1. Why am I failing to buy units with the new meter number they gave me? (Meter activation issue)?

A new meter number needs to be activated by EEC personnel through the system first, containing all customer details as per your application for a new connection or logged fault that resulted in the replacement of a meter, having been confirmed by the servicing depot on the installation.

For all activations customers are required to visit the nearest service centre with their application documentation (including their National ID).  

 

2. Can the units I have purchased for the wrong meter number be transferred to my meter number?

Yes, however a clear credit process has to be followed to transfer wrongly purchased units, whereby a technician will go on site to correctly allocate the purchased units at a current fee of E285. NB: Where weather conditions are not favorable the service is delayed in such requests.

 

3. How do I get the units that were left in my old meter?

A Free Issue Refund Form obtainable from any EEC Revenue/Service Centre has to be filled in order for your refund to be actioned.

 

4. Why do I have to come to you to fill in forms in order for me to get my replacement units?

To ensure accurate and clear information on the form for processing purposes.

 

5. I bought units with my new meter number and I didn't get the token?

One can make use of EEC's Self Service by dialling *8888# and selecting the Token option or by calling our Call Centre Numbers 800 9000 (toll free) and 2508 3333 (Standard rates apply) for your token.

 

6. Is it possible to load units remotely when away from home?

It is not possible for now, but we are actively working on automated meters.

 

7. Why do I have to pay for change of ownership?

For administration costs.

 

8. What is the rough estimate for a new connection if I am just a few metres away from the main line?

Several factors are considered when costing a quotation, thus we cannot give an estimate without you first applying and us, EEC, doing a site visit.

 

9. I paid but no one has come to connect for me, why?

Holding all factors constant, we aim to provide supply within 16 working days for a direct service connection where existing infrastructure can be used and within 30 days for capital work. Exceptions apply during times of where our network has been exposed to adverse weather and/or vandalism wherein these standards may not be met.

 

10. How long will it take for me to get my quotation?

We undertake to issue a quotation within 10 working days where there is existing infrastructure and within 30 working where network expansion (transformers) is required.

 

11. I was told to wait for 21 working days for my connection but the time has elapsed and still we haven't been assisted?

Exceptions apply during times of where our network has been exposed to adverse weather and/or vandalism wherein these standards may not be met.