FAQ
MiKuenta
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First time user. How do I sign in?
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The account was made under somebody else’s name. How can I get access to it / change the name?
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Where can I find and/or download copies of my old bills?
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Will I be notified when a new bill is send?
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How do I view my current bill?
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How do I print or save a digital copy of my bill?
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How do I reset my password?
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I don’t remember my account number. What should I do?
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I forgot my password. What should I do?
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Is there a way to view the payments that I already made?
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Is there a way to view the monthly water and/or electricity usage?
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What are the benefits of opting to receive my bills via email/MiKuenta?
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What if I want my bills to get posted to my address again?
Billing & Payment
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How should I read the bill?
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How do I pay my bill?
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Can I pay my bill online?
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When is my payment due?
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My electricity bill is unusually high. What are the possible reasons for that?
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My water bill is unusually high. What are the possible reasons for that?
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It looks like my bill is incorrect. What should I do?
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I haven’t received my bill yet. How can I get it?
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How do I check my billing history?
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I need more time to pay my bill. What are my options?
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I have several accounts. Is it possible to pay multiple bills at once?
Connect / Disconnect / Reconnect Service
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How do I connect to a service?
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How do I disconnect from a service?
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How long will it take to connect my service?
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How long will it take to disconnect my service?
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I have been disconnected from a service. What should I do to get reconnected?
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Why have I been disconnected from a service?
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How fast will my service be reconnected after making a payment?
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What will happen if I didn’t make the payment to be reconnected on time?
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Why isn’t my power on, even though my service has already been reconnected?
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Why isn’t my water running even though my service has already been reconnected?
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Can I transfer service to my new property?
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How is the deposit amount determined (for new connection)?
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When is the deposit refunded?
Interuptions & Maintenance
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Where can I see if there is any maintenance planned?
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How do I report an interruption?
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What should I do when I see a damaged electrical line?
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What should I do if my power goes out / water stops running?
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How do I report a broken streetlight?
Prepaid electricity meter (Pagatinu)
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What are the benefits of using a prepaid (Pagatinu) meter?
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Do I pay less for electricity when using a Pagatinu meter?
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How long will it take for the prepaid meter (Pagatinu) meter to get installed at my address?
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The Pagatinu display keeps beeping repeatedly. Why does it do this?
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I lost my Pagatinu card. How can I receive a new one?
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Why did I receive less electricity (Kwh) while I paid the same amount of money?
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What steps do I need to take to have a prepaid meter (Pagatinu) meter connected to my house?