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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.

Pricing

What is the price change?

It is an increase of 21.4% adding £2.51 a week to a typical household electricity bill.

Why are prices increasing?

We’re sorry to have to increase prices. This increase is strictly due to the unparalleled rise in prices across the global wholesale gas markets and unfortunately, we have no option but to pass these costs on.

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

From 13 December when customers purchase a top up, they will be issued with a 40-60 digit code to put into the keypad meter. Credit on the meter will change to the new rate on 1 January but not before.

When will the price change happen?

The new rate will be effective from 1 January 2022. The vast majority of customers will see the price change take effect from their first full quarter bill following the increase.

How do I find out more about this price change?

For more information about this recent change to rates, visit www.powerni.co.uk/pricing

Covid-19

What help is available to Power NI customers?

We will try our best to help customers most in need to find a payment solution that suits your circumstances. We promise we will treat you with fairness and consideration at all times.

I am unable to visit the Post Office or PayPoint to pay my bill. What do you advise?

As a lot of our services are automated, so you can continue to manage your electricity account from the comfort of your home. Customers can pay online, via our app, or at any time by calling 03457 455 455.

Are NIE Networks reading meters during the Covid-19 pandemic?

NIE Networks have resumed all meter reading services and are continuing to take socially distanced meter reads to make sure you’re not paying more than you need to. If your electricity meter is inside your property or behind closed gates, NIE Networks will contact you to ask for access.

What is Power NI doing to specifically help older and more vulnerable customers?

We have the following help and advice for our customers who find themselves in this situation. You can top up your keypad by phone on 03457 455 455 (24/7 automated service), press option 1 and pay with a debit card. If you don’t have one, perhaps a friend or relative could top up for you.

What precautions are Power NI taking to keep services running for customers?

Our top priority is to look after the wellbeing and health of our staff and maintain as much customer service as possible. The government considers employees in the Energy sector, and indeed, the wider Utilities sector to be key workers. At Power NI we have a role to play in providing essential services to our customers.

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’ve moved in and can’t find the Keypad card.

We will send you out new Keypad cards, however you need to be registered with us as a customer before we can do this. Simply, complete the moving home form online or call us on 03457 455 455.

I'm moving out - when will I get my final bill?

Once we have processed your moving out you will receive your final bill around 5 working days after your account has been closed.

I moved out and forgot to tell you

Don’t worry. Simply call us on 03457 455 455 and we will be happy help.

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. Complete the moving home form or call us on 03457 455 455 and we'll transfer the Direct Debit to your new property.

Keypad

How to use my Keypad?

View our guide on how to use your ‘pay as you go’ Power NI Keypad.

How to top up electricity - Power NI

Find out how to top up your Power NI pay as you go Keypad.

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.

Can I top up without my Power NI Keypad card?

You can still make top-ups without your Keypad card, as long as you have your 19 digit premise number.

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.

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.

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 and we’ll be happy to help. Remember to have your bank details (account number and sort code) handy.

How is my Monthly Direct Debit calculated?

If we have your historical energy consumption* we will estimate and forecast your future energy cost for the next 12 months. If we do not have historical data we will calculate your new monthly payment based on some property details.

When will my Direct Debit come out of my account?

If you pay by Monthly Direct Debit your payment will be deducted from your bank account each month on the agreed collection date (between 1st and 28th of the month). If you pay by Quarterly Direct Debit your payment will be collected as per the ‘Payment due’ shown on your bill (this is 14 days after your bill was issued).

How do I change my Direct Debit amount?

Please call us on 03457 455 455 if you need to change your Monthly Direct Debit payment amount. We’ll review your electricity costs and recommend the best payment amount for you.

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.

I'm struggling to pay - what should I do?

Call our Payment & Accounts Resolution Team on 028 9068 5853 or send an email to [email protected] including your account number.

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. If you’ve pad your bill by cheque this can take up to 14 days from the day you posted the cheque to be credited to your account.

My bill is higher than usual

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

How to reduce electricity bill - Power NI

You can reduce your bills by changing plan, taking a look at our energy saving tips or you can use our home energy check which will provide you with a list of personalised recommendations to help you improve the energy efficiency of your home.

Energy Online

How do I register for Energy Online?

Visit Energy Online and click on the Register button. You will need your 10 digit Power NI account number.

How much discount will I get with Energy Online?

Find out more about the discounts available with Energy Online.

I am having problems registering for Energy Online

If you are a Power NI Direct Debit or Standard bill pay customer please ensure that you are correctly entering your 10 digit account number. This can be found on the top right hand corner of your bill. If you are a Power NI Keypad customer please ensure that you are correctly entering the last 9 digits of your Keypad premise number correctly. This can be found on the front of your Keypad top up card.

I have forgotten my username

If you’ve forgotten your username, click on the 'I've forgotten my username' function on the login page. We will send you an email with your username. Please check your junk or spam folders if you do not receive the email.

I'm sure I'm entering all my details correctly, but I still can't login

If you are sure you are entering your details correctly and are still having problems logging in email the technical support team at [email protected]

Opening hours: 9am to 5pm Monday to Friday.

For more information about our price change which is effective from 1 January 2022, please visit our pricing info and FAQ page.

Fill in the form and our customer care team will be in touch.

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 *

By submitting this form you consent to Power NI contacting you in relation to this enquiry.

For details on how we use your information please view our Privacy Statement.

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

Power NI Telephone Number: 03457 455 455

Opening hours: 9am to 5pm Monday to Friday, except bank holidays.

We are JAM Card friendly let us know if you need 'Just a Minute'.

Due to increased demand, call wait times are longer than usual. Submitting a meter reading or making a payment can be easily done online. Alternatively, please use our website contact form within the 'email us' tab and we will get back to you in a few days. This will ensure that our phone lines are available for more urgent queries and customers who need us the most.