Outage FAQ

Outage FAQ

What does Holmes-Wayne do to manage a major storm?

Holmes-Wayne continually monitors national and local weather reports so we are prepared for impending storms. This allows HWEC to work on staffing for restoration efforts even before the storm hits. During major storm efforts, our customer service representatives operate in "storm mode," utilizing extra telephone lines, bringing in additional representatives to better serve our customers. Our system allows you to speak with a "live" representative to provide updates regarding the storm restoration effort. 

Why can't a customer service representative tell me when my power will be restored?

Outage FAQ
Video: Steps to Restoring Power

It is impossible to accurately predict restorations of specific circuits serving particular residences because of the many challenges that restoration workers face. 

What is my best resource of information on the restoration effort?

Holmes-Wayne works hard to update our members and community on the overall progress of restoration efforts. We issue informational releases on our Facebook page and on our website regarding restoration progress several times a day during major power outages. These are the best ways for you to remain informed of storm restoration progress. 

How does Holmes-Wayne decide which customers to restore first?

Holmes-Wayne works to restore power using the most efficient and safe manner possible. Our goal is to restore power to as many people as possible as quickly as possible, while isolating individual outages for later restoration. Once substations are restored, large three phase lines are next, then large single phase lines and individual lines after that. 

How does Holmes-Wayne handle tree damage?

Holmes-Wayne contractor tree crews conduct tree trimming throughout the year to keep power lines free of limbs and debris. Following a storm, Holmes-Wayne tree crews do not remove fallen limbs or branches from your property. For tree removal, you will need to call a landscape or tree contractor. Do not attempt to remove tree limbs or debris withing 10 feet of a power line. Stay away from downed power lines or sparking equipment. If you notce downed lines or sparking equipment, please call us toll-free at 866-674-1055 as soon as possible.

Why would Holmes-Wayne trucks pass by my house without repairing anything?

This can happen because work needs to be done at a nearby location before service can be restored to your residence or business. It also is essential that line crews patrol all lines before restoring power to prevent additional damage by not repairing all issues.

Why can my home be the only house on the road without power?

There could be several reason including fuses or circuit breakers in your home that may have tripped and halted power. There could be tree limbs on the line serving your home or possibly damage to the transformer that serves your home.

Why would I lose electricity on only part of my house?

You could have tripped a circuit breaker, blown a fuse or have a broken connector or wire at one of the service leads in your house. Sometimes damage to these leads leaves only the 120-volt outlets (or some of them) working. In this case, larger appliances that need 240-volt service - such as water heaters, air conditioners and ovens - maybe inoperable until repairs are made. It is safe to use the outlets you have available while you check with an electrician. However, if some of your lights are extremely bright or extremely dim, you should avoid using outlets connected to these circuits to avoid potential damage to equipment. If there is a problem with a service lead to your home, Holmes-Wayne crews will repair the wires when they arrive to restore your individual service.

Why do I sometimes experience brief outages that call for resetting of appliances?

Usually, these outages occur when a protective device, called a recloser, detects interference on the line. If interference is detected, the line will de-energize briefly to determine if the problem is prolonged or only temporary. If the problem is temporary, the line will re-energize quickly. If the problem is prolonged, the line will de-energize. This protective equipment prevents permanent damage from occurring if the interference is prolonged such as tree remaining on the line and also prevents your power being out if the interference is temporary like a limb touching the line as it falls to the ground.

Click here to view the steps to restoring power