Storm Recovery & Extended Outage
We understand how difficult extended power outages are for our members and communities. Following this catastrophic weather event, our crews and mutual aid partners are working around the clock to safely restore service. This FAQ addresses the most common questions we are receiving.
Restoration & Outage Updates
Yes. We have requested and received mutual aid from other utilities to help accelerate restoration.
Currently our crews are working dawn till dusk. They are not working all night due to safety concerns from falling trees.
We apologize for the inconvenience. Sometimes our system shows an area as restored when we are working in your area, or power has been returned to members on that line, even if a few homes are still out. Your service may be affected by localized damage, such as a transformer, service line, or individual connection that still needs repair. Please report your outage again so we can ensure your location is added back to our work list.
I’m sorry, not at this time.
Restoration follows a structured process. Even though homes may be close together, they are often served by different power lines, transformers, or sections of equipment. During a storm, some of those sections may be repaired sooner than others. Your neighbor’s power may be coming from a different line that was fixed first, while the equipment serving your home still needs repairs. We are continuing to work on restoring power to all members, but at this moment it would be a guess. It is important to make sure and declare an outage at your location so we can keep track of who does not have power.
Restoration times vary by location depending on the severity of damage. Right now, our focus is on our 3-phase lines. They are the backbone of our system and have to be up for us to move into residential areas. We have (60) additional crews of mutual aid and private contractors helping us. At this point, an estimated restoration time would be a guess, but please follow our social media updates and we will share more when we can. We will provide regular updates as work progresses on our social media channels.
Damage & Member Responsibilities
We are working in all areas of our service territory. Just because you have not seen our trucks, we are likely in the area of the substation serving your home. Our focus right now is our 3-phase lines, which are the backbone of our system. Once those are repaired, we will be able to focus on residential areas.
More information can be found on the Residential Construction page.
- The cooperative maintains equipment up to the meter.
- Members are responsible for the equipment on their side of the meter.
Yes. Once power is restored to your area, please call an electrician and they can assist you get reconnect and power restored.
Trees, Debris & Safety
Our crews clear debris only as needed to safely restore power. Members are responsible for general yard cleanup.
First, please assume the line is energized and stay back from it. We will relay your address and this information to our dispatch team, so they are aware.
- *For emergencies* - Call 911
- *For non-emergencies* - Please give us a call and we will make a report to address this.
- *For broken pole reports* - Please give us a call and we will make a report to address this.
No. Never attempt to remove trees or debris from power lines. All lines should be treated as energized.
Billing & Financial Assistance
Please come to our office to discuss payment options if you are having a hardship. We are able to set up payment plans, if needed.
We wanted to give members the most accurate bill possible. We held billing cycles until we could get verified readings — whether digital or in-person from each meter.
The specific meter readings for the dates posted on your bill are used to calculate the bill. If that information is not available electronically, we send an employee to the site to read the meter.
The usage graph was designed as an added member-benefit feature to help members see when they may be using larger amounts of electricity throughout the month. During the recent outage, the graph was unable to pull real-time data, so it displayed an average estimated usage instead. This tool is meant to help members better understand their energy usage patterns, but it is not used for billing purposes.
No, but many insurance companies will. Please check with your insurance company.
We are not cutting power off at this time due to non-payments.
Yes. Bills reflect actual usage. Extended outages typically result in lower usage. And, your meter is not running if your power is out, so you are not being charged for electricity use.
Generator Safety
Community shelters are available to assist.
Yes, but generators must be operated safely and according to manufacturer instructions.
Communication & Updates
Please visit the Work From Home page. This is a form for you to enter your name, account number, and email. It will automatically send you an email when they submit that you can use it for documentation.
We provide updates via:
- Social Media – North East Power’s Facebook, X, Instagram
- Website
- Outage map on our website
- Text alerts
- Local media
Medical & Critical Needs
No. Restoration is based on system design and safety. We encourage medically dependent members to prepare for extended outages. This type of list does not exist.
Members who depend on medical devices should have a backup power plan. OPD and the Lafayette County Sheriff’s Office are giving rides to warming stations with power and water in the community.
If Your Power Is Still Out After Restoration
Turn off power at the breaker and contact us immediately.
Check your breakers first. If they are on and power is still out, please report the issue.
NE SPARC Internet & Fiber Services
Once service is restored, try rebooting your modem/router.
Fiber equipment may require additional repairs. Internet restoration is happening now with NE SPARC. They are monitoring their system and will send fiber techs to make repairs to those subscribers without service.