Frequently Asked Questions

If you have evidence of a suspected case of fraud, you can report it to us. All you need to do is provide us with information about the supply, particularly its location (details such as the specific address, panoramic photos, meter number of the point itself or adjacent supplies, UTM coordinates) so that we can identify it and proceed to inspect the installation. You can contact us here.

Cases of suspected fraud are always reported anonymously. Simply provide us with information about the location and, if possible, send us a picture or a document that helps us identify the case of electricity fraud.

All complaints are handled by e-distribución, but due to the Data Protection Act, we are unable to provide information about any reports that have been made.

You must report the illegal connection, this offence is described in Article 255 of the Criminal Code.

In the communication received, we explain the anomaly detected and whether it is your responsibility to normalize the situation detected in the installation. 

If the anomaly is in the installation, it is your responsibility to normalize it, so once it has been repaired by an authorized installer, you must notify us so that we can check that your installation complies with regulations. 

If it is a fault with the rented metering equipment, we will take care of its replacement, for which you must provide us with access to said equipment. 

If you have any questions, we will provide you with the telephone number and email address of the team managing your file in the same communication so that you can resolve them. 

If you have a contract, you must manage the debt with your supplier.

If it is a debt resulting from fraud without a contract, contact the telephone number or email address that appears in the various communications you have received. 

If you detect anomalies in your electric meter (display off, electric meter burnt or signs of having been tampered with, impacts, etc.), even though these are not associated with fraud, you must report them by calling us at 900 878 119, after which we will open an incident report to check the metering equipment as soon as possible.  

We have detected an anomaly in your metering equipment or connection installation that can lead to incorrect or inexistent energy readings. In this case, a report must be opened and processed and energy readings must be taken before the situation can be restored to normal.

You can check all of the information associated with processing your report in the Processing reports section or by contacting us at 800 760 220 so we can describe the steps you need to take to process your report.

If you are a legal person, you can provide us with the documents that identify you as a person authorized to represent the affected entity. If you are an individual, you can use your National Identity Document.

If you need to register a new supply point (permanent or for a construction site), you can do so from the Supply point registration process section.

You can accept and pay the quote indicated in the letter of technical and financial conditions using the following methods:

Online payment:

• Through the private area , select the Network Connection/Your Connection Requests menu and access the details of your request.
• By accessing the URL attached to the technical and economic conditions.

Bank transfer to the account indicated in the technical and economic conditions, for which it is essential that you provide us with proof of payment:

Through the private area of www.edistribucion.com, menu Network Connection/Your connection requests, accessing the details of your request and attaching the proof of payment.

• By email to the address: Conexiones.edistribucion@enel.com
• By signing the Payment Agreement attached as an annex at the end of the letter of technical and economic conditions.

By signing the Payment Agreement attached as an annex at the end of the letter of technical and economic conditions.

Please send us an email to Conexiones.edistribucion@enel.com or call us at 900 920 959.

Yes, you can appoint a representative to process the request on your behalf as the requesting party. In this case, this party will act on your behalf. This can be an installer, retailer, engineering firm, etc. The representative must provide documents signed by the requesting party to certify that they have been authorised.

The same type of electric meter is used, but there might be differences in relation to the distribution grid connection installations.

You can install a charging point for your electric vehicle in the garage of a single-family home. The installer can wire the metering equipment to the place where you install the charging point. The Electric car section includes everything you need to know about electric car charging points.

There are various options, according to the capacity and access to the home's electric meter. You have everything you need to know in the Electric car section.

As an owner of a production facility, your representative can request notification of membership from the private area of the website. However, if you have any doubts, you can contact us at the following e-mail address: comunicacion_agrupaciones@enel.com 

If you are interested in applying for self-consumption through the distribution grid, you can first check that the consumption points and generation facilities meet the conditions to be included in this self-consumption. To do this, go to the "Self-consumption through the Distribution Network Simulator" button on the opening form and identify the consumption points through the CUPS or the new supply request in progress and identify, in turn, the generation facilities through their geographical location and we will indicate whether or not the consumption and generation points identified meet the conditions for self-consumption through the distribution network. Once you know this, you can decide whether to continue with the application or postpone it for a later date

The simulator is limited to a maximum of 10 consumption points and two-generation facilities. If you are interested in including more consumption points and/or generation facilities in your application, you can run the simulation as many times as necessary, until you have verified that the conditions are met for all of them to constitute self-consumption.

The deadlines depend largely on the scope of the work to be carried out and the prior authorizations that need to be obtained. We will inform you of the estimated deadline in the letter containing the technical and financial conditions.

For example, the reference deadlines for the execution of a connection to meet the requested low-voltage supply on developed land are as follows (in working days):

• Expand low-voltage network: 4 weeks
• Build one transformer station: 6 weeks
• Build several transformer stations: 8 weeks

This calculation does not take into account the time required to obtain the authorizations, official permits, or third-party approvals necessary to carry out the work, which are not the responsibility of e-distribución and whose duration cannot be specified, as it varies greatly depending on the agency and the scope of the work.

There are some bodies where the deadlines for obtaining the corresponding license or permits may require procedures lasting from 3 to 6 months, so it is important for the applicant to bear in mind that, once the application has been accepted, the permits will be processed, without which it is not possible to carry out the work. Likewise, as stated in the communications, in addition to the preliminary permit procedures, the applicant must install the connection facilities (main protection box, civil works, transformer station) so that the extension and connection of the new distribution network can be carried out.

