ELECTRIC OUTAGE
Why do I lose power?
Outages can last a few seconds to a few days, depending on the situation and/or the specific cause of the outage.
The most common cause for electric service interruption is weather. High winds, lightening and rain can bring down trees and power lines, and damage poles and other electric equipment. And in the winter months, snow and ice storms can often cause similar types of outages on the electric system.
Even salt, used to make our roads safe during the winter, can come in contact with underground lines and cause an outage.
Other common causes of outages are: tree contact with aerial lines, vehicle accidents, animal intrusion, and equipment failures.
When the power goes out, how can I help?
When there is a loss of power, partial power, dimming, or flickering lights, you need to let us know. Please report service interruptions to our emergency line at 1-800-494-4000, or you can register your account online and report an outage on www.peco.com/service.
Why do I have to call in to report my power is out?
You can call or report an outage online. The more calls that we receive about an outage event, the better we can identify the impact of the outage and what happened.
For example, if 10 customers call within the same time period, our outage management system can analyze addresses in relationship to each other and to PECO’s electric facilities. It then can conclude the outage is likely due to an isolated problem on a portion of the neighborhood's line.
On the other hand, if 500 customers report an outage from the same general area, the analysis may indicate the outage is due to a problem on the entire circuit assisting our personnel in identifying the cause more quickly and getting crews to where repairs are needed.
Shouldn’t you know my power is out?
Sometimes we do, but not always. That’s why it is important for customers to contact PECO to report an outage at 1-800-494-4000 or via the web www.peco.com. This will help us analyze the problem and restore power more quickly.
Why are so many questions asked when I call to report my power is out?
The more information we receive, the quicker we can determine the outage cause, which will assist in restoration of power. Any information that can help us identify the cause or location of the problem is valuable in restoring your service.
What happens after an outage is reported?Each call generates an order. The orders are sent through our outage management system for analysis. After the events are analyzed, a troubleman, energy technician or crew is dispatched to assess the problem and make repairs. At times, the first responders cannot repair the problem and additional personnel may be needed or additional equipment.
What should be done if someone in the household relies on electric equipment for a medical condition?
In an emergency situation, please call 911. Also notify PECO at 1-800-841-4141. Always have a back-up plan and relocate if necessary.
Why is some power restored in some areas quicker then others?
It depends on the outage, the number of customers affected, and the cause. During storm response, PECO follows a specific process to restore service to all affected customers as quickly as possible. Review our restoration process for more information.
How is the decision made as to whose power to restore first?
Outages are prioritized based on time received and the customers affected. Review our full restoration process for more information.
Why does my neighbor have power, but I don't?
It may be your neighbors are served on a different electric distribution circuit (or supply line) or there may be trouble just on the section of the line feeding your immediate area.
The cause of the outage may be isolated to one piece of equipment or multiple pieces of equipment. Or the problem may be on the service line connected to your residence or business.
If all of your surrounding neighbors have power, and you are still without power, check the breaker box for a tripped circuit breaker or blown fuse. If the issue appears to be outside your residence or business, please report your outage using the emergency service number 1-800-841-4141.
The electric service is out, but the phone works…why?
Phone lines are normally placed lower on utility poles so they are protected from damage by higher, stronger electrical lines.
Phone lines, which tend to run at very low voltages, can continue to operate even if tree limbs have come in contact with them. In some cases, they may still work even when they are lying on the ground.
Remember cordless phones are powered by electricity. If you lose power, the cordless phone will not work. It is best to have at least one landline telephone or personal wireless phone to use in emergencies. If your cordless phone has a battery back up, check it occasionally to ensure it still has a charge.
Who's responsible for repairs when the meter is damaged?
Most customers understand wires outside the home are PECO’s responsibility and wiring inside the home is the customer’s responsibility. Customers are also responsible for any repairs needed to the meter board that physically connect service lines to a residence.
In making repairs, customers should hire a licensed electrician. Not promptly making necessary repairs may prolong your time without electric service. If you have questions, please contact customer service at 1-800-841-4141.
Who is responsible for what?
PECO: your (1) service line (drop) and connectors for connecting service entrance wires to service line (drop) and (6) electric meter.
Customer: Installation and maintenance of the (2) service line bracket or hook (attachment), (3) weather or service head, (4) service (pipe) riser and service entrance wire includes service wire in conduit to meter fitting and (5) meter fitting.
Why are you often unable to give out exact restoration times?
We understand customers need to know some estimate for when power will be restored when the service interruption lasts beyond an hour or two. Most are restored in two hours or less, on average.
Several things affect our ability to provide exact restoration times. One important factor, in particular after a large storm, is the completion of damage assessment. Until a full assessment of our service area is completed, it is difficult to provide accurate restoration times, especially when a large number of outages occur.
Some other factors include the weather conditions, accessibility to damaged areas, and coordination with other groups working on the storm restoration such as public works, and tree removal services, along with changing public safety conditions and health priorities.
We will do everything we can to provide the most accurate restoration time possible. Even so, it is possible that estimates may change during the course of restoration as field crews arrive and assess damage.
When a repair crew arrives, they may find additional or more complex problems that may increase time for the repairs, such as additional equipment or personnel needed. The crews will update the restoration time estimate, so we may reflect those changes when a customer calls to inquire about the status of an outage.
Why would crews leave the neighborhood without restoring service?
You may notice PECO personnel in your vicinity who may be surveying the area for damage assessments or securing a downed line for safety. Crews working near a home - even across the street - may be fixing a line that does not serve every home in the area, too.
At times there could be trouble at more than one location affecting your service. If you see the crews leaving the area without restoring power, another problem may need to be repaired to restore service or they may need special equipment to finish the repairs.
