Are you lacking electricity?
Check the fuses
If the outage does not show on the map, check if the outage has occurred locally on the property.
What to do
Block of flats
Terraced or detached house
Report the problem
If the outage does not show on the map and the fuses are in order, the fault may have occurred in the low-voltage distribution network. We are often told about these issues by our customers.
Call
0800 100 100
Outage repair order
The power is cut
A fault occurs in the electricity network and automation cuts the power in the area. The most common reasons are trees falling on power lines or the electricity network getting damaged during excavation work. A fault in the medium-voltage network automatically shows on our outage map. Customers who have signed up for the disruption notification service are notified of the outage by SMS or email.
Elenia’s control centre is notified of the outage
Less than 5 min from the start of the outage
The control centre starts to narrow down the fault using remote control equipment.
Power is restored using backup connections
5–10 min from the start of the outage
Within approximately 5 minutes, power is restored for 80% of the area’s residents using backup connections.
The control centre notifies the fault repair team
15 min from the start of the outage
Restoration of power for the rest of the area requires the team. The fault repair team of Elenia’s partners is called to fix the problem and restore power for the customers.
The team moves to the site where the fault occurred
30 min to 1 h from the start of the outage
The trip to the site may be long, or the site may be located in the middle of the woods, far away from a road.
First, power is restored using terrain connections
1 h from the start of the outage
Power is restored for 50% of the customers in the area who are still without power at this stage using the terrain connections made by the teams.
The fault is repaired, and the rest of the customers will get power back
2–3 h from the start of the outage
To restore power for the rest of the customers, the fault must be repaired. Sometimes, repairing the fault can require special equipment or, for example, new electricity pylons. This may take several hours. Customers who have signed up for the SMS service receive an estimated repair time by SMS.
We aim to restore power for all of our customers as soon as possible
All in all, restoring power takes on average 2–3 h
Customers who have signed up for the SMS service are notified of the end of the outage by SMS.
Our control centre monitors the electricity network and provides a 24/7 service
Please report the location of a fault or an imminent threat to our electricity network to our outage management service.