Support
Support
Need Assistance? We're Here To Help!
Our support team is available to assist with service requests, troubleshooting, and customer guidance. Use the contact options below for urgent help or to open a support ticket — we aim to respond quickly and route your request to the right specialist.
Our support team is available from 9 AM to 6 PM to assist you. Feel free to reach out for any queries or help you need.
Support for Electrical Questions, Service Help, and Next Steps
Hello Power's support center is designed to help customers get practical, accurate answers about electrical services, safety, and the next steps after a service request. Electrical issues can be stressful and sometimes urgent — whether it's understanding a bill, scheduling a follow-up visit, clarifying a technical recommendation from a technician, or reporting a fault — our goal is to make the path forward clear and manageable.
We combine phone, email, and guided online assistance so you can choose the method that fits your situation. Phone support is ideal for urgent or complex conversations where a technician or customer-care agent can talk you through troubleshooting steps. Email is useful when you need to attach photos, documents, or receipts and want a written record. For routine queries and reference material, we also provide short guidance and frequently requested forms so common questions are resolved faster.
To help you get an efficient, helpful response, please have any relevant details at hand: your Hello Power reference number (if available), the service address, a brief description of the problem, when it began, and any photos or videos that illustrate the issue. When raising a safety concern, mention whether power is affected, any visible damage, or any signs of sparking or burning — we treat safety reports with highest priority.
Our support process emphasizes clear ownership and timely updates. After you contact us, you can expect an acknowledgement, an estimated response time, and—where relevant—next steps such as a remote troubleshooting call, a technician visit, or guidance to documentation you can use right away. If a job requires parts or additional approvals, we will explain expected timelines and any actions you may need to take.
We also support property managers and businesses that have multiple meters or recurring service needs: consolidated billing queries, bulk service scheduling, and priority response options are available. If you manage multiple properties, tell us customer details and meter numbers so we can record the relationship and provide faster service in future interactions.
What to Expect When You Contact Us
- A polite, professional response from a trained agent.
- Clear guidance about whether the issue can be resolved remotely or requires an on-site visit.
- Transparent information about charges (when applicable), timelines, and any documents required for resolution.
Common Support Topics
Frequently handled topics include appointment scheduling, troubleshooting non-working outlets or lighting, clarifying invoices and estimates, installation and connection queries, safety advice, BESCOM or local utility coordination, and follow-up on previously logged service requests. If you are unsure which topic fits your situation, a brief message or call will help us route you to the right specialist.
How quickly will I get a response?
During business hours we acknowledge most phone requests immediately and route them to the right team. Email enquiries are triaged and typically answered within one business day. If a case needs on-site work, we will provide a timeframe and a point of contact so you know who is handling the request.
What information helps us resolve issues faster?
Useful details include your customer or order reference, the exact service address, a short description of the issue, and any supporting photos or short video clips. For electrical faults, note whether power is out, whether the problem is isolated to one circuit, and any error messages or visible signs (smoke, charring, burning smells).
Are there charges for support visits?
Many routine troubleshooting calls and minor fixes are covered under standard service agreements. If additional parts or extended work are needed, we will explain any charges in advance and get your approval before proceeding.
How do you handle safety concerns?
Safety reports are treated as top priority. If a situation looks hazardous, call our toll-free number immediately and follow local safety guidance while we dispatch the appropriate response. We may coordinate with the local utility when required.
Can I schedule follow-ups for multiple properties?
Yes — our team supports consolidated scheduling and account management for property managers and businesses. Provide a list of meters or addresses and we will help set up batch appointments and consolidated billing if needed.