Search for your questions using the categories to the right. Don’t see it? No problem. Ask it using the “Have a Question?” button to the right. An Oncor representative will e-mail you, letting you know that Oncor experts are working on finding your answer. It’s just one more way Oncor is working to become a trusted adviser to the people we serve.

You can also visit http://www.oncor.com/community/outages/ to view Oncor’s outage map.

1. How do I report my power outage?

   Report your power outage by calling Oncor directly at 1.888.313.4747. In order to ease the reporting process, have your ESI ID number handy. The last 7-digits of this ESI ID number located on your electric bill will assist Oncor in matching the outage with your address.

   -Pam W., Oncor Call Center Expert

2. Why do I have problems with my electricity when it rains?

   It’s possible trees may be coming into contact with power lines serving your neighborhood. Trees interfering with power lines are among the top three reasons for power outages year after year, along with storms, and wildlife. Oncor prunes trees year-round to try to reduce or prevent outages.

   Also, trees often complicate and delay storm restoration. When the wind blows, trees and power lines may become entangled and fall to the ground. Tree pruning crews must be called to cut away limbs and branches first to provide access so that electric crews can then safely reset poles and re-hang electric wire.

   -David R., Oncor Distribution Expert

3. Why does it take so long to get my lights turned back on after a storm?

   Our No.1 goal is to get everyone’s power back on as quickly and safely as possible. Oncor follows a systematic process for assessing damage and assigning crews. If damage is extensive, Oncor regularly brings additional personnel or materials from other areas to speed the restoration process. Sometimes storm damage is so severe that repairs can take several days. After Oncor analyzes the scope of the storm damage, an estimate about the length of the storm restoration is made public. Everyone should have a contingency plan to cope with extended power outages. This plan may involve re-locating to a friend or family member’s house or to a public location, like a library. It’s nearly impossible to predict exactly when power will be restored at a particular home or business.

   -David R., Oncor Distribution Expert

4. Does Oncor automatically know when my power is out?

   Not at this time. Eventually, through the new advanced meters and other smart grid projects, Oncor will know when there’s a problem before an outage occurs. For now, continue to report your power outage by calling Oncor directly at 1.888.313.4747. You can help ensure the outage is reported for the right location by having the last 7 digits of your ESI ID available. This ESI ID is a unique identification number for your address and is printed on your electric bill.

   In the near future, advanced meters will immediately let Oncor know when outages have occurred and also when power has been restored. Ultimately, advanced meters and associated systems will further improve Oncor’s reliability and safety by allowing potential problems on its distribution system to be pinpointed and fixed before customers even realize there were problems and before outages occur.

   -Jon P., Oncor Advanced Meter Expert

5. After a storm, why does my neighbor across the street have power, but I do not?

   Your neighbors may have electric service when you don’t because their home is on a different set of lines or circuit. If you can envision the electric grid as an immense version of your house, you may be able to understand what’s happening. When a circuit breaker trips in your home, power may be on in the bathroom but not in the kitchen. That’s because your house has more than one circuit. One circuit is off while the others are on. Circuits in neighborhoods work much the same way. As Oncor works through the restoration process, some areas may have less damage than others. Once major lines serving a neighborhood are repaired, power may be on at some houses and off at others because of additional damage to lines and equipment serving those homes. Until the power is turned back on, Oncor won’t know exactly where additional repairs are needed. This is why it is important to report your outage to 1.888.313.4747.

   -David R., Oncor Distribution Expert

6. How does Oncor decide who to restore power to first after a major outage?

   Oncor, like most utilities, has a proven plan for restoring power. Oncor follows a straightforward system. First, power is restored to critical emergency services such as hospitals, police and fire stations, and sewer and water processing plants. Next, crews work to ensure power lines affecting the largest number of homes and businesses are repaired. Finally, Oncor workers make repairs in neighborhoods, restoring service line by line. This system has been tested over many years and proven to be effective.

   -David R., Oncor Distribution Expert

7. I have health problems that make electricity a necessity for me. How do I get my power turned on quickly?

   The Public Utility Commission recently adopted revisions to the rules related to critical care customers that became effective January 1, 2011. The new rule created two categories of customers. The first category is designated as chronic condition customers. These are defined as residential premises where there is a person permanently residing in the home who has been diagnosed by a physician as having a serious medical condition that requires an electric-powered medical device or electric heating or cooling to prevent the impairment of a major life medical condition. The second category is defined as critical care which is a residential premise where there is a person permanently residing in the home that has been diagnosed by a physician as being dependent upon an electric-powered medical device to sustain life.

