phone call

My PES service is out and I want to report it but nobody is picking up. Why?

A circuit is a phone line. A message of all-circuits-busy or a fast busy tone means that there are more people calling at the same time you are than there are available lines in the area. This can happen when there is a power outage. PES makes several tools available to report a service outage and assure customers that PES linemen crews are on the way to restore service

The first is the SmartHub® app which can be downloaded on iOS and Android devices. When you register your account as a new user by entering your account number and current balance, you put a wealth of information at your fingertips. You can monitor how much electricity you are using daily, pay your bill 24 hours a day, seven days a week and you can easily report an outage at your house without getting a busy signal. Simply click on the red lightning bolt icon in the upper left corner, select “Report Electric Outage,” select your account, add a note in the Comments field and then select Submit.

When you bookmark the PES Outage viewer (also available in the SmartHub® app), you can see where an outage is occurring. By clicking on Menu, you will see how many customers are affected and how many have already called in to report the outage. When you click on the Details link, it will list all the streets affected. For example, if 810 customers are without power, 434 have called in and you see your street listed in the details, you can rest assured we are aware you are without power. It is not necessary to report unless you experienced or have seen an unusual occurrence. For example, you saw or heard a transformer blow, see lines down or a tree on the lines.

Once an outage has been identified, dispatch calls in a crew to begin the restoration process. Some causes are easy to identify: wildlife or vegetation. Others are not and may require PES linemen carefully inspecting the whole line to troubleshoot the root cause of the outage.

As soon as a PES crew has left to restore power, a yellow hard hat will be placed on the map. PES linemen will diligently work, regardless of the conditions outside, to get your power restored as soon as they can with safety being the first priority.

If you need assistance with getting your SmartHub® account set-up, please feel free to ask Jenna, Chelsea, Ashley, Jinnifer or Connie to help you Monday through Friday between 8AM and 5PM.