Report an outage
Many people assume the outages team know when the power is off at their place. Often they don’t. That will change when the smart network is fully complete. Until then, when your power goes out:
If you have mobile internet check the outages map to see if your outage has been reported.
If not, report it while you are there.
- If no power means no internet at your place, call 0800 100 202 to report the outage.
- If no power means no phone at your place ask a neighbour to report it, or sit tight.
The faster you tell us about an outage the faster we can locate and repair it. Some outages signal safety issues, so please contact us when the power goes out via the outages map or by calling 0800 100 202. Calls are free and you can choose whether or not to accept any service charges.
If your whole block or everyone for a country mile is without power it is probably a network fault that will be fixed free. Click here to find out more about what’s network and what’s not.
If you are the only one without power, or just you and a handful of neighbours are off, the fault is most likely to be on private service lines and you will need to pay for any repairs. In most cases the private line starts on the last pole or pillar on public land. In some cases it is shared between landowners.
During fault events safety is the first priority, and the first priority is to make safe. Faults that affect large numbers of people are usually fixed first. For smaller scale outages the dispatch team assess the time the problem was reported and proximity of the first response crew to the site before allocating priority. People who are registered as having medical or economic dependency on electricity may get priority treatment.
You can help prevent faults by using a SafeTrim service to keep trees well clear of power lines, having any over-head service lines on your own property checked and maintained regularly, and by using a SafeDig service to locate underground cables before you excavate, thrust or dig.