Frequently Asked Questions

We answer all questions related to your electricity connection service

Fraud and metering anomalies
  • How do I report suspected electricity fraud?

    • If you suspect fraud, you can report it to us easily.

      What you need to provide (mandatory):

      • Exact location of the supply.
      • Full address.
      • Panoramic photos, if possible.
      • Meter number of the affected point or nearby supplies.
      • UTM coordinates, if known.

      Where to do it:
      Through our contact form here.

  • Is reporting anonymous?

    • Yes. All reports are completely anonymous.

      We do not need your personal details. We only ask for information that helps us identify the affected supply.

  • Can I check the status of a report?

    • No.
      Due to data protection regulations, we cannot provide information on the status of a report, even if it has been processed by us.

  • Squatters have moved into my property and connected illegally. What should I do?

    • You must report the illegal connection, as it is a criminal offence.

      This situation is classified as a crime under Article 255 of the Spanish Criminal Code.

  • I have received a notification about an anomaly in my installation. How do I fix it?

    • In the notification, we will tell you:

      • What anomaly we have detected.
      • Whether you are responsible for fixing it.

      Depending on the type of anomaly:

      • If it affects your installation:
        • You must contact a certified installer.
        • Once fixed, you must notify us so we can verify that it complies with regulations.
      • If it affects a rented meter:
        • We will replace the equipment.
        • We need you to provide us with access to the meter.

      If you have any doubts, you will find the phone number and email address of the team managing your case in the communication.

  • How can I pay a debt for fraud?

    • It depends on your situation:

      • With an active contract:
        You must arrange payment through your energy supplier.
      • Fraud without a contract:
        Contact the phone number or email provided in the communications you received.

       

  • I have noticed an anomaly with the meter. How do I report it?

    • If you observe issues such as:

      • A blank screen.
      • A burnt meter.
      • Visible damage or tampering.

      What to do:
      Call 900 878 119 (Customer Service).

      We will open a case and inspect the equipment as soon as possible.

  • Why has a case been opened for my supply?

    • Because we have detected an anomaly in:

      • The metering equipment.
      • The connection installation.

      This can result in incorrect or non-existent energy measurement.

  • How do I manage my case?

    • You can do this in two ways:

      • By checking the 'Case Steps' section.
      • By calling 800 760 220, where we will explain the steps for your specific case.

       

  • What documentation do I need to manage a case?

      • Natural persons: National ID (DNI)
      • Legal entities: Documentation proving your legal representation

New supply points
  • How do I sign up for a new supply point?

    • If you need a new permanent, short-term, or builder's temporary electricity supply point, you must start the process on our website.

      Where to do it:
      Private Area- Grid Connection / Supply point registration process 

  • How can I pay the connection estimate?

    • Once you receive the technical and economic conditions letter, you can accept and pay the estimate via any of these methods:

      Online payment

      • From the private area:
        Grid Connection / Your connection requests → Request details.
      • From the URL included in the technical and economic conditions letter.

      Bank transfer

      • To the account indicated in the letter.
      • It is mandatory to provide proof of payment through one of these channels:

      Payment agreement

      • By signing the Payment Agreement included as an annex in the technical and economic conditions letter.

       

  • Where can I check the status of my request for the registration of a new supply point?

    • You can check the status of your request at any time.

      Available options:

      • Private Area 👉 Grid Connection / Your connection requests.
        Here you can:
        • View the request status.
        • Check if you have any pending actions.
        • Consult and submit documentation.
      • Technical Support Service:

      Have to hand the applicant's details and the request code we provided when you applied.

       

  • Can I authorise someone else to manage the connection?

    • Yes. You can appoint a representative to act on your behalf.

      This could be, for example:

      • An installer.
      • A supplier.
      • An engineering firm.

      Requirement:
      They must provide a document signed by you proving their authorisation.

  • What is the difference between a builder's meter and a permanent meter?

    • There are no differences in the meter itself.

      Any differences lie in the grid connection installations, not the metering equipment.

