Readings information and help

• Why is the metering data (readings) forecast?

  We prepare your bill on the basis of forecast consumption data if we have not received the actual amounts of electricity consumed by the time of issuing your bill. We forecast your electricity consumption on the basis of your consumption history.

  A quantity may be missing because the reading was not reported, or due to a data transfer failure in a remotely read meter or the switching off of the main fuse. In the event of a data transfer failure in a remotely read meter, consumption data is recorded in the meter by the hour. The data failure does not affect the operation or accuracy of the meter. When data transfer is restored, we will make a new calculation with the actual consumption data.

  Estimating is subject to the Standard Terms and Conditions for a Network Services Contract, which has been approved by the Competition Authority (Standard Terms and Conditions for a Network Services Contract for Low Voltage up to 63 A, clauses 6.4 and 6.5).

• When and how is a forecast made?

  A forecast is made on the 3rd or 4th day of the month if we have not received all the metering data from a remotely read meter by that time or we do not have the readings of a standard meter from the customer.

  For remotely read meters, we forecast the hourly amounts on the basis of the actual hourly data received by the system for the past 12 weeks (the average for the same hours for up to three similar days). In the absence of actual hourly data, we use the consumption data for the past 12 months and the standard consumption schedule for the place of consumption as the basis for the forecast.

  For standard meters, the forecast is based on the consumption data for past 12 months and the standard consumption schedule for the place of consumption.

• Why is a forecast not exact?

  The main reasons why forecasts differ from actual consumption include:

  • The fact that there is no consumption history, e.g. in the case of a new connection;
  • Consumption patterns have changed, e.g. when electric heating has been installed or the place of consumption is now used all year or new electrical appliances are used, etc;
  • Other factors influencing electricity consumption, e.g. major changes in outdoor temperature.

• What should I do if the forecast amounts differ considerably from actual consumption?

  If a bill is based on forecast amounts that are very different from the actual reading (e.g. the difference exceeds half a month's consumption), you should submit the actual reading. In such cases, we will correct the forecast amount on the basis of the reading received.

  Readings can be sent:

  - by email to naidud@elektrilevi.ee or to an answering machine by calling 800 4545 (only from landline phones) or

  - by calling 777 1545, selecting 1 (see more about submitting readings to an answering machine>>)(add a link to the question How to submit readings to an answering machine).

• Is forecast metering data corrected?

  After receiving actual metering data, we will correct the forecast amounts according to the actual consumption. This means that if the forecast amount is larger or smaller than the actual consumption, we will correct the forecast and adjust our calculations.

• Why does the Elektrilevi e-service / Elering data warehouse / electricity seller's app not show consumption data?

  Metering data is read from the meter at least once a day. We send the received metering data to the Elering data warehouse and, as a rule, make it available in the Elektrilevi e-service by 10 am the next day.

  If metering data is not available in the Elektrilevi e-service / electricity seller's app, this is usually due to data transmission interruptions. After the interruption has been resolved and metering data received, we forward the data to the Elektrilevi e-service and Elering data warehouse / electricity seller's app.

  If metering data is absent only in the app, please contact the owner of the app.

• Do I have to submit readings?

  If your place of consumption uses remote reading, you need not submit readings. You can see if remote reading is used at your place of consumption in the e-service. You can also submit readings in the e-service.

• How can I submit readings if my meter is not remotely read?

  If remote reading is not used at your place of consumption, we need to receive your meter readings between the last three days of the month and the third day of the following month. For example you can submit your March reading between 29 March and 3 April. Readings can be submitted in the e-service or to an answering machine by calling 800 4545 (only from landline phones) or by calling 777 1545, and selecting 1 (see more about submitting readings to an answering machine)

  Our e-service is the fastest and most convenient channel for submitting meter readings. Immediately after you have submitted your reading you will know whether it has gone through and whether it was submitted correctly.

• Why can't I enter my readings in the e-service?

  Readings can be entered in the e-service if your meter is not remotely read. If your meter is remotely read, you need not submit readings.

• How to submit readings to an answering machine?

  By calling 800 4545 (only from landline phones)

  The meter readings line is an answering machine working round the clock, to which calls can only be made from landline phones. When calling the meter readings line, you will hear the following answer: "Hello, you have called the Eesti Energia meter readings line. After the signal, please say your contract number, day and night readings from the meter, and your address."

  Your message is saved when you end the call. Calling the meter readings line is free of charge.

  By calling the information line 7771545, and selecting the language and pressing 1.

  The meter readings line is an answering machine working round the clock, to which calls can only be made from landline phones. When calling the meter readings line, you will hear the following answer: "Hello, you have called the meter readings line. After the signal, please say your contract number, day and night readings from the meter, and your address."

  Your message is saved when you end the call. The price of the call depends on the price list of your phone operator.

• Why does remote reading not work / is my meter not working?

  Signal transmission failures are the most common reason why remote reading does not work. Such interruptions are usually due to non-compliant or faulty electrical appliances (the fault need not be evident when using the appliance).

  The signal transmission failure does not affect the operation or accuracy of the meter. Read more about remote reading.

• When will the remote reading be fixed?

  It usually takes two to three months to restore remote reading. It may take longer depending on the complexity of the problem.

• When should I have my meter checked if the metering data is not available?

  Elektrilevi knows exactly which meters are not sending metering data at any given time. If metering data is missing, we will analyse the situation. If we have to check the customer's meter and equipment, we will contact the customer personally and agree on a visit.

• What does signal transmission failure mean?

  Most meters use the same power lines that bring electricity to the building to send the data from the meter.

  Signal transmission failure is caused by noise in the power lines that prevents metering data from being transmitted. Such failures may be caused, for example, by faulty power supply adapters, water pumps, LED lamps, set-top boxes, power supply units or devices that do not meet the established requirements.

• How do I find the reading on the meter?

  Read here about how to take meter readings.

• Why does the meter have a switch?

  The meter has a switch for switching on electricity so that the meter remains plugged in (the meter screen works). This way we will always receive metering data from the meter.

  When electrical work is done, electricity should be switched off from the main fuse or circuit breaker to ensure safety.

  Read more here

• Why is my meter not read remotely?

  A meter is not read remotely if:

  - The meter at the place of consumption is not capable of remote reading (the meter has not been replaced). The meter will be replaced and remote reading will be used when you start consuming electricity. The meter will be replaced free of charge.

  - The meter has been replaced, but remote reading is not used because signal transmission failures prevent metering data from being transmitted.

  We will notify you when remote reading begins.