Frequently asked questions

No, the cost is determined by your consumption, not by the meter itself.

The smart meter measures the amount of electricity, water, or gas that passes through it and reports the
usage to our online platform, the Client Zone.

With this information at your disposal, you can monitor your near real-time consumption, allowing you to manage your utility consumption more efficiently and control your spending.

However, the smart meter cannot identify which specific device or appliance in your house consumed
the electricity, water, or gas.

The meter reports the consumption it records to our cloud-based platform.

However, the smart meter cannot identify which device or appliance consumed the electricity, water, or gas. Appliances like hot water geysers often consume more electricity than expected, so we recommend taking the following steps to determine what the cause could be for high consumption by contacting our Customer Care:

1. Turn off the main circuit breaker for your unit before leaving for at least 4 hours. This ensures that no power is supplied to any of your appliances. Note the exact time that you do this so that you are able to view the consumption on your consumption history graphs. When you return, switch the main circuit breaker back on and note the time.

2. Two hours after returning, log into your My Voltage online portal and check your usage. During the time you were away, there should be no recorded consumption on your hourly graphs for
both water and electricity.

3. If no consumption is shown, this indicates that your meter is accurately recording usage, and
you may need to investigate your usage patterns to reduce electricity costs.

4. If there is electricity or water usage during the period you were away, contact Customer Care
and provide them with the details for further investigation. This should help ensure accurate tracking and responsible usage of utilities.

Each smart meter is linked to a specific unit, and you can check the meter’s status (e.g., online or offline) by arranging a remote switch test through our Customer Care team, who will perform the switch for you.

If the electricity in your unit is disconnected during the remote switch test, it confirms that the meter linked to your profile is indeed the one measuring electricity to your property. If the test does not disconnect your electricity, Customer Care will make further arrangements to resolve the matter.

We strongly recommend that you register online, but if it is not possible, we suggest that you make contact with our Customer Care Centre on info@myvoltage.co.za or call them on 087 057 2561 to register your mobile number on our system for low balance notifications. The low balance notifications will notify you of your balance if your available balance reduces and you need to add funds to your online account.

No, there are various options for notifying you about your usage and account balance. You will be disconnected if there is no available balance in your online account.

During your online registration, you will have the ability to set your own low balance notification preferences under your Profile settings. The smart metering system will monitor your account balance for you and will send an SMS or email when your Wallet balance drops below the threshold you have set.

The smart meter is installed outside your property in a secure kiosk, so you do not have direct access to the meter.

However, for your convenience, there are options available for an in-house display at an additional cost. Please contact our Customer Care Centre at info@myvoltage.co.za or call 087 057 2561 to inquire whether your unit is compatible with the available in-house display units.