Power Outage Guide
KUB is proud to provide reliable electric service to its customers and works hard each day to maintain and improve that reliability. But power outages are not completely avoidable and are caused by a variety of things from squirrels to car accidents. If a customer is experiencing a power outage, their AMI meter would have notified KUB immediately. To confirm or report an outage, visit KUB's Outage Center or use KUB's mobile app.
The leading cause of power outages is vegetation. KUB prunes trees and other vegetation along approximately 1,000 miles of electric lines each year for improved reliability through its Vegetation Management Program. KUB's Century II infrastructure management program also works for reliability through regular replacement of aging infrastructure.
When an outage occurs, KUB responds to the areas affected with a defined restoration philosophy that focuses on restoring power to the largest amount of customers first. Additionally, KUB works to restore power to critical facilities such as hospitals and communication systems for emergency notifications. Customers can watch progress on any outage event by viewing the outage map where a color coded system of dots represents the number of customers impacted by outage event. The video below consists of screenshots from an actual storm and shows that outages impacting the most customers are restored first. Note that the larger dots are addressed first.
More details about how to prepare for and react to a power outages are outlined below.
Report an Outage
To confirm or report an outage, visit KUB's Outage Center or use KUB's mobile app.
Outages: Before, During, & After
Before an outage
KUB prepares for outages caused by storms with its Vegetation Management program and monitoring of weather to ensure extra crews are ready when needed.
Below are some ways you can prepare for an outage.
- Keep emergency supplies on hand such as batteries, flashlights, a battery-operated radio, nonperishable food items, bottled water, and a charged cell phone.
- Customers should purchase small coolers to keep on hand in case they need to repack food during a long outage. Customers should also know where to purchase dry ice or block ice. Keep frozen ice packs ready to help maintain appliances’ temperatures.
- Group foods together in the freezer, as this help the food stay colder, longer in the event of an outage.
- The Red Cross' Survival Kit guide suggests including a supply of necessary medications.
- Customers should keep KUB account information up-to-date, such as their phone number and e-mail address. A correct phone number will allow customers to use the automated system to report an outage and check its status. Customers can update contact information by logging into their account and choosing Manage Account.
- Have a plan for what to do in the rare event of a multi-day power outage. This may include getting a hotel room, or staying with friends or family.
- Have and know how to safely operate a portable generator. Be sure to follow the instructions in the owners manual, as well as these tips:
- Generators should be installed and inspected by licensed electricians. Improperly installed generators can be a safety hazard to utility workers as well as to homeowners.
- Never connect the generator to a home's main wiring circuit. Disconnect the home from the power system before hooking up a generator. If the house is not disconnected, electricity may flow backward into the power lines, endangering customers and the lineworkers working to restore power.
- Place the generator outside the home. Gasoline-powered generators can produce deadly carbon monoxide.
- Plug appliances directly into the generator. Use extension cords if necessary, but do not exceed the recommended wattage noted on the generator.
During an outage
Customers' Process:
Thanks to KUB's AMI meters, service outages are automatically reported to KUB. Confirm or report an outage using the KUB mobile app, checking KUB's Outage Center, or by calling 1-800-250-8068 or 865-524-2911. If a customer sees a downed power line, do not approach it. Note the location, and call KUB.
Below are some things to keep in mind for power outage situations.
Supplies: Use a prepared supply kit. Locate a flashlight if it's dark.
Electric Appliances: Turn off all appliances that were on at the time of the outage, especially heat pumps, air conditioners, and electric heating. This will prevent an overload on the system when the power comes back on. Leave a light on to know when service is back. Remember to turn the systems back on when the power is restored.
Refrigerator/Freezer: The information below is intended as guidelines to follow during power outages. Please consult the appliance's owner’s manuals for more information on the maintenance and operation of a refrigerator or freezer. Learn more about food safety.
- Place an appliance thermometer in the refrigerator and freezer. This will make it easier to determine if they have reached critical temperatures during a power outage (40°F for a refrigerator and 0°F for a freezer).
- Avoid opening refrigerators and freezers unnecessarily. If a customer must open them, plan ahead to grab what they need as quickly as possible. Keeping the doors closed will help keep the food colder, longer. A refrigerator can keep its temperature for 4 hours, and a full freezer for 48 hours (24 hours for half full), if the doors are closed.
- If the power will be out for more than 4 hours, customers can repack their food into smaller coolers with plenty of ice. Frozen food in a smaller, tightly packed space will stay colder, longer.
More information on food safety guidelines during a power outage.
KUB's Process:
During a storm, KUB is closely monitoring outages and preparing storm response crews as necessary.
After a storm has passed and conditions are safe, KUB crews begin to work to restore power to customers. During a typical outage, KUB uses the following sequence to determine the order of restoration:
- Critical system loads that include communications systems, water/wastewater pump stations, hospitals, and other services vital to public welfare.
- Transmission lines (the backbone of the electric system) serving larger numbers of customers.
- Substation equipment that can impact large numbers as well.
- Distribution lines serving subdivisions, large housing areas, and commercial areas.
- Service lines and transformers that serve small numbers of customers.
- Service lines and transformers serving individual customers.
Damage Assessment: Customers may see a Damage Assessor (DA) before they see a crew. DAs patrol the system ahead of repair crews. They determine what materials and resources will be needed to make each repair. That helps crews restore power more quickly, because the material can be ready for them when they arrive. DA's trucks will be clearly marked, and they will often use flashing and/or hazard lights and spotlights. The trucks may proceed slowly and stop frequently to inspect damage and collect important information about downed utility lines, poles, transformers, and related equipment. Please proceed with caution when driving near Damage Assessor trucks. Customers may also see these trucks come to their area and leave because the the DA's have assessed the damage and relayed what will be necessary to repair the system back to KUB System Operations, which will then dispatch the appropriate crews and equipment.
After an outage
Once power is restored, customers can turn back on any appliances that they turned off during the outage. If they placed frozen food in a cooler, remember to move it back to the freezer.
When service damage occurs, it's important to understand who is responsible for the repair. Here is more information on who is responsible for tree work when the electric service line is damaged. Additionaly, here is information if a customer's electric service line or equipment is damaged at the connection to their home.
After an outage event, KUB conducts debrief sessions with staff members to collect ideas for improvement. A list of action items and initiatives are created as part of KUB's Corrective and Preventative Action Program.