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MountainTech
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- Jul 14, 2020
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I’m desperately creating this thread in the hopes that someone can help, as I’ve exhausted all other options.
I also believe it reflects the struggles of thousands of residents who lack the technical knowledge or means to be helped or heard.
For the past three weeks, I’ve been without power. Electricity flows perfectly to my old-school meter, which connects directly to my main Eskom line (before the DB board). but I just cant buy tokens, I live in a small rural town, far from major cities, and this issue isn’t isolated.
The Problem in detail
As of three weeks ago, a sudden change occurred—likely related to the KRN update.
I can’t purchase electricity through the bank or at a counter. The only way to buy power is at a money kiosk in major stores, but this requires knowing the SCC, TI, and ALG codes for the meter. (not just the meter number)
Even with a token purchased using these additional codes at the kiosk, I still can’t use it because my meter is still using an outdated SCC number, which invalidates the token.
As far as I can piece together, the main issue is that my meter needs an updated SCC, but this update can’t happen until the meter is registered in Eskom’s system. However, registration also can’t proceed until the meter has a new SCC applied. It’s a frustrating loop.
But this is a guess and all I know is there are thousands more with the same "symptoms"
My Steps So Far to Correct the Issue
After my experiences at the walk-in center and with the technician, I’ve realized this is far from an isolated problem. Thousands of people, mostly in remote rural areas, are facing the same issue with no effective means of getting help. If even I—a tech-savvy individual—struggle to reach Eskom’s support channels, how are others supposed to manage? I’ve invested significant time, money on airtime, and fuel to reach centers with no resolution.
If anyone has advice, is experiencing the same issue, or would like more details, I’m happy to chat.
I also believe it reflects the struggles of thousands of residents who lack the technical knowledge or means to be helped or heard.
For the past three weeks, I’ve been without power. Electricity flows perfectly to my old-school meter, which connects directly to my main Eskom line (before the DB board). but I just cant buy tokens, I live in a small rural town, far from major cities, and this issue isn’t isolated.
The Problem in detail
As of three weeks ago, a sudden change occurred—likely related to the KRN update.
I can’t purchase electricity through the bank or at a counter. The only way to buy power is at a money kiosk in major stores, but this requires knowing the SCC, TI, and ALG codes for the meter. (not just the meter number)
Even with a token purchased using these additional codes at the kiosk, I still can’t use it because my meter is still using an outdated SCC number, which invalidates the token.
As far as I can piece together, the main issue is that my meter needs an updated SCC, but this update can’t happen until the meter is registered in Eskom’s system. However, registration also can’t proceed until the meter has a new SCC applied. It’s a frustrating loop.
But this is a guess and all I know is there are thousands more with the same "symptoms"
My Steps So Far to Correct the Issue
- Call Center
Reaching Eskom’s IVR system has been nearly impossible. Calls drop immediately or get cut off after a minute with a scratchy noise. After about 40 attempts, I occasionally get through to the IVR, but after being placed on hold, the call often drops after two hours. I spent an entire week calling daily from 8:00 AM to 4:00 PM, managing only one half-finished conversation and one complete call. During that one complete call, I managed to “register” my meter and received a new KRN2 code, which was supposed to resolve everything. While it did update my KRN, I still couldn’t buy tokens.
- Alfred Chatbot
The chatbot isn’t much help. According to it, my “meter is not registered.” The only available option is “update your details,” which I’ve done several times. Each time, I’m told that my details are captured and submitted to the back office. I’ve attempted this ever since the KRN2 update was introduced, but the chatbot still says my meter is unregistered.
I also selected “Token Meter Problems,” followed the guide, and was told that an SMS with new keys to update my meter would be sent within 48 hours. The SMS never arrived, and it’s unclear what it would even update—likely the KRN2, which doesn’t solve my issue.
- Email Support
I reached out to Eskom’s email support, and after a three-day wait, I received a response with a “KRN key rollout” to input. Since my meter is already on KRN2, this didn’t resolve the issue. It was evident that the responder didn’t read or understand my email or the specifics of my problem. Eskom’s ticketing system doesn’t allow for replies (attempts are met with an automated message saying the subject is incorrect), forcing me to open new tickets for each follow-up. This has led to a frustrating loop of repetitive responses with no resolution.
- Walk-In Center Visits (an hour’s drive from home)
On my first attempt, I arrived at 1:00 PM and encountered an enormous line of about 400 people wrapping around the entire shopping center. Based on the rate of entry, I calculated that I’d have a better chance of being helped if I arrived before opening.
On my second visit, I arrived at 7:20 AM and was already around the 50th person in line. The center only opened its doors at 8:20, and I finally entered the building at 2:30 PM. I was among the last to enter, as the remaining line was sent home due to “closing operations.”
Inside, only 2 of the 4 service desks were staffed, and no visible attempt was made to address the massive line of people outside with the same issue. Once again, I was told my meter wasn’t registered but was assured it was being done right then and there, with promises that my problem would be resolved (this was a week ago, and the chatbot still shows my meter as unregistered).
I explained that I’d already tried this approach, but it hadn’t fixed the issue. The assistant took my number and promised a follow-up call, which they did make the next day. They concluded that the issue was a physical problem and logged a call for a technician to come out.
- Onsite Eskom Technician
The technician confirmed there was no physical issue—the meter works, and power is present. The only problem is that no “power is loaded on the meter,” and I can’t load it because “someone high up made a mistake and changed the SCC number for the meters.” He explained that this issue is widespread, with customer service unable to resolve it and treating it as a technical problem. He clarified that a meter replacement isn’t needed and that it’s simply a backend database issue, which he doesn’t have access to fix.
After my experiences at the walk-in center and with the technician, I’ve realized this is far from an isolated problem. Thousands of people, mostly in remote rural areas, are facing the same issue with no effective means of getting help. If even I—a tech-savvy individual—struggle to reach Eskom’s support channels, how are others supposed to manage? I’ve invested significant time, money on airtime, and fuel to reach centers with no resolution.
If anyone has advice, is experiencing the same issue, or would like more details, I’m happy to chat.
