Outage & Faults

There could be a few reasons why you may not have hot water. This could also depend on the type of meter you have at your property.

Please check the following if your hot water is not on:

• Check your hot water cylinder is on
• Have you had a power outage today? Reheating can take a few hours.

If your hot water cylinder is heated by electricity, call an electrician, or if it’s heated by gas, call a plumber.

For further assistance on your hot water, please contact our customer care team through your My Account by filling in the Contact Us page or calling 0800 269 769 and press 1 for our Faults teams.

If you have no hot water or power, please contact our customer care team on 0800 269 769 and press 1 for our Faults team to assist you.

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 269 769 and select the faults line.

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

Please contact your local lines company. You can find their number here.  If the outage is not known, please call 0800 269 769 to speak to one of our Customer Care Team.

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.