‘By December 2024, all prepaid electricity meters in the country must be updated or customers will not be able to recharge their units via their meters. The City of Cape Town’s prepaid meter update programme has been carried out successfully in a phased manner across the metro. We have reached 99% of prepaid meters and our progress is far ahead of many municipalities across the country with some indicating they are at about the halfway mark.

‘Approximately 604 500 meters have been updated and our teams are doing mop up operations to assist residents with their update where needed.

‘Residents are encouraged to contact our Call Centre on 0860 103 089 for assistance. Please remember that our teams carry identification and work order numbers and residents may contact the City’s call centre for verification,’ said the City’s Mayoral Committee Member for Energy, Councillor Beverley van Reenen.

How do I know if my meter has already been updated?

Residents may contact the City’s Call Centre on 0860 103 089 for assistance if they are unsure about whether their meter has been updated.

How will I know if it’s my turn?

Eligible customers will notice they are due for the update when they make a purchase and see the update codes. When making a purchase, customers will receive two 20-digit update codes along with their usual prepaid token.

Customers may follow these easy steps to enter the update codes:

1. Enter the first20-digit update code and wait for it to accept.
2. Enter the second20-digit update code and wait for it to accept.
3. Enter theusual 20-digit token to recharge units as normal.

Most customers prefer updating their own meters. Those who require assistance are encouraged to contact the City by:

• SMS: 31220
• Email: power@capetown.gov.za
• Phone: Call Centre: 0860 103 089

City teams are on standby to assist if required

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.

Frequently asked questions – Prepaid electricity meter software update (token identification update – TID)

1. Why must prepaid electricity meters be updated?

The current pre-paid electricity metering software will expire in 2024 for all prepaid electricity meters in South Africa.

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.

2. Which meters must be updated?

All prepaid electricity meters in South Africa.

3. By when must meters be updated?

By December 2024 and it will be done in phases.

4. Will all customers be able to update their meters immediately?

No. City prepaid meters were updated in accordance with an area schedule. The City is in the final stretch of the update programme.

5. How should meters be updated?

Most customers prefer updating their own meters. They are able to easily update their own meters when making an electricity purchase.

Follow these easy steps to enter your update codes WHEN your area is scheduled for the update:

• Enter the first 20 digits update code and wait for it to accept.
• Enter the second 20 digits update code and wait for it to accept.
• Enter your 20 digits token to recharge your units as normal.

6. Will the update codes work on all types of pre-paid electricity meters?

Yes, as soon as the codes are received.

7. For how long are the update codes valid?

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.

8. What happens if I throw away my slip, will I be able to get the two 20-digit codes again?

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.

9. What if I can’t update my own meter?

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.

10. How do I verify whether a person coming to my home to assist me with an update is from the City?

Teams will carry identification and work order numbers. Customers may phone the City’s Call Centre for verification.

11. Will my area be visited again?

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.

12. 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?

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.

13. Will my old unused tokens still work after the upgrade?

No, all old tokens must be entered prior to the update being completed.

14. Will my electricity meter use more electricity after the software update?

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.

15. Will my electricity units disappear or decrease when the meter is updated?

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.

Residents may contact the City’s Call Centre on 0860 103 089 for assistance.