If you’re having difficulty making a payment on your energy bill, we can help. We offer flexible payment plans and there are millions of dollars in energy assistance available for customers. Visit Assistance Programs to find out more information.
When power goes out, our restoration process begins as soon as conditions are safe for our professionals. We are committed to resolving outages as quickly as possible and technology is helping us do it faster than ever before.
Severe weather and other unpredictable events occasionally hit our service area, causing damage to electrical equipment that disrupts the flow of power to homes and businesses. We do our very best to prepare for these circumstances so that when they do occur, we are ready to immediately begin the important work of restoring power to affected areas. Safety is our top priority, so our damage assessment and restoration process only starts once the storm has cleared and it’s safe for our personnel to work. After addressing life threatening, safety and health situations, we repair equipment that will restore power to the greatest number of customers first. The sequence is as follows:
When you call us to report a power outage, we provide an estimate for restoration based on current reported field conditions and predictions from our automated Outage Management System (OMS).
We are continually working to improve our ability to provide you with accurate restoration estimates. Several considerations come into play when estimating restoration times. One important factor, particularly after a large storm, is completion of our damage assessment. Until the assessment is done, it is hard to provide a restoration time, especially in cases where we have sustained extremely high numbers of outages.
Other factors that affect restoration times include:
Note that a crew may leave your neighborhood before your power is restored for many reasons, including:
As soon as conditions are safe, damage assessors are dispatched to outage locations to evaluate and document damage that has occurred to the electric system. Using mobile devices, the assessors update the outage information with their damage assessment so that operations personnel may direct the required resources, including labor and materials, to their location to complete the repair efficiently.
Because customers who use life-support equipment reside in all parts of our service area, giving restoration priority to these customers when there are extensive power outages is not possible. However, we understand how important information is to these customers and their caregivers, and, therefore, prior to a major storm or similar event, we make special efforts to communicate that outages are possible.
It is important that customers who use life-support equipment or their caregivers make arrangements ahead of time to prepare for potentially long-lasting interruptions in service.
You can report your electric outage online, including on your smart phone or tablet.