Outage FAQs

Outage Frequently Asked Questions

  • Why do I have to report my outage?

    Our upgraded technology is able to tell us when outages occur on our system. But it’s always helpful to have information from you in order to verify what our outage management system is telling us. That way we know where the affected homes and businesses are on the electrical circuit and our crews can respond more efficiently and quickly.

  • Why does my neighbor have power but I do not?

    It depends on the cause of the outage. They may receive electricity from a different power line or be on a different circuit. Even your neighbor as close as across the street may be served by different equipment.

  • Don't you know my power is out?

    We should have a pretty good idea, yes. Our updated electrical grid, that includes digital smart meters, does a great job of telling us where outages have occurred and how many customers are affected. But no system is perfect. And in some instances, a power outage may be isolated to your electrical equipment, such as your breaker, conductor, service attachment, mast or meter socket. In that case, it won’t show up on our system.

  • How do you decide whose power to restore first?

    We work immediately to pinpoint the problem and solution - whether that be to replace a pad transformer knocked out by a vehicle or clear downed power lines due to wind. Critical services such as hospitals are restored first. Then we work to restore power to concentrated areas to get the greatest number of homes and businesses up and running as quickly as possible. The location of an outage can also affect timing. It can take our crews some time to travel to the location of an outage, particularly during inclement weather or if the outage is in a remote location.

  • Why does the number of people affected by an outage change so often?

    Power is usually restored in phases as we troubleshoot the problem and restore the system in sections as we identify the area that requires actual repairs. Outage numbers will decrease steadily once equipment is repaired. An event that is more widespread, like during a storm that may have multiple outages occurring simultaneously and new problems occur as others are fixed, will also cause numbers to change. We have redundancy built into parts of our electrical systems, which can often be used as "backup" equipment in some instances. But, all of these factors may contribute to outage statistics that fluctuate often.

  • Will I receive a refund for the time I am without power?

    Electricity is metered so you're never charged for power you don't use.

  • Why do some power outages take longer to restore than others?

    In every case, our highly skilled employees are working hard to restore your power as soon as possible. What has caused the outage often determines timing. For example, if there are heavy storms that include wind and lightning in the area, we must make sure it is safe for our employees before beginning restoration efforts. Another example is a car accident where we must be given clearance by emergency personnel before beginning work.

  • The outage center says my power is back on, but my address is still without power. What do I do?

    Reset your breakers to make sure they were not tripped during the outage. You may also want to check your fuse box to make sure there are no blown fuses. If you’re still having trouble, please call us and we’ll do our best to determine if the outage is on our equipment or if you’ll need to call an electrician.