Frequently Asked Questions

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The procedures and conditions for access to electricity have been simplified to allow the maximum number of households to connect to the grid. They are as follows:

1. The household must be in a connectable zone, which means within 50m of a connection pylon
2. The client must carry out a connection request by completing and signing the appropriate form
3. They must then provide a file containing the following:
   1. 1. A copy of their title deed
      2. A copy of their identification
      3. A line drawing of the approved by the appropriate governmental department
      4. Approval for connection from the energy division
4. At this stage, the Virunga team will carry out a feasibility study
5. Pending approval, the client can sign the connection contract and pay the related fees
6. The Virunga Energies team will then proceed to connect the client’s household
7. Once the connection is completed, the client and a Virunga Energies representative complete and sign a connection form, which denotes the completion of the process

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• If you electricity has already run out, long press the Enter key whilst keeping the keyboard plugged in, then enter the 20 digit code on your ticket
• If you still have electricity, simply enter the 20 digit code from the ticket

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• Connect the keypad to another electricity socket in your house
• If it still does not work, plug your keypad in a neighbour’s socket, making sure that both your homes are connected to the same pylon

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You will need to purchase a new keyboard and in the meantime, you’ll need to purchase the amount of KWh you require as normal and call our Call Center (+243 996 080 540) for assistance in loading these to your account

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• If the electricity is out, please check if the battery has run out
• If the battery still has charge, please call our Call Center for assistance (+243 996 080 540)

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• Try pressing the keys harder
• If that does not work, please call our Call Center for assistance (+243 996 080 540)

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• If your keypad reads dUPL, your code has worked and electricity has been credited to your account
• If your keypad reads REJECT, please ensure that the code was typed correctly and that it isn’t registered to someone else’s meter
• If neither of these apply, please call our Call Center for assistance (+243 996 080 540)

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Please purchase a new keypad at our commercial office

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Please present yourself to our commercial office who will issue a new one

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You can find it on previously purchased tickets or via your keypad by hitting the INFO(i) button, then typing 000 and finally pressing Enter

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You will need to pay for a triple phase connection and complete the required conditions