Customer Service

Video call

E-REDES offers a video call service that allows you to be assisted by one of our service point assistants without leaving your home. The appointment form cannot be used with Internet Explorer and we recommend using the latest versions of Chrome, Firefox, Microsoft Edge or Safari.

How can I make an appointment?
Booking
Select the subject, date and time available for your video call.
Validation
After validation of your video call appointment, you will receive an email and/or SMS with confirmation of the service and the access link.
Session
On the day and time scheduled, access the link.
Start Scheduling
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  1. Select Subject
  2. About You
  3. SET SCHEDULE
  4. Summary
  5. Finished

You can send your meter readings at the Digital Counter, on our APP, or by calling 800 507 507 (24h/day, free call). If you would like assistance, schedule a video call with one of our assistants.

If you need information about your installation or a previous request, schedule a video call with one of our assistants.
If you want to reschedule, cancel, or request information about a technical visit, schedule a video call with one of our assistants.
If you have identified damages or other losses resulting from the activity of E-REDES as an electricity distribution network operator, report them through the following link and/or follow up on your case by scheduling a video call with one of our assistants.
If you wish to report a complaint, please schedule a video call with one of our assistants.
If vegetation is hindering the visibility of street lighting, if there are branches between E-REDES cables or if you come across an underground cable in sight, an insecure cabinet or a fallen pole, report it. You can report the proximity of vegetation at this link and the hazardous situation at this link. If you need assistance schedule a video call with one of our assistants.
Report situations that may be allowing the consumption of electricity without the corresponding payment. Report anonymously through the following link or schedule a video call with one of our assistants.
You can make a request for a new connection via the following link. If you would like assistance, please schedule a video call with one of our assistants.
You can request an increase in power by following the link. If you wish assistance, schedule a video call with one of our assistants.
If you wish to make a request for a modification/deviation of network elements, for example overhead or underground lines, please schedule a video call with one of our assistants.
If you have any questions regarding the budget and/or payment for your new connection, schedule a video call with one of our assistants.
If you wish to change the location of your meter, please schedule a video call with one of our assistants.
If your request requires a previous evaluation of the conditions for connection to the grid (requested power above 41.4 kVA), schedule a video call with one of our assistants.
Here's how you can book

  1. The video call service allows you to access the services provided by E-REDES service point assistants remotely, avoiding the need to physically travel, particularly at a time when social contact should be restricted as much as possible.

  2. The video call service can be used to answer questions, submit applications for a new connection to the electricity network, a power increase and submit documentation, among other things.

  3. The platform supporting the video call is Microsoft Teams, which you can access via one of the following devices - smartphone, tablet or computer - with a camera and microphone.

    For it to work properly, you must ensure that you use one of the following browsers when accessing the video call service via your computer: Google Chrome, Microsoft Edge, Safari. If you prefer, you can download the teams app here.

  4. You must access the scheduling form and follow the steps below:

    1. Select the topic you want to cover;
    2. Fill in the form with the information requested;
    3. Choose the date and time to be assisted by a service point assistant;
    4. Confirm your appointment details.

  5. Yes. To cancel the session, follow these steps:

    1. Open the email we sent you confirming the appointment;
    2. Click on "If you want to cancel this appointment, click here";
    3. You will be redirected to our website, where you will again have to click on the "cancel appointment" button.

  6. After appointment confirmation, you will receive the following notifications:

    • Confirmation e-mail and/or SMS with instructions on how to access the service;
    • Reminder e-mail 24 hours before the session;
    • SMS, if you provide your phone number, as a reminder 15 minutes before the session.

  7. On the day and time of the appointment, access the confirmation e-mail and select the "Go to Session" (Ir para Sessão) button to access the "Waiting Room" (Sala de espera) page. On this page, select the "Open Session" (Abrir Sessão) button. After selecting this button you will be taken to the Teams session page. If you want to make the video call in your browser, select the "continue in this browser" option.

    Don't forget: make sure you have a good internet connection and check that your camera and microphone are switched on.

  8. At the scheduled time, enter the video call and wait for the assistant. If after 5 minutes the assistant is still not available, you can report the delay by selecting the "report delay" link on the "Waiting Room" page.

  9. Yes, for non-contractual issues (e.g. proximity to vegetation, requests for information) you don't need an electricity contract. 

  10. Yes, during the attendance session you can send documentation to the assistant through the “File Exchange” section available on the “Waiting Room” page. 

  11. Yes, for some of the available topics it is possible to invite other participants who are interested in taking part in the appointment session. Participants added by you will receive a confirmation e-mail with the link to access the session. 

  12. Yes, in case E-REDES has to cancel your appointment due to unforeseen circumstances, you will receive a warning e-mail and SMS.

  13. The assistant will wait for you for 10 minutes. If you cannot access the session, it will be automatically cancelled. If you want a new session, you'll have to schedule an new one. 

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