Outage Restoration Updates

Watch to better understand how restoration updates work.

Why you’re receiving updates

As repairs are made after an outage, you may receive updates saying that power in your area has been restored when your power is still out. This is not uncommon during major weather-related events when damage is widespread.

Crews first make repairs to the larger power delivery lines, which restores service to many homes and businesses at once. Once that repair is made and updated in our system, it automatically triggers an update to every home or business served by that main line. However, smaller power lines may also be damaged and in need of repairs before your power can be restored.

If you receive one of these updates, it means crews are busy working in your area. Reply “OFF” if you can confirm you are still without power. This will provide our line technicians with the feedback they need to pinpoint the remaining pockets of isolated damage and get the power back on quickly and safely for everyone.

Watch our video to see how the process works.

What if I’m not home? Should I just respond “OFF”?

Only reply “OFF” if you can confirm that your power is out. In most cases, damage to smaller lines affects many customers. Feedback from just one or two of those individuals will help our crews quickly identify the source and begin inspecting for additional issues. Replying “OFF” when you don’t know if your power is out or not can send crews looking for damage that does not exist, slowing the restoration process.

Receiving Outage Notifications

If you are not receiving outage communications from Duke Energy