FAQ's COVID-19 January 2021

 

All you need to know about ESB Networks response to Covid-19

 

We understand this continues to be an incredibly challenging time for many of our customers, employees and stakeholders. We want to reassure you that we are working to ensure the electricity network remains secure and reliable during these uncertain and unprecedented times. ESB Networks activities are deemed essential and we will continue to work during the Pandemic, ensuring staff, contractor and general public safety whilst maintaining security of electricity supply. Our approach is as follows: 

  • In-keeping with the spirit of Government advice which is asking "each individual, workplace and organisation to play their part in curtailing the spread of the virus". 
  • Where it is absolutely necessary for us to carry out works in our customers’ premises, we will only do so with agreement from the customers involved in advance and all works will be in line with Covid-19 procedures. 
  • We will continuously monitor delivery capability which may require certain activities to be prioritised and there may be some impact to our timelines.

In response to Level 5+ Government Guidelines we endeavour to reduce the Impact of Planned Outages on our Customers.

  • For January 2021, ESB Networks is taking additional steps to minimise the impact of planned outages on our customers:
  • Specific major ESB Networks programmes that impact our customers will be paused to reduce large scale outages for our customers. 
  • National Metering programmes, such as meter reading and smart meter installation activities will be paused.
  • Our work is critical to ensuring our network remains reliable, secure and safe, this unfortunately means that our customers may be affected by unavoidable power outages.  However, we will continue to endeavour to minimise the impact on our customers by introducing additional outage management measures such as minimising the duration and number of customers impacted, to ease the burden of these outages. 
  • Outages may also be caused by bad weather and falling trees.  ESB Networks will work to repair damage and minimise these outages as quickly and safely as possible. 
  • We will continue to connect customers to the network, with priority given to critical connections and COVID response.  Connections to the network will continue to proceed in line with Government guidelines in level 5 +.  We are working within the restrictions and additional risk assessments that are required to help keep our customers and staff safe so this may cause some delays to our services.  In light of this we will be prioritising critical connections such as healthcare and other essential services.  
  • ESB Networks is undertaking additional measures for our ongoing customer services.  Some of these changes include staff working from home and as a result we are asking our customers to use our online services where possible. 

  • For general enquires:
    Phone 1800 372 757 (021 2386555) OR Email esbnetworks@esb.ie 
    (Open 8.30am - 6 pm Monday to Friday and 8.30am - 1.30pm on Saturday excluding public holidays).

  • For Smart Metering queries: Phone 1800 928 123 (01 6985005) Monday-Friday 8.30am - 6pm, excluding public holidays.

  • We are also available on Twitter @ESBNetworks and Facebook: @ESBNetworks

  • For more information and further safety information you can check our website www.esbnetworks.ie

  • We will continue to provide emergency services.  Our emergency number 1800 372 999  remains open 24/7.  
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    To see all of our Commitments please read more HERE.   

    For all frequently asked questions see below:

     

    ESB N Maintaining NEtwork

     

    How is ESB Networks ensuring a reliable power supply and keeping me connected during the Covid-19 Pandemic?

    ESB Networks is committed to carrying out all work necessary to maintain the flow of electricity from power stations and wind farms right through to homes, farms and businesses throughout Ireland. There may be circumstances where occasionally we will need to switch off power supplies to customers to upgrade the network, repair faults and address safety hazards. 


    We know that this can be disruptive especially in the current circumstances, so, in scheduling and carrying out this work, ESB Networks will seek to limit the number of our customers who are impacted and the duration of outages that will affect them. We will also work to plan our work in a way that prioritises the needs of essential service providers, including those in the healthcare, water, gas, telecommunications and food sectors.

     

     Are planned outages still going ahead during the Covid-19 outbreak?

    We’ve taken steps to review our work programmes to minimise the impact of any planned outages and disruption in our customers’ homes and businesses. However, it is essential that our work proceeds in order to maintain and protect the resilience of the network and to address faults or any safety related issues as they arise.  

     

    What do I do if I am affected by a power outage while staying at home during Covid-19?

    Our services remain the same, if you have a power outage, you can check for an estimated restoration time HERE and if you need to report a power outage you can do so HERE.

     

    ESB Networks Keeping our Customers Safe - Covid 19

     

    How is ESB Networks ensuring staff safety during the Covid-19 outbreak?

    ESB Networks staff who are involved in activities to maintain electricity supply, protect public safety, and keep critical systems going will attend work safely outside their homes. Our staff will continue to provide essential maintenance services and respond to all network faults and public safety concerns.  

