To report a power outage, contact your electric utility directly through its mobile app, website or outage map, automated phone line, or by text message. Your utility is the only organization that can log the outage, dispatch crews, and give you a restoration estimate, so report it even if you think they already know. Use 911 only for emergencies such as a downed power line, a fire, or injuries.
⚠️ Stay away from downed power lines
Assume any downed line is live and dangerous, even if it is not sparking, smoking, or humming. Stay at least 35 feet away, keep other people, children, and pets back, and call 911 and your utility immediately. Do not touch the line or anything it is touching, such as a fence, vehicle, puddle, or tree.
A reported outage moves faster than one the utility has to detect on its own. Reporting pins the problem to your service address, helps crews see how many customers are affected, and starts the clock on a restoration estimate. This guide walks through how utilities want you to report, what details to have ready, how to handle a downed line, and how to track restoration. If you want the bigger picture first, see why the power goes out.
How to report an outage: app, website, phone, and text
Most U.S. utilities offer several ways to report, and any of them works. Pick whichever is fastest for you in the moment. The exact phone numbers, short codes, and app names differ by company, so confirm yours on a recent bill or your utility’s official website and save them before you need them.
- Mobile app. Many utilities let you report an outage in a few taps, see a live outage map, and view your estimated restoration time. Download your provider’s official app ahead of a storm and log in once so it knows your account.
- Website or outage map. You can usually report online and watch the same outage map crews and other customers see. Maps typically show affected areas, the number of customers out, and crew status.
- Automated phone line. Utilities run dedicated outage-reporting numbers, often staffed or automated 24/7. If the phone number on your account matches the one you are calling from, the system can usually recognize your address automatically. Duke Energy, for example, publishes lines like 1-800-POWERON (1-800-769-3766).
- Text message. Once you enroll, many utilities let you report by texting a keyword to a short code. Duke Energy customers, for instance, can text OUT to 57801 to report, and STATUS to check on it. You usually have to register your mobile number first, so set this up in advance.
If your neighborhood shares one provider, reporting still matters: some systems need a report tied to your specific meter to confirm the scope, and your report can flag a localized problem that a wide-area alert would miss.
What info to have ready
Reporting goes faster when you have your account details handy. Keep these where you can reach them without power or internet, such as on a printed card or saved offline in your phone:
| Have this ready | Why it helps |
|---|---|
| Account number, or the name and service address on the account | Lets the utility match the report to your meter quickly |
| Service address and nearest cross street | Helps crews locate the problem, especially in rural or new areas |
| A callback phone number | So the utility can reach you with updates or questions |
| What you are seeing | Whole street dark, just your home, flickering, a loud bang, or a downed line all point crews in different directions |
If someone in your home relies on electrically powered medical equipment, ask your utility about its medical-priority or life-support program and enroll ahead of time. That registration does not guarantee uninterrupted power, so keep an independent backup plan and confirm requirements with your equipment supplier and clinician. For step-by-step actions once the lights are off, see what to do during an outage.
Reporting a downed power line
A downed line is an emergency, not a routine outage report. Treat every fallen or sagging wire as live. According to the Electrical Safety Foundation International, the ground around a downed line can be energized up to 35 feet away, and farther when the ground is wet. You cannot tell whether a line is energized just by looking at it.
- Stay at least 35 feet back from the line and anything it is touching, and keep others away.
- Call 911 first to report the hazard and its location, then call your utility’s emergency or outage number.
- Never touch the line, or anything in contact with it, even with a dry stick, rope, or other object.
- If a line falls on your car, stay inside and wait for trained help. Only leave if the car catches fire. If you must exit, jump clear so you never touch the vehicle and the ground at the same time, land with both feet together, then shuffle away in small steps.
One number that does not apply here: 811. The national “Call Before You Dig” line marks buried utilities at least a couple of business days before a digging project. It is not an outage line or an emergency number. For a downed wire or any electrical hazard, the right call is 911 plus your utility.
Checking restoration status
After you report, most utilities give you a confirmation or ticket and let you track progress through the same app, outage map, or text system you used to report. Many publish an estimated restoration time (ETR) once crews have assessed the damage.
- Outage map. Shows the affected area, how many customers are out, and often whether a crew is assigned or en route.
- Estimated restoration time. An estimate, not a promise. It can move as crews learn more, and during major storms it may be broad or unavailable at first.
- Status updates. Texting a keyword like STATUS, or enabling push and email alerts, gets you changes without refreshing a page.
Restoration timing depends on the cause and how widespread the damage is. A blown fuse on one street is faster than a regional storm. For realistic expectations, see how long outages last.
Sign up for alerts ahead of time
The best time to set up reporting is before an outage, not during one. When the power is out, your phone may be your only tool and the internet may be down, so do the setup now:
- Enroll in your utility’s outage alerts by text, email, or app push notification.
- Confirm the phone number and email on your account are current, so the system recognizes you when you report.
- Download your provider’s official app and log in once.
- Save your utility’s outage phone number and text short code offline, plus 911 for emergencies.
Plan your backup power
Reporting gets crews moving, but you still need a plan for the hours in between. Knowing what your backup power can actually run takes the guesswork out of an outage. Use the Power-Station Sizing calculator to estimate the capacity you need for your essentials, then the Appliance Runtime calculator to see how long a given battery or station can keep them going. Treat the results as planning ranges, not guarantees, since real appliances vary.
Frequently asked questions
Should I report an outage if my neighbors already lost power too?
Yes. Report it even if the whole street is dark. Reports help the utility confirm how many customers are affected and can flag a problem tied to your specific meter that a wide-area alert would miss. It rarely hurts to report, and it can speed up the response.
What number do I call to report a power outage?
Use your own utility’s outage-reporting number, printed on your bill and listed on its official website. Many run automated lines 24/7. Reserve 911 for emergencies such as a downed power line, a fire, or injuries.
How far should I stay from a downed power line?
Stay at least 35 feet away from the line and anything it touches. The ground around a downed line can be energized, and farther when wet. Assume it is live even if it is not sparking, then call 911 and your utility.
Is 811 the number to report an outage?
No. 811 is the national “Call Before You Dig” line that marks buried utilities before a digging project. It is not for reporting outages or emergencies. For an outage, contact your utility. For a downed line or other hazard, call 911 and your utility.
How accurate are estimated restoration times?
Treat them as estimates, not guarantees. An ETR can change as crews assess the damage, and during major storms it may be broad or not available right away. Check your utility’s app or outage map for the latest update.
Sources
- Ready.gov: Power Outages
- Electrical Safety Foundation International: Downed Power Lines
- Texas Department of Insurance: Power line safety tips
- Duke Energy: Power Outage Information
- Duke Energy: Residential Power Outage Alerts
- PG&E: How do I report a downed power line?
- Call 811: Know what’s below, Call before you dig