Power Outage
Frequently Asked Questions
- How does NES manage increased calls during an emergency?
- Does NES know when I've lost power?
- If my power goes out, what should I check?
- Who do I call if electrical wires have been pulled away from my house?
- What are NES' priorities for restoring service?
- Do elected officials, employees or other important individuals get special attention?
- Is power automatically shut off during a tornado?
- What if I have special medical needs?
- How can I tell if a downed power line is still carrying electricity?
- Are there safety concerns in using a portable generator?
- Who do I call if a tree falls near a power line?
- Why did an NES crew pass my house without stopping?
- How long does food last after the power goes out?
- How do I report a street light problem?
Q. How does NES manage increased calls during an outage?
A. NES uses an automated reporting line. When you dial 615-234-0000, your call is routed through a computer. It will ask you to enter your phone number on the account. The system then generates a work order and sends crews to restore power. Our automated line allows us to process more calls and, in turn, get electricity back on quicker for all our customers. If you are unable to enter the appropriate information, stay on the line. You will be prompted to leave a voice message. Your outage will be entered into the system by NES personnel.
Q. Does NES know when I’ve lost power?
A. Right after a storm, NES can pinpoint transmission lines, substations and major distribution circuits that have been damaged. However, if your outage is an isolated situation report it right away. Call 615-234-0000. Learn More: View current outages across the NES service area.
Q. If my power goes out, what should I check?
A. Check your circuit breakers or fuses to see if it’s an isolated problem. Next, examine your meter. If the meter box or any wires look damaged, call a certified electrician. They may need to make repairs before NES can reconnect power. If you don’t find any problems, call our outage reporting line at 615-234-0000.
Q. Who do I call if electrical wires have been pulled away from my house?
A. NES is responsible for delivering power to your meter and service entrance or masthead. You are responsible for repairs from the meter into your home. If service has been pulled away from your house, a qualified electrician must make the repairs. Before power can be turned back on, Metro or State Codes must inspect the work and issue a release.
Q. What are NES’ priorities for restoring service?
A. Our crews work around the clock until everyone has power again. NES follows a three-step process recognized as an industry standard best. Hospitals, police departments, fire stations and other public health and safety facilities are priority one.
- Step 1 – Repairs are made at substations and on main distribution lines that leave the substations.
- Step 2 – Crews fix damage to tap lines that branch off into groups of homes or neighborhoods.
- Step 3 – Power is restored to pockets of customers and then to individual homes.
Q. Do elected officials, employees or other important individuals get special attention?
A. No. NES does not give preferential treatment. Work is not assigned according to when customers report their outage, where they live or the status of their account.
Q. Is power automatically shut off during a tornado?
A. NES will not turn off power unless instructed by the Tennessee Valley Authority (TVA). For the safety of our crews, we will not attempt to restore service until conditions improve.
Q. What if I have special medical needs?
A. If you or a family member rely on an electrical life-sustaining medical device in your home, call us to make sure we are aware of it. That way we'll know there is someone in your household whose life may be in danger if power is not promptly restored. In some cases, severe storms can damage our electrical system so badly that it takes days to fix. If you depend on electricity, it's important to have an emergency back-up plan in place. For more information on critical referral, call 615-736-6900.
Q. How can I tell if a downed power line is still carrying electricity?
A. Any line could be live, so never go near downed power lines. Electrocution is a real danger when storms strike. Tell your children about the potential hazards and to stay away from all wires and cables. Learn More: Electrical Safety Tips
Q. Are there safety concerns in using a portable generator?
A. Never operate a generator inside your home. Keep it outside for proper ventilation. Plug appliances directly into the generator, and only use extension cords when necessary. The number of appliances a generator can safely power depends on its rated wattage. Check the manufacturer’s recommendations for proper use and load. Only a licensed electrician should attempt to hook up a generator to the main electric panel of your home or business. If it’s connected improperly power can "back feed" into utility lines.
Q. Who do I call if a tree falls near a power line?
A. If a tree falls within 10 feet of a power line resulting in an outage, leave the work to us. If the line is sparking, report the emergency by calling 615-234-0000.
Q. Why would an NES crew pass my house without stopping?
A. The crew could be looking for the cause of the outage or working at a nearby location before electric service can be restored to your home.
Q. How long does food last after the power goes out?
A. According to the USDA, food stored in a fully-stocked freezer will stay cold for two days. A half-full freezer will keep items frozen one day. An unopened refrigerator will keep food cold four hours after power is lost. Check the temperature inside your fridge once electricity is restored to determine if the food is safe to eat. It should be at or below 40 degrees with the freezer at or below zero degrees.
Q. How do I report a street light problem?
A. Fill out our quick online reporting form.