First - check your fuse box

If there’s a problem with your electricity supply, the first thing you need to do is to check your fuse box. If any of the fuses have tripped:

  1. Turn off your appliances
  2. Reset the switch

Do your neighbours have power?

If the fuse hasn’t tripped:

  1. Find out if your neighbours have power
  2. If they haven't, you’ll need to contact your local Distribution Network Operator by calling 105.
  3. If the issue relates to the wider network, then it’s up to the Network Operator to investigate and fix the problem

There are no problems on the wider network, what do I do now?

If the Distribution Network Operator has told you that there’s no problem with the wider network:

  1. Contact Shell Energy so we can look into it.
  2. If a problem is identified with the meter, we’ll inform our service partner, who’ll investigate the matter further.
  3. We’ll aim to get you back on supply and call you back to let you know what’s happening within four hours.

Have you had a meter installed within the last 10 days?

If you’ve had a meter installed within the last 10 days and your neighbours haven’t reported a loss of power:

  1. Contact Shell Energy so we can look into it.
  2. We’ll inform our service partner, who’ll investigate the matter further.
  3. We’ll aim to solve the problem and call you back to let you know what’s happening within four hours.