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City teams ready to assist customers update prepaid electricity meters

<p>All prepaid metering software in South Africa must be updated or customers won’t be able to recharge their meters with new tokens and will be left without power supply. Prepaid electricity meters in the majority of areas across Cape Town have already been updated in a phased approach. Eligible customers will notice they are due for the update when they make a purchase and see the update codes. City teams are now on standby to assist those customers who did not update the meters during the phased roll out, if required.<br></p>

<div>'The City is in the final stretch of its electricity meter software upgrade programme with 95% of prepaid meters already updated according to plan. Approximately 619 000 meters have already been updated and all areas have been reached. The City will revisit areas where meters have not yet been updated and mop up operations are planned for early 2024. Residents are urged to help their family members with their updates where possible, particularly elderly family members and those with disabilities. Residents may contact the City’s Call Centre on 0860 103 089 for assistance,' said the City's Mayoral Committee Member for Energy, Councillor Beverley van Reenen.</div><div><br></div><div>Do it yourself</div><div>When making a purchase, customers will receive two 20-digit update codes along with their usual prepaid token. </div><div> </div><div>Customers may follow these easy steps to enter the update codes when their area is scheduled for the update:</div><div>1.<span style="white-space:pre;"> </span>Enter the first 20-digit update code and wait for it to accept.</div><div>2.<span style="white-space:pre;"> </span>Enter the second 20-digit update code and wait for it to accept.</div><div>3.<span style="white-space:pre;"> </span>Enter the usual 20-digit token to recharge units as normal.</div><div> </div><div>Most customers prefer updating their own meters. Those who require assistance are encouraged to contact the City by: </div><div>•<span style="white-space:pre;"> </span>SMS: 31220</div><div>•<span style="white-space:pre;"> </span>Email: power@capetown.gov.za</div><div>•<span style="white-space:pre;"> </span>Phone: Call Centre: 0860 103 089</div><div> </div><div>City teams are on standby to assist if required</div><div>City teams are standing by to assist households with the updates. Teams carry identification and work order numbers. Phone the City’s call centre for verification.</div><div> </div><div>Frequently asked questions – Prepaid electricity meter software update (token identification update – TID)</div><div> </div><div>1.<span style="white-space:pre;"> </span>Why must prepaid electricity meters be updated? </div><div>The current pre-paid electricity metering software will expire in 2024 for all prepaid electricity meters in South Africa. </div><div> </div><div>Pre-paid meters must be updated or you won’t be able to recharge your meter with new tokens and won’t have power supply. Updates to the software of prepaid electricity meters happened in a phased approach across the metro to ensure all meters were updated ahead of the deadline. Only when an area is reached for updating, as per the schedule, will customers get the update codes with their normal purchase. </div><div> </div><div>2.<span style="white-space:pre;"> </span>Which meters must be updated? </div><div>All prepaid electricity meters in South Africa. </div><div>3.<span style="white-space:pre;"> </span>By when must meters be updated? </div><div>By December 2024 and it will be done in phases. </div><div>4.<span style="white-space:pre;"> </span>Will all customers be able to update their meters immediately? </div><div>No. City prepaid meters were updated in accordance with an area schedule. Only when an area is being updated as per the schedule will update codes be issued when making a purchase. Update codes will not be issued to areas not earmarked for the updating in a certain month and customers in areas that have not yet been reached for updating will not yet be eligible to update their meters. The City is in the final stretch of the update programme.</div><div> </div><div>5.<span style="white-space:pre;"> </span>How should meters be updated? </div><div>Most customers prefer updating their own meters. They are able to easily update their own meters when making an electricity purchase. </div><div> </div><div>Follow these easy steps to enter your update codes WHEN your area is scheduled for the update:</div><div>•<span style="white-space:pre;"> </span>Enter the first 20 digits update code and wait for it to accept.</div><div>•<span style="white-space:pre;"> </span>Enter the second 20 digits update code and wait for it to accept.</div><div>•<span style="white-space:pre;"> </span>Enter your 20 digits token to recharge your units as normal.</div><div>6.<span style="white-space:pre;"> </span>Will the update codes work on all types of pre-paid electricity meters? </div><div>Yes, as soon as the codes are received. </div><div>7.<span style="white-space:pre;"> </span>For how long are the update codes valid? </div><div>The two 20-digit update codes must be entered into the meter immediately after it has been supplied as no other recharge token will be accepted by the meter. </div><div>8.<span style="white-space:pre;"> </span>What happens if I throw away my slip, will I be able to get the two 20-digit codes again?</div><div>The customer would have to phone the City to get the code. Currently there is no way to get a copy from a vendor. Take a picture of the slip; or make a note of the two 20-digit update codes. </div><div> </div><div>9.<span style="white-space:pre;"> </span>What if I can’t update my own meter? </div><div>City teams are visiting areas across the metro according to a schedule. Residents may contact the City’s Call Centre on 0860 103 089 for assistance.</div><div> </div><div>10.<span style="white-space:pre;"> </span>How do I verify whether a person coming to my home to assist me with an update is from the City? </div><div>Teams will carry identification and work order numbers. Customers may phone the City’s Call Centre for verification. </div><div>11.<span style="white-space:pre;"> </span>Will my area be visited again?</div><div>We plan to go area by area to revisit any meters that are not updated regardless of the area. This mop up operation is currently underway.</div><div> </div><div>12.<span style="white-space:pre;"> </span>I am in line for the City’s ongoing meter replacement programme (to replace old infrastructure), will the new meter be software compliant once installed? Would I need to update the code? </div><div>New meters installed will eventually all be updated but we are working through older stock at the moment and the older stock even though newly installed would need to be updated; the new compliant-ready meters are in the City stock stores now. Some of the field staff are already updating the meters if they are on site doing a meter change or site inspection.</div><div> </div><div>13.<span style="white-space:pre;"> </span>Will my old unused tokens still work after the upgrade? </div><div>No, all old tokens must be entered prior to the update being completed. </div><div>14.<span style="white-space:pre;"> </span>Will my electricity meter use more electricity after the software update?</div><div>Updates to the software of City prepaid electricity meters will not affect the user’s electricity usage in any way as it does not affect the meter’s calibration. If a resident suspects that their meter may be faulty, they are encouraged to contact us.</div><div> </div><div>15.<span style="white-space:pre;"> </span>Will my electricity units disappear or decrease when the meter is updated?</div><div>No, a customer’s electricity units will not be affected by the update. However, should customers have any technical issues, they are encouraged to contact the City’s Call Centre.</div><div><br></div><div>Residents may contact the City’s Call Centre on 0860 103 089 for assistance.</div><div> </div><div> </div><div>End</div><div><br><br></div><p><br></p>

2024-01-15T22:00:00Z

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