Why is it that when a crew responds to a report of a downed wire at a home or a particular neighborhood, they are just standing by and not working to get my lights back on?
Public safety is our number one priority. When a report of a downed wire is received, the closest available technician is dispatched to respond. In the event of storms where we may have a large number of outages, we may first send someone to:
- Relieve fire or police,
- Stand by to secure the public area until a qualified crew can arrive
- Identify the downed wire as cable TV, telephone, or some other telecommunications wire (if it is not electric) and ensure appropriate parties are notified.
Can’t PECO bury all electric lines underground and avoid power outages?
Burying power lines would be very costly to customers and is not necessarily the answer to all outages. While placing electric lines underground may result in fewer outages caused by storms, outages do occur on underground facilities. They tend to be hard to identify and much longer to fix.
Locating the cause of the outage is more difficult because it is not readily visible and requires the use of special equipment to locate the problem. Crews then need to excavate, which adds considerably to the repair time.
What is the best way to protect food and medicine?
Keep refrigerator and freezer doors closed as much as possible and resist the urge to frequently check on foods. Move meats, cheese, milk etc. into the freezer compartment since it will stay colder longer.
If the freezer is partially full, it can often keep meat frozen for up to 24 hours and up to 48 hours when full. Fill the freezer and refrigerator with water bottles to occupy more space. You also can wrap the refrigerator/freezer in a blanket to keep it insulated and preserve foods longer.
Dry ice, available at some retail stores, can be used to preserve frozen foods for longer than 24 hours but presents safety concerns. Dry ice is hazardous material and must be handled with care because it can cause severe burns. Dry ice should not be used in a smaller cooler with food or medicines that are needed and could become frozen.
PECO will not supply dry ice during weather-related events, so the company can focus its resources on power restoration activities.
What are some tips or information on portable generators?
First, don't connect your generator directly to your home's wiring. Connecting a portable
electric generator directly to your household wiring can be deadly to you and others. A
generator that is directly connected to your home's wiring can "back feed" onto the power lines connected to your home. Utility transformers can then "step-up" or increase this
back feed to thousands of volts - enough to injure or kill a utility lineman making outage repairs a long way from your house.
Second, never use a generator indoors or in an attached garage. Just like your automobile, a portable generator uses an internal combustion engine that emits deadly carbon monoxide. Be sure to place the generator where exhaust fumes will not enter the house. Only operate it outdoors in a well-ventilated, dry area, away from air intakes to the home, and protected from direct exposure to rain and snow, preferably under a canopy, open shed or carport.
Third, don't overload the generator. Do not operate more appliances and equipment than the output rating of the generator. Overloading your generator can seriously damage your
appliances and electronics.
Fourth, use the proper power cords. Plug individual appliances into the generator using heavy-duty, outdoor-rated cords with a wire gauge adequate for the appliance load. Overloaded cords can cause fires or equipment damage. Don't use extension cords with exposed wires or worn shielding.
Lastly, read and adhere to the manufacturer's instructions for safe operation. Don't cut corners when it comes to safety. Carefully read and observe all instructions in your portable electric generator's owner manual.
How should I prepare my sump pump for an electric outage?
Research battery backup sump pump systems available that rely on a rechargeable 12-volt marine battery, or the sump pump can be plugged into a portable generator following the safety precautions described above. There are also systems that use municipal household water pressure to operate and are designed to work during electric outages.
A plumber or a local retailer can help select and install the right equipment.
Will I receive a refund for the time I am without power?
While PECO is proud of its electric reliability performance, the company cannot guarantee electric service 100 percent of the time and does not send refunds for the time you are without power. You are only charged for energy used. If you feel you are entitled to compensation for damages, Customer Service can provide a claim form that can be submitted for review. Call Customer Service at 1-800-494-4000.
What should I do during heavy snowstorms?
For PECO’s natural gas customers, you should be aware that snow or ice accumulation on a gas meter can cause the regulator to become blocked and shut down, causing a loss of gas service. After heavy snowstorms, especially with wind drifts, brush by hand the snow off your outdoor gas meter. Do not use a shovel or anything that could damage the meter. If you have lost gas service, it may be due to snow covering the gas meter regulator. Brush the snow away and your service can be restored.
GAS FAQs:
I smell gas at my property. What should I do?
Call 1-800-841-4141 if you have a natural gas emergency.
Are you coming out tonight if I smell gas?
Yes, a PECO representative will respond to the location within the hour for a gas odor and 2 to 4 hours for gas pressure problems.
Should I call the fire department?
Only if you feel the situation is hazardous and its assistance is needed for evacuations.
Should I leave my house?
If there is a very strong indoor gas odor, you should leave the property and go to a safe distance, call the company and wait for the technician.
Should I open the windows?
No, leave everything the way it is. Do not make any changes.
How long will it take them to get to my home?
A technician will respond within the hour and someone must be at the property.
Do I have to pay for PECO to come out?
There is no charge for PECO to come out to check for a gas odor. However if the problem requires a contractor, then we will refer you to obtain a qualified plumber or contractor.
Can PECO come to my home to light the pilot on my appliances?
PECO does not perform these services. You must contact a plumber or contractor.
The electric ignition keeps clicking. Is it safe? What should be done?
If there is no gas odor, you should contact a contractor.
My gas meter is hissing after my gas appliance are turned on, what should I do?
There could be a problem with the regulator. PECO can have someone come out to check. Please contact 1-800-494-4000.
My pilot light is out and I don’t smell gas -- can it still be leaking?
Yes. Please contact PECO immediately if you think you have a gas leak. Contact a contractor to check your appliances.
None of my gas appliances are working. Will PECO repair my appliances?
There may be a gas pressure problem. PECO will come to your home within 2-4 hours to check your gas pressure. A contractor is needed for appliance repairs.