We are know rolling out a long-term fix for this issue see NI Keypad overload fix section below for further details:

I have an overload error on my meter. How do I fix this problem?

Firstly, you will need to reduce your electricity consumption to avoid further meter trips. You should identify high use appliances and switch them off.

Next, you will need to press and hold the ‘0’ key on your meter or keypad for up to 10 seconds to reset your meter. You may need to do this twice.

Is this the same fix for all keypad meter types?

Yes, this fix will work for all keypad meter types.

I have someone in my household on the Medical Customer Care Register and I rely on electricity for healthcare needs. What does that mean for me?

If someone in your household relies on electricity for healthcare needs, you should follow the advice set out above which should reset your meter and restore your electricity supply. If this is unsuccessful, you can contact NIE Networks on 03457 643 643.

For more information on the medical care register visit: www.nienetworks.co.uk/help-advice/vulnerable-customers/medical-customer-care-register.

What has caused the overload and how do I prevent this from happening again?

The overload error can happen when your household’s energy usage exceeds the limit on the keypad meter for a short period of time.

To avoid further overload errors:

1. Where possible don’t leave devices on standby - turn off at the mains.
2. If you have an electric vehicle, try charging your e-vehicle at a time when there’s less electricity devices being used inside the home.
3. Try not to run energy intensive appliances at the same time, this can include electric showers, ovens, kettles, washing machines and tumble dryers.
4. See NI Keypad Overload fix section below.

What happens if I get an overload error again? Do I need to contact you or NIE Networks to reset my meter?

No, you do not need to contact us again, you can follow the steps above. If this does not work, you can contact us or you can contact NIE Networks on 03457 643 643.

Is there an upper limit to the number of times I can reset my meter for this overload issue?

If your meter is in positive credit, there is no upper limit to the number of times the reset will work.

If your meter is running in emergency credit, the reset will work a maximum of 10 times. You’ll then need to top up your meter to reset the supply.

I’m not sure what type of meter I have? Does it affect credit customers?

This issue only affects keypad customers.

If you pay by top-up, then you’ll have a keypad meter similar to the one pictured here that will show an overload message.

This issue does not affect credit customers.

I do not have access to my meter, can you arrange for someone to come out and resolve this issue for me?

If you do not have access to the meter itself but have an in-home display unit connected to your meter which you use to top up your meter, press and hold the ‘0’ key on the display unit to reset the meter.

If this is not possible contact us or NIE Networks.

I’ve pressed “0” but still have no power - what do I do?

This may not be an overload issue, see flowchart for guidance. If you do not have power at your home, it may be due to:

1. Check your switchboard for possible tripped fuses.
2. Check for power cuts in your area. NIE Network’s Powercheck provides real-time fault information map.

I activated my friendly or emergency credit why has my power cut off? Will my power come back on with resetting the meter even though I have no credit?

If your friendly or emergency credit has been activated, following the advice set out above should reset your meter and restore your power. If your meter is running in emergency credit, the reset will work a maximum of 10 times.

Will the credit/money in my meter be affected?

No, this will not be affected.

When will this be fixed?

SSE Airtricity is working with NIE Networks to resolve this issue as soon as possible.

How is this going to be fixed - will my meter be replaced?

It is unlikely that your meter will need to be replaced, except in very exceptional circumstances.

NI Keypad Overload fix:

1. I have had this overload issue on my keypad meter how are you fixing this?

We will be pushing out a meter update via a 40 digit code to all keypad customers from early March. This will correct the overload issue. Customers will receive communications directly.

2. I have recently bought a top-up and I have longer code than I was not expecting. What do I do with the code?

You should take this code and input this into your meter just like you would with any other code.

Start by pressing the * key on your keypad meter, then enter the 40/60 digit code followed by #. This will credit your meter with the amount you purchased and will update the settings on your meter.

This will rectify the issue that has been ongoing with keypad meters.

3. I recently input a long code into my meter do I need to input this second long code?

Yes, you need to enter this code like you would with any other code you receive.

4. My meter won't accept my long code?

Long codes have to be entered in order of generation. You can check the last codes entered onto your meter by pressing but “4” on your meter. This shows you the last 5 codes entered onto your meter. If you’re continuing to have problems entering your top up code our user guide can be located here.

5. Will this long code affect my recent price decrease code?

No this long code will have no affect on your recent price change code. This code is to update settings on your meter to avoid you experiencing overload issues moving forward.

6. I have not received a long code yet, why?

SSE Airtricity is releasing these update codes in batches in early March. If you haven’t received your code yet you can expect to receive this long code when you next purchase a top up.