Frequently Asked Questions

  • Smart grids


    What advantages does the Smart Grid offer Customers?

    The Smart Grid offers Customers important advantages, such as:

    • Improvement in power supply quality.
    • Improved response to incidents and contractual changes.
    • Possibility of choosing the meter manufacturer thanks to the use of a standard communications protocol.
    • Customers manage their usage more efficiently so that bills may be reduced.
    • Billing will always match real readings.


    And Society?

    • Employment creation and growth in GDP.
    • Improvements to the safety of both installations and operations.
    • Reduction in CO2 emissions due to improvements in energy efficiency.
    • Progress toward the integration of renewable power sources, small-sized generation plants and electric vehicles.
    • Boosting domestic industry so it can be a European leader in new technologies.
    • Optimisation of investments made in the grid.


    Why is the Smart Grid being deployed now?

    The European Union has set forth three objectives applicable to the energy sector to be met by 2020:

    • To reduce emissions by 20%.
    • To generate 20% from renewable power sources.
    • To improve energy efficiency by 20%.

    With the roll-out of the Smart Grid, the distribution network will contribute to these objectives by:

    • Facilitating the integration of renewable power sources.
    • Improving energy efficiency (management of losses and demand).
    • Supporting the mass roll-out of electric vehicles.

    Telemanagement, regulated by Royal Decree, mandates that the new meters used by households (smart meters) must be equipped with:

    • Time-of-day discrimination.
    • Remote management capacity.

    Under telemanagement, traditional electric networks can evolve towards the Smart Grid by incorporating technologies (mainly PLC-PRIME information and communications) which will allow new services, improving both supply quality and customer service.


    What is the aim of this project?

    The main objective of the STAR Project is to comply with Order ITC/3860/2007 on the adaptation of metering equipment. The aim is also to take advantage of this opportunity to shift towards Smart Grids by adapting the distribution network to respond to the demands of society and incorporate technologies (mainly related with information and communications) which will allow new services to be offered and improve supply quality as well as customer service.

    Transformation centres will be equipped with electronic equipment to help gather information about and control the electric grid, to improve business operations (operations, planning, investments, grid optimisation, etc.).

    Through all of these improvements, the following will be achieved:

    • Improved overview of and/or control of the entire distribution chain, including HV, MV and LV.
    • Improved grid operations and service quality (reductions in TIEPI and NIEPI power supply interruption times).
    • More active participation by the market's customers, active demand management and revitalization of the commercial offer.
    • Information about the grid to manage assets more efficiently.

    This is definitely a huge leap forward towards the technological transformation of the electric distribution grid and preparing it to meet society's future needs.


    How does the new meter affect the environment and people's health?

    I-DE Redes Eléctricas Inteligentes, S.A.U. has taken all the necessary measures to ensure that our grids are completely safe from all points of view.

    Unlike other alternatives used in other countries, this new meter does not use radio frequencies or microwaves for communication, as it sends data exclusively via the existing power cable.

    From a technical point of view, these new meters comply with the provisions of the Ministry of Industry, Tourism and Trade through the Unified Regulation on measuring points of the electricity system, approved by Royal Decree 1110/2007 of 24 August and Order ITC/3022/2007, of 10 October. Furthermore, the new meter communicates data according to the UNE-EN 50065-1 standard. It transmits signals over the low voltage electrical network in the frequency band from 3 kHz to 148.5 kHz, in accordance with the reservation made by the European Committee for Electrotechnical Standardisation (CENELEC) for use by electricity distribution companies.

    As far as health problems are concerned, both the current and future installations are well below the exposure limits or thresholds established in current legislation, which have been unanimously defined by the Scientific Community at national and international level, without any cause for concern or risk to health. These exposure limits or thresholds have been established in European Council Resolution 1999/519/EC, of 12 July, and are those currently in force in Spain (Royal Decree 1066/2001, of 28 September), and subsequently ratified by the Ministry of Health through its reports entitled "Updated assessment of electromagnetic fields in relation to public health" of 2003 and "Report on the application of Royal Decree 1066/2001" of 2005, confirming that compliance with the limits established therein guarantees the health of persons who remain in areas close to the facilities considered.




    Why will the measuring equipment be changed?

