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IE FREQUENTLY ASKED QUESTIONSCOMMERCIAL / BILLINGWhy did I not get a hard copy of my bill?Paper bills are no longer distributed. Bills are now distributed via SMS and Emails.How do I get my phone number/email address updated for Ebills?Visit http://www.ikejaelectric.com/customer-update/ to update your details for activation.Alternatively, contact customer care on 017000250/09087940825 or contact the Energy SalesRepresentative covering your location.How do I get a more detailed bill as the information on the SMS is too short?You may check the PDF bill online and also download it. Please What charges will apply if the bill is delivered electronically?You will not be charged, Ikeja Electric bears the cost.What do I do? I wrote a letter to your office when travelling to suspend billing but Icame back and the bill has been running with huge outstandingPlease take a copy of your letter to the customer care center at your Business unitand the period of absence will be reconciled.What is required to re-connect my service?You will need to settle your outstanding bill and pay reconnection fee to a designatedZenith bank account of your Business unit. Account details will be provided atrespective Business Unit.Why am I still getting bills after I have been disconnected?Bills are delivered in arrears; if you were disconnected within a billing cycle, you willstill receive a bill for the consumptions made before the disconnection. Subsequentlyyou will no longer be charged the statutory fixed charges again.Why does my bill increase every month?Bills are calculated based on energy consumed for the month.Will I have to pay a fee to get an account and a bill for my house from IkejaElectric?No, you don’t have to pay a fee. Once you complete the forms, our staffs will come toyour house to connect you to our network.
How is my electricity bill calculated without a meter?Scientific approach is used in doing this. Whatever consumption recorded at themeter connected to the Feeder that supplies light to you is shared amongst all thosethat are connected to this feeder.I want to change my details i.e. name, phone number etc.; how do I go about it?Kindly go with your proof of ownership to the customer care center at your nearestbusiness unit.What is my tariff class?Your tariff class is clearly stated on your bill.Why should I be made to pay for electricity that the former tenant consumed andleft huge debts?Please liaise with your landlord on the settlement of the accumulated bills. You mayalso visit the customer care of the nearest Business unit to negotiate an agreement onhow the outstanding debt can be settled.What are the new rates for the different classes of customers?Sub – ClassEnergy Charge 27.2C1TP28.47C237.74C338.14
YMENTI made payment early this month and the bill brought yesterday does not reflectmy payment why?Your payment must have been made when the current bill was already being printedand so your payment could not be captured; it should reflect on the next bill.I made payment some months back and up till now the payment has not reflected.Why?Please take your evidence of payment to the nearest Business Unit.What is fixed charge and why should I pay it?Fixed charge is a statutory rental fee. However, you will no longer pay fixed chargeshas approved by our regulatory body NERC.Can I pay my bills in any bank in Lagos or just designated banks?Ikeja Electric bills can only be paid at the following designated banks in the country.Please make sure you request for the correct account number of “Ikeja Electric” andwrite the name on the bill and account number on your teller. Ecobank Nigeria Plc Enterprise Bank PlcFidelity BankFirst BankHeritage BankJAIZ
Keystone BankMainstreet BankStanbic IBTC PlcStandard Chartered Bank PlcSterling BankUBAUnion BankWema Bank PlcZenith BankI have made payments through the bank but it has not reflected on my bill. Whatdo I do?Please visit the bank and request for an e-receipt to ensure that the payment hasbeen credited to Ikeja Electric account.I have made payments using scratch card but it has not reflected on my bill. Whatdo I do?Please take the scratch card and receipt obtained to the agent that sold the card toyou to verify both payment and credit accordingly for submission at your nearestbusiness unit.Where and how do I pay my bills?For postpaid customers, energy and non-energy related bills will ONLY be acceptedvia any of the options listed below.1. Payment via Bank Branch: Visit any branch of the banks listed on the attached table and request to payyour Ikeja Electric bills via the NIBSS eBills Pay platform.Customers must have their Ikeja Electric account details as shown on their billavailable.Obtain a copy of your receipt upon payment2. Payment via Internet Banking:For customer with internet banking facilities with any of the banks listed on the tablebelow, you can also pay your Ikeja Electric bills via the following steps;
