FAQs: Electrical Outages & Power Restoration

• If my power is out, does the City of Covington automatically know?

​Not necessarily. During large storms, the power grid is monitored real time. However, if you don't have power, please contact us at 770-385-2000.

COMING SOON-NOT ACTIVE YET: There are two methods to report an outage: Call ********** or report the outage online by selecting "Report an Outage" at the top right corner of the outage map.

• Should I call 911 to report a power outage?

​Do not call 911 for a power outage. Only call 911 in the event you see power lines down. Stay away from any downed power lines as they can still be energized (hot).

• There aren't any crews working on my street or in our area...why?

​Damage that causes power outages can happen anywhere along the power line system, not just at your specific location. FOR YOUR SAFETY, PLEASE DO NOT TRY TO FIND WHERE THE PROBLEM IS ORIGINATING.  Our crews will investigate and locate the issue if it is orginating from our system. However, if you do not see crews, the problem could be at a substation that sends power to your specific neighborhood that is miles from your home. If that substation is damaged during a storm and causes power outages, you may never see a crew on your neighborhood street.

• I received a message that the City is aware that my power is out, but my power is working. Is the system messed up?

​When there is an outage in your area, the system can make a prediction that more than one meter/home is out and may send out that message based on its prediction. If your power is on, please disregard the message.

• If I received a "Power is Restored" message, does that mean my power is definitely back on?

Not always. During a large outage event, there may be situations where a customer receives a notification that their power is restored when in fact it is not. Usually, it's because a large area was restored, but a small pocket of customers are still without power due to additional damage that remains somewhere along the electric circuit or line. 

These calls help us determine remaining outages on the line. If you receive a call, it means we're actively working in your area. Please respond if you're still without power. This will help us restore your power as quickly and safely as possible.

• I don't have power, but my neighbor's power is on...did the City of Covington forget me?

​Our teams did not forget you! Storm damage can affect many different power lines and/or equipment that provides electricity to your home. It's possible that your neighbor's power is supplied by a different main line or that the line serving your home is damaged. It is also possible that your home needs repairs to your meter base or internal electrical repairs before you can receive service. If your power is still out and your neighbor's is not, please call again to report your outage.

• Do storms affect underground lines?

​Even if your area has underground power lines, you may still face power outages during storms. The electricity that reaches your neighborhood travels through above ground main distribution and transmission lines first. When there are outages, fixing underground lines can take longer than overhead lines. Additionally, flooding from severe storms can sometimes prevent crews from accessing underground lines.

• If I make multiple calls to report my outage, will my power be restored faster?

​No. After major storms, restoration involves a series of activities that may occur at the same time. We prioritize addressing public safety issues and restoring service to critical and essential facilities such as hospitals, police stations, and water treatment plants. Our focus is also on addressing main power lines that supply electricity to large numbers of customers before attending to neighborhoods and individual outages. Since we repair the main power lines first, we cannot prioritize individual outages.

• If I report a downed power line, do crews come immediately?

After major storms, there may be hundreds of reports of "lines down" and they are all priorities. Our process is to check the lines to ensure they are in a safe condition (no power flowing through them) and then repair them during the normal restoration process. 

• Does power restoration prioritize homes with medical conditions?

Our teams strive to provide safe, reliable service, but during severe weather, we cannot guarantee uninterrupted electricity or priority treatment. Customers should always plan for their health and safety by preparing alternative arrangements in case of a prolonged outage.

• If my food spoils during a power outage, do I file a claim with the City of Covington?

​No. The City of Covington cannot cover losses from spoiled food or other storm-related damages due to extreme weather. Such incidents are beyond our control. Instead, if applicable, check with your own insurer or FEMA for potential claims.

• Am I charged for power when my power is out?

​No.  When the power is out, you are not charged, because you aren't using any electricity and your meter is not running.