Kenya Power and Lighting Company (KPLC) on Tuesday, July 8 released a detailed guide to assist their pre-paid customers with some of the most common issues with their token meters.
The utility company has highlighted some of the most common errors which can easily be corrected by token users as well as issues which require immediate reporting and professional assessment.
Top of the list of issues which Kenyans were warned against trying to resolve by themselves was the issue of bypassing, which involves the flow of electricity current around a meter, which leads to a failure to record an accurate reading.
Known as a Bypass Error, KPLC emphasised that such issues should be left strictly to professionals since handling of sensitive equipment like prepaid meters, may lead to further damage or raise legal issues.
Another common error the utility company highlighted was the "Conn Fail", which basically entails a general failure to load tokens. For this issue, customers are advised to first confirm if there is power in their area and to ensure that the main switch is turned on.
Customers have also previously reported issues with the Customer Interface Unit (CIU), to which KPLC says can be resolved by double-checking whether the device is plugged in correctly into the wall socket, without the intervention of an extension cable. Customers can also replace old batteries with heavy-duty ones to heighten the chance of their CIU working efficiently.
If the CIU still does not work properly, KPLC suggests taking it to a neighbour's house and plugging it into their socket, provided the two households are on the same power line. This method is effective since it helps the CIU establish communication with the meter from a different power source.
The utility company also discussed the “PLC Error", which commonly appears on the CIU's display. For this one, customers are instructed to ensure tight and secure connections, while also using a direct wall socket, to eliminate interference from nearby electronic devices.
Another commonly reported issue is the failure of meters to load tokens altogether. In this case, KPLC advises checking for blinking red lights at the meter box, confirming the breaker is switched on and replacing batteries which are worn out.
While most of the issues highlighted by KPLC can be easily resolved by customers themselves, the company emphasized that not all problems require a do-it-yourself approach.
The 'Bypass' error message, in particular, is one of the most serious and should only be handled by professionals, according to KPLC.
For such incidents, customers are urged to report faults like bypass errors by dialling *977# or through the MyPower App under the “faulty meter” section. Alternatively, customers can call 97771 to lodge an official report.
