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Outage Frequently Asked Questions
Call 1-888-863-9001 to report a power outage. Please use the automated phone menu, as it is the most efficient & fastest way to make a report.
It is important to only report an outage once, as further calls to the outage hotline can clog the phone lines and prohibit other customers from reporting outages.
During a small outage:
The automated phone system will accept your outage information and initiate repair calls. Since these outages tend to be small pockets in the community, it is usually easier to isolate and repair the problems.
During a significant outage:
Outage information will be taken by the automated phone system. Outage information will be combined and then analyzed to determine a repair strategy. Large outages can be more difficult to repair because of the widespread nature and sheer numbers of impacted customers.
During catastrophic outages, such as mass tornado damage or significant ice damage, repairs often are started by fixing problems starting from the power plants and working out toward the substations and feeders, and then into the individual neighborhoods & homes. As the outage progresses, restoration progress may slow, because of unique problems isolated to individual customers.
Weatherhead Information
The "weatherhead" - piping, usually on the roof, with wires entering the home - is the point where electric service enters the residence and is part of the home. If the weatherhead is damaged, customers must have it repaired by a private, licensed electrician before CU can reconnect electric service.
After the electrician has made their repairs, the electrician (or their designee) will need to inform CU of the repaired status.
Normal Weatherhead
Weatherhead with lines cut by an electrician
Damaged Weatherhead
City Utilities installs and maintains these components:
The service wire that carries energy from the service line to your home or business
The electric meter that measures how much energy you are using
The customer is responsible for these components:
The service bracket or pipe riser which protects the connection point for the lines entering your home or business
The weatherhead which keeps rain and other material out of the pipe riser
The pipe riser which protects the lines entering the meter base and the wires inside of the pipe riser
The meter base that protects your connections to the meter
Only a licensed electrician should ever attempt to work on these parts of your electrical system.
Tree Limbs
If tree limbs are touching the electric service line to the home, CU contractors will trim the trees as necessary to restore power. If the electric service line to the home must be replaced, CU contractors will perform necessary tree trimming to replace the service line. In both cases, the customer is responsible for removal of cut trees and tree limbs from their property.
When Will Power Be Restored?
It is normal to want to know when you can expect power to be restored to your home or business. Especially during widespread power outages, determining estimated times for restoration on a per customer basis is not feasible. Please be assured that City Utilities will work diligently to get our customers restored.
During catastrophic outages, such as mass tornado damage or significant ice damage, repairs often start by fixing problems starting from the power plants and working out toward the substations and feeders, and then into the individual neighborhoods and homes. CU's engineers also try to prioritize the repairs by fixing the areas that will restore power to the most customers at a time or do the greatest good for the community (hospitals, emergency services).
Why Haven't I Seen Any Repair Trucks in my Neighborhood?
During major outage situations, CU will utilize outside contractors to maximize restoration efforts. These contractors won't be in official CU trucks, so it may not be apparent that they are affiliated with City Utilities. Also, just because you haven't spotted a crew in front of your home, doesn't mean that CU isn't working on repairs to your line in a different section of your neighborhood.
Portable generators can be hazardous if used improperly.
Generators must be operated outdoors in a well-ventilated area to prevent carbon monoxide poisoning.
Stay away from your home’s electrical panel or fuse box. Generators should not be wired into them, unless serviced by a qualified, licensed electrician.
Always observe the generator manufacturer’s instructions to avoid electrocution and for safe operation. Improper operation can be hazardous both to you and to utility workers, as generators may cause carbon monoxide poisoning and/or generators may leak power back to CU's lines and pose an electrical risk.
If your generator has been directly wired into your home without a safety cutoff switch, City Utilities will not complete the restoration of power to your home, as this poses an electrocution hazard. A qualified, licensed electrician must remove the generator's direct wiring before City Utilities will complete the power restoration.
The People Across the Street Have Power - Why Don't I?
There can be many reasons why this situation has occurred. For example, different feeders or transmission lines may be serving opposite sides of the street. If the power outage is isolated to your specific home, there could be damage to your service line or your weatherhead. A call to a qualified, licensed electrician could help.
My Power Was Back On - Now It Is Off Again. Why?
In outages, utility workers, for safety and restoration purposes, may need to de-energize circuits from time-to-time, depending on the repair work that needs to be accomplished. In this case, the subsequent outage should be short-term, usually lasting for an hour or so. During these types of outages, your patience is requested, and it is not required that you notify our outage center.
