Electricity Meter Problems: What to Do
Electricity meter problems can be frustrating, especially when your power goes out unexpectedly or your meter stops accepting tokens. This guide covers the most common meter problems in South Africa and explains the correct steps to resolve them without risking safety or breaking the law.
Common Prepaid Meter Error Codes
Prepaid meters display various codes that indicate different conditions. Not all codes mean there is a fault. Common display messages include low credit warnings, rejected token messages, and tamper alerts.
If you see a message that you do not recognise, note it exactly as shown and contact your municipality or Eskom before taking any action.
| Display Message | Meaning | Action |
|---|---|---|
| LAST TOKEN UNITS | Meter is confirming last token loaded | No action needed |
| PLEASE CALL ENGINEER | Meter hardware fault detected | Contact municipality immediately |
| TAMPER DETECTED | Meter has been opened or interfered with | Contact municipality — do not attempt to reset |
| METER BLOCKED | Credit control block or tamper block applied | Contact municipality to resolve |
| KEY CHANGE TOKEN NEEDED | Meter key update required | Visit municipality for a key change token (free of charge) |
Eskom customer care: 08600 ESKOM (37566). Fault reporting hotline: 0800 111 155. Log a fault via SMS to 35328 or use the MyEskom Customer app.
My Token Is Not Being Accepted
If your 20-digit token is rejected, the most common reasons are: you have entered the wrong meter number when purchasing; you have entered the digits incorrectly on the keypad; or the meter requires a key change token before new tokens will be accepted.
Check that you are entering all 20 digits from left to right without spaces. If the problem continues after two attempts, contact your vendor or the municipality. Do not attempt to enter the same rejected token more than three times as this can permanently block the meter.
Meter Is Running Faster Than Expected
If you believe your meter is consuming units much faster than your usage warrants, request a meter audit from your municipality. You have the right to request that the meter be independently tested.
While waiting for an audit, keep a daily log of your meter readings and note which appliances you are using. This information will help the technician diagnose the problem.
Tampering with an electricity meter is a criminal offence under Section 22 of the Electricity Regulation Act. Offenders can be arrested, fined, and imprisoned. It also poses a serious fire and electrocution risk.
What to Do If Your Meter Appears Faulty
- Do not open, tamper with, or attempt to repair the meter yourself.
- Note the error code or unusual behaviour and your meter number.
- Contact your municipality's customer services or Eskom on 08600 37566.
- Log a fault reference number and keep it for follow-up.
- If the fault is confirmed, a qualified meter technician will be sent to replace or repair the meter.
- Request written confirmation of the fault finding and any credit owed for lost units.
Meter Bypass and Theft
Electricity theft through meter bypassing is a major problem in South Africa and costs municipalities and Eskom billions of rands each year. This cost is ultimately borne by paying consumers through higher tariffs.
If you suspect that a neighbour is bypassing their meter or stealing electricity, report it to your municipality or Eskom anonymously. Eskom has a fraud line and dedicated teams that investigate electricity theft.
Conventional (Non-Prepaid) Meter Problems
If you have a conventional meter that records consumption for monthly billing, problems can include incorrect readings, estimated bills, or a meter that has stopped spinning. Request a meter inspection from your municipality if your bill seems incorrect.
You are entitled to have your meter officially tested by your municipality at no cost if you have a reasonable belief that it is faulty. If the test confirms a fault, any overcharged amounts must be refunded.