Q: How do I switch to Power NI?

Switch online now . You'll need to have the following to hand: Your Meter Point Reference Number (MPRN) you should be able to find this on a previous bill or your Keypad reference number which is the 19-digit code on the front of your top up card. If in doubt call NIE Networks at 03457 643 643 who can provide you with this. A recent meter reading. Your address and postcode. Your bank details if you decide to pay by Direct Debit.

Question 1

How do I switch to Power NI?

Accepted Answer

Switch online now. You'll need to have the following to hand:

Your Meter Point Reference Number (MPRN) you should be able to find this on a previous bill or your Keypad reference number which is the 19-digit code on the front of your top up card. If in doubt call NIE Networks at 03457 643 643 who can provide you with this.
A recent meter reading.
Your address and postcode.
Your bank details if you decide to pay by Direct Debit.

Question 2

When does my supply change over?

Accepted Answer

Your switch to Power NI will be complete once we receive confirmation from NIE Networks. This will take around 2-4 weeks. You’ll then receive a welcome pack from us confirming your switch is complete. If you don't receive anything from us after 4 weeks get in touch and we'll look into this for you.

Question 3

I've switched, what happens next?

Accepted Answer

Firstly, thanks for choosing Power NI!

Here's what happens next:

1. We'll contact your previous supplier
You don’t need to contact your old supplier we will let them know that you have switched to Power NI. Your switch can take 2-4 weeks to complete however rest assured that your supply won’t be disrupted during this time.

2. We’ll send you your Power NI welcome pack
After your 10 working day cancellation period, we will schedule a phone call at a time that suits you to complete the switch. We’ll send your welcome pack in the post including your account number and details of your chosen payment plan. This will arrive within four weeks as confirmation that your switch is now complete.

3. Your previous supplier will bill you for any outstanding amounts
You’ll receive your final bill from your previous supplier for any outstanding amounts. You should start receiving bills from Power NI within approximately 13 weeks.

Paying by Keypad?
After your 10 working day cancellation period, we will schedule a phone call at a time that suits you to complete the switch. Please ensure you have access to your Keypad meter during this call and any credit on the keypad will be transferred with you (please ensure you have a minimum of £2 credit).

Pay by Direct Debit?
If you're paying by Direct Debit you'll receive a letter confirming that your bank has been contacted and your new Direct Debit has been set up.

Important things to know
Timings may vary, but everything should happen within 2-4 weeks. We’ll only call you if we need further details or need to rearrange a call back. Your supply won’t be disrupted, even if the switching process takes longer than expected.

Question 4

Do I need to contact my previous supplier?

Accepted Answer

No, once you confirm your switch with us, you don’t need to do anything else.

We’ll get in touch with your previous supplier and let them know that you have switched electricity supplier.

Question 5

How can I check the status of my switch?

Accepted Answer

The switching process can take 2- 4 weeks to complete. Your switch is fully complete once you receive your Power NI welcome pack. If we're having any issues processing your switch, we'll get in touch to let you know.

If you don’t receive anything from us after 4 weeks get in touch and we’ll look into this for you.

Question 6

Do I need to cancel my Direct Debit with my previous supplier?

Accepted Answer

Your Direct Debit should be automatically cancelled by your previous supplier when your switch to Power NI has been completed, you shouldn’t need to do anything.

Your previous supplier will issue you with a final bill for any outstanding amounts. Once this is paid in full the Direct Debit should be cancelled.

Question 7

When will I receive my first bill?

Accepted Answer

You should receive your first bill within approximately 13 weeks after you’ve switched. If you haven't received your bill by this time, simply get in touch and we'll look into this for you.

If you have a Keypad, you won’t receive bills and can pay as you go. Find out where to top up.

Question 8

Why am I still getting bills from my previous supplier?

Accepted Answer

The switching process can take 2-4 weeks, so your previous supplier will continue to bill you until the switch is complete.

You should receive a final bill to close your account (this may take up to 8 weeks after you've switched).

If you are still receiving bills from your previous supplier after this time please get in touch and we'll look into this for you.

Question 9

How can I be sure I won't be double billed?

Accepted Answer

When you switch, we'll contact your previous supplier to let them know you are switching to us.

To make sure you’re not double billed, it’s important that you provide us with a meter reading. This will be used to open your Power NI account and the same meter reading will be used to close your account with your previous supplier.