     

    Will ESB Networks continue to install smart meters during Covid-19?

    Following the revised Covid-19 restrictions announced by Government on January 6th 2021, the deployment of smart meters temporarily ceased from 6pm on January 8th, 2021.   We will recommence smart meter replacements as soon as it is safe to do, based on Government advice. We will contact you to let you know when we are recommencing smart meter installations in your area. 

     

    Further information on the Smart Metering Programme can be found  HERE.

     

    What is ESB Networks approach to meter readings during the Covid-19 pandemic?

    Outdoor meter reading continues up to  level 5  and indoor is paused in level 5. In response to level 5+ of the Government’s response to Covid 19, ESB Networks has decided to pause Meter Readings to minimise the spreading of the virus.  This will be reviewed at the end of January. 

    Critical readings will continue following a risk assessment.  

    ESB Networks has controls and protocols in place to minimise the risk to both our staff and our customers during this process. 

    Customers can submit meter reads to their Electricity Supplier directly or to ESB Networks as follows:

    • Phone 1800 337 777 OR (021) 2386444
    • Email: reading@esb.ie
    • online: https://www.esbnetworks.ie/existing-connection/meters-readings/submit-a-meter-reading
    • Text: send your reading to 087 960 9223 in the following format: MPRN (space) reading

     

    How do I apply for a New Connection online during Covid-19?

    You can apply for and track your New Connection  HERE

    We will continue to connect Customers to the Network.  Connections to the network will continue to proceed in line with Government guidelines in level 5 + with priority given to critical connections and COVID response.  We are working within the restrictions and additional risk assessments that are required to help keep our customers and staff safe so this may cause some delays to our services.  In light of this we will be prioritising critical connections such as healthcare and other essential services.  You can apply for a connection and track your connection here.   

     

     

    What happens if an ESB Networks Technician needs to come into my home to carry out essential work while I am social distancing? 

    Where we do need to enter a private home, we will only do so with your permission and will implement a best practice hygiene protocol in line with Covid-19 procedures. We are asking our customers to maintain 2m distance from our staff should they need to enter your premises. 

     

    ESB Networks Looking after our customers during Covid 19

     

    What steps is ESB Networks doing to minimise the impact of essential power outages while customers are isolating from Covid-19?

    We are working to minimise the impact of these outages and are particularly mindful of vulnerable customers in this regard.  We will do this by:

     

    • Carrying out works that are required to remove public safety hazards, connect customers and carry out maintenance
    • Reducing the duration of electricity outages and reducing the number of customers that are disconnected for works
    • Implementing a new way of planning outages to reduce the impact on critical customers and stakeholders such as doctors and pharmacies. 

    What is the best way to contact ESB Networks during Covid-19?

    Our National Customer Contact Centre remains open and operating as normal during this period. We are implementing new work practices to keep our staff safe during this time.
    If possible, to help us, we would like you to use the various digital platforms as the first point of contact for routine services and general enquiries. Contact details are available HERE.  
    You can also contact us on Twitter @esbnetworks and Facebook @ESBNetworks.

     

    Can I still call ESB Networks during Covid-19?

    You can still call ESB Networks but where possible we would advise you to avail of our website & digital channels where possible. 
    For general enquires: phone 1800 372 757 (021 2386555) or email esbnetworks@esb.ie
    (open 8.30am to 6 pm Monday to Friday and 8.30am to 1.30pm on Saturday excluding public holidays).
    For emergencies or loss of supply we are open 24 hours on 1800 372 999 OR 021 2382410.

      

    How do I submit a meter reading during Covid-19?

    To send in a meter reading:  Phone 1800 337 777 with your MPRN and Reading or alternatively click Here 
    You can also email: reading@esb.ie or text your Reading to 087 960 9223 in the format: MPRN (space), Reading.

     

    I am worried about paying my electricity bill, what do I do?

    ESB Networks is not an electricity supplier so cannot help with billing or financial queries. However, we do advise you to contact your electricity supplier as soon as possible with your concerns. All electricity supplier contact details are available HERE.

     

    What is ESB Networks doing for the foreseeable future in relation to Covid-19?

    While we do not know what the coming months will bring, we will continue to provide secure and safe electricity to the people of Ireland no matter what happens. 
    We will stay connected to the families, communities and businesses all over the country and will support the fight against Covid-19.