FAQ
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Using the Outage Map FAQ
- Use the browser's refresh button to open the outage map. If problems continue, please check our Browser Troubleshooting page for more information.
The outage information is updated approximately every 15 minutes. The time stamp for the most recent update is displayed in the left navigation.
- Yes. You may not see the repair crew because the cause of the outage may not be near your home.
- The Status field indicates where we are in the restoration process. Below are some terms you may see:
- Status Being Updated: Our operations center is in the process of assigning a crew to restore the power.
- Dispatched/Assigned: A repair crew has been assigned to restore service and will proceed to the location as soon as the crew is available.
- Enroute: The crew is on the way to make repairs.
- Onsite/Arrived: The crew has arrived at the location where repairs are needed.
- Repairs and Damage Assessment Underway: A crew is evaluating the cause of the outage and determining what equipment and materials are needed for repairs.
- A single outage can affect many homes and residences. We use a shaded polygon to illustrate the approximate area impacted. If your address is affected by the outage, it will appear in or near a blue-shaded region similar to the image below.
During a large-scale weather event, the outage map will only display the county view. If you see that your entire county is shaded (such as the image below), this is different than a polygon. The darker the shading, the more customers are affected.
- Click or tap the menu icon in the top left corner above the outage map to open the navigation panel.
- 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.
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.
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.
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 an additional 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 access the outage map from a mobile device by visiting outagemaps.duke-energy.com.
- 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 large weather event, the outage map may be updated less frequently, and it will only be displayed in County view. When in County view, entire counties will be shaded. And the darker the shading, the more customers are affected.
- 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.
For customer security, the Outage Maps Tool does not display outage views to the specific street address.
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.
- 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 "Assessing Damage" in the latest estimated restoration time area.
- The 'Cause' field provides the reason (if known) for an outage.