1. Log on to your bank’s internet banking Platform2.3.4.5.6.7.Select NIBSS e-Bills (or eBillsPay or eBills Payment) in the bill payment sectionSelect Power – Ikeja ElectricEnter requested detailsConfirm customer details returnedMake paymentReceive payment conformation message and print/email receipt3. Payment via Ikeja Electric Web portal (using credit or debit card):For Postpaid Customers Only Go to the payment portal on Ikeja Electric’s webpage http://ie-payments.com Enter requested detailsSubmit transactionConfirm customer Accounts details returnedMake paymentReceive payment confirmation message and print/ email receipt 4. Payment via Ikeja Electric Recharge Vouchers:1. Purchase the IE Voucher/Recharge card at any of our numerous agents orchannels2. Scratch off the silver panel to reveal pin3. Send SMS in the format below to 20052A. For Prepaid Customers (STS Meters Only)1. Type in RC, followed by your Meter Number and the Recharge PIN (RCMeterNumberRechargePIN) to 20052 via sms e.g. (send RC 0987654321012345678 to 20052 via SMS)2. You should receive a text on your phone with a success confirmation.3. A set of 20-numbered unique token will be sent to you via sms ( This isapplicable only for Prepaid STS Meters)4. Enter the token on your STS meter in the order with which they appear.B. For Postpaid Customers
1. Type in RC, followed by your Electric Account Number and the Recharge PIN(RC AccountNumberRechargePIN) to 20052 via sms e.g. (send RC 0987654321012345678 to 20052 via SMS)2. You should receive a text on your phone with a success confirmation.C. For AMI Customers (Smart Meters)1. Type in RC, followed by your Meter Number and the Recharge PIN (RCMeterNumberRechargePIN) to 20052 via sms e.g. (send RC 0987654321012345678 to 20052 via SMS)2. You should receive a text on your phone with a success confirmation.3. A set of 20-numbered unique token will be sent to you via sms4. Enter the token on your Smart meter via the UIU in the order with which theyappear.SMS sent to 20052 costs N10.D. PAYING VIA IE PINS1. Purchase the IE Voucher/Recharge card at any of your numerous agents orchannels2. Go to the IE pins website https://www.iepins.com.ng/3.4.5.6.Click on bill paymentEnter your Meter/Account number as requiredEnter the Recharge PinYou can use multiple pins by using comma separation (PIN,PIN,PIN),e.g. 123456789012,234567890123 (10 pins max)5. Payment via POSA. For Prepaid Customers (STS Meters)1. Visit any of the Ikeja Electric business units, undertakings closest to you.2. Purchase energy via the POS from any of our designated vendors3. Obtain receipt with details of the 20-numbered unique energy tokengenerated.4. Enter these sets of token on your STS meter in the order with which theyappear on your receipt.
B. For Pre-paid Customers (Smart Card)1. Visit any of the Ikeja Electric business units, undertakings closest to you withyour smart card2. Pay for the amount of energy required which will be loaded onto your smartcard.3. Obtain your receipt and then insert your smart card into your meter.C. For Postpaid Customers1. Visit any of the Ikeja Electric business units, undertakings closest to you.2. Purchase energy via the POS from any of our designated vendors3. Obtain receipt with your payment details.4. Payment via InterswitchFor Postpaid Customers (Only)1.2.3.4.5.Log on to https://www.quickteller.com/ikejaelectricEnter your Electric Account Number and other details as requiredConfirm customer details as requestedMake paymentReceive payment confirmation message and print/email receipt.What do I do? I have issues using Ikeja Electric payment channelsPlease contact Ikeja Electric call center or send an email tocustomercare@ikejaelectric.comPREPAID METERIF I am relocating, can I take the meter to my new location?No, you cannot take your meter with you as it remains the property of Ikeja Electric.As a tenant, can I register the meter in my name?No, you cannot, as meters are registered in the name of the landlord. Please let yourlandlord contact us for more information on how to register your meter.Will I get a meter if I am indebted to Ikeja Electric?
