Electric Ireland says fault issue might last until middle of week

Electric Ireland customer Christopher Stephens threw out hundreds of pounds of food

Power company Electric Ireland has said it could be the middle of the week before a keypad fault is resolved for most customers.

The firm said about 120 customers lost electricity as part of a keypad fault that could potentially affect 4,500 customers.

Some people said they had been without power for over 48 hours over the issue.

Christopher Stevens, a father-of-five from Ballymena, County Antrim, told BBC News NI it was "a shambles".

Peter McClenaghan, of the Consumer Council, said "thousands of people" were stressed by the situation and it was essential that Electric Ireland "step up to the plate".

NIE Networks said it was now installing new meters for those who lost power, while Electric Ireland has apologised.

The firm is Northern Ireland's third largest electricity supplier.

"Currently we anticipate this issue should be resolved for most customers by the middle of the week," Electric Ireland said, in a statement.

It added that it "sincerely apologises" to those who lost electricity supply as a result of ongoing technical issues with some keypad meters.

It said the vast majority of the 120 customers who had lost supply have been reconnected.

"We are continuing to work closely with the network operator to reconnect those off supply, and are prioritising vulnerable customers," Electric Ireland said.

"We appreciate this is very challenging for the affected customers and their families. We are really sorry for the upset caused.

"We acknowledge the inconvenience this is causing and appreciate your patience as we work to resolve this complex issue."

Customers have been experiencing problems with their meters

Incidents such as this will normally lead to an investigation by the Utility Regulator.

It can examine the technical failings as well as how the company communicated with customers.

Adverse findings can lead to fines or other enforcement action.

In October 2020, Electric Ireland agreed to pay £250,000 to local charities after an investigation into the firm's treatment of customers in areas such as switching, communications and handling complaints.

The fault affected top-ups purchased between midnight on 30 August and 13:23 BST on 31 August - the firm said the issue meant keypads had been capped at a £10 limit, so anyone who bought a credit of £10 or more in that period could not add it to their meters.

Many customers who tried to do so received a "Credit Hi" message on their meter.

This meant they were unable to enter new top-ups to the meter until Electric Ireland cancelled all previous attempts - leaving some without electricity.

'Relatively unprecedented'

On Monday, Peter McClenaghan told BBC News NI that it was clear that Electric Ireland's communication has "not been good".

"This is a relatively unprecedented situation, there are no firm and fast rules as to how people would get compensation in this regard, but it is something that the Consumer Council will be really active [on] over the next number of weeks to try and push for compensation for people and that that compensation comes quickly," he said.

Peter McClenaghan is director of infrastructure and sustainability at the Consumer Council

Mr McClenaghan said it was important that any compensation covered matters such as the loss of power, and where fridge and freezer contents have been ruined.

"That's potentially running into hundreds of pounds for families, so it is really important that Electric Ireland stand up, admit the error and make that compensation."

Electric Ireland said that of its 74,000 Northern Ireland customers, it had identified 4,500 keypad meter customers "who are potentially impacted by this issue".

It said it had begun to contact customers by text to let them know what actions were needed to return the meter to normal.

It also warned people not top up their meter unless instructed as that could "delay restoration of their service".

Some customers who had gone days without power were heavily critical of the firm.

'Mentally draining'

Mark Graham, who lives with his wife and son in Ballynahinch, County Down, was without power from 15:00 BST on Friday, until NIE Networks called his wife on Sunday and said that as the family had been without power for more than 48 hours it would reinstall a new meter.

"It has given us electric temporarily until Electric Ireland sorts this and was installed last night (Sunday) around half past seven," he told BBC Radio Ulster's Good Morning Ulster on Monday morning.

Mr Graham said that the full contents of a freezer had to be thrown out and communication with Electric Ireland had been "absolutely brutal".

He described the whole experience as "mentally draining".

Electric Ireland said it can be contacted on 0800 313 4926 (Monday to Friday 08:30 to 19:00).

Outside of these hours, customers have been asked to contact NIE Networks on 03457 643 643.