TNB addresses technical glitch after July usage spike sparks confusion

Tenaga Nasional Berhad (TNB) has issued a statement addressing a technical glitch in its digital system, after some customers reported seeing abnormally high electricity usage for July on the myTNB app.

The issue, which went viral on social media earlier this week, saw users sharing screenshots of unusually steep usage graphs and questioning the accuracy of the data. Several took to platforms such as TikTok to air their confusion and frustration over what appeared to be a sudden surge in energy consumption.

TNB clarified that the spike was due to a display error in the app’s July kWh usage graph and is not reflective of actual electricity consumption. The company has since removed the July graph from the app temporarily and is working to fix the error.

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In its public statement, TNB assured users that actual meter readings and final bills remain unaffected. Customers can refer to their official bills at the end of the billing cycle for accurate information.

The utility provider added that it is taking corrective action and will provide updates as the situation develops. It also encouraged customers with questions to reach out via its official support channels, including Facebook Messenger, X, email, and its hotline.

A+M has reached out to TNB for more information.

This incident comes amid TNB’s ongoing efforts to engage consumers digitally. In June this year, the Malaysian utility teased the return of its popular animated mascot, Jero, with an Instagram post asking, “Adakah anda merindui Jero?” (‘Did you miss Jero?’), accompanied by clips of the beloved cat.

TNB then revealed a new iteration of Jero, now equipped with a full TNB-branded suit and “special electrical powers,” including a “kilowatt tune” robotic voice changer, solar cell energy absorption, and “mega turbo boots.” The mascot’s upgrade captioned “Misi diaktifkan” (‘Mission activated’), signals a fresh, tech-powered approach to TNB’s branding and consumer engagement.

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