Power Outage

Frequently Asked Questions

Q. How do I report my power outage?

A. Call our automated line at 615-234-0000 to report your power outage.  You will need your NES account number, meter number or the phone number associated with your account in order for the system to recognize your outage.  Also, there is an option to speak your address if the numbers do not work.

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.  You will be asked to enter your NES account number, meter number or the phone number associated with your account.  The system generates a work order and sends a crew to restore power.  Our automated line allows us to process more calls and get electricity back on quicker for all customers.

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 by calling 615-234-0000.  View current outages in 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 base or masthead looks damaged, you will need to call a licensed electrician to make repairs before NES can reconnect power.  Our Storm Damage Illustration will help you correctly identify the electrical equipment that serves your home or business.  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.  You are responsible for repairs to the meter base and masthead.  See our Storm Damage Illustration for details.  If service has been pulled away from your house, a qualified electrician must make the repairs.  Metro or State Codes must inspect the work and issue a release before power can be turned back on.

Q. How does NES decide who gets power first?

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.  Follow Lineman Joe as he gives an easy step-by-step tour of the typical outage repairs that are made from substations, to neighborhoods, to your home.

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.  Call 911 to report an emergency or hazardous condition.  Electrocution is a real danger when storms strike.  Tell your children about the potential hazards and to stay away from all wires and cables.  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, call 234-0000.  However, NES does not remove tree debris caused by a storm or emergency situation.  Our crews must work quickly to restore power to all customers.  Crews may need to cut broken and uprooted trees to make repairs to our lines, but it is the responsibility of the property owner to remove the tree debris.

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.