COVID-19 Support //

We're here to help. Check out our tools and tips on how to stay in control of your electricity costs, and if you need support with paying your power bill please contact us.

Got a question about emergencies or outages?

Got a question about emergencies or outages?

You might find the answer below. But if you can't find what you're looking for, let us help you. We've got dedicated teams for all your enquiries and we're always happy to help.
 

Outages FAQs

 

Who to call:

// Auckland (All areas)
0508 832 867 (0508 VECTOR)

// Northpower
09 430 1800

// Top Energy
0800 867 763

// WEL Networks
0800 800 935

// The Lines Company
0800 367 328

// Counties Power
0800 100 202

// Westfield Trust (Electricity and gas)
0800 490 004

// All other areas
0800 232 858 (0800 2 FAULTS)

// Gas faults
0800 232 858 (0800 2 FAULTS)

Please note: Mercury cannot log faults or provide updates on faults. Please contact the appropriate number above. 

 

Unfortunately, there are a number of reasons why your power or hot water can go out, so it pays to be prepared. Here are a few pointers:

if there's a weather warning in place charge your phone while you can (and anything else you may need)

// grab a few torches (or candles for mood lighting)

// dig out a thermos or two for keeping boiled water hot

// make sure you can easily access a gas cooker or BBQ for cooking

// plug-in an old school corded phone as these do not need mains power to work

 

If the power or hot water goes out:

// contact the appropriate faults line - see below for details

// unplug any sensitive appliances or devices; or use a power surge protector

// check on neighbours to ensure they are safe and comfortable (let’s stick together!)

if you have people in your home (or neighbourhood) who rely on electricity for medical purposes, please ensure they are safe. If necessary, please contact your healthcare provider or call 111 in an emergency
 

 

Check out your lines company's website for information on known outages.
 

// Top Energy - Visit their website for news on outages and lines maintenance.

// Northpower - View listed faults and outages on their website.

// Vector network - Check out the Vector outages map on their website (please note: this will not show hot water
outages).

// Counties Power - Visit their website to view the outages map.

// Westpower - View a list of planned and unplanned outages on their website.

// Electra - View information on the Electra network status here.

// Powerco - View a list of known faults on their website.

// WEL Network - View a list of known faults on their website.

// Waipa Network - View a list of known faults on their website.

 

 

// For EMERGENCIES, please dial emergency services on 111

If there is anyone at the property who relies on electricity for MEDICAL EQUIPMENT please call Mercury on 0800 630 002 to organise an urgent reconnection

//  GLOBUG, our prepay service, may be able to help you reconnect and assist you with paying off your overdue balance.

// Please call GLOBUG on 0800 773 729 or Mercury on 0800 10 18 10. You will not be required to pay your historic electricity debt before your power is reconnected

// Do not try and reconnect the power yourselves, this is very dangerous and may result in serious injury or death. Please treat all installations as live at all times

// Be careful with candles and any other alternative cooking or light sources with open flames 

// Let a family member or friend know you are without power and make alternative arrangements 
 

 

First Steps

If there is a gas fire or you can’t stop the gas leak by turning off the gas appliance(s) or the gas supply, contact 111 straight away.

Turn off all gas appliances if it’s safe to do so and turn off the gas supply at the meter or cylinder.

To turn off your metered gas supply, turn the valve handle to horizontal (so that it is level with the ground) - you may need a spanner to do this.

If the smell of gas is solely inside, call a registered Gas Fitter and do not turn your gas supply or appliances on again until the registered Gas Fitter has visited your property and ensured it is safe.

If the smell is coming from or around your gas meter, call our Gas Faults Team on 0800 232 8587 (0800 2 FAULTS).

Ventilate the space by opening all doors and windows if the smell is in the house and it is safe to do so.

Report the Issue

For Gas Faults you can reach us on 0800 232 8587 (0800 2 FAULTS). If the smell persists or if you're concerned, leave the property and call us from a separate location to report the issue. If there is a gas fire or sparks are present, call 111 straight away.

What Not To Do

  • Don’t use your mobile or landline phone in the area.
  • Don’t turn your electrical appliances or switches on or off, this could ignite the gas.
  • Don’t light matches, candles, flames or cigarettes in the location.


For more information visit gassafety.co.nz.  

 

 

Call our Gas Faults Team on 0800 232 8587 (0800 2 FAULTS).

If there is a gas fire or you can’t stop the gas leak by turning off the gas appliance(s) or the gas supply, contact 111 straight away.

If you are having general issues with your gas appliances call a registered Gas Fitter.  


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