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We've pulled together answers from your most common queries in our FAQ section below, and hopefully you can find the information you are looking for. If not, our team of locally-based advisors will be pleased to help. You can call or email us, whichever is most convenient for you.

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Your most commonly asked questions

Every week we receive around 10,000 calls and emails from our customers. Below are our some of the most commonly asked questions. If you can’t find the answer here why not visit our FAQ’s section to save time and get the answer you need now.

Price Change

What is the price change?

It is an increase of 5.6%. This 5.6% increase is our first price increase since 2013 and is unfortunately unavoidable due to increases in the costs of producing electricity, such as the cost of fuel used in power stations.

Why are prices increases?

This 5.6% increase is the first since 2013 and is due to increases in the costs of producing electricity, such as the cost of fuel used in power stations.

What does the Power NI price change mean for Keypad customers?

Your Keypad meter will credit the amount bought and all credit on your Keypad will automatically switch to the new rate on 1st October. If you have entered the tariff change code before the 1st of October 2017 any credit existing on your Keypad on 1st October will also be used at the new price. Please note. If a top up is bought and entered after 1st October 2017, the new rates will apply from the date the tariff change code is entered in to the meter.

How will you be informing customers about the price change?

We will be writing to all our customers giving them at least 21 days’ notice of the price change. Keypad customers will receive letter about the price change between 22nd August and 1st September 2017. Direct Debit and Standard bill paying customers will receive letters between 29th August and 17th November 2017.

When will the price change happen?

New prices will take effect from 1st October 2017. Most customers will see the new rates on bills from January 2018 onwards, for units used during the previous three months (this may vary depending on your scheduled meter reading date). All customers will receive the same number of bills at the new unit rate.

Billing

Understanding my electricity bill

If you're not sure of what the different items on your bill relate to, see below for a full breakdown or watch our quick video guide.

High Electricity Bill

If your bill is higher than you expected there are a number of reasons why this might be.

How to submit a meter reading

A separate company, Northern Ireland Electricity Networks provides the services for meter reading. If you miss the meter reader you can submit your meter reading online, provided that it's only been a day or two since they called.

I received a reminder letter but I've already paid.

If you’ve paid your bill in full or entered into a payment plan within the last seven days the reminder letter may have been posted prior to your payment being received or your plan being set up. Please check the date on your letter. If the date on the letter is before the date you paid you don't need to do anything.

Can I view my bill online?

You can view your bill online and access lots of other benefits (including savings of up to £60 per year) by registering for our paperless billing service Energy Online.

Keypad

How to use my Keypad?

Here's our step by step guide to topping up.

I've lost my Keypad powercode.

If you’ve lost your Powercode and haven’t yet typed it into your Keypad you can find it using our website or app.

I need a new Keypad card.

If you've lost your Keypad card, don't worry. Simply call us on 03457 455 455 and we'll send you out a new card.

I've got a message on my Keypad - what does it mean?

If you've got a message on your Keypad, here's what it could mean.

What information can I find from my Keypad?

Find information using the buttons on your Keypad.

Moving house

Moving house - what do I need to do?

Moving house is stressful enough without the added headache of an electricity ‘double’ bill. So it’s important to close your account properly otherwise you may end up receiving bills for electricity used by the new occupants.

I moved out and forgot to tell you

Don’t worry. Simply give us a call on 03457455455 and we’ll be happy to close your account...

I’m moving house. Will this affect my Direct Debit?

If your new property is supplied by Power NI your Direct Debit can continue as normal. Call us on 03457 455 455 (Mon-Fri 8am-7pm) and we'll transfer the Direct Debit to your new property.

Can I keep my account at my new address?

When you let us know you’re moving house, we’ll close the account at your old address and open an account at your new address. This will help us to make sure you don’t end up being billed for electricity used by different occupants.

I’ve postponed or cancelled my move.

If you’ve already let us know that you’re moving house, simply call us on 03457 455 455 (Mon-Fri 8am-7pm) and we’ll cancel any changes on your account. Remember to get in touch if your circumstances change.

Direct Debit

What are the Direct Debit options?

There are two options available if you prefer to pay by Direct Debit: Quarterly and Monthly Direct Debit.

Why has my Direct Debit changed?

We try to average out the amount you're paying each month over a 12 month period. But some things can affect those payments and, if they do, then we'll adjust your Direct Debit accordingly.

How is my Monthly Direct Debit calculated?

Monthly Direct Debit makes it easier for you to manage your energy bill payments by making equal monthly payments, helping to reduce the stress of paying bills in full as they arrive.

How do I set up Direct Debit payments?

It only takes a few minutes to set up Direct Debit. Simply call us on 03457 455 455 (Mon-Fri 8am-7pm). Remember to have your bank details and account number handy.

When will my Direct Debit come out of my account?

If you pay by Quarterly Direct Debit your payment will be automatically taken 14 days after the date shown on your bill. If you pay by Monthly Direct Debit your payment will be deducted from your bank account each month on the date of your choice (between 1st and 28th of the month).

Need some help? Send your enquiry straight to our customer care team using the form below.

For information about our price change which is effective from 1st October 2017, please visit Help & Support

Fields marked with an asterisk (*) are required

First name *

Surname *

Phone *

Email Address *

Account Number

Keypad No.

What is your enquiry in relation to?

If Other please specify:

Enquiry *

Marketing Preferences Please tick to receive special offers and info about Power NI products and services
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Please tick to receive 3rd party offers (e.g. discounts/points) sent from Power NI by email and text (we will never pass on your personal data to anyone for marketing purposes)

Please view our Terms and Conditions

If you are unhappy with the service provided by Power NI please click here for more>>>

03457 455 455

We're here Monday to Friday 8am to 7pm.

Calls are recorded for quality assurance purposes.

For more information about our price change which is effective from 1st October 2017, please visit Help & Support

Are you calling about a loss of power supply?

You'll need to contact Northern Ireland Electricity (this is a different company to Power NI)

03457 643 643

Calls to 03457 numbers cost no more than local and UK landlines & are often included in free minutes. Calls recorded."

If you are unhappy with the service provided by Power NI please click here for more>>>

Make the switch

Make the switch to Power NI

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Energy saving tips

Here's some helpful tips and advice to reduce your bills.

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Lost your Keypad top-up powercode?

Find out how to get your top-up powercode re-issued

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