  • Charging points for electric vehicles. I want to install a charging point in a detached house

    • If you have a garage in your single-family home:

      • The installer can run the wiring directly from the meter to the charging point.

      Check all the information in the  Electric car section.

  • Charging point in a communal garage. Do I need a new supply?

    • This depends on:

      • The available power capacity.
      • Access to your property's meter.

      You will find all the options explained in the Electric car section.

  • Representatives and electricity generation facilities

    • I am a representative and I need information on electricity generation facilities

      As the account holder, your representative can request notification of membership to an association from the private area.

      If you have any questions, write to us at: comunicacion_agrupaciones@enel.com 

  • Can I simulate the cost before requesting a new connection?

    • Yes. Before starting the process, you can run an indicative simulation.

      How to do it:

      1. Access the opening form.
      2. Click 'Simulate your technical and economic conditions'.
      3. Indicate:
        • New supply or capacity upgrade / voltage change.
        • Requested power and voltage.
        • Supply address or CUPS.

      If possible, we will show you a cost estimate.
      You can then decide whether to proceed with the request or postpone it.

  • Connection execution timeframes. How long does it take to execute a connection?

    • Timeframes depend on the type of work and the necessary permits.

      We will provide an estimated timeframe in the technical and economic conditions letter.

      Indicative timeframes on developed land (low voltage):

      Type of action

      Reference timeframe

      Low-voltage network extension

      4 weeks

      Construction of a transformation centre

      6 weeks

      Construction of several transformation centres

      8 weeks

      Important:

      • These timeframes do not include the time needed to obtain permits or licences.
      • Some authorisations can take between 3 and 6 months, depending on the regulatory body.

      Furthermore, before executing the connection:

      • The applicant must complete their connection installations (e.g., the General Protection Box or civil works for the transformation centre).

Faults
  • I have no power at home. Could the problem be with my installation?

    • If you have lost your electricity supply, follow these steps:

      1. Check if your neighbours are affected

      • If the stairwell, lift, or neighbouring homes have power, the problem is likely with your installation.
      • If nobody has power, the issue may be a fault in the distribution network.

      2. Check your consumer unit
      Ensure that:

      • The circuit breakers (MCBs)
      • The Residual Current Device (RCD)

      are not tripped (flipped down).

      It is also possible you have exceeded your contracted power capacity, tripping the smart meter's Power Control Switch (or the old ICP).

      3. If the supply is not restored
      Contact a certified installer to check your installation.

      Here are a few tips on what to do if you experience an electrical fault. 

  • Is there a cost to repair a fault?

    • It depends on where the fault is located:

      Fault location

      Who covers the cost?

      e-distribución's installations

      We do. There is no cost to you.

      Customer's installation

      The technician will invoice €82 + VAT.

      The amount is always stated during the call to the faults helpline.

  • How can I check the repair status?

    • Our customer service team will inform you of:

      • The estimated time for supply restoration.

      This information is updated every 90 minutes.

  • Can I claim for damages caused by a fault?

    • Yes.

      Available options:

      • Contact your energy supplier directly.
      • Or call us on 900 878 119 and we will assist you.

  • I have seen a dangerous electrical installation. Who do I notify?

    • If you detect a situation posing an immediate risk to people, notify us:

      • Via our toll-free fault helplines.

      Or via the contact form available on our website.

       

Contact: When the fault is not just in your home

If the power outage affects multiple users, the problem is not in your installation. It may be due to:

  • A scheduled outage for network maintenance or improvement.
  • A fault in the distribution network.

How to report a network fault:

You can do this in two ways:

  • By calling the fault helplines.
  • Via our chatbot icono chatbot, available on the faults page 

Fault helplines by region:

Region

Telephone

Andalusia, Extremadura, Murcia, Castilla-La Mancha, and Ceuta

900 850 840

Aragon, Castilla y León, Galicia, Navarre, La Rioja, and Valencia

900 848 900

Balearic Islands

900 849 900

Canary Islands

900 855 885

Catalonia

800 760 706

As soon as you notify us, we will locate the incident and work to restore the service with all safety guarantees.