Question 10

When will I get my account number or Keypad premise number?

Accepted Answer

If you pay a bill, you will receive your account number in your postal welcome pack once your switch is complete. Keep this handy, as you will need it if you choose to register for paperless billing with Energy Online and/or Power NI Perks.

If you are a Keypad customer, you will receive your keypad premise number in your welcome pack once your switch is complete. Keep this handy, as you will need it if you choose to register for paperless billing with Energy Online and/or Power NI Perks.

If you haven't received a welcome pack in the post after 4 weeks get in touch and we'll look into this for you.

Question 11

What if I change my mind about switching?

Accepted Answer

If you have changed your mind about switching, contact us within 10 working days of the date you initially contacted us to request the switch.

Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Question 12

How can I confirm a Power NI salesperson's identity at my door?

Accepted Answer

We have team members who may call at your home to discuss your electricity. Please remember:

We will never call at your home outside of Monday to Friday, 9am to 8pm.
We will not call with you on a Bank Holiday.
We always carry security passes with our details.
We wear a Power NI uniform.

If you are concerned about the identity of someone at your door, call 101 and you will be given the option of going through to the Quick Check facility. The Quick Check 101 scheme which is an initiative run by the Police Service of Northern Ireland (PSNI) in partnership with the Utility Regulator, to help protect our customers against bogus callers.

Please remember that a genuine team member will never have an issue with you checking their identity.

Question 13

My tenants are moving out, what do I need to do?

Accepted Answer

You need to ask your tenants to contact us to confirm they’re moving out. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

If you have new tenants moving in ask them to register their move with us online. If you don’t have tenants moving in you should register your own name on the account.

Considering Keypad?
Keypads are ideal for rented properties as all tenants are equally responsible for the electricity used. Tenants are also responsible for any outstanding balance or credit at the end of the tenancy. The balance will not be passed onto the landlord but will instead be forwarded to the tenants or students’ home address, if required.

Unfortunately it is not possible to fit a Keypad meter to all electrical installations. In particular they are not permitted in registered HMO properties with more than two occupants.

Question 14

The electricity is on after my last tenant left. Can I keep using electricity without calling anyone?

Accepted Answer

Once your tenant has left the property, you will need to update us to ensure continuity of supply. You can transfer the supply into your name online, you’ll need:

Meter Serial Number (this can be found on the front of your meter)
A meter reading from the day your tenants moved out
The date you’re taking over the account.

Should you require any further information, visit our contact us page.

Question 15

I'm moving house what do I need to do?

Accepted Answer

It’s important to let us know when you're moving in or out, so you don’t pay for electricity you haven't used. If you're renting or have a Keypad in your property you still need to register for an account so you don’t end up paying the previous tenant’s electricity.

Select an option below to jump to the relevant section:
I am moving in
I want to close my Power NI account

Moving in

New to Power NI?

If you have moved into a property that is registered with us, but don’t yet have a Power NI account you can set up an electricity account online. In some circumstances, you may be requested to provide proof of tenancy or proof of ownership.

You will need the following information to hand:

Your new address, Meter Point Reference Number (MPRN) or Keypad Premise Number (KPRN) and moving in date. Please note: only customers with a Keypad meter will have a KPRN. If you don't have your MPRN or KPRN you can enter your Meter Serial Number which can be found on the front of your meter.
Your bank details. Please note: this is only applicable to customers with bill pay meters.
Opening meter read for your new property. Please note: this is only applicable to customers with bill pay meters.
Your moving in date.

Already a Power NI customer?
If you’re an existing Power NI customer, moving house, you can now update us within your online account. Simply login and visit the ‘Moving House’ section. If you don’t have an online account with us, you can register now.

All you need is:

Your account number and Meter Point Reference Number (MPRN) or Keypad Premise Number (KPRN) for your existing address. Please note: only customers with a Keypad meter will have a KPRN. You will find this information within your online account.
Your new address, Meter Point Reference Number (MPRN) or Keypad Premise Number (KPRN) and moving in date. Please note: only customers with a Keypad meter will have a KPRN.
Final meter read if your old property has a bill pay meter.
Opening meter read if your new property has a bill pay meter.
Your bank details if your new property has a bill pay meter.

We'll confirm your move has been processed by sending you an email, followed by a welcome pack in the post.

