Storm & Outage Center
Questions Answered. Severe Weather Updates. Support Provided.

If you experience a power outage, please report it to PES Energize so our team can track the issue and respond as quickly as possible.

Before reporting an outage, we recommend checking the Outage Map on our website to see if the outage has already been reported in your area.

You can report an outage using the forms below:

Report an Electric Outage
[JotForm Link – to be added]

Report an Internet/Fiber Outage
[JotForm Link – to be added]

If you are unable to submit a form, you may also contact PES Energize by phone or through the email form on our website.

If you see a downed power line, stay away and call PES Energize immediately. Always assume downed lines are energized.

• When you become aware of an outage, first check the Outage Map on our website to see if the issue has already been reported.

• If your outage is not listed, please report it to PES Energize.

• If you are unable to reach PES by phone, you may also contact us through the email form on our website or visit our office during normal business hours.

• If you see a power line on the ground, call PES Energize immediately and stay clear of the area. Always assume downed lines are energized.

Q: Are crews working around the clock?
A: PES will have staff available 24 hours for emergencies. Most restoration work will be done during daylight hours when it is safer and more efficient. During major outages, PES Energize may request and receive mutual aid from other utilities and contractors to help restore service as quickly and safely as possible.

Q: I received a text saying my power is restored, but it’s not. Why?
A: We understand how frustrating that can be. In some cases, our system shows an area as restored when the main line has been repaired, even though a few homes may still be without power due to localized damage. Issues such as a damaged transformer, service line, or individual connection may still need attention. If your power is still out, please report the outage again so we can ensure your location is included in our work orders.

Q: Can you tell me if my power is on if I’m not at home?
A: At this time, we are unable to confirm service status for individual locations remotely. Power status is best verified at the property once access is available.

Q: Why does my neighbor have power but I don’t?
A: Restoration follows a structured process. Homes located close together may be served by different lines, transformers, or sections of equipment. Some parts of the system can be repaired sooner than others, which may result in nearby homes having power while yours is still out. If you are without service, please report your outage so we can accurately track and address all affected locations.

Q: When will my power be restored? Can you provide a timeframe?
A: Restoration times vary by location based on the extent of damage. Crews first focus on repairing major three-phase lines — the backbone of our system — before moving into neighborhoods and individual service lines. While we work to restore service as quickly and safely as possible, specific restoration times may not be immediately available. Please follow PES Energize through our website, outage map, and social media channels for regular updates as work progresses.

Q: Why don’t I see crews working in my area?
A: Even if you do not see trucks in your immediate neighborhood, crews may be working at substations or on major lines that serve your area. Restoration begins with repairing three-phase lines — the backbone of our system — before moving into residential neighborhoods and individual service lines.

Q: What wiring standards or codes should be followed?
A: Information regarding approved wiring standards and electrical requirements can be found on our Residential Construction page. All electrical work must comply with Tennessee State State Electrical Codes.

Q: Who is responsible for repairs?
A: PES Energize maintains and repairs electrical equipment up to and including the meter. Customers are responsible for equipment attached to their home or building, including wiring, panels, weather heads, and other service components.

Repair Responsibility Diagram 01 | Repair Responsibility Diagram 02

Q: Am I responsible for repairing a weather head that has been pulled off my house?
A: Yes, The weather head and service equipment attached to your home are the customer’s responsibility. Customer does not have to wait until power is restored to their area to repair the weather head; however, PES Energize must first disconnect the service from our lines and remove the meter. After power has been restored to your area, please contact a licensed electrician to complete the necessary repairs.

Q: Will PES Energize remove storm debris?
A: PES Energize crews remove debris only as necessary to safely access equipment and restore power. General yard cleanup and debris removal on private property are the responsibility of the customer.

Q: What should I do if I see a downed power line? Can PES remove lines hanging across my driveway or home?
A: Always assume a downed or low-hanging power line is energized and dangerous. Stay away and keep others clear of the area.