    The Ministry of Industry, Tourism and Trade has decided that all traditional electric power meters should be replaced by an electronic model that allows for time-of-day rates and offers telemanagement capability, i.e., the possibility of reading the meters and changing the contract's terms and conditions without having to be present at the customer's home.


     What legislation regulates the change of meters?

    Ministerial Order ITC/3860/2007 of 28 December, in its Additional Provision 1 on the plan for replacing metering equipment, stipulates that: "All meters for electric power supplies with contracted power up to 15 kW must be replaced by new equipment that allows for time-of-day rates and remote management before 31 December 2018."

    Royal Decree 1110/2007, dated 24 August, approving the unified Regulations for power grid metering points, defines the functions of the new measuring equipment (meters).


    Benefits of the new measuring system

    The new measuring equipment will offer users numerous advantages, including the following:

    • Reduced supply down times caused by breakdowns, enabling the source of the fault to be located more quickly.
    • Faster changes to contractual terms and conditions, which can be done remotely without a technician having to travel to the meter room.
    • There will no longer be any estimated readings. All readings will be real.


    Who is affected by this campaign?

    All supplies with contracted power equal to or less than 15 kW are affected.


    Is there any cost for changing the meter?

    The old meter is removed and the new one is installed free of charge.

    i-DE is responsible for the disposal costs of the removed equipment.

    The personnel authorised by i-DE will be duly accredited and uniformed. In no event will the customer be asked for cash, current account numbers or additional details.


    What must I do to change my meter?

    You don't need to do anything. The first step is to check the meter panel to check whether it is in the right condition to replace the meters. Next, a letter will be sent to customers informing them of the date on which the meter will be replaced. It is advisable for the customer to be at home at that point, in case the PCS (Power Control Switch) needs to be removed. When the meter is replaced, the customer will be provided with related information.


    Do I have to cut off the power supply to change the meter?

    To replace the equipment (as is the case with any change of equipment) the electricity supply has to be cut off for a few minutes. A few days earlier, we will place information signs in the building to inform the customers of the day and time when the work will be done.


    What if the meter is my property?

    As regards customer-owned metering equipment, Ministerial Order ITC/3860/2007 of 28 December, in its Additional Provision 1 on the metering equipment replacement plan, stipulates that:

    "5. Customer-owned metering equipment for supplies with contracted power up to 15 kW which have no time-of-day rate and telemanagement capacity and which is affected by the actions envisaged in the replacement plans approved by the regional governments, shall be replaced as set out in those replacement plans."

    According to the approved plan, if on the date the equipment is changed in your area you have not informed the distribution company and installed a meter owned by you, we will replace it under the conditions set out in Ministerial Order ITC/3860/2007.

    According to this Ministerial Order, if your meter is less than fifteen years old, the replacement be at no cost to the owner and no rental for the remaining lifetime of the equipment, up to 15 years. In any event, such equipment must be replaced by 31 December 2018.

    However, we remind you that at any time, and subject to prior notification to i-DE, you can install a meter owned by you as set out in the aforementioned Ministerial Order.

    The meter of your choice should be on the list of manufacturers and models approved by i-DE.


    Where will the new measuring equipment be installed?

    The new meter is the same size as the old one, and it will therefore be installed in the same place as your current equipment. The replacement process will be quick and simple, provided that we have easy access to the meter.

    Because the new meter incorporates the Power Control Switch (PCS) function, at the time the equipment is replaced we will leave a sticker explaining how to reset the PCS if it trips in the event that the demanded power exceeds the contracted power, which we shall put on your letterbox and in the building's common areas.


    What if I have a contract with a distribution company other than Iberdrola?

    The metering equipment belongs to i-DE, the distribution company in your supply area; this has nothing to do with the retailer with whom you have signed the electricity supply contract.


    How can I read my meter and save on my bill?

    Consumers who have the telemanagement meter installed can view their daily, weekly and monthly consumption curves, as well as other data, through the i-DE website.

    Such information enables customers to know how their electricity consumption is distributed and use it more efficiently, as well as to decide which rate best suits their particular profile.

    To consult your consumption data, you must register in the system by clicking on the following link here and following the instructions to register.

    Once registered, you will be able to access the information with your e-mail (user) and password.