Yes, you will get a meter, but the debt will be factored into your account.What do I do if I notice a neighbor or an unauthorized person tampering with ameter?Call Ikeja Electric’s Customer Care Unit to report on 01-7000250, 09087940825If my meter gets burnt, who is responsible?If vandalized, the customer is liable; but if it is caused by a power surge which istraceable to Ikeja Electric, we will replace the meter free of charge.Whose responsibility is it to maintain the meters post-installation?It is the responsibility of Ikeja Electric, at no cost to the customer. However pleasenote that this does not cover cost of willful or malicious damages. We thereforeencourage our customers to safeguard their meters.With the new meter, can I build around it or conceal it?No. The meters still need to remain in an easily accessible and visible location toensure accurate reads by the system.Meters will be periodically checked by Ikeja Electric personnel.“Please contact us so that we complete the installation”. Why?The installation crew was unable to complete the installation and needs to makecontact with you. Please call Ikeja Electric’s Customer Care Unit: 01-7000250 or09087940825).I had a note [green door-hanger] on my door with the box checked . “We wereunable to complete the installation and will return on .” Why?This notice is to let you know Ikeja Electric staff was at your property and that theyneed to return to complete their work. The notice is a courtesy to let you know theywere there and will return.Can I set an appointment for the meter installation?No, because to install the meters as efficiently as possible, the meters will beinstalled using set schedules enabling installers to quickly move from location tolocation. The routes where meters will be installed will be identified several weeks inadvance.Will the new meter change my bill?
With the installation of the new meters, customers can manage their energy usagemore efficiently. This means your new bill will be determined by how much power youconsume.What do I do? My meter has just been installed, but I wasn’t given a meter formCustomers without meter form can obtain a copy at the Ikeja Electric office closest toyou.What do I do? My meter has just been installed.Visit the business unit office with the Meter form and photocopy of the installationform with valid means of identification i.e. (international passport, driver’s license orvoter’s card) to be submitted for documentation after being duly signed.What will happen when my meter is installed?Ikeja Electric installers will come to your door prior to installation, they will carryIkeja Electric photo IDs and branded shirts. If no one is home, they will complete thework and leave a notice on your door. Once the new meter is installed and operating,meter readers will no longer visit customers’ property to read meters; however,personnel may visit the meter periodically to perform safety inspections, routinemaintenance, or meter testing. Meter locations may change and you will be notifiedof any changes.How do I check my balance on AMI meter?Dial 007 and enterHow do I check my meter number on AMI meter?Dial 65 and the meter number will displayl live in a block of flats and I noticed that my neighbor’s energy charge is N21.30while mine is N21.80 and we are both residential customers, why the difference?You use a 3 phase meter with an energy charge of N21.80 while your neighbor uses asingle phase meter with an energy charge of N21.30.It’s my first time recharging my meter, how do I load my energy token?Activate your meter with the factory reset/key change tokens, by following theinstructions given to you by our customer care team.Why can’t I load my energy token?
This could be because you have not entered your energy token numbers correctly intothe meter. If this is not the case, kindly contact our call centre for further assistance.Why is my monitor blank?This is a technical issue, kindly contact our call center to make a complaint.Why is my monitor displaying an Error E5 message?Your smart card or your monitor unit might be faulty. Kindly contact the call centrefor further assistance.Why is my monitor displaying an Error E9 message?This could be as a result of the following; The monitor card is not properly connectedto the meter or the monitor unit of the meter is faulty. Kindly contact the call centrefor or visit our office for assistance.How can I get a prepaid meter?Please subscribe for MAP at map.ikejaelectric.comI purchased energy on my smart card but it read zero units when I inserted it intomy meter. What could be wrong?This could be as a result of the chip on your smart car having partial contact with themeter or network failure at the point of purchase. Please visit our Business Unitsclosest to you with the original copy of the purchase receipt.I have lost my prepaid meter smart card, what do I do?Visit any of our Business Units closest to you with the copy of your previousvending/purchase receipt.Replacing your card costs N 6,000.00, and payment should be made into Zenith Bank(1013104220).I have lost my STS card, what do I do?Please check the meter serial number on the face plate of the meter or a previousvending/purchase receipt. You can continue to vend with this number. Replacing yourSTS card is no longer necessary.I bought a prepaid meter into my flat, I am moving into a new apartment, Can Imove with the meter?
