In the event of a power failure...

24h-Störungsmanagement (24-hour Fault Management) is the central receiving centre for reports of malfunctions in the power supply (e.g. a power failure) and of damage to our electricity systems.

Fault Management centrally coordinates all measures to eliminate faults, with the aim of restoring the power supply as quickly as possible. This service is available 24 hours a day, 365 days a year.

Topical disturbances in the medium voltage grid

Is your power out but no fault shown in your area?

Berlin is supplied with power by more than 36,000 km of cable. Around 98% of the cables are underground and therefore well protected against external damage and weather conditions.

However, if there is a power failure or fault in the power supply, please use the phone number below to report it.

Using our self-check, you can find out the cause of your power failure and what you need to do:

Contact

  • 24h Fault management

    0800 2-11 25 25

Installer service for our low-voltage end customers - 24/7 emergency service partnership

For the swift resolution of faults and dangerous situations in your electrical equipment, the installer service of the Berlin electrical trades association (Elektro-Innung Berlin) is on hand to help you as a low-voltage end customer.

At your request, we can provide an on-duty electrical installation company, subject to a charge, around the clock.

A flat rate of EUR 185.00 (including VAT) plus the necessary material costs is charged by the electrical installation company for "first aid" troubleshooting. This includes travel there and back and a maximum of one hour's working time.

If during troubleshooting it is determined that the cause of the fault is not in your electrical equipment but in part of our distribution network, fault elimination by the installer service will of course be free of charge. Installations on the distribution network include meters (excluding the meter board and circuit distributor) and the domestic connection.

Exception: blown domestic connection fuse

A blown domestic connection fuse in the domestic connection cabinet is caused by faulty or overloaded customer equipment. This type of fault is treated as an error in your customer equipment. The cost of troubleshooting by us or our emergency service partner must be borne by the end customer.


Emergency service partnership for our medium-voltage end customers

To resolve malfunctions and dangerous situations in customer equipment on the medium-voltage network, our fault management team can, at your request, arrange the use of our network response service, sometimes supported by partner firms, around the clock.
A flat rate of EUR 400.50 (including VAT) plus material costs is charged for "first aid" fault elimination. This includes travel there and back and a maximum of one hour's working time. This applies Monday to Friday (working days), 6 am – 8 pm.
From Monday to Friday between 8 pm and 6 am, Saturdays, Sundays and public holidays, a flat rate of EUR 490.50 (including VAT) plus material costs is charged.

If an installation on our distribution network is the cause of the fault, then fault elimination is naturally free of charge.