FAQ
My Meter is off but my power is on.
Some of our meters go to sleep mode after a period of inactivity to conserve energy. Depending on the meter you are using, swiping your card or keying in code for checking your balance will activate the meter. Please see the customer relations ...
Date and time Error
Kindly visit your district office, a technician will be sent over to assist you.
Meter Error after purchasing power.
Please provide the following details to assist in resolving the issue • Location with landmark • Type of meter • Error number Click to provide details
Can I prune an overgrown tree on some conductors in my area
No please, tree pruning should be done by ECG or under their supervision. ECG District Office should be notified for the necessary preventive measures to be put in place in order to avoid any cost that may arise as a result of damage to ECG Property ...
Why do my lights go off during a storm or rains
This could be as a result of the following reasons including • Merged/ Broken Conductors • Broken / Burnt Poles • Burnt transformers/ Conductors
How do we report a broken pole issue
Kindly give us the Vehicle registration number if you have it as well as the Location, reliable contact number & nearest Pole number. Report to us on +233302611611, or @ECGghOfficial
A vehicle ran into one of the poles in my area what must we do
Kindly give us the Vehicle registration number if you have it as well as the Location, reliable contact number & nearest Pole number. Report to us on +233302611611, or @ECGghOfficial
My power has been been off for more than 24 hours
The following may be the possible causes: • Multiple faults • Burnt/ Faulty Transformer • Overhead Line fault • Underground cable fault • Cable theft • Broken/ Burnt poles Please provide the following details to make a report on your behalf if it ...
I have power but some sockets are not working, what is causing that?
The following may be the possible causes of Low Voltage: • Low voltage • Phase off (if meter is 3 phase) • Customer’s Internal Blown fuse (Any electrician can fix it) • Faulty Socket in customer’s premises • Suspected loose contact on 1 or 2 phases ...
My meter is on but I don’t have power
The following may be the possible causes: • Internal wiring problem • Insufficient credit (Prepaid meter) • Low voltage • High voltage • Faulty meter • Phase off (3 phase meter) NB. Most prepaid meters are built with relays that trip when ...
My power keeps going on and off (fluctuating), what is the cause?
The following may be the possible causes: • Overload • Low-grade cables used for wiring at customer’s premises • Jumper cut please provide the following details to make a report on your behalf if it has not been reported yet. • Location with ...
What is the cause of the Low Voltage in my area
The following may be the possible causes of Low Voltage: • Overload • Phase reversal • Jumper cut Please provide the following details to make a report on your behalf if it has not been reported yet. • Location with landmark • Reliable contact number ...
Why are some houses having power and we don’t have power
It may be due to a number of factors including; • Phase Off • Suspected Loose Contact • Electrical Fault • Faulty Meter • Exhausted Prepaid Credit • Disconnection Please provide the following details to make a report on your behalf if it has not been ...
Why do I have persistent phase offs?
Possible causes of phase off include; • Transformer Overload • Sparks on Pole • Power Fluctuations • Fuse/Cable theft • Illegal Connection • Merged Conductors • Broken Conductors • Usage of High Consuming Gadgets by customers Please provide the ...
How long will it take for my phase off issue to be resolved?
Phase offs are handled within 24 hours from the time is it reported.