Power Outages

What to do Guide

During times when the power goes out, PowerNet’s System Control can often be inundated with phone calls from customers reporting their outage or a fault. In many cases we are already aware of the problem and have a restoration plan in action.  However, we do appreciate those first calls that assist us in identifying which areas are affected.

As you will appreciate our priority is to get power back on to you as quickly as possible. Given the large volume of calls we receive, occasionally it may be difficult to speak with you directly. Our phone system is programmed to provide callers with the current power outages and restoration information; this will allow you to hang up with your call purpose satisfied.

The phone system is automatically updated as faults are registered so if there is no reported fault in your area and you are experiencing a power outage, or more importantly may have a problem that is threatening a life or property you need to stay on the line and speak to one of our System Control team.

Thanks, to the PowerNet System Control Team, we provide a 24/7 faults service and can be contacted on 0800 808 587.

The principle types of Power outages or faults are:

    • Complete loss of supply, i.e. all lights and power is out
    • “Brown Out” or “Dim Lights”
    • The power is on, but there is no hot water

 

 

Complete loss of power supply

All of the lights and power at the wall sockets in your premises are off.

What causes this type of power outage?

A complete loss of supply can be caused by any number of events, from a vehicle hitting a pole, to lightning strikes, trees falling over the power lines, or even vandalism. Always treat the lines as live and do not approach. Keep a safe distance and phone our PowerNet’s System Control on 0800 808 587.

What should I do?

On most cases of residential and commercial power supply you will be on a common line with your neighbours. Check to see if your neighbours have their lights on or if the street lights are working.

If the houses next door, or down the street do have power then the chances are that the problem will be isolated to your house. This could simply mean a blown fuse or in the worst case your supply line from the street has broken. We recommend you turn off or unplug all electrical appliances to avoid the possibility of fire when supply is restored then call PowerNet’s System Control  on 0800 808 587.

If you can see what has caused the loss of supply, e.g. a tree branch has fallen down over the wires, or you have a problem that affects life or property please treat the lines as live and do not approach. Keep a safe distance and phone PowerNet’s System Control on 0800 808 587.

Otherwise rest assured we will be working as fast as possible to restore your supply.

 

 

“Brown Out” or “Dim Lights”

Some of the lights and power at the wall sockets in your premises are off or lights are dim or flickering.

What causes this type of power outage?

“Brown Out” or “Dim Lights” are generally caused when a single phase on the supply network is lost, or the demand for electricity in your area temporarily exceeds supply.

What should I do?

Turn off or unplug all electrical appliances, leave one light switched on (not a fluorescent) which will let you know when power supply has been restored. This will avoid the possibility of fire when supply is restored.

 

 

The power is on, but there is no hot water

What causes this type of power outage?

Many households have taken advantage of using “Off Peak” hot water savings. This system operates by “ripple control”, where we send a signal to your hot water system telling it to turn on and off when power is at its cheapest.

Unfortunately on odd occasions the signal which is sent out to tell your hot water system to turn on may get interrupted. As soon as we have been advised of the problem we will re-send the signal and you can expect hot water again within about four hours.

What should I do?

Check the hot water after a couple of hours and if it hasn’t warmed up please phone PowerNet’s System Control on 0800 808 587.

 

 

Service Line Responsibilities

Power lines and equipment inside your property boundary are known as service lines or mains. As a general rule property owners are responsible for arranging the maintenance and repair of these lines and equipment.

If a fault occurs and is found to be on your side of the boundary, the cost of repair and possibly the call out charge will be your responsibility. In these circumstances PowerNet System Control or PowerNet’s field staff will keep in contact so that you can make informed decisions.  To learn more about service line responsibility please click here.

 

 

To view the current power outages click on this link  and follow the screen instructions

 Power Outages

 

Power Outages Reported by Smartphone

You can also report or receive outage notifications via your Smartphone. To enable this you need set up your smartphone.

Follow these easy steps on your smartphone to report or receive outage notifications.

To view current outages

  1. Go to outages.powernet.co.nz
  2. Select your location – area from the drop down arrow under the ‘current faults’ list to find out the estimated time for the power to be restored for that area.
  3. Enter your mobile number in the box and click register if you want to be notified of any updates for the outage in that area.

Now you will receive any updates for the outage in that area.

To report an outage using your smartphone.

  1. Go to outages.powernet.co.nz
  2. Your phone may provide the website with an address if you have enabled this, otherwise you can enter an address manually by selecting the setting icon (on right side of yellow banner) and selecting ‘Add location’ button
  3. Select the cause from the drop down list
  4.  Enter your mobile number and click send

Please note: If you have any new information regarding your outage or the power is not back on within two hours you need to phone PowerNet’s System Control on 0800 808 587.

Planned Outages

All planned outages on the PowerNet managed networks require written notification 7-11 working days in advance to the customers affected.   Notification are normally mailed to the affected customers but on some occasions will be delivered by a PowerNet approved contractor.

 

If there are no reported power outages and you are experiencing an outage please phone PowerNet’s System Control on 0800 808 587.