Frequently Asked Questions

Does Oncor know which customers are without power?

We depend on consumers to report power outages. Please call the number on your electric bill to report your power is out. Oncor may not necessarily know that customers are without service.

How does Oncor decide whose power is restored first?

Oncor is committed to providing reliable service to all households and businesses it serves. Oncor focuses first on restoring power to the largest number of customers and essential public services, such as police and fire stations. Our next priority is large neighborhoods. Finally, we target individual homes and businesses that have lost electric service.

Why can't Oncor say how long it will take to get my lights back on?

There are many variables beyond Oncor's control in restoring electric service, such as weather conditions, access to damaged areas, visibility, safety, regulatory and environmental issues, and availability of resources. Even though it may not be possible to accurately predict restoration times, Oncor is firmly committed to restoring service in the most timely and efficient manner possible.

Why are my lights outs when my neighbors' lights are on?

First, check your circuit breakers or fuses to see if there is an electrical problem. If everything is in working order, your neighbor's home may be served by a different circuit, transformer or fuse. Please call the number on your electric bill to report a power outage. View an

What if a power line is down?

Downed power lines should be considered dangerous. Keep everyone away from downed power lines, and call 911 to report the problem immediately.

Why are only portions of my house without electricity?

Check your circuit breakers if this situation occurs. Your problem could be a tripped circuit breaker or a blown fuse.

What if the service to my house is damaged?

You should call a licensed electrician to make repairs.

How do I know which lines are electric versus telephone or cable?

Because of the potential hazard of downed electrical lines, always assume that downed lines are dangerous, and report them immediately to the fire or police department in your community.

Whose responsibility is it for removing tree limbs in my yard after a storm?

It is generally the property owner's responsibility to see that storm debris is properly disposed. During and after storms, Oncor will oversee efforts to have its lines cleared of tree limbs and other debris in order to have power restored as quickly as possible.

What if someone in my home has a special medical need or is on life-support equipment?

If the situation is an emergency, call 911. Customers who have special medical needs should have a back-up plan in the event of a prolonged outage. It is often difficult to predict the duration of an outage for many reasons, so customers should plan accordingly.

Why must my trees be trimmed, and can just a little trimming be done?

Tree branches that come into contact with power lines can cause outages creating great inconvenience to the general public. Keeping tree limbs trimmed back from the power line will help to minimize power outages and property damage. Oncor has an ongoing tree pruning program to ensure reliable electric service. The company endorses and applies arborist guidelines in its tree-trimming program to minimize damage to trees.

Why does my power go off momentarily requiring clocks to be reset?

There are times, unfortunately, when electric service is momentarily interrupted. These "blinks", or split second interruptions, are normal for a power delivery system, and help prevent larger, more extended outages.

Why can't I talk to a person and not a machine?

While it may seem frustrating to not be able to talk to a "live" person, Oncor's automated phone system is designed to provide faster and more efficient handling of calls. Manual handling of calls only slows the restoration process.