IE FREQUENTLY ASKED QUESTIONS

COMMERCIAL / BILLING

Why 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 Sales
Representative 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 follow:
http://eservices.ikejaelectric.com/billing/

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 I
came back and the bill has been running with huge outstanding
Please take a copy of your letter to the customer care center at your Business unit
and 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 designated
Zenith bank account of your Business unit. Account details will be provided at
respective 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 will
still receive a bill for the consumptions made before the disconnection. Subsequently
you 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 Ikeja
Electric?
No, you don’t have to pay a fee. Once you complete the forms, our staffs will come to
your 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 the
meter connected to the Feeder that supplies light to you is shared amongst all those
that 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 nearest
business 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 and
left huge debts?
Please liaise with your landlord on the settlement of the accumulated bills. You may
also visit the customer care of the nearest Business unit to negotiate an agreement on
how the outstanding debt can be settled.

What are the new rates for the different classes of customers?

Sub – Class Energy Charge (Naira/Kwh)

R1 4

R2SP 21.30

R2TP 21.80

R3 36.49

R4 36.92

C1SP 27.2

C1TP 28.47

C2 37.74

C3 38.14
 D1 28.68

D2 38.38

D3 38.85

A1 26.82

A2 30.2

A3 30.36

S1 19.42

PAYMENT

I made payment early this month and the bill brought yesterday does not reflect
my payment why?
Your payment must have been made when the current bill was already being printed
and 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 charges
has 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” and
write the name on the bill and account number on your teller.

 Ecobank Nigeria Plc

 Enterprise Bank Plc
 Fidelity Bank
 First Bank
 Heritage Bank
 JAIZ
  Keystone Bank
 Mainstreet Bank
 Stanbic IBTC Plc
 Standard Chartered Bank Plc
 Sterling Bank
 UBA
 Union Bank
 Wema Bank Plc
 Zenith Bank

I have made payments through the bank but it has not reflected on my bill. What
do I do?
Please visit the bank and request for an e-receipt to ensure that the payment has
been credited to Ikeja Electric account.

I have made payments using scratch card but it has not reflected on my bill. What
do I do?
Please take the scratch card and receipt obtained to the agent that sold the card to
you to verify both payment and credit accordingly for submission at your nearest
business unit.

Where and how do I pay my bills?

For postpaid customers, energy and non-energy related bills will ONLY be accepted
via 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 pay
your Ikeja Electric bills via the NIBSS eBills Pay platform.
 Customers must have their Ikeja Electric account details as shown on their bill
available.
 Obtain a copy of your receipt upon payment

2. 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. Enter requested details
5. Confirm customer details returned
6. Make payment
7. Receive payment conformation message and print/email receipt

3. 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 details
 Submit transaction
 Confirm customer Accounts details returned
 Make payment
 Receive 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 or

channels
2. Scratch off the silver panel to reveal pin
3. Send SMS in the format below to 20052

A. For Prepaid Customers (STS Meters Only)

1. Type in RC, followed by your Meter Number and the Recharge PIN (RC
MeterNumberRechargePIN) to 20052 via sms e.g. (send RC 0987654321
012345678 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 is
applicable 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 0987654321
012345678 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 (RC
MeterNumberRechargePIN) to 20052 via sms e.g. (send RC 0987654321
012345678 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
4. Enter the token on your Smart meter via the UIU in the order with which they
appear.
SMS sent to 20052 costs N10.

D. PAYING VIA IE PINS

1. Purchase the IE Voucher/Recharge card at any of your numerous agents or

channels
2. Go to the IE pins website https://www.iepins.com.ng/
3. Click on bill payment
4. Enter your Meter/Account number as required
5. Enter the Recharge Pin
6. You can use multiple pins by using comma separation (PIN,PIN,PIN),
e.g. 123456789012,234567890123 (10 pins max)

5. Payment via POS

A. 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 vendors
3. Obtain receipt with details of the 20-numbered unique energy token
generated.
4. Enter these sets of token on your STS meter in the order with which they
appear on your receipt.
B. For Pre-paid Customers (Smart Card)

1. Visit any of the Ikeja Electric business units, undertakings closest to you with
your smart card
2. Pay for the amount of energy required which will be loaded onto your smart
card.
3. Obtain your receipt and then insert your smart card into your meter.

C. For Postpaid Customers

1. Visit any of the Ikeja Electric business units, undertakings closest to you.
2. Purchase energy via the POS from any of our designated vendors
3. Obtain receipt with your payment details.
4. Payment via Interswitch

For Postpaid Customers (Only)

1. Log on to https://www.quickteller.com/ikejaelectric
2. Enter your Electric Account Number and other details as required
3. Confirm customer details as requested
4. Make payment
5. Receive payment confirmation message and print/email receipt.

