Utility Outage Protocol — Water, Power, Internet
Utility Outage Protocol
When water, power, or internet goes down, here’s how to figure out what’s happening and what to do.
Water Outage
Step 1: Is It Building-Wide or Just You?
Check if your neighbors have water:
- If nobody has water → building-wide issue
- If just you → unit-level issue (check your water valve)
Check Syabas:
- Call 15300 or check the Syabas app
- Look for scheduled maintenance or emergency repairs in your area
- If Syabas confirms a mains issue, it’s city-wide, not building-related
Step 2: Building-Wide Water Outage
| Cause | What happens | ETA |
|---|---|---|
| Syabas mains repair | Syabas shuts off supply for scheduled work | Usually 4-12 hours |
| Pump failure | Building pump malfunction | 2-24 hours (depending on part availability) |
| Tank cleaning | Scheduled maintenance (bi-annual) | 4-8 hours |
| Burst pipe | Emergency repair needed | 4-48 hours |
During building-wide outage:
- The MO should issue an announcement through WhatsApp/notice board
- If no announcement, call security: 03-7660 4754
- Fill containers as soon as you hear about an outage (for flushing and drinking)
Step 3: Unit-Level Water Issue
| Issue | Likely cause | Fix |
|---|---|---|
| Water valve is closed | Accidentally turned off | Check under kitchen sink — turn valve counter-clockwise |
| Low pressure | Clogged filter or partially closed valve | Check your unit’s main valve (usually near kitchen) |
| Leaking pipe | Pipe joint failure | Turn off main valve immediately. Call plumber. |
If you can’t resolve it:
- Call MO during office hours: 03-7660 4752
- For emergency leaks: Call security 03-7660 4754
Power Outage
Step 1: Is It Just Your Unit?
Check your circuit breaker (fuse box) — usually located near your unit entrance or in the storeroom.
- Tripped switch: A switch is in the middle position. Push it fully to OFF, then back to ON.
- If it trips again: There’s a short circuit — call an electrician.
Step 2: Building-Wide Power Outage
Check TNB:
- Call 15454
- Check the TNB app for outage notifications in your area
What happens during outage:
- Emergency lighting should activate in common areas
- Lifts may stop working — do not use the lift during a power outage
- Backup genset should power essential systems (security post, fire alarm, common area emergency lights)
What to Do
| Situation | Action |
|---|---|
| Unit-only outage | Check circuit breaker. If not tripped, call MO |
| Building-wide outage | Wait for TNB to restore. Check TNB app for ETA. |
| Prolonged outage (>4 hours) | MO will update residents. Keep fridge closed. |
| Lift entrapment during outage | Call security immediately — they have keys to manually open lift doors |
Internet/TM Outage
Step 1: Check If It’s Building-Wide
- Ask a neighbor: “Is your internet down?”
- Check TM’s status page or call 100
Step 2: Unit-Level Troubleshooting
- Restart your router — unplug for 30 seconds, plug back in
- Check TM app — service status in your area
- Check cables — is the fiber cable damaged? (common during renovation)
- Call TM — 100 for support
If the Issue Is Building Infrastructure
Occasionally, the building’s fiber termination point or patch panel has issues. This requires:
- TM technician to visit the building’s MDF room
- MO to coordinate access to the MDF room
- Usually resolved within 1-2 working days
Water Supply Interruption (Extended)
If water is expected to be out for more than 6 hours:
- MO may arrange: Water tanker at the main lobby or car park
- Alternative:** Buy bottled water at 3M Mini Mart (Block B3)
- For toilets: Use pool or gym bathroom (if accessible)
- Plan for next time: Keep 2-3 large containers of water for emergencies