FAQ

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Using the Outage Map FAQ

  • Use the browser's refresh button to open the outage map.

  • The outage information is updated approximately every 15 minutes. The time stamp for the most recent update is displayed in the left navigation.

  • Click or tap the menu icon in the top left corner above the outage map to open the navigation panel.

    Screen shot showing where to find hamburger menu
  • The outage map is updated approximately every 15 minutes; however, to ensure the most recent updates are visible on the outage map, you may need to clear your browser's history and/or cached data files. A web cache is an information technology term for the temporary storage of web documents, such as HTML pages and images. The process for clearing your history and cache varies depending on the internet browser you are using. Instructions specific to your device type and browser can be found through a simple web search.

  • You can view outages in a few ways. On all devices, you can use the search bar to find a specific address or location.

    Screen shot with point to search box

     When looking at the map, you will see circle icons of varying sizes indicating the location and number of customers without power. One outage on the map could represent multiple homes and businesses. Pan the map and select a circle to zoom in on your location.

    Screen shot with pointer showing outage bubble on outage map.

    Or you can select the zoom (+/-) in the lower right corner of the map, and then use the mouse to drag left, right, up or down to navigate to the location you want to view.Or you can select the zoom (+/-) in the lower right corner of the map, and then use the mouse to drag left, right, up or down to navigate to the location you want to view.


    Screen shot with pointer showing where to click to enlarge or reduce viewing area of map.


    On a mobile device, use the pinch open gesture to zoom in and the pinch close gesture to zoom out, and then use the drag gesture to move the outage map to the desired location.

  • Since one outage event may affect multiple homes or businesses, you may need to first select the outage icon and zoom in until you are able to view more details about the outage, including an estimated time of restoration (if known).

  • During major storms or large-scale outage events, the outage map will display outages by county, highlighted in colors based on the severity of the outage. The darker the shading, the more customers without power. Zoom in to view more details about your outage. 

  • The estimated time of restoration (ETR) is the date and time we expect to have your service restored. Initially, the time given is a prediction based on historical outage data for your location. As more information becomes available, we may update the estimated restoration time, if needed. In some instances, additional, isolated issues such as meter base damage may cause a delay in restoration. 

  • Yes, this map is a service for Duke Energy customers and, as such, only reflects Duke Energy customer outages. If you'd like outage information for another utility in your area, we encourage you to visit their website or contact them directly.

  • Yes, you can view the outage map on mobile devices such as the iPhone and Android.

  • We currently support:
    • Google Chrome 50+
    • Internet Explorer 11+
    • Mozilla Firefox 45+
    • Apple Safari 9+
    • iOS Safari 9+
    • Edge 13+
    • Android 9+
    Check our Browser Troubleshooting page for more information.
  • Because of the nature of restoration efforts during a hurricane, ice storm or large weather event, the outage map may be updated less frequently. Because there is potential for multiple outages in any given location, shading over areas of the map will be used to highlight the larger number of outages. By switching to/choosing the Location view, you can get specific information in your area.Because of the nature of restoration efforts during a hurricane, ice storm or large weather event, the outage map may be updated less frequently. Because there is potential for multiple outages in any given location, shading over areas of the map will be used to highlight the larger number of outages. By switching to/choosing the Location view, you can get specific information in your area.


  • When looking at the map, you may not find an outage indicated directly over your home or business when you are without power. This is because one outage on the map may represent multiple homes and businesses. The map places the outage icon near the location of the electrical equipment where the outage originated. Think of the icon as representing the center of the outage: The outage may cover several streets or, in case of major events, even miles. From the Location view, you can tap or click on an outage cluster icon represented by varying sizes of circles to zoom to a lower level of information concerning your outage.

  • Duke Energy's outage map is on the Google Maps platform. New homes and business developments may not yet be in the Google database.


  • Customers Without Power is the number of homes and businesses impacted by an identified outage. Customers Served refers to the population of customers we provide service to in each county or municipality. You can determine how widespread the outage is by comparing the total customers served and total number out of service. 

  • This is the date and time when we first learned of the outage. An outage may affect multiple homes and businesses. Even though you may not have reported the outage, your neighbors may have.

  • The 'Cause' field provides the reason (if known) for an outage.
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