If you're moving to a property that is registered with another electricity supplier, please contact us.

Closing your Power NI account

If you're moving out, and would like to close your Power NI account you can now update us within your online account.

All you need is:

The date you are moving out.
A closing meter read if your property has a bill pay meter.
A forwarding address.

We'll confirm your move has been processed by emailing you a confirmation that your account has been closed.

Question 16

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

Accepted Answer

We can post you new Keypad cards, however you need to be registered with us as a customer before we can do this.

If you haven’t registered with us already you can complete this online.

New to Power NI? If you have moved into a property that is registered with us, but don’t yet have a Power NI account you can register here. If your property is registered with another supplier, you will need to switch to Power NI instead.
Already a Power NI customer? Login or register for an online account

Remember, you can top up without your Keypad card if you have an online account with us, or you can use our online guest payment option. All you need to top up as a guest is your Keypad Premise Number (KPRN).

Question 17

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

Accepted Answer

Once we have processed your moving out you will receive your final bill around 5 working days after your account has been closed. If you closed your account online, it may take up to 24 hours for your final bill to be visible within your online account.

Question 18

I moved out and forgot to tell you

Accepted Answer

Don't worry! If you moved out in the last 28 days, you can update us on your move via your online account. Simply login and visit the 'Close my account' section to complete your move online.

All you need is:

The date you are moving out.
A closing meter read if your property has a bill pay meter.
A forwarding address.

If you moved out over 28 days ago, please contact us and speak to a member of our customer care team. Remember get in touch as soon as possible to avoid being billed for electricity used by the new occupant.

Question 19

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

Accepted Answer

If your new property is supplied by Power NI your Direct Debit can continue. Please make sure to register your move with us via your online account and we'll transfer the Direct Debit to your new property.

If you pay by Monthly Direct Debit and wish to change your payment amount due to a change in circumstance, you can contact us.

If you pay by Quarterly Direct Debit, your bill amount will be lifted in full as normal.

Question 20

Can I keep my existing Power NI account number at my new address?

Accepted Answer

When you let us know you’re moving to a new 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 get billed for electricity used by previous occupants.

If you haven’t registered your move with us already you can complete this online via your online account. Login or register for an online account.

Please note if you are registering an additional property with us e.g. holiday home, you will need two separate account numbers. You can also register an additional property with us online via your online account. If you don’t have an online account register now.

Question 21

I’ve postponed or cancelled my move.

Accepted Answer

If you’ve already let us know that you’re moving to a new house, but your circumstances change simply contact us and we’ll amend or cancel any changes on your account. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

Question 22

I'm moving out. How do I transfer the account to my landlord?

Accepted Answer

If you would like to close your Power NI account, you can update us via your online account. All you need is:

The date you are moving out.
A closing meter read if your property has a bill pay meter.
A forwarding address.

The landlord of the property will then need to contact us to move the account into their name.

Question 23

I have finished building a property and wish to register the new occupier?

Accepted Answer

In order to transfer the property to the new occupier you’ll need to complete a builders form.

We will require a recent meter reading to close your account.

Please post your completed form to:
Power NI
PO Box 103
Antrim
BT41 9BB

Or email:
home@powerni.co.uk

Download builders form

Question 24

My property is being demolished, what do I need to do?

Accepted Answer

Health and safety is very important when demolishing a property. To close an electricity account where the property is going to be demolished please follow these steps:

Contact us
Tell our advisor that you wish to close an account, take a final meter reading if it is safe to do so and please be sure to mention that the property is going to be demolished.
Contact NIE Networks on 03457 643 643 to arrange to have the service cables and metering removed.

Question 25

I’m a tenant in a property with a Keypad. Do I need to register?

Accepted Answer

When you move into a new property you will need to register with us, regardless of the type of meter installed there.

If there is a Keypad in your property and you haven’t registered with us, your payments could be going towards paying off an outstanding balance owed by the previous tenant. Simply register online with us today to set up the property.

Question 26

I have a new tenant moving into my property, what do I need to know?

Accepted Answer

If the account is currently in your name, all we need is a closing meter reading and a forwarding address. You can now update this within your online account.

You will then need to advise your new tenants to change the account into their name. They can do this by creating an online account.

Remember, as the property owner you’re responsible for the energy bills in periods when the property is vacant and should update us accordingly. Should you need to speak to us, visit our contact us section.

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