• For emergencies or immediate danger: Call 911.
• For non-emergency situations or to report a line down on your property: Contact PES Energize so we can document the issue and dispatch crews as needed.
• To report a broken pole: Please call PES Energize directly so we can respond appropriately.

Q: Should I remove tree limbs from power lines?
A: No. Never attempt to remove trees, limbs, or debris from power lines. Always treat any line as energized and dangerous. Contact PES Energize so trained crews can handle the situation safely.

Q: Will PES Energize reimburse for food lost during an outage?
A: No, PES Energize does not reimburse for food loss. However, some homeowner or renter insurance policies may provide coverage. We recommend contacting your insurance provider to review your policy.

Q: Will late fees be waived?
A: During significant events, service disconnections for non-payment may be temporarily suspended. If that occurs, PES Energize will communicate it publicly. Customers remain responsible for their account balance unless otherwise announced.

Q: Will I still receive a bill during an outage? Will there be a discount?
A: You will still receive a bill because bills reflect your normal billing cycle. No discount will be applied during an outage. Electric bills reflect actual usage.  If your power is out, your meter is not recording usage, so you are not being charged during that time. For this reason, outages typically result in lower overall usage rather than a separate discount.

Q: Will I receive a discount on my broadband service during an outage?
A: Broadband service is billed at a flat monthly rate and is not based on usage. Because of this, no discounts or billing adjustments are applied during outages.

Q: Can I use a generator during an outage?
A: Yes. Generators may be used during power outages, but they must be operated safely and in accordance with the manufacturer’s instructions. Always run generators outdoors, away from doors, windows, and vents to prevent carbon monoxide exposure. Never connect a generator directly to your home’s wiring without a properly installed transfer switch.

Generator Safety Tips

Q: Where can I charge my devices during an outage?
A: During extended outages, community shelters or designated public facilities may be available to assist, including providing charging access. Please monitor local announcements for locations and availability.

Q: I need documentation for my employer regarding an outage. What should I do?
A: Please contact PES Energize and request outage documentation from a Customer Service Representative. We will assist you with the information available for your account.

Q: Where can I get updates during an outage?
A: PES Energize provides updates through the following channels:

• PES Energize social media pages (Facebook, Instagram)
• Our official website
• The outage map on our website
• Text alerts
• Local media outlets

We encourage customers to monitor these sources for the most current information during outages or severe weather events.

Q: Does medical priority guarantee faster restoration?
A: No. Power restoration follows a structured process based on system design, safety, and the overall repair plan. PES Energize does not maintain a Medical Hardship Verification Form. We strongly encourage customers who rely on electricity for medical needs to prepare for the possibility of extended outages.

For situations involving medical hardship related to disconnection of service, PES Energize does have a Medical Hardship Verification Process outlined in Policy 4.2.20. Please refer to that policy for additional information. We do not maintain a list of medically dependent customers for restoration prioritization. Such designations are maintained only for disconnection purposes.

Q: What if I depend on medical equipment?
A: Customers who rely on medical devices should have a backup power plan in place. During extended outages, local emergency services may provide assistance or transportation to designated warming stations with power and water available. Please monitor local announcements for specific information and availability.

Q: What if everyone around me has power but I don’t?
A: First, check your breaker panel to ensure no breakers have tripped, check to see if you have an external disconnect box (if any). If your breakers are on and your power is still out, please report the outage so we can investigate any localized issues affecting your service.

Q: What should I do if I notice flickering lights or a burning smell?
A: If you experience flickering lights, unusual odors, or a burning smell, turn off power at your breaker panel immediately and contact PES Energize right away. These may indicate a safety concern that requires prompt attention.

Q: Do I need to reset my equipment?
A: If your electric service has been restored but you are still experiencing internet issues, try unplugging your router, waiting about 30 seconds, then plugging it back in. Allow a few minutes for it to fully reconnect.  

Q: Why do I have power but no internet?
A: Electric and fiber services operate on separate systems and may be restored at different times. In some cases, fiber equipment may require additional repairs. During outage events, PES Energize monitors its network and dispatches fiber technicians as needed to restore service to subscribers who remain without internet access.