FAQ

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Using the Outage Map FAQ

  • Use the refresh button to open the map in full-page view.

  • 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.
  • Use the Zoom In icon in the upper left corner of the map, and then drag right, left, up or down to navigate to the specific location you want to view. You can also type your address in the Go to an Address window on the bottom left of the page.

  • Hover over the outage icon for your area to view more details about the outage, including estimated time of restoration (if known).

  • During major outage events, the tool will present outages by county (highlighted in colors, based on severity of the outage). To view more detailed outage view, use the Zoom In icon in the upper left corner of the map to display additional detail.

  • For customer security, the Outage Maps Tool does not display outage views to the specific street address.

  • The outage information on the map is updated approximately every 15 minutes. The last update time is displayed under the tabs on the left side of the map.

  • The Estimated Restoration Time is the amount of time we estimate it will take to restore your power. 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.

  • Yes, this map is a service we provide for Duke Energy customers, and only reflects Duke Energy customer outages. For other utilities in your area, please contact them directly to check on any service issues.

  • Yes, you can view outage maps on smartphones like the iPhone or Android.

  • We currently support:

    • IE8 + (on Windows PCs)
    • Firefox 3.6 (on Windows PCs)
    • Safari 5 + (on Mac PCs)
    • Chrome (all desktop & mobile versions)
    • iOS 4.6 Mobile browser+ (some features not available on all versions)
    • Android 2.x+ Mobile browser (some features not available on all versions)
    • Blackberry 6.0+ ( some features not available on some/all versions)
  • Triangle icons indicate the location of a specific outage. Since outages can affect varying numbers of Duke Energy customers, the icons are color-coded according to the size of the outage. The color of the icon (shown in the map legend) indicates how many customers are affected. Each icon also has information on the outage-time first reported, estimated time of restoration, crew status and outage cause.

  • Because of the nature of restoration efforts during a tropical storm, ice storm or large weather event, outage maps may be updated less frequently, during specified times, as information is made available. Because there is potential for multiple outages in any given location, polygons (shading) over areas of the map will be used to highlight the larger number of outages. By switching to/choosing the "Locations" 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 symbol 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 hover over the cluster of triangles to zoom to a lower level of information concerning your outage.

  • Duke Energy outage maps are on the Bing Maps platform. While Bing strives to update its address database on a consistent basis, some new developments may take months to show up in the maps.

  • "Customers Affected" is the number of customer homes and businesses affected by a particular outage. In the summary table, "Customers Served" refers to the number of customer homes and businesses that are served in each county. You can determine how widespread the outage is by comparing the two numbers.

  • 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. To report an outage, select "REPORT OUTAGE" on the header of the outage map.

  • The 'Cause' field provides the reason (if known) for an outage.
  • Based on the information available during an outage event, the "Latest Estimated Restoration" is the latest time we believe all homes/businesses will have the power restored. When viewing the map, zoom in on outages to get specific information for each outage. If an Estimated Restoration Time is not yet available, you will see the words "Accessing Damage" in the latest estimated restoration time area.