6 Kenya Power Errors When Loading Tokens and How to Fix Them

More often than not, you may experience 6 different errors when trying to load your Kenya Power tokens after making a purchase.

In most cases, these errors are usually technical errors that can leave one in the dark if not rectified promptly.

Here are 6 different errors you may experience and how to fix them.

‍1. Blank Screen on CIU

In this case, the screen of the Customer Interface Unit (CIU) can be completely blank or doesn’t respond when you press any buttons. This case can be fixed by:

1. Checking if you have electricity or not.
2. If your power is on, ensure the socket power and the main power switch are switched on.
3. Confirm that the CIU is firmly connected to the socket outlet.
4. If your CIU is powered by batteries, replace the old batteries with fresh alkaline heavy-duty batteries.
5. If you do not have power or the problem persists, try loading the token from your neighbor’s house. 

"To do this, take your CIU to your neighbor's house and plug it directly into their wall socket to load your tokens," Kenya Power explains.

"This works because both meters are on the same electrical line, allowing the CIU to communicate with your meter even when connected to a different power source."

‍2. CONN Fail or CONN ERR

1. Plug the CIU directly into a wall socket. Avoid connecting the gadget to an extension.
2. For battery-powered CIUs, opt for high-quality alkaline batteries.
3. As a last resort, try connecting to a neighbour's socket if they're on the same electricity line.
4. If all these fail, contact Kenya Power's customer care center on 97771.

‍3.PLC Error‍

This means that there is a PLC (Power Line Communication) error appears during token loading. 

1. Ensure that your meter is plugged directly into a wall socket when loading tokens.
2. Check that all connections are secure and tight - this includes the CIU cable to the socket.
3. Always ensure that there's no interference from nearby electronic devices.

‍4. Meter Fails to Connect When Loading Tokens

1. Replace old batteries with fresh alkaline batteries.
2. Use a direct wall socket (avoid extensions).
3. Check for the blinking red light at the meter box.
4. Ensure your breaker is switched on.

‍5. BYPASS

Should the word BYPASS appear on the CIU when loading your tokens, contact Kenya Power for a technician to be dispatched to look at the issue.

"Do not attempt to fix this yourself! This requires professional assessment," Kenya Power advises.

"Dial *977# or use MyPower App under 'faulty meter' or call 97771 to launch an official report.

‍6. Tamper Error

A tamper error also requires one to contact Kenya Power and request a technician to be sent to look into the issue.

‍Broken Glass for Post Paid Meters 

Similar to the Prepaid model, postpaid customers also experience some issues with their meters.

The most common issue is usually the loose glass. Should one be experiencing such an issue, contact the power to send a technician to repair the glass.

This is because the glass may tamper with meter readings, leading to higher charges. On the other hand, broken glasses pose safety risks for the homeowner.