Behaviour in the event of power failures

A power outage can be planned or can occur unexpectedly at any time. It is therefore important to be well prepared to minimise any inconvenience and to ensure that you can still act during a power outage. Below you will find helpful tips on what to do before, during and after a power outage to ensure your safety and to avoid damage as much as possible.

We are constantly investing in the expansion and maintenance of the grid infrastructure so that we can continue to provide our customers with a secure and reliable electricity supply. For safety reasons, we can only carry out certain types of work when the electricity is switched off.

• We will notify affected customers whenever possible by post two to three days before the interruption. Please pass this information on to other members of your household, any subtenants and visitors.
• Charge batteries for mobile phones, notebooks, etc. in good time before the announced power cut and plan activities such as cooking, washing, PC work, etc. so that you can complete them in good time before the power goes off or carry them out afterwards.
• Keep a torch (e.g. mobile phone torch) handy in case you need it when the power goes out.
• Devices should be able to withstand a power outage without damage. As a precaution, switch off sensitive devices such as computers or disconnect them from the mains to avoid data loss and damage. It is at the customer's discretion which devices are switched off.
• PV systems switch off automatically when there is a power failure on the grid side and switch back on automatically when the power supply is restored.
• We offer our customers a high level of grid availability of over 99.9 per cent. Since faults and planned interruptions can never be ruled out, we have to contractually exclude liability in the event of damage:
  
  Section 19.1 of the General Terms and Conditions of Primeo Netz AG (similarly regulated in the General Terms and Conditions of AVAG):
  
  The liability of Primeo Netz AG is governed by the mandatory statutory provisions. Any further liability of Primeo Netz AG and its agents is excluded, except in cases of intent or gross negligence. In particular, there is no entitlement to compensation for direct or indirect damage resulting from restrictions or interruptions to network use (see Section 17), from voltage and frequency fluctuations, from disruptive network feedback or from harmonics. Primeo Netz AG also assumes no liability for lost revenue from the return of electrical energy to the distribution network.

Power outages can occur at any time due to faults or work that has to be carried out at short notice on the grid infrastructure. Devices and applications for which an uninterruptible power supply is required from the customer's point of view must therefore be protected by the customer from the moment they are put into operation using appropriate technical measures (e.g. operating an uninterruptible power supply system). Please contact a specialist or your electrical installation company for this.

• Caution: The power supply may be restored at any time. All installations should therefore be considered as live at all times. In general, for safety reasons, work on electrical installations may only be carried out by electricians.
• Do not open fridges and freezers if possible (loss of cold air). Even without electricity, food will usually stay fresh in the fridge for at least five hours, and in the freezer for around 24 hours.
• For safety's sake, disconnect appliances such as hairdryers, stoves, ovens, irons, vacuum cleaners, power tools, etc., that may still have been in operation during the interruption from the mains (unplug the plug or remove the fuse). This will prevent the appliance from accidentally turning back on when the power is restored.
• As a precaution, disconnect sensitive devices such as computers from the mains (unplug the plug or remove the fuse).

• Check that no devices start up unintentionally when the power supply is restored (stove, oven, iron, vacuum cleaner, power tools, etc.).
• Businesses: If you have several major consumers (e.g. heat pumps, electric charging stations, freezers, hot tubs, swimming pools, etc.), switch them on gradually (with a time delay).
• Reset timers, switches and control devices such as clocks, oven timers and alarm clocks as needed.
   

If appliances or installations do not work after a power failure:

• Check the fuses in the domestic power supply and any miniature fuses in the appliance itself.
• Consult the operating instructions for the appliance.
• Ask the dealer/supplier for advice.
• If the appliance is actually no longer supposed to work: the appliance may still be under warranty.
• If there is no guarantee: It is possible that your home contents insurance will cover it (mobile devices). For permanently installed devices: If you are the property owner, it is possible that the buildings insurance will cover it.
• Devices must be able to withstand power outages and reconnections without damage. Disruptions and outages can never be completely ruled out, which is why we have to contractually exclude liability in the event of damage:
  
  Section 19.1 of the General Terms and Conditions of Primeo Netz AG (also regulated in the General Terms and Conditions of AVAG):
  
  The liability of Primeo Netz AG is governed by the mandatory statutory provisions. Any further liability of Primeo Netz AG and its agents is excluded, unless intentional or grossly negligent behaviour is present. In particular, there is no entitlement to compensation for direct or indirect damage resulting from restrictions or interruptions to grid usage (see Section 17), from voltage and frequency fluctuations, from disruptive feedback effects or from harmonics. Primeo Grid Ltd also assumes no liability for lost revenue from the return of electrical energy to the distribution grid.