Who to call when the power goes out What to do step-by-step

An interruption to your electricity supply can happen at any time and for many reasons: from extreme weather events to grid incidents or internal problems with your home's installation. Knowing how to act and who to contact is key to resolve the situation quickly and safely.

Below, we explain what steps to take if you have a power cut, how to tell the difference between a general and an individual fault, and what services are available to help you.

How to know if the power cut is general or individual

Before calling anyone, it's a good idea to do a basic check to find out if the power cut is only affecting your home or if it is a fault on the electricity grid.

Individual fault

If the power cut is only in your home, it is most likely a problem with your installation. To check:

• Check your main fuse box (consumer unit). Make sure the switches are in the 'on' position (up), especially the main switch and the RCD (safety switch).
• If they are in the 'off' position (down), try resetting them. If the supply is not restored, turn the main switch off, wait a few seconds, and turn it back on again.
• If the power still doesn't come back on, unplug some of your electrical appliances. It is possible you have exceeded your contracted power allowance.
• Repeat the previous step. If there is still no power, the best course of action is to contact an authorised electrician to check your installation.

General fault

If the power cut is affecting several neighbours or the whole area, it is likely a fault on the distribution network. In this case, do not try to tamper with your installation: the correct thing to do is to report it to the relevant electrical fault service.

Who to call if the power goes out

Each electricity distributor has a specific telephone number for reporting incidents. This number usually appears on your electricity bill, in the 'Distributor' or 'Fault helpline' section. You can also find it on your distributor's website.

In Endesa's case, if the electricity supply is interrupted by external causes, such as storms, fires, roadworks, or objects falling on power lines, you must call the fault helpline for your region. From that moment, an action protocol is activated:

• Our Control Centre locates the fault and notifies the nearest Maintenance Brigade.
• A technical team travels to the affected site to resolve the problem, taking all necessary safety precautions.
• If the fault affects essential services, such as hospitals, emergency services, or water supply companies, they are given priority in restoring the service.

Advice on what to do while the fault is being resolved

While you wait for the supply to be restored, here are some recommendations you can follow to stay safe and prevent damage to your appliances:

• Avoid using candles: it is better to have battery-powered torches to hand to light your way safely.
• Do not open the fridge or freezer: this will keep the cold in for longer and prevent food from spoiling.
• Unplug sensitive electrical appliances: this prevents potential damage when the power comes back on.
• Stay calm: most faults are resolved quickly, especially if they have been reported correctly.

What causes an electrical fault?

Faults can have multiple origins, and they are not always within human control. Some of the most common causes include:

• Extreme weather events: storms, heavy snow, or strong winds can damage power lines.
• Fires or accidents: both urban and rural, can affect the electrical infrastructure.
• Roadworks: excavations or uncoordinated work can cause accidental cuts.
• Overloading the installation: if too many appliances are connected at once, it can trip the main switch.

What does Endesa do in the event of a fault?

At Endesa, we have a rapid response system to deal with any incident on the electricity grid. As soon as the alert is received, a technical protocol is activated, allowing us to locate the source of the problem and dispatch the nearest intervention team. The priority is to guarantee the safety of the engineers working on the repair and to restore the supply in the shortest possible time.

To report an incident or check the status of your supply, you can do so via:

• The Endesa Customer Area.
• The Endesa App.
• Our freephone customer helpline: 800 76 09 09

Knowing how to act during a power cut allows you to resolve the situation quickly and safely. Remember: if the fault is internal, call an authorised electrician. If it is external, contact your distributor. And in the meantime, follow the basic recommendations to protect your equipment and stay calm.