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Service requests

Apply for a connection, a meter, an upgrade or a repair.

Four request types, one application form. Every request needs a verified account, because a technician visits a specific address.

4
Request types
5 days
First response
Online
No queue

A live wire, sparking pole or burning smell is an emergency. Call 905 now, or report an outage — no sign-in needed.

Start a request

Sign-in required

Pick what you need. You will be asked to sign in, then taken straight to that form.

Already applied?

Track progress, upload a missing document or reschedule a site visit from your account.

Track a request

What you can apply for

Read the requirements first — most delays come from a missing document.

New connection

Site visit required

Apply for a new electricity connection for your home, business, or project. Covers a first-time supply at an address that has never been connected, and a reconnection at a site where the service line was removed.

Typical time
15–45 days
Cost
Quoted after survey

What you need to attach

  • Kebele ID or passport of the account holder
  • Proof of ownership, or the owner’s signed consent if you rent
  • Site plan or house number, and a photo of the property frontage
  • Business licence and TIN for commercial or industrial supply
Apply for a new connection

Industrial and medium-voltage supply follows a separate engineering review. Choose the project option in the form and an engineer will contact you.

Meter replacement

Free if the meter failed

Request a faulty or damaged meter to be replaced at your premises. Use this if the display is blank, the meter rejects valid tokens, the readings are clearly wrong, or the casing is cracked or burnt.

Typical time
3–7 days
Cost
Free, unless damaged by the customer

What you need to attach

  • Your meter number and the name on the account
  • A photo of the meter showing the fault and the serial number
  • A short description of when the problem started
  • Your most recent token receipt, if tokens are being rejected
Request a replacement

Any remaining credit is transferred to the new meter. Tampering or customer-caused damage is chargeable and may be referred for investigation.

Capacity upgrade

Survey then quote

Upgrade your supply capacity to handle increased electrical load. Apply before adding a workshop machine, a large motor, an industrial oven or a lift, or if the main breaker trips whenever several heavy appliances run together.

Typical time
20–60 days
Cost
Quoted after survey

What you need to attach

  • Your current meter number and account details
  • A load list: appliances or machines and their ratings in kW
  • An electrician’s or consultant’s letter for three-phase requests
  • Business licence for commercial and industrial premises
Request an upgrade

An upgrade can mean a new meter, a heavier service cable or transformer work. The survey report tells you which, and what it costs, before you commit.

Maintenance request

Not for emergencies

Report service line or infrastructure issues that need technical attention. Use it for a leaning pole, a low or slack cable, a corroded connection, a damaged meter box or a street light that has been out for days.

Typical time
2–10 days
Cost
Free

What you need to attach

  • The exact location: address, landmark, or a dropped map pin
  • A photo of the problem taken from a safe distance
  • The pole or asset number, if one is visible
  • How long it has been like this
Report an issue

A live or fallen wire, sparking equipment, smoke or a burning smell is an emergency. Do not use this form — call 905 and keep everyone away from the area.

How to apply

The same five steps for every request type. Pause and come back any time.

  1. 1

    Pick the service

    A minute

    Choose the request type that matches the work. The form and the documents asked for change with it.

  2. 2

    Sign in

    A minute

    A technician visits a real address and the work is billed to a named customer, so requests are tied to a verified account.

  3. 3

    Fill in and attach

    10–20 minutes

    Address, meter number where relevant, load details and your documents. Save a draft and come back if something is missing.

  4. 4

    Review and survey

    5 days

    Your district office checks the papers and books a site visit where one is needed. You get an SMS with the date.

  5. 5

    Pay and schedule work

    Varies by type

    Where there is a charge, the quote appears in your account. Once paid, the work is scheduled and you are notified.

Before you start

Have these ready as photos or PDFs. Anything unclear is sent back for a re-upload.

Kebele ID or passport
The account holder’s, not a family member’s. Both sides, readable.
Proof of ownership or consent
A title deed, sale agreement, or a signed letter from the property owner if you rent.
Meter number
For a replacement or upgrade. It is printed on the meter and on every token receipt.
Photos
The property frontage, the meter, or the fault. Taken in daylight, from a safe distance.
A load list, for upgrades
Every appliance or machine you plan to run, with its rating in kW.
Business licence and TIN
Commercial, institutional and industrial requests only.

If you rent, get the owner’s signed consent before applying. It is the most common reason an application stalls.

After you submit

  • A reference number arrives by SMS straight away. Keep it for any call to 905.
  • Your district office reviews the documents and asks for a re-upload if anything is unclear.
  • Where a survey is needed, you are given a visit date and someone must be at the premises.
  • Any charge appears as a quote in your account. Nothing is paid in cash to a technician.
  • Status changes are pushed by SMS, and the full history stays in your account.

Only EEU staff may touch the meter

Never let anyone outside EEU install, move or open a meter, and never pay cash to a technician at your door. Every fee is paid through the portal or a bank, and every technician carries an EEU ID with a badge number you can verify on 905.

One reference, start to finish

Every request keeps the same reference number through review, survey, payment and completion, so nothing has to be explained twice.

Emergencies bypass all of this

A fallen wire or a sparking pole is a 905 call, not an application. Outage reporting stays open to everyone without an account.

Free help on 905

If a request has stalled, or a technician has asked you for cash, call 905 with your reference number.

Common questions

Why do I have to sign in?
A technician visits a specific address and the work is billed to a named customer. Both need a verified account, which also lets you track the request and upload anything missing.
Can I apply for someone else?
Only with the account holder’s written authorisation attached. The connection is registered in the owner’s name regardless of who files the request.
What does a new connection cost?
It depends on the distance to the nearest line, the poles and cable needed, and the capacity requested. The survey produces a quote before you commit to anything.
Is meter replacement free?
Yes, when the meter has failed on its own. Damage caused by the customer, or evidence of tampering, is chargeable and handled separately.
My street light is out. Is that this?
Yes — file it as a maintenance request with the location and the pole number if you can see one. Street lighting in some cities is handled by the municipality, and we forward those.
How do I know a technician is genuine?
Every EEU technician carries a photo ID with a badge number. Call 905 and read out the number before letting anyone work on your installation, and never pay cash at the door.

Still stuck? Call 905 free, 24/7, or contact customer care.

4 request types

Apply online

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Service requests | Ethiopian Electric Utility