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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 6.1% which will mean 67p a week more for the average customer.

Why are prices increasing?

Prices are increasing due to increases in the cost of operating the electricity network and the electricity market in NI.

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

Keypad customers who purchase a ‘top up’ from Tuesday 17th September 2019, will get a special price change code (40 or 60 digits, depending on your tariff).

How will you be informing customers about the price change?

We will be writing to all our customers to give them 21 working days’ notice of the price change.

When will the price change happen?

The price change will take effect from Tuesday 1st October 2019.

What is Power NI doing to help customers who may have difficulty in paying their energy bills?

Power NI offers a range of discounted payment options for savings year in year out. Energy Online, the paperless billing option, can save you up to £60* each year and offers a range of online account facilities to make managing your energy, easy.

Why does Power NI not offer similar deals to the competition?

Power NI is a regulated company which means our prices are set and agreed with the utility regulator for Northern Ireland. Which means that while we can’t offer introductory offers and deals like other suppliers it does mean that the price you pay with Power NI is both fair and competitive.

How do I find out more about this change to rates?

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

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

Why did you introduce a new bill design?

We're always listening to our customers and staff on ways we can improve the service Power NI provides. We've taken feedback from research to produce a new and improved bill, with enhanced features to make it simpler and easier to understand.

Can I still pay my bill the same way?

Yes, you can still continue to pay your bills in the same way. Non-Direct Debit customers' bills have a section displayed on their billed called ‘ways to pay’ which clearly outlines the payment options for paying your bill. The quickest and easiest way to pay bills is by logging into Energy Online, Power NI’s online billing platform. Simply visit energyonline.powerni.co.uk At any bank, Post Office or PayPoint outlet. Customers should be aware that some banks charge for this service and only bills to the value of £999.99 can be processed at Post Office counters Easysaver and Budget Payment customers can still continue to make payments using their existing cards Customers can also use the prepaid envelope enclosed with bills over £10. Please remember not to send cash in the post

Will my Direct Debit amount be deducted as normal from my account?

Yes, there will be no changes to current arrangements.

Where is the Giro slip?

You’ll find your Giro payment slip at the back of your bill. You can bring this to any bank, Post Office or PayPoint outlet.

I’ve just received my bill. It looks different than normal- is it legitimate?

Yes, we've refreshed how our bills look. Your bill contains all the same information as before with a number of new and improved features.

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

Energy Online is only available to Direct Debit customers. If you would like to become a Direct Debit customer find out more here. If you are a Direct Debit customer please ensure that you are correctly entering your 10 digit account number which can be found on the top right of your bill.

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]

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

Lines open from 8am to 7pm Monday to Friday excl. bank holidays.

Calls are recorded for quality assurance.

If you lose power you'll need to contact Northern Ireland Electricity

(NIE Networks) this is a different company to Power NI

NIE Networks Telephone Number: 03457 643 643 or Report a power cut online

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