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Storm pulled the wires off your Waterloo house? Who fixes the mast and how power gets back on
After a storm, a common surprise in Waterloo is finding out the utility will not restore power to your house until you have hired an electrician. The reason is where ownership of the wires changes hands.
Last updated September 25, 2026 · Reviewed by the Waterloo Electricians team
Where the utility's equipment ends and yours begins
ESA explains that ownership usually changes where the wires attach to the house. The wire from the pole to the house is generally the utility's. Waterloo's electricity distributor, Enova Power, took over from Waterloo North Hydro, whose guidance shows the homeowner owning the equipment attached to the house:
- The service mast (the pipe on the roof or wall the wires attach to) and the weatherhead at its top
- The wires inside the mast
- The meter base (the socket the meter plugs into)
- For underground services, the downpipe on the wall
- Everything inside: the main disconnect, panel and wiring
If a falling branch rips the mast off the roof of a Beechwood split-level or ice loading bends it on an uptown two-storey, the damage is to your equipment, even though the wires attached to it belong to the utility.
What to do right away
- Stay away from the wires. Enova Power says to assume any downed line is live, stay at least 10 metres back, about the length of a school bus, and call 911.
- Do not touch the damaged equipment. ESA and Enova are both clear that homeowners must not try to repair masts, meter bases or service wires. A partly damaged service can be live in ways you cannot see.
- Report the outage. Check Enova Power's outage map. If your address is not listed, Enova asks you to call 226-896-2200.
- Check inside if it is safe. If there is any damage to your electrical system, Enova advises turning off power at the distribution panel. Do not do this if the panel area is wet or flooded.
- Call your insurer. ESA notes that, according to the Insurance Bureau of Canada, most homeowner policies cover mast repairs by a licensed contractor, subject to your deductible.
Why Enova will not reconnect until the repair is inspected
The utility cannot reconnect a house whose equipment is damaged. The process, as ESA and the utility describe it:
- You hire a Licensed Electrical Contractor. ESA's contractor locator lists them.
- The contractor files a notification of work (permit) with ESA and, when working on the meter base or mast, coordinates disconnection with the utility.
- The contractor makes the repair and notifies ESA.
- An ESA inspector confirms the work is safe and authorizes reconnection.
- ESA tells the utility it is safe to reconnect, and Enova restores power.
Ask for a copy of the ESA Certificate of Acceptance afterwards for your insurer and your records.
What to expect on timing
After a widespread storm, contractors and ESA are dealing with many damaged services at once, so repairs are handled in order and nobody can promise a time. You can help by having photos of the damage ready, knowing whether your service is overhead or underground, and telling the contractor whether the meter is still on the wall. If the house is going to be without power for a while, a generator connected by extension cords can keep the fridge and a space heater running, as long as it stays outside and nothing is connected to the damaged service.
Temporary repairs
After a large storm, contractors sometimes make a temporary repair so a house can be reconnected quickly. ESA allows this but will send a letter requiring the temporary repair to be made permanent, typically within 30 days. Keep that deadline; a temporary mast that stays temporary is a problem at the next storm and at resale.
It is not always the mast: partial power and a panel that got wet
Two other storm situations need the same caution:
- Half the house works and half does not, or lights are dim and motors hum. Houses get 240 volts over two legs, and losing one leg or the neutral, often from damage at the mast or on the utility side, causes this. It can damage appliances. Turn off sensitive equipment and report it to Enova.
- Water reached the panel or wiring, from a flooded basement or a roof leak. ESA's guidance is not to connect generators or appliances to wiring affected by water, and to have a licensed contractor assess it before power is restored.
Using the repair to fix older problems
Many older Waterloo homes still have 60- or 100-amp services with original masts. If the mast has to be replaced anyway, it is worth asking whether this is the moment for a 200-amp service upgrade, especially if an EV charger or heat pump is on the list. Doing both at once means the utility disconnection, permit and inspection only happen once; ask your insurer how they treat the upgrade portion.
Getting it repaired
The contractor behind this site is an ECRA/ESA licensed electrical contractor and files the ESA notification on every job that needs one. Service in Beechwood, Laurelwood, Elmira and across Waterloo Region. For planning ranges on service and panel work, see the Waterloo electrician cost guide, or describe the damage and send photos taken from a safe distance.