Outages & Faults

• Who do I call if my power goes out?

  Please contact your local lines company. You can find their number here. If the outage is not known, please call 0800 473 976 to speak to one of our Customer Care Team.

• What happens if there is an Electricity Emergency, Fault or Outage?

  In case of an emergency call 111.

  If a fault or outage occurs, check if there is an outage with your local lines company here. If the outage is not known, please call 0800 473 976 and select the faults line.

  If you or someone in your home, are dependent on electricity for critical medial support and disconnection of electricity may result in loss of life or serious harm, please ensure you have a backup plan ready.

• No Hot Water?
  If you've got no hot water, there are a couple of quick checks you can do.
   

  Step 1: Check your hot water cylinder switch
   

  Most hot water cylinders have a dedicated switch located near the cylinder.

  • If the switch is ON but you still have no hot water, the issue is likely with the hot water system itself. We recommend contacting a qualified electrician.
  • If the switch is OFF when you believe it should be ON, contact our faults team and we'll help determine whether there is a network-controlled hot water issue affecting your property.

  Step 2: Check your power
   

  If you have no power to your home, or your hot water issue is occurring alongside a power outage, please contact our faults team straight away.
   

  Before arranging an electrician
   

  If your hot water cylinder switch is on and power is available to your home, an electrician may be best first point of contact. This can help avoid delays in getting your hot water restored.
   

  Need help?
  
  If you're unsure whether the issue is with your hot water system or electricity supply, we're here to help. Contact our Customer Care team through My Account by completing the Contact Us form or call our Faults Team on 0800 473 976 and press 1. We’ll help point you in the right direction.

   

• What to do in a gas emergency?
  If you suspect that your gas appliance is faulty and may have a leak:

  1. Turn off your gas supply if it is safe to do so

  • To turn off your natural gas supply, turn the valve handle to Horizontal (level with the ground).

  • To turn off your LPG gas bottle supply, turn the valve clockwise until it closes.

  2. Open doors and windows to ventilate the area.

  3. Leave your home as it may be unsafe.

   

  Once you are at a safe distance, please call us.
• What can affect my Broadband performance and speed?

  There are a number of factors that can affect your Broadband performance and speed. For a list of tips and suggestions to help your Broadband connection click here.

  If you are still concerned about the speed of your connection, we recommend you do a speed test or our contact our Customer Care Team.

   

   

• What should I do if I have no power or hot water?

  If you have no hot water or power, please contact our customer care team on 0800 473 976 and press 1 for our Faults team to assist you.

• How can I protect myself from fluctuations and interruptions?

  Accidents causing damage to electricity lines can result in spikes and surges of electricity. This may lead to a sudden increase in voltage, which can damage electrical appliances or result in a fire.

  Take care of your valuable appliances such as television, computer and fridge by using surge protection devices that ensures the voltage is within the safe threshold. You can find these devices at most appliance stores around New Zealand.