What do I do? I have issues using Ikeja Electric payment channels

Please contact Ikeja Electric call center or send an email to
customercare@ikejaelectric.com

PREPAID METER

IF 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 your
landlord 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 a

meter?
Call Ikeja Electric’s Customer Care Unit to report on 01-7000250, 09087940825

If my meter gets burnt, who is responsible?

If vandalized, the customer is liable; but if it is caused by a power surge which is
traceable 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 please
note that this does not cover cost of willful or malicious damages. We therefore
encourage 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 to
ensure 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 make
contact with you. Please call Ikeja Electric’s Customer Care Unit: 01-7000250 or
09087940825).

I had a note [green door-hanger] on my door with the box checked…. “We were
unable 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 they
need to return to complete their work. The notice is a courtesy to let you know they
were 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 be
installed using set schedules enabling installers to quickly move from location to
location. The routes where meters will be installed will be identified several weeks in
advance.

Will the new meter change my bill?

With the installation of the new meters, customers can manage their energy usage
more efficiently. This means your new bill will be determined by how much power you
consume.

What do I do? My meter has just been installed, but I wasn’t given a meter form
Customers without meter form can obtain a copy at the Ikeja Electric office closest to
you.

What do I do? My meter has just been installed.

Visit the business unit office with the Meter form and photocopy of the installation
form with valid means of identification i.e. (international passport, driver’s license or
voter’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 carry
Ikeja Electric photo IDs and branded shirts. If no one is home, they will complete the
work 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, routine
maintenance, or meter testing. Meter locations may change and you will be notified
of any changes.

How do I check my balance on AMI meter?

Dial 007 and enter

How do I check my meter number on AMI meter?

Dial 65 and the meter number will display

l live in a block of flats and I noticed that my neighbor’s energy charge is N21.30
while 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 a
single 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 the
instructions 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 into
the 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 centre
for 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 connected
to the meter or the monitor unit of the meter is faulty. Kindly contact the call centre
for or visit our office for assistance.

How can I get a prepaid meter?

Please subscribe for MAP at map.ikejaelectric.com

I purchased energy on my smart card but it read zero units when I inserted it into
my meter. What could be wrong?
This could be as a result of the chip on your smart car having partial contact with the
meter or network failure at the point of purchase. Please visit our Business Units
closest 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 previous
vending/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 previous
vending/purchase receipt. You can continue to vend with this number. Replacing your
STS card is no longer necessary.

I bought a prepaid meter into my flat, I am moving into a new apartment, Can I
move 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 installation
documents 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 TYPE SHORT CODE
Hexcel Meter Input 00 & press enter and the current unit on the meter will display
Conlog Meter Input 009 & press enter and the current unit on the meter will display
EDMI Meter: Single Phase:
Input 10 & press enter and the current unit on the meter will display
Three Phase:
Input 01 & press enter and the current unit on the meter will display

My meter has been activated and I want to load/recharge my meter?

Hexcel Meter=46xxxxxxxxx Conlog Meter=04xxxxxxxxx

Put the meter number and enter and Put the meter number and enter (meter will
00 enter to confirm communication display succeed)
(meter will display success)

EDMI Meter=43xxxxxxxxx
Input 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 not
been done, please follow the steps below:

Matching / Pairing of UIU with Meter

To Match/Pair the meter, carryout the steps below,

Step 2: Confirm you have loaded your meter activation token (This is only applicable
to meters that require activation token).

To load your Meter Activation token carryout the steps below:

Hexcel Meter=46xxxxxxxxx Conlog Meter=04xxxxxxxxx

· Punch in the 1st 20 digits and press · Punch in the 1st 20 digits and press
enter. enter
· Meter will display success. · Meter will display succeed.
· Then continue with 2nd digits and meter · Then continue with 2nd digits and meter will
will display success display succeed
· After this, you can buy energy. · 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 not
received you can also
 Log on to IE portal http://www.ikejaelectric.com/keychange/. Input your
meter number and click the submit button. Activation token will be displayed
instantly. For meters that do not require activation token, an error message
will be displayed as shown below;

“Error Message: Your meter does not require activation token or meter has not
been activated. Please call our customer care numbers on: 01-7000250 or
09087940825”

How do I check the energy balance on the meter?

Input 009 & press enter and the current unit on the meter will display

Where 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 token
purchased. 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 on
Ikeja 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 might
have a faulty UIU box, a faulty meter or there might be no supply from the
distribution transformer to the meter. In this case, please call our customer care
numbers on: 01-7000250 or 09087940825 for assistance

My 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 not
been done, please follow the steps below:

 Matching / Pairing of UIU with Meter

To Match/Pair the meter, carryout the steps below,

Conlog Meter=04xxxxxxxxx
Put the meter number and press “enter” (meter will display succeed)

Step 2: Confirm you have loaded your meter activation token (This is only
applicable 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.