If you are experiencing an outage, please check whether other users are also affected by the outage first. If the staircase, lift or adjoining homes are experiencing no problems, you probably have a problem with your installation. In this case, check your fuse box to make sure that all control elements are connected, i.e., that the circuit breakers or RCCBs have not been tripped. You might have exceed the contracted power or the Power Control circuit breaker of the smart meter has tripped (or the PCS if you still have it installed). Here are a few tips on what to do if you experience an electrical fault. If the supply is not restored, contact an authorised installer to check your installation

The incidents will be repaired free of charge if the problem is detected in the installations of e-distribución
If the fault is detected in the customer's installations, the contractor making the repairs will bill €82 plus VAT, which will be informed to the customer when calling the fault notification service.

Our customer service will give you information about the expected service restoration time. This information is updated every 90 minutes.

Yes, you can request compensation from your electric utility. You can also contact us at 900 878 119 and we will provide you with this information.

If you detect hazardous situations please contact us using the freephone fault notification numbers.

If you have detected an anomaly in your smart meter, contact us at 900 878 119 and we will inspect your meter.

The new smart meter is installed free of charge. You don´t have to pay the operator for replacing your electric meter.

Contact us at 900 878 119 and request the deactivation of the red LED of your smart meter.

No. Many different studies have demonstrated that smart meters are harmless to people and they have the quality permissions established in the corresponding regulations. Check the information available about this safe technology.

You may be trying to communicate with the smart meter while the network is busy due to operation and maintenance tasks of the Remote Management System. Please try your access at another time. 

The smart metering system has frequent access to the meters and at different times of the day, so it is able to take the necessary readings for billing. However, it is possible that when you are trying to access to the smart meter, the communication is punctually unavailable.

In the private area of the website, you can check the hourly consumption recorded by the smart meter.

Sometimes there are incidents in the communications network that do not allow access to the smart meter. From edistribución we work to ensure that all equipment has communication with the remote mangment system, so that our customers can enjoy all the advantages of this system.

Yes. Self-consumption is not limited to the consumption of electrical energy generated by solar photovoltaic panels, but also wind power, hydraulic power and other systems.

We try to provide the service as fast as possible, but the most common response time for installations of up to 100 kw is of up to two weeks.

The cost of installing a self-consumption installation depends on many factors, such as the size of the installation, the technology chosen, its location, etc. In any case, professional installers can conduct the study and recommend the best solution for your installation.

A self-consumption installation is an electrical power generation installation and, therefore, must always be carried out by an authorized installer. According to the Low Voltage Electrotechnical Regulations (REBT), the installer must be a specialist in “low voltage generating installations” to ensure compliance with all technical and safety conditions. In addition, the installation must be registered in the corresponding administrative registry and the necessary procedures must be carried out with the distribution company for access and connection permits (if applicable) and adaptation of the contract to the self-consumption modality. 

Only the surplus not consumed can be discharged by the facilities under any form of self-consumption with surpluses. Self-consumption facilities without surpluses must install an anti-dumping equipment and, therefore, there are no surpluses to inject into the network. This type of facilities are only consumers, both the network and the energy they produce.

The Autoconsum Code (CAU) is the 26-digit code provided by the distributor that allows one to uniquely identify each self-consumption facility.

You can request the cached code by accessing the e-distribution website's private area to the   " CAU Request “.

If you are interested in applying for self-consumption through the distribution grid, you can first check that the consumption points and generation facilities meet the conditions to be included in this self-consumption. To do this, go to the "Self-consumption through the Distribution Network Simulator" button on the opening form and identify the consumption points through the CUPS or the new supply request in progress and establish, in turn, the generation facilities through their geographical location and we will indicate whether or not the consumption and generation points detailed comply with the conditions for self-consumption through the distribution network. Once you know this, you can decide whether to continue with the application or postpone it for a later date.

The simulator is limited to a maximum of 10 consumption points and two-generation facilities. If you are interested in including more consumption points and/or generation facilities in your application, you can carry out the simulation as many times as necessary, until you have verified that the conditions are met for all of them to constitute self-consumption.

Before you request an increase in the contracted power from your electric utility, please contact us so we can check whether your supply point can withstand the additional capacity or not. As a distribution company, we will check this and modify the installation of your connection if needed. You can do this in the Change of Power Capacity section.

Distribution companies will make the necessary adaptations for the change, but your electric utility will provide you with information about the cost and what you will be billed, together with your consumption. You can find more information about the change of power capacity in the Change of Power Capacity section.

If you wish to open a claim that is our responsibility, you may use one of the following means:

• From our website:
  

Accessing from the private area of the e-distribution website to the ‘My complaints’ section, under ‘Queries and Complaints’. From here you can create a new request, suggestion or complaint, as well as find out the status of those you have opened.

• By telephone:

Free telephone number to carry out any type of management (requests, suggestions, and complaints). Here we can advise you to better identify your needs and respond to them.

Customer service. 900 878 119.

• By post:

Requests, suggestions, and complaints can also be sent in writing to the registered address:

C/ Ribera del Loira, 60. C.P. 28042 - Madrid.