 

Smart metering
Self-consumption
  • Is self-consumption permitted for any technology?

    • Yes.
      Self-consumption is not limited to solar photovoltaic energy. It can also be achieved using other generation technologies, such as:

      • Wind power.
      • Hydropower.
      • Other authorised technologies.

  • When will you respond to my connection request?

    • Our goal is to respond as quickly as possible.

      Indicative timeframe:

      • For installations up to 100 kW, the standard response time is two weeks.

  • How much does a self-consumption installation cost?

    • The cost depends on several factors, including:

      • Installation size.
      • Chosen technology.
      • Location.

      Professional installers can conduct a tailored assessment and advise you on the best solution for your case.

  • Can I install a self-consumption system myself?

    • No.
      A self-consumption installation is an electricity generation facility and must always be carried out by a certified installer.

      What the regulations require:

      • The installer must be certified for low-voltage generation installations, as per the Electrotechnical Regulation for Low Voltage (REBT).
      • The installation must:
        • Meet technical and safety conditions.
        • Be registered in the corresponding administrative registry.
        • Complete, where applicable, the access and connection procedures with the distribution company.
        • Adapt the contract to the self-consumption modality.

  • If I generate more energy than I consume, can I feed it into the grid?

    • It depends on the type of self-consumption:

      Self-consumption modality

      Can it feed surplus into the grid?

      With surplus

      Yes

      Without surplus

      No

      • Installations without surplus must have an zero-export system.
      • In this case, no energy is injected into the grid, and the installation acts solely as a consumer.

  • What is the CAU code, and what is it for?

    • The Self-consumption Code (CAU) is a 26-digit code provided by us as the distribution company.

      Its purpose is to:

      • Uniquely identify each self-consumption installation.

      How to request it:
      From the private area of the e-distribución website, by accessing 'Request CAU'.

  • Simulating self-consumption via the distribution network

    • Can I check if my self-consumption system meets the conditions before applying?

      Yes. Before starting the process, you can run a simulation.

      How the simulator works:

      1. Access the opening form.
      2. Click 'Simulator: Self-consumption via the Distribution Network'.
      3. Identify:
        • The consumption points using the CUPS or an ongoing new supply request.
        • The generation facilities via their location.

      We will inform you whether the consumption and generation points meet the requirements for self-consumption via the grid.

      Simulator limits:

      • Up to 10 consumption points.
      • Up to 2 generation facilities.

      If you need to include more points or facilities, you can repeat the simulation as many times as necessary before proceeding with the request.

      📑 Normative references

      • Electrotechnical Regulation for Low Voltage (REBT).

Customer service
  • I want to change my supply's power capacity. What do I need to do?

    • Before requesting a capacity change from your supplier, you must contact us.

      Why?
      As the distribution company, we check if your supply can handle the new requested capacity and, if necessary, we adapt the connection installation.

      How to do it:
      Access the Change of Power Capacity section.

  • Is there a cost to change capacity?

    • Changing your capacity may incur a charge, but:

      We, as the distribution company, perform the necessary technical work.

      Your supplier is the one who:

      Informs you of the amount.

      Bills you for it alongside your electricity consumption.

      For more information, visit the Increase Power Capacity section.

  • I want to file a complaint. How can I do this?

    • If the complaint falls under our responsibility, you can manage it via any of these channels:

      Via the website (recommended option)

      Access the private area of the e-distribución website

      Route:
      Queries and Complaints / My complaints

      From here, you can:

      • Create a new request, suggestion, or complaint.
      • Check the status of ones you have already submitted.

       

      By telephone

      You can call us to manage any issue:

      • Requests.
      • Suggestions.
      • Complaints.

       

      Customer service: 900 878 119
      We will advise you to identify your needs and provide a resolution.

      By post

      You can also send your complaint in writing to our registered office:

      C/ Ribera del Loira, 60
      28042 – Madrid

       

Private area

Do you have any doubts about the services available in the e-distribución private area?

Customer service telephone numbers

900 878 119 Customer service

900 878 212 Centralised fault reporting service