Many electricity consumers across the country were left frustrated after the Electricity Company of Ghana’s (ECG) systems went down, making it impossible for customers to purchase prepaid power credit.
Users who attempted to top up their meters through the ECG mobile app were repeatedly met with an error message stating that it was “Unable to establish a remote connection to your meter.” Customers who used the ECG USSD short code *226# also encountered problems, with the system responding that the “Service is currently unavailable.”
The disruption led to several complaints from ECG customers, particularly prepaid users who were already running low on electricity. Many said they tried multiple times, switched payment options, restarted their phones, and checked their network connections, but nothing worked. Throughout the day, complaints flooded social media, with customers questioning why there was no official communication from ECG.
Adding to the frustration, some customers who were unaware of the technical fault went ahead to purchase credit through mobile money. In several cases, their MoMo accounts were debited for the full amount, but no electricity credit was received on their meters. These customers say such situations need to be properly handled and clearly addressed, as this is not the first time it has happened.
Also Read: Agradaa Takes Lives of an Innocent woman and her daughter
Some affected customers also complained that in previous similar incidents, those who lost money were neither refunded nor compensated, leaving them feeling cheated and ignored. Beyond the financial loss, others were left to spend the night without electricity, a situation many described as disappointing and avoidable with better system management and communication.
For most of the day, ECG did not provide any official update on the situation. It was only later in the afternoon, around 3:00pm, that the company released an announcement on its mobile app, acknowledging the technical challenges affecting prepaid credit purchases and assuring customers that efforts were underway to resolve the problem.
While the delay in communication deepened customer dissatisfaction, many consumers say they are hopeful the issue will be fixed as indicated in the announcement. Customers are calling on ECG to not only restore the systems but also ensure that affected users who lost money receive proper refunds or compensation, and that future incidents are handled with greater transparency and urgency.