Prepaid Meters are not moveable, we advise you negotiate with your landlord.Why do I still receive bills even though I now have a prepaid meter?Please visit the Business Unit closest to you with a copy of the meter installationdocuments and your postpaid bill.Why is my meter displaying an error message?This could be due to low voltage. Please wait until the voltage is normal.How do I check the energy balance on the meter?Input the following short codes on the UIU and press enter:METER TYPESHORT CODEHexcel MeterInput 00 & press enter and the current unit on the meter will displayConlog MeterInput 009 & press enter and the current unit on the meter will displayEDMI Meter:Single Phase:Input 10 & press enter and the current unit on the meter will displayThree Phase:Input 01 & press enter and the current unit on the meter will displayMy meter has been activated and I want to load/recharge my meter?Hexcel Meter 46xxxxxxxxxPut the meter number and enter and00 enter to confirm communication(meter will display success)Conlog Meter 04xxxxxxxxxPut the meter number and enter (meter willdisplay succeed)EDMI Meter 43xxxxxxxxxInput 755204 Enter, after input the last 9 digits of meter number, finally press “ ” key.pairing is done
Three Phase:Punch the meter number and press enter(meter will display YaYaYa)Step 1: Ensure your UIU has been successfully paired with the meter. If this has notbeen done, please follow the steps below:Matching / Pairing of UIU with MeterTo Match/Pair the meter, carryout the steps below,Step 2: Confirm you have loaded your meter activation token (This is only applicableto meters that require activation token).To load your Meter Activation token carryout the steps below:Hexcel Meter 46xxxxxxxxxConlog Meter 04xxxxxxxxx·Punch in the 1st 20 digits and pressenter.·Meter will display success.·Then continue with 2nd digits and meterwill display success·After this, you can buy energy.· Punch in the 1st 20 digits and pressenter· Meter will display succeed.· Then continue with 2nd digits and meter willdisplay succeed· After this, you can buy energy.EDMI Meter 43xxxxxxxxx···Punch in the 1st 20 digits and press enter.Meter will display YaYaYa.Then continue with 2nd digits and meter will display YaYaYa·After this, you can buy energy.*** Upon confirmation of steps 1 & 2, proceed to Step 3 ***Step 3: To Load Your Energy Token:
Punch in all 20 digits and press enter.Meter will display success.How do I know my meter has been activated? A sms will be sent to your mobile phone within 72hours after installation. If notreceived you can alsoLog on to IE portal http://www.ikejaelectric.com/keychange/. Input yourmeter number and click the submit button. Activation token will be displayedinstantly. For meters that do not require activation token, an error messagewill be displayed as shown below;“Error Message: Your meter does not require activation token or meter has notbeen activated. Please call our customer care numbers on: 01-7000250 or09087940825”How do I check the energy balance on the meter?Input 009 & press enter and the current unit on the meter will displayWhere can I buy energy from?You can vend through any of our available payment channels e.g.Quickteller.com, www.ikejaelectric.com or USSD *565*6#I do not have Supply (energy has been exhausted on the meter):You are required to power the UIU with battery and input the energy tokenpurchased. This should be done within the visibility of your meter.Ensure your UIU is communicating with the meter:Check that the UIU box is properly connected. Also, the power source must be onIkeja Electric’s supply and not an alternative source.Please note, if you have done all these and still can’t load your token then you mighthave a faulty UIU box, a faulty meter or there might be no supply from thedistribution transformer to the meter. In this case, please call our customer carenumbers on: 01-7000250 or 09087940825 for assistanceMy meter has been activated and I want to load/recharge my meter?
Step 1: Ensure your UIU has been successfully paired with the meter. If this has notbeen done, please follow the steps below: Matching / Pairing of UIU with MeterTo Match/Pair the meter, carryout the steps below,Conlog Meter 04xxxxxxxxxPut the meter number and press “enter” (meter will display succeed)Step 2: Confirm you have loaded your meter activation token (This is onlyapplicable to meters that require activation token).To load your Meter Activation token carryout the steps below:Conlog Meter 04xxxxxxxxx Punch in the first 20 digits and press “enter”. Meter will display succeed.Then continue with the next 20 digits and press “enter”. The meter will display“succeed”After this, you can buy energy *** Upon confirmation of steps 1 & 2, proceed to Step 3 ***Step 3: To Load Your Energy Token: Punch in all 20 digits and press “enter”.Meter will display success.
Ecobank Nigeria Plc . Payment via Internet Banking: For customer with internet banking facilities with any of the banks listed on the table below, you can also pay your Ikeja Electric bills via the following steps; 1. Log on to your bank's internet banking Platform 2. Select NIBSS e-Bills (or eBillsPay or eBills Payment) in the bill payment section 3. Select Power - Ikeja Electric 4 .
