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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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Covid-19 update:

Please click here for up to date advice on how we’re supporting our customers during the Covid-19 pandemic.

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 Cut

Why are prices decreasing?

The cost of fuels used to generate electricity have come down, so we're passing the savings on to our customers, which is now more important than ever.

Why is it not more of a reduction given recent gas price reductions?

Gas is only one of the many input costs to a typical electricity bill. The price of gas is down, and this has contributed to this cut but other costs have increased such as network costs.

What does this price decrease mean for Keypad customers?

From Tuesday 16th June when customers purchase a top-up from this date, they will be issued with a special 40-60 digit code to put into the keypad meter. Credit on the meter will change to the new rate on 1 July but not before.

When will the price cut happen?

The new rate will be effective from Wednesday 1st July 2020.

How will you be informing customers about the price change?

We will be writing to all our postal customers and sending emails to our Energy Online customers, giving them 21 working days’ notice of the price change.

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 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.

What are the options for paying my bill?

The three main options for paying your bill are Quarterly and Monthly Direct Debit and payment on receipt which is known as standard billing, where you will receive a bill each quarter and payment is required within 14 days.

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]

Covid-19 update:

Please click here for up to date advice on how we’re supporting our customers during the Covid-19 pandemic.

Opening hours: 8:30am to 6pm Monday to Friday.

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>>>

Covid-19 update:

Please click here for up to date advice on how we’re supporting our customers during the Covid-19 pandemic.

Power NI Telephone Number: 03457 455 455

Opening hours: 8:30am to 6pm Monday to Friday.

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

Wait times may be longer than usual. Please bear with us and thank you in advance for your understanding.

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.

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

We are the largest energy supplier in Northern Ireland, supplying around 600,000 homes, farms and businesses across the province.

Energy saving tips

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

Find out more

Lost your Keypad top-up powercode?

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

Re-issue

Important

My Power NI

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Contact us

Find the best way to get the answers you need fast.

Covid-19 update:

Your most commonly asked questions

Why are prices decreasing?

Why is it not more of a reduction given recent gas price reductions?

What does this price decrease mean for Keypad customers?

When will the price cut happen?

How will you be informing customers about the price change?

What help is available to Power NI customers?

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

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

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

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

Moving house - what do I need to do?

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

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

I moved out and forgot to tell you

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

How to use my Keypad?

How to top up electricity - Power NI

I've lost my Keypad powercode.

Can I top up without my Power NI Keypad card?

I need a new Keypad card.

What are the Direct Debit options?

How do I set up Direct Debit payments?

How is my Monthly Direct Debit calculated?

When will my Direct Debit come out of my account?

How do I change my Direct Debit amount?

Understanding my electricity bill

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

My bill is higher than usual

How to reduce electricity bill - Power NI

What are the options for paying my bill?

How do I register for Energy Online?

How much discount will I get with Energy Online?

I am having problems registering for Energy Online

I have forgotten my username

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

Covid-19 update:

Opening hours: 8:30am to 6pm Monday to Friday.

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

Covid-19 update:

Power NI Telephone Number: 03457 455 455

Opening hours: 8:30am to 6pm Monday to Friday.

Make the switch

Make the switch to Power NI

Energy saving tips

Lost your Keypad top-up powercode?

Just to let you know…

Just to let you know…

Receive FREE electricity* when you top-up £50 or more via our Keypad App

Pay your bill anytime, anywhere with the FREE Power NI App