Help and information / Outages

Power cuts can be divided into two:

  • power cuts due to malfunctions, or interruptions due to failures;
  • interruptions or scheduled interruptions required for scheduled network operations.
  • In the event of a power outage, the power goes off unexpectedly and may have various causes, such as a power line break, substation failure, or the like. We cannot notify our customers in advance of such incidents because no one knows when they will occur. When we receive failure information, we notify home customers of the failure via SMS. Scheduled interruptions are necessary for maintenance and upgrading of the power grid, temporary disconnection of lines in case of large carriages, etc. We will notify you of a planned power outage at least two days in advance by text message or email. To ensure that notifications reach you at all times, please check with us and update your contact information if necessary in our e-service »

    The Elektrilevi website has a power outages map , where you can monitor the current grid situation and view outages in your area. In case of a scheduled power outages, we will provide advance notice of the planned start and end times of the interruption and these times will also be noted on the power outage map. In the event of a breakdown, we will only show the estimated end time on the map if that time is known. However, it is not always possible to determine the exact end time, in which case we will adjust the expected elimination time on a rolling basis as the extent of the failure becomes known. We also send operative power outages information to our home customers via SMS.

    Occasionally there is an unavoidable disturbance in the power grid, which can be caused by switching and line breakage, but also by force majeure such as lightning. Power outages and other network disturbances, such as voltage fluctuations, can damage electronic equipment connected to the mains. Therefore, we recommend installing special protection devices in the electrical system to protect sensitive equipment, about which you will find more information on damages prevention page »

    If an event in damage to your property caused by us or the event controlled by us, you have the right to file a claim for damages. Damages caused by force majeure shall be borne by the owner of the place of consumption and shall not be compensated. Read more about indemnification »

    When its minus 15 degrees Celsius or more outside, we cancel scheduled power cuts or delay them by a few hours while waiting for the temperature to rise. In case of severe frost, we will definitely cancel planned outages in households that use electricity for heating. Similarly, technical regulations do not allow many power network components to be installed at such low temperatures. We decide on the planned interruption in the morning of the day scheduled for work in each area, based on the air temperatures displayed on www.ilmateenistus.ee. If the scheduled interruption is cancelled, we will notify you of the new interruption time.

    Short-term power cuts can have several different causes. These can occur, for example, when a short circuit has occurred in the power grid and the automation is trying to re-energize the line. The power may also turn on and off when a malfunction is reported in your area and we are looking for a malfunction. If short-term power outages are manifested by continuous flashing of lights, this may be due to poor contact connections either in the electrical system of the point of consumption or in the Elektrilevi network. In this case, we recommend calling Elektrilevi 1343 to determine the cause. If short-term power cuts are caused by an error on Elektrilevi's lines, we will repair it ourselves. However, if the fault is in the internal electrical system, you have to arrange it to be repaired.

    Unfortunately, it is not possible to concentrate all work on the power grid in the evening or on weekends. In order to minimize disruption to our customers through power outages, we try to minimize planned interruptions. To do this, we are doing more and more work without turning off the power, which, if following the regulations, is no more dangerous than works in case of power failure. The necessity of the interruption depends on the nature of the work of the power grid being carried out; not all works can be done without power outage.

    A planned outage generally affects many Elektrilevi customers who have been notified of the outage and who have taken this time into consideration. It also concerns our agreements with the contractors. Therefore, we only change the times for scheduled power outages in exceptional cases.

    We will inform you at least two days in advance of planned interruptions to the electricity network. The scheduled interruptions in the grid can be viewed here (link to interruption map)

    The time it takes to rectify the malfunction depends on the extent, location and specific power grid. If there is circular power in the settlement, we can redirect the power supply through another line in the event of a malfunction and thereby quickly restore power. However, in low-voltage electricity networks, tens of kilometres of line sections sometimes need to be checked for just finding a fault location. In this case, we will not be able to deal with the interruption until the exact location of the malfunction has been determined.

    Thanks to the remote monitoring network, almost 80% of the malfunction information is automatically received by Elektrilevi today. One fifth of the affected customers, however, are in non-automated areas, which are predominantly low voltage and cannot be tracked through the information system. From these areas, we only receive fault information through customer reports, after which we drive to the site to locate the malfunction. We will do our best to eliminate any power outages caused by malfunctions as soon as possible.


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    Claims

    Indemnification and submission of claims.

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    Customer service
    777 1545

    +372 777 1545
    We answer to the calls M-F 08.00 – 18.00
    info@elektrilevi.ee

    Business customer service
    777 1747

    +372 777 1747
    We answer to the calls M-F 09.00 – 17.00
    ariklient@elektrilevi.ee