How We Restore

How We Restore

Service restoration depends on the magnitude and duration of the storm or other event causing the service interruptions. UI’s general sequence of service restoration is:

First Priority

Public safety requires the de-energizing or cutting down of downed primary voltage distribution lines, including road clearing.

Restoration of service to previously designated public emergency service institutions such as major hospitals, evacuation centers, as prioritized by municipal officials.

Second Priority

Service restoration to a maximum number of customers in a minimum amount of time using available work forces. This usually involves the removal of trees and limbs, the bypassing of some damaged equipment and the re-energizing of primary voltage distribution lines.

Third Priority

The repair and restoration of equipment and lines serving small groups of customers.

Fourth Priority

Although the restoration of service lines to individual homes or buildings is designated as Priority 4, they will in most cases be done at the same time as other restoration work designated with a higher priority. This is accomplished by using crews not normally associated with distribution restoration work.


We work every day to deliver the safe, reliable power you depend on. When severe weather strikes, we respond to restore power safely and as quickly as possible.

Daily Outage Credit

If you experience a power outage of 120 consecutive hours or more, you will automatically receive a Daily Outage Credit of $25 for every 24 hour period your remain without power after the initial 120 hours. 

Spoilage Compensation Credit

If you experience a power outage for 96 consecutive hours, you may be eligible for a Spoilage Compensation Credit of $250 to help replace spoiled food or medicine. Please complete our claim form to apply for this credit.

Who is Responsible for Repairing Damaged Equipment

In some cases, storms may damage electrical equipment on a customer’s property that’s not part of UI’s electrical system. It is the customer’s responsibility to repair this damage before we can restore service. The pamphlet linked below may be able to help you determine who is responsible for repairing damaged equipment.


Plesase read the Frequently Asked Questions below for additional information.


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If you have traditional “land-line” telephone service, it should work during a loss of electric service — provided that telephone service has not also been interrupted, and that the telephone itself does not need to be plugged into a power outlet. If severe weather is in the forecast, you should make sure your mobile phone is fully charged in case you lose regular telephone service. Consider purchasing a car charger accessory for your mobile phone, so you can charge it during an extended outage.

Call us at 800.722.5584 (800-7-CALL-UI) and report the outage, even if you already reported it when you lost electrical service. It’s possible that our restoration crews simply haven’t yet gotten to the problem that caused your outage; however, it may also be the case that there’s damage to the electrical equipment serving your home or business that we’re not yet aware of.

Stay away and call us at 800.722.5584 (800-7-CALL-UI). Never touch downed lines or damaged electrical equipment, or anything else that may be touching them. Stay at least 20 feet away. If you see anything that might present an immediate danger to the public, such as fire or sparks, dial 911.

Learn how to manually override your automatic garage door opener by reading the manufacturer’s instruction manual. You should read the instructions and review them when severe weather is in the forecast.

As a rule, UI is responsible for repairing damage to its electric system, including the service line leading to your property, and your electric meter. The customer is responsible for any damage starting at the service connection, where the service line attaches to your property. The property owner must fix any damage on the customer side of the service connection before UI crews can safely restore service. For more information, read “ What’s Ours, What’s Yours.

Read the manufacturer’s instructions thoroughly. Do not connect a generator directly to your home’s wiring – this may cause electricity to “back feed” into UI’s electrical system, posing a danger to neighbors and utility workers. Instead, have a licensed electrician connect the generator to your home’s wiring via a transfer switch. Be sure the generator is properly grounded, and do not run generators indoors or near open windows that might draw in exhaust from the generators – exhaust contains deadly and odorless carbon monoxide gas. Consider purchasing carbon-monoxide detectors for your home to protect your family from this invisible threat.

Report it to UI by calling 800.722.5584 (800-7-CALL-UI). Our automated action system can automatically record your outage 24 hours a day, 7 days a week.

UI prioritizes its outage restoration efforts by following a protocol that puts public safety first, addresses municipal priorities and  seeks to restore customers as efficiently as possible. For more about this process, visit How We Restore .

Customers who rely on life-saving medical equipment should work with their caretakers to create back-up plans for what to do in case of a sudden or extended power outage. Some customers may opt to move to other locations if the forecast calls for severe weather such as a hurricane; others may wish to consider acquiring a generator to ensure continuity of electric service. If you are a medical or life-support customer, you also should register with UI by calling 800.722.5584 (800-7-CALL-UI) to ensure that we are aware of your needs as we proceed with restoration efforts.

To report a power outage, please call UI at 800 7 CALL UI (800.722.5584). Our automated outage reporting system is available 24 hours and will record and report your outage. We will restore your power as quickly as we can.

Power Outage Preparation

Preparation is the key riding out any type of storm that affects electrical service. Learn about how to prepare for a possible power outage, what to do in the event of an power outage, and UI's restoration priorities.



Most likely the service to your home is intact. However, you may have tripped a circuit in your home’s electrical system. Check your circuit breaker to see if there are any switches that have been tripped and reset them. If that fails, you may need to call an electrician.

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