Help & Support

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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.

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.  Please email us at or call us on 03457 455 455 (currently open 9am-5pm Mon-Fri) if you’re in financial difficulty and struggling to pay your bills.

Power NI does not disconnect domestic customers who are really struggling paying their bill, so please don’t worry about your electricity supply

Power NI also offers a range of services to those who are of pensionable age, disabled or chronically sick. Customers who avail of these services are said to be on Power NI’s Customer Care Register. 

Below are the services that Power NI can offer:

Carers Contact Service

If somebody helps the customer to manage their bills, we can post bills directly to them. With their approval, we will also have their contact details to call them in an emergency.

NIE Networks, a separate company, responsible for the entire electricity network in Northern Ireland, offer a medical customer care information service to customers who are dependent on life supporting electrical equipment. If you are on the register you will receive up to date information by phone during a power cut or a planned interruption.