Our goal is to provide you with the most reliable electric service in the area, but sometimes circumstances beyond our control result in loss of power to your location. We have personnel on call 24/7 to address any power outages that may occur.
There are things you can do to prepare for potential power outages and to remain safe during times when the power is out.
Please review our frequently asked questions to better understand how power outages are addressed.
If you are experiencing an outage
Stay clear of downed power lines
Treat any downed lines as if they are energized.
Stay clear of electrical equipment
when there is standing water such as a flooded basement.
If you are using a generator
Be sure it is properly installed so it does not back feed on our system. If it back feeds, lines that are thought to be de-energized could pose the threat of bodily harm or death to anyone who comes in contact with the line.
Turn off electric ovens, ranges or space heaters
that may have been in use when the outage occurred.
Unplug sensitive home electronics
that could suffer damage when power is restored.
Avoid using candles
as the risk of fire is greater should the candle be knocked over accidentally. As a creative alternative, use outdoor solar lights inside. These can be placed in vases throughout your home to provide additional lighting.
Keep your fridge and freezer doors closed.
The food in your refrigerator and freezer will stay cooler longer if you keep the doors closed. Check your appliance manual for specific times, but as a general rule, a closed refrigerator can keep food safe for several hours. If the door remains closed and the freezer is full, frozen foods can last several days. Visit the American Red Cross Food Safety web page for more information.
How do you decide who gets their power back first?
Our first priority is to make repairs to our substations, transmission lines and the main distribution lines. Our focus will be to make repairs that result in the most people having power restored. After that, we will work on smaller individual areas and customers.
Why does my neighbor have power and I don't?
If everyone around you has power, the problem may be specific to your house. Check your main breaker inside as well as the meter outside for any disconnect lever that may have been flipped off. If these are not the problem, then power to your house could be fed from a different power line than your neighbor or you could be on a different circuit.
What should I do if I have special needs?
First, make sure you have documentation on file with us so that we are aware of your needs. However, in the event of a severe outage it could take hours or days to restore your power. Should you feel in danger, please go to the hospital as they will have generators and be able to assist you.
Who is responsible for removing a tree that has fallen and taken out the service line to my house?
We maintain a very aggressive tree trimming project for limbs/trees that are in the primary high voltage lines. However, we do not trim trees that are in the secondary lines (the lines that go from the pole to your house). It is up to the homeowner to trim these trees and to remove them in the event of storm damage. This is also true of any tree that falls as a result of Mother Nature. HEC will only remove debris when cut for routine maintenance.
Who is responsible for the lost food and/or damaged appliances?
You will need to file a claim with your insurance company.
Do you know I have lost power even if I don't call to report it?
No, please call us as soon as possible after your lights go out. Never assume someone else has called. You may be the only one affected or your neighbors may be making the same assumption.