City Hall Blog (archived)

How to deal with a power outage


Over 14,000 Concord households experienced a power outage last night after a snake made contact with high voltage equipment in one of Duke Energy’s delivery substations feeding the City of Concord Electric System. While most of these customers had power restored within 90 minutes, some customers had an outage lasting about four hours due to related damage on the City's system requiring repair.
Depending on location, residents and businesses in Concord are served by either the City’s municipal electric system or Duke Energy. Duke Energy generates the electricity serving both systems. The City of Concord is pleased to provide its customers with reliable electric service and quick responses to outages that inevitably happen from time to time.
Sudden power outages can be frustrating and troublesome. However, the best way to handle a power outage is to be prepared. The American Red Cross has helpful tips to guide you through preparing for, responding to, and recovering from sudden power outages.
Once the power goes out, most people are curious about what happened and how long it will be before the power is back on. When the City’s Electric System experiences power outages, customers should call 704-920-5555. During outages, an interactive voice response system (IVR) is in place to help customers avoid waiting to report a problem. The system can process eight times the calls that a live operator could handle. The system works with an outage call manager (OCM) to provide customers with fast, efficient outage call management and processing, including current restoration efforts, and estimated time of restoration. Once service problems have resolved, the system will call back each customer who reported a service problem, confirming that their service is working correctly again. As you can see, calling 704-920-5555 during power outages is very important to helping the City know you have an outage and providing you the information you need.
The City also has an online outage viewer available at to help customers understand the extent of outages and how long restoration will take. This map is only active when there are large-scale outages caused by damage to the City's system. In the case of last night's outage, with the damage on the Duke Energy side of the sytem, there was not information to report about the City's infrastructure.
Duke Energy customers should visit or call 1-800-POWERON (1-800-769-3766) to report power outages.
If extended City system outages or other emergency situations arise, the City’s Blackboard Connect system is in place to help keep the public up-to-date via voice, text, and email messages. However, only residents and businesses with a published landline phone number are already in the system. Residents and businesses may add additional contact information through the Blackboard Connect Portal. Click here to update your information now, and click here for more information about Blackboard Connect.
We are working to explore more options to keep customers and citizens informed about power outages and other urgent situations in the future.