Storm Central - Duke Energy - Nantahala Area
Duke Energy
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Frequently Asked Questions

Q. Why do I have to call Duke Energy to report my outage? Don’t you know when my power is out?

A. Duke Energy's outage reporting systems are designed to diagnose the location of outages based on initial customer reports, so all customers who experience power outages are encouraged to call Duke Energy. During severe weather events it becomes increasingly important for customers to call since there may be multiple causes of an outage at several points in the system affecting an individual customer.

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Q. How do you decide whose service to restore first?

A. Duke Energy focuses on restoring power in a sequence that restores electric service to public health and safety facilities and to the greatest number of customers as quickly and safely as possible. The typical sequence, many of which occur simultaneously, is as follows:

  • Public safety related situations (e.g., de-energize downed power lines);
  • Transmission lines supplying power to large numbers of customers and to large geographic areas.
  • Substation equipment serving a critical linking and switching function on our system.
  • Main distribution lines
  • Emergency service facilities and critical infrastructure (e.g., hospitals, fire depts., law enforcement, water treatment facilities);
  • Distribution lines, which connect individual locations (e.g., neighborhood lines);
  • Distribution transformers and service lines to individual homes and businesses.

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Q. Who’s responsible for repairs when the meter is damaged?

A. Duke Energy installs and maintains your service line, attachment hardware, weatherhead, riser and electric meter. The homeowner is responsible for the meter box. If the riser extends through the roof or eave, installation and maintenance is also the responsibility of the customer. These are generally installed and maintained by a licensed electrician.

Customers living in mobile homes are responsible for the service pole and for the service line that leads from your service pole to the meter. The customer is also responsible for their meter box, as explained above.

Learn more about about meter damage and responsibilities.

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Q. Why does my neighbor have power and I don’t?

A. Sometimes, you may notice your neighbor’s lights come back on while you are still without power. There may be several explanations - not all circuits are restored at the same time, and different parts of your neighborhood may be served by different circuits. Another might be that a restored customer’s service comes directly from a primary line, which is restored first, while a customer without service may be served off a secondary line. If your neighbors have power and you don’t, please call your local Duke Energy office to report your outage. There may be a problem with your individual service line or your meter.

Learn more about about meter damage and responsibilities.

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Q. Do customers on medical/life support equipment receive priority service?

A. The Medical Alert Program enables Duke Energy to take additional precautions for customer accounts where disconnecting their power means disconnection of medical equipment that could threaten the well-being of an occupant. It is not, however, a guarantee that the power supply will not be interrupted.

It is advised that customers using medical or life-support equipment take special precautions to prepare for the possibility of a power outage by making alternative arrangements, such as battery or backup generator or arrangements to move to another location.

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Q. Can you tell me when my power will be restored?

A. Typically, Duke Energy can provide estimated times of restoration in hours. Severe weather events can cause widespread outage situations and estimated times of restoration are provided in general terms, such as days instead of hours. It’s difficult to predict specific restoration times until we complete damage assessment and other tasks needed to make repairs. We appreciate your understanding and cooperation as we work to restore your service as quickly and safely as possible.

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Q. How does Duke Energy handle increased calls during a major outage?

A. The quickest way for customers to report a power outage is by calling your local Duke Energy - Nantahala Area office. During storm events, all Customer Services employees take an "all hands on deck" approach to answering customer calls. In addition, other Duke Energy employees volunteer to assist in answering customer inquiries.

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Q. Will Duke Energy refund me for the period of time I am without power?

A. Duke Energy customers are only charged for electricity they use. That usage is measured by a meter located on your home, apartment, or business. The meter is read monthly to determine how much electricity is used and the customer is billed accordingly. During a power outage there is no electricity available for customers to use so their meters do not record usage.

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Q. Will Duke Energy reimburse me for food spoilage or damage during an outage?

A. Unfortunately, Duke Energy cannot take responsibility for food spoilage and other occurrences that are the result of an act of nature, such as tornadoes, ice storms, hurricanes, and lightning strikes. As with all natural disasters, losses caused by a storm (e.g. food spoilage) are typically handled through an individual’s insurance company.