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The Kenya Power and Lighting Company’s (KPLC) adoption of installing the prepaid meter system has been pleasant to ordinary citizens. However, as long as systems alleviate service delivery, they come with challenges; one of them is the occurrence of delays caused by technical issues. If you’ve been using the prepaid service from KPLC, you are most likely familiar with the electricity token delays. So, what should you do when you encounter a KPLC token delay?
Installing the prepaid electricity meter system was a great step for the largest electricity distributor in Kenya, the Kenya Power and Lighting Company. The company’s technology adoption was to make it easier for the general public to monitor their electricity consumption and also lessen frequent visits to the KPLC offices.
Prepaid clients have more control over their electricity consumption since they buy KPLC tokens when they need them in the comfort of their homes. A problem comes when there’s a delay in the delivery of these tokens. What is the best way to handle the KPLC tokens delay?
Types of KPLC tokens delay types you can encounter
There are two types of delays you can experience with your KPLC tokens. The most common is when you don’t receive your electricity token after buying through your mobile money wallet. In other words, money is deducted from your mobile wallet, but you don’t receive a token message from KPLC.
Another case is when everything is successful, for instance, you get your electricity tokens but they fail to load upon feeding (fail to recharge immediately). This situation happens because of meter number confusion and is not as expected.
The best way to handle either situation is to be patient and wait for between 10 to 20 minutes to receive your tokens or feed your meter once again. However, in the case, that nothing is successful after waiting for this period, you can get in touch with the company through the available resolution platforms like contacting KPLC customer care.
How to Handle KPLC Token Delay
Do you know how to retrieve the KPLC token message? KPLC has provided different platforms for sorting out these issues, most common with prepaid meter clients. So, how do you approach token delay?
#1. Kenya Power Contact Centre
One of the best approaches to sort out your Kenya Power tokens delays is using the contact center. There are several telephone numbers that clients can call to get help. In addition, they have various hotline numbers, which are 97771 or 0703070707, or 0732170170, for all service-related inquiries.
This action will link you to the available customer service representative to help solve your token delay matter. The customer care representative should ask you a few questions to be sure about your identity before offering you any services.
#2. Twitter and Facebook
The Kenya Power Care pages are one of the most interactive on social media. You can find them @KenyaPower_Care and @KenyaPowerLtd on Twitter and Facebook respectively. You can tweet them or message them about your situation; make sure you include your meter number.
The support team will reply with the token number and amount paid. In addition, each time there is a delay in processing tokens, customers are notified through the social media pages in advance. When inquiring about the KPLC token prices or any other changes, the social media pages also come in handy.
#3. Email
You can email Kenya Power Care [email protected] to find out the status of your prepaid tokens. Ensure you indicate your meter number and the amount used to buy the tokens.
#4. Telegram
How can you get a KPLC token message? KPLC bot on Telegram provides real-time updates on various feedback such as delayed, prepaid tokens. The purpose of the Kenya Power bot is to make it easier for clients to access the status of their postpaid and prepaid accounts. You are able to view the services available when you add the Kenya Power bot to your chats.
#5. Through KPLC USSD
The KPLC token delay USSD code is *977#, which you’ll be able to utilize for other services. The USSD code provides five important options. For instance:
- Prepaid service (token)
- Postpaid services (bill)
- New connections
- Report incidences
- Jua for sure
- Manage accounts
Since you’re looking to sort your KPLC token delay, your primary concern is on the first option, and you can use these subsequent steps to sort your problem.
- Dial *977# from a Safaricom line
- Then choose the first option – Prepaid services (token).
- On the next menu, choose the second option, Latest Token.
- Choose the meter number from the list given.
- You’ll receive the three last tokens bought under the meter number once you select.
#6. KPLC MyPower app and self-service portal
One of the most effective ways to get a quick solution to your KPLC tokens delay is by utilizing the company’s official application available from the Google Play Store for Android users. The app provides various services, for instance, balance requests, e-bill registration, submission of meter readings, prepaid token purchases, and more.
So, how does one use the application to unravel their token delay problem? You can follow these subsequent steps:
- First, download the app from the Google Play Store or the App Store
- Once installed, open the app.
- Once opened, you’ll notice a list of menus on the home screen. Select the first option, My Bill/My Token.
- The selected menu has two main options, eg. Account Reference, and Meter Number. For the meter number, enter your 11-digit meter number(the one you have a token delay)
- Once entered, tap on the search icon.
- The action will bring a summarized table containing details of the last five purchased tokens for the account number provided. The former transaction is on top of the list.
Visit the Nearest KPLC Branch
If all methods for retrieving your KPLC token fail, the last alternative is to go to your nearest Kenya Power and Lighting Company office. Here, you’ll physically meet with a customer care representative who will sort out your problem.
Check your balance regularly to avoid inconveniences caused by delayed KPLC tokens. You should monitor your prepaid meter often to ensure that your tokens don’t end suddenly. Most KPLC meter displays have a beeping sound or different color flashes for different token levels. Most times, the feeder blinks red when it is about to get exhausted.
The prepaid meter system from the Kenya Power and Lighting Company has made it easier for clients to monitor consumption and lessen physical visits from the power distribution company. However, like every other system, it suffers from frequent delays. The good thing is that the company has availed various platforms to sort out a KPLC token delay, and you can send your message any time.