   It is important to note that customers on the critical care list are provided with special assistance; however, it does not mean that they will never lose power or be disconnected for non-payment. Everyone should have a contingency plan to cope with extended power outages. This plan may involve having a backup generator or re-locating to a friend or family member’s house or to a public location, like a library. It’s nearly impossible to predict exactly when power will be restored at a particular home or business.

   For more information on the residential critical care program, go to the following link:

   Critical Care Process

   -Marty S., Oncor Retail Electric Providers Expert

8. I called the outage number for Oncor to report that some of the lights worked in my house but some did not. It was some time before the problem was fixed. Why doesn't Oncor respond quicker?

   Oncor, like most utilities, has a proven plan for restoring power following major storms. Oncor follows a straightforward system which has been tested over many years and proven to be effective. First, power is restored to critical emergency services such as hospitals, police and fire stations, and sewer and water processing plants. Next, crews work to ensure power lines affecting the largest number of homes and businesses are repaired. Finally, Oncor workers make repairs in neighborhoods, restoring service line by line. Customers with partial power may be the last to be fully restored. The magnitude and severity of the storm or outage situation determines how long it takes to fully restore electric service. Every customer is important to Oncor and we strive to fully restore service as fast as safely possible.

   We appreciate your patience and understanding.

   -Marty S., Oncor Customer Relations Expert

9. Can the automated voice response system on the outage number be improved? Where can we get information about the expected duration of an outage, and how do we talk to a live person?

   We are initiating a review of the automated system very soon to determine what changes can be made to improve caller experience.

   When you call our outage number, typically we are able to provide the estimated time of restoration; however, there are some events where this information is not available. The outage reporting number, 1.888.313.4747, is the only way currently to report your outage and the best place to get information about your outage. When we have a large number of extended outages, we also use social media websites to give general updates and tips on the restoration process. You can access those updates by following us at Twitter.com/Oncor or joining our page at Facebook.com/Oncor.

   We do staff a number of live agents per day to handle calls for Oncor both during business hours and during major events like restoration after storms. When call volume peaks, the automated system picks up calls until live agents are available.

   Again, we are reviewing our call center systems and will make whatever changes possible in the near future to better serve our customers.

   –Pam W., Oncor Call Center Expert

10. I have a partial outage with some lights and appliances working and others not. How do I report this?

    To report partial power, call Oncor's outage reporting line at 1.888.313.4747. In the options menu that follows, press “1” for English, and then “1” again to report lights out at a home or business. This is the option to report a full power outage or partial power. Continue to follow the instructions through the automated system to report your partial power outage. Oncor will use this information to investigate your partial power outage.

    Additionally if you experience partial power again, check your breakers to ensure they are in the “on” position prior to reporting an issue. This might solve your problem.

    Thank you for using Ask Oncor to answer your question. Remember, Ask Oncor is for general Oncor or electricity-themed questions and should not be used to report power outages. To report power outages, call 1.888.313.4747.

    -Pam W., Oncor Call Center Expert

11. What is a trouble code 15? The automated system mentioned it when I called about my outage.

    Oncor uses codes through our automated system to quickly and easily identify specific situations that need our attention. Trouble Code 15 is Oncor’s code for power out and a wire down between an electric pole and a house. If you ever see a downed power line, immediately leave the area. The line and anything touching the line could be energized and potentially deadly to touch. Report downed power lines to 911. Oncor works closely with local police and fire departments in these situations.

    -Pam W., Oncor Call Center Expert

12. I've reported my outage several times. Why do I keep getting the same confirmation number?

    Outage confirmation numbers are the last four digits of your Electric Service Identifier or ESI ID number, which you can find on your electric bill. Every home or business with a meter in the ERCOT (Electric Reliability Council of Texas) area has a unique ESI ID number. When you receive this number after calling our outage hotline, it does provide confirmation that an outage ticket was generated for your location.

    -Pam W., Oncor Call Center Expert