    What will be the first invoice I receive after changing the measuring equipment?

    This invoice will be divided into two parts. The first part will include the electricity consumption from the previous reading to the reading shown by the meter at the time of its removal. The second part will show the electricity consumption from the date the new meter is installed to the date of the bill. The total amount will not change in any case.

    The only change will be the meter rental amount. As occurs with the meter to be removed, rental of the new equipment is regulated as of 3 August 2013 and, in accordance with Order IET/1491/2013, dated 1 August, amounts to 0.81 euros/month in the case of single-phase supplies, and 1.36 euros/month for three-phase supplies.

    Remember that we are at your disposal at the following e-mail address or on 900 171 171 171.


    Will this change affect my contract?

    No, the conditions of your contract will remain the same, both in terms of power and contracted rate.


    Are you going to change my gas measuring equipment too?

    No gas meter replacement plan has been approved so far.


  • Mains Isolator (MI)


    What is a mains isolator?

    It is a device that makes sure that the power demanded by the equipment connected to the installation does not exceed the subscribed power for the supply point.


    How does the mains isolator work?

    When the equipment connected to the installation demands more power than the subscribed power, the MI trips automatically leaving the installation out of service.

    To restore service, switch off some of the appliances first in order to lower the connected power below the subscribed power, wait for a couple of minutes, and raise the lever manually.


    Where is the mains isolator installed?

    If is housed in a standardised sealable box placed on the wall near the door of the house or premises, just before the general control and security panel. It can be attached to the panel or installed separately.


    What are the guidelines regarding the installation of the MI?

    Article 10 of Royal Decree 1454/2005 [PDF] stipulates that all supplies to consumers must include power control elements according to the installation plans established by the distribution companies and submitted to the regional authorities.

    Moreover, as set forth in Additional Provision I of Order ITC/1857/2008 [PDF], pursuant to the aforementioned article, distribution companies must inform the consumers of their obligation to install the equipment and the various possibilities available for its purchase and installation.

    For this communication, i-DE will send two notifications to the consumers in its distribution area, the first one informing them of the compulsoriness and requirements for installing the MI; if no reply is received, the second notification will be sent 20 days later, reminding the consumer that, unless it is installed within an additional 20 days, contract billing will be changed automatically until it has been installed.

    Additional Provision 2 of Order ITC/1559/2010, dated 11 June, establishes the billing method that will be implemented on 16 June 2010 for those supplies which have received the aforementioned notifications but have not installed the MI within the specified period of time.


    What is the first step for installing the mains isolator?

    Firstly, it is necessary to check whether the standardised box is placed on the wall, near the general control and security panel. If the box has not been installed, the contract holder must contact an authorised electrician to have it installed correctly. The idea is to have a space separate from the general control and security panel where the mains isolator can be installed.


    I already have the standardised box in place. Who installs the mains isolator?

    The contract holder has two options:

    • Contact an authorised electrician to have it installed and bear the resulting cost, in which case it will remain the contract holder's property.
    • Ask i-DE to install it and rent it for 0.03 euros/month.

    In either case, the contract holder must phone i-DE at 900 17 11 71, within the established period of time and inform about the option chosen. Subsequently, personnel authorised by i-DE will check and seal the MI if it has been installed by an authorised electrician, or install it if the contract holder asks i-DE to install it.

    In both cases, the contract holder must pay a one-time amount of 9.044760 euros + VAT for the checking and sealing work, in accordance with the regulations currently in force.


    What happens if the mains isolator is not installed within the specified period of time?

    The legislation currently in force stipulates that the distribution companies must increase the bill until the consumer informs that the box or MI has been installed correctly.

    Since 1 July 2009, the subscribed power applied to all the affected access rate supply contracts has been 20 kW (Order ITC/1857/2008, dated 26 June, Additional Provision 1).

    Starting on 16 June 2010, as stipulated in Additional Provision 2 of the new Order ITC/1559/2010, dated 11 June, the following will apply:

    • Low-voltage consumers with subscribed power up to 10 kW; in this case there are two situations:  
      • Subscribed power up to 5 kW: a subscribed power of 10 kW will be applied for the purposes of billing the corresponding access toll.
      • Subscribed power between 5 kW and 10 kW: a subscribed power of 20 kW will be applied for the purposes of billing the corresponding access toll.
    • Low-voltage consumers with subscribed power between 10 kW and 15 kW: a subscribed power of 20 kW will be applied for the purposes of billing the toll.

    As of the date of installation of the MI, in accordance with the regulations currently in force, the contract holder will be billed according to the rate and power corresponding to the supply.


  • Connection


    What are connection charges?

    Connection charges refer to the financial consideration that must be paid to the distribution company for carrying out the actions that are required to provide a new power supply or to extend an existing one.


    Connection charges can include the following items:

    • Extension charges, which refer to the financial consideration to be paid to the distribution company by each applicant applying for a new power supply or for the extension of an existing one for the electrical infrastructure needed between the existing distribution network and the first element owned by the applicant. For this purpose, an applicant means an individual or body corporate that applies for extension installations for the service connection, without necessarily having to sign up for the new supply or its extension.
    • Access charges, which refer to the financial consideration to be paid by each subscriber to a new power supply or extension of power to an existing one, which are paid for joining the network.
    • Charges for the supervision of ceded installations, which refer to the fees to be paid to the distribution company by the applicant of the new supply for the supervision of the work and tests and trials performed prior to service start-up or for the extension of an existing one that opt for direct operation and later transfer of the installations.


    What are connection and inspection charges?

    Distributors can charge for meeting the following service requirements:

    • The connection: the operation of electrically connecting the receiver installation to the distribution company's network, which is liable for the carrying out of this operation.
    • Verification of the installations: the inspection and checking that they meet the regulatory technical and safety conditions.


    For those supplies in which the submission of an authorised electrician's report is required, either because it is a new installation or because some home improvements have been done, inspection charges will not be collected.

    Neither will inspection charges apply if the submission of a project and the works' completion certificate have been required to fit an installation.


    What are extension installations?

    Extension installations are those that are needed to provide a new supply or to extend an existing one from the existing installation.


    When do extension charges have to be paid?

    Extension charges are paid by the applicants when they already know how much this item costs, before the service connection is made.


    Are these charges attached to the installation?

    Extension charges already paid are attached to the installations, houses, premises, plots, etc., for which they were paid, until the first user cancels them, however much time may have elapsed.

    From a customer's cancellation date, the extension charges will remain attached to the installation for a further three years for low-voltage power supplies.

    Connection charges are not attached to the installation and, therefore, lose their validity at the time of supply cancellation or reduction of contracted power.


    How much does a user have to pay for connection charges?

    On signing up for the supply for a house, premises, etc., the customer or end user will have to pay the corresponding access charges for the subscribed power to the distribution company, as long as it does not exceed the power recognised for the installation. If the customer or end user were to sign up for more power or extend the already subscribed power, or she he would also pay the required extra for the access and extension charges corresponding to the increase in power.


    Who should fit the extension installations?

    The distribution company that has to provide a new supply or extend an existing one will be obliged to provide the required electrical infrastructure whenever the supply is located on urban land that is deemed to be a buildable site up to a requested power of 50 kW for low-voltage supplies and 250 kW for mid-voltage supplies. When the extension installation exceeds the aforementioned power limits, the applicant will pay for the required extension installation, without the distributor charging the extension fee. When the supply requested is for urban land that is not buildable, the owner must pay for the completion of the required electrical infrastructure for it to become buildable. On buildable land, the owner must pay for the required electrical infrastructure, including the offsite supply feed network and the necessary reinforcements. With respect to non-buildable land, the applicant will pay for the electrical infrastructure for the supply, thus acquiring the status of owner of the installations.


    How long are service connection technical-financial quotes valid for?

    Six months from the date of communication of the quote.


    Were the applicant to carry out the civil work for the service connection by his own means, what permits would be needed?

    Depending on the type of works to be carried out they can be:

    • Municipal permit for prospecting pits and conduits.
    • Municipal permit for transformer station works.
    • Third-party permits for building the designed installation.
    • Approval from the supply company of the extension installation project to be carried out, as it must meet its officially approved regulations.


  • Incidents


    What do we do if there is a supply fault?

    Whenever a fault is detected, i-DE launches several processes which involve different departments and systems (customer service, maintenance and control centres) in order to restore the service as soon as possible.

    Once a fault  is detected, the control centres, in collaboration with the maintenance teams, manipulate the grid and, if necessary,  will go to the site where the fault has occurred  in order to restore the service as soon as possible, while always guaranteeing the safety of the technicians that go out to repair the incident.

    If the fault affects a large number of customers, attempts will be made to provide service to as many customers as possible as quickly as possible, initially by restoring the service in areas with the largest populations and to customers whose activities are more sensitive than others (hospitals, police, water supply companies, etc.), then in smaller areas and finally to individual customers.

    Once the maintenance team arrives at the fault site, it can better assess the problem and estimate the time it will take to sort it out. If the grid configuration allows, service will be restored through other substations, lines or transformer stations that are not affected by the fault, after which it will be repaired.

    During the repair work, the affected customers that request information from the i-DE customer service department by phone will be informed of the estimated time of service restoration. This estimated restoration time will be approximate at first, but will be more exact after the maintenance technicians have reached the fault site and have been able to assess the situation.

    Emergency situations caused by adverse weather conditions, such as strong winds, floods, snowstorms or fires, deserve special mention. In these situations i-DE, in coordination with other emergency services, implements emergency measures and strengthens the maintenance teams with reinforcements.

    At i-DE we regret any bother or inconvenience that may be caused until the service has been  fully restored.


    How do I know if the incident has started in my installation or on the i-DE network?

    First, you must find out whether other users have also been affected. If the stairs, lift or adjacent buildings have electricity, the incident has probably started in your installation.

    If other users have also been affected, the incident may have started in the i-DE installations. In this case, log in here to inform us.


    What should I do once I have determined that the supply incident has been caused in my installation?

    Firstly, it is important  to know that the  General Control and Security Panel  is usually located either near the entrance to the dwelling or in the kitchen. This panel contains the control and protection elements for the installation and for the people who live there.

    Second, you must follow the process described in the section on Checking the Control and Security Panel.


    How do I act if there is a supply fault?

    It is recommended that each home should already have in mind how to react in the event of a power supply fault. It is important to remember the following advice:

    • Get in touch with i-DE to find out the estimated service restoration time.
    • Have several torches and spare batteries to hand.
    • Avoid using candles to reduce the risk of fire.
    • Try not to open the fridge or the freezer, to prevent them warming up.

    Bear in mind that the service may be restored at any given moment without prior notice, regardless of the estimated time of restoration you have been told. Do not carry out any repairs taking advantage of the power cut.


    How do we get information about a supply fault?

    To get information about a supply fault, to know when it has been resolved or to warn us of a supply fault, phone 900 17 11 71 and select the "Supply fault" option or click here.


  • Clients Area


    What is my Clients Area user ID?

    When registering on the Clients Area, the customer must enter an email address in order to activate the account. The email address you enter is the user name of the Clients Area account.


    What can I do from my account on the website? (download consumption and reading certificates, register for the warning system, etc.)

    Users who register on the Clients Area can completely manage or consult their supply point.

    For example, they can see data on access contracts, electricity consumption, maximum power demand and real-time access to their meters. They can also sign up for a free service to receive e-mail and/or SMS alerts of unforeseen grid incidents and scheduled outages.


    How do I download my usage in CSV format?

    First of all, you can only download usages in CSV formats in the Clients Area in the "Consumo por factura" section which you can find in: "Contratos > Gestiones > Ver consumo por factura". To do this, the customer must first register on the Clients Area here.


    If I have the new meter installed, why don't I have the remote management installed? How do I know when my remote management is activated?

    The installation of the telemanaged meter does not mean that the area where the supply point is located is activated. To activate telemanagement, the transformer station of the zone where the concentrator is to be installed, where the data of all the CN meters connected to it are to be found, must be adapted.

    To know the approximate date when the remote management is going to be activated, send a query through the consumers' private area. To make the query you must enter the query menu.


    Can I view the readings from my account on the website?

    In order to be able to make queries you must go to: "Contratos > Gestiones > Certificado de lectura".


    Why are my usage data missing some days?

    The lack of data in the load curve of the consumption part is because, due to line noise problems, the communication is very low and this data cannot be downloaded from the concentrator to which the customer's NC is connected.