Outage FAQs
Power outages can happen for a variety of reasons—such as storms, equipment failure, vehicle accidents, or issues with the transmission system. We investigate every outage as quickly as possible to determine the cause and begin restoration.
Our crews are working as quickly and safely as possible to restore power. Once we have a clear estimate, we’ll share it on social media. In the meantime, we appreciate your patience and understanding. Please note that during certain situations information can be limited and delayed as updates are reliant on details from lineman and their first priority is working safely with no distractions to restore power as quickly as possible.
In the early stages of an outage, crews are still assessing the situation. Until they determine the cause and extent of the damage, we can’t provide a reliable estimate. We’ll share one as soon as we have accurate information.
We understand how frustrating repeated outages can be. Some are caused by factors outside of our control, like weather or incidents on the larger grid. That said, we actively maintain and upgrade our infrastructure to reduce the frequency and duration of outages as much as possible.
It is also important to note the seasons – Fall/Winter time lineman are responding mostly to weather related events. Spring/Summer is time for maintenance and system upgrades while weather is better but these activities can in turn cause “out of the ordinary” outages as we work to improve system reliability. Spring/Summer is also a popular time for curious critters to cause outages.
You can check our live outage map and follow us on social media. We post updates as soon as they’re available to keep you informed.
In most cases, outages are unplanned and happen without warning. However, if we schedule maintenance that requires a planned outage, we notify affected customers in advance by phone, text, or email.
Stay safe by avoiding downed lines and turning off sensitive electronics. Keep refrigerator and freezer doors closed to preserve food. If you rely on electricity for medical devices, have a backup plan in place.
Because most outages are caused by events beyond our control, we typically do not offer reimbursement. We encourage members to explore backup solutions where possible and to maintain business continuity plans.
With our automated meters, in most cases we are alerted immediately through our outage management system. You can also report an outage through our automated phone system (877) 853-1388. If you see downed lines or anything dangerous, please call us immediately or dial 911.
Equipment failure refers to a malfunction in any part of the electrical system—such as transformers, switches, cables, or other components. Over time, even well-maintained equipment can fail due to age, weather exposure, or unexpected stress. When this happens, our crews work quickly to locate the failure, make repairs, and restore power as safely and efficiently as possible.
Yes—PenLight offers text reporting for outages. If you're registered for our text alert service, simply text "OUT" to our outage number. (Make sure your phone number is registered to your account first) Please note that while you can report by text, outage updates and restoration information are provided on our social media channels, not via text. We recommend following us there for the most current information. @penlightco – Facebook and X