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Common questions

How can I report an outage?

To report your electric outage, please visit the Report an Outage page. You can report an outage one of four ways via the Report an Outage page:

Login to My Account using your username and password

Enter the 18-digit account number associated with the account

Enter the 10-digit phone number associated with the account. Please note the phone number must match the one we have on file for this process to work.

Provide address information to locate the account.

Visit the Report an Outage page to get started.

What happens if a storm damages my electric equipment?

During an outage, it's important to know what equipment is CenterPoint Energy's responsibility to repair and what equipment repair lies in the hands of the home or business owner. Transfer of responsibility happens at the point whereby the service line, the line that runs from the pole to the premise, attaches to the home. View a diagram of electric equipment.

This device is called the weatherhead (see photo below)—it's simply a conduit that attaches to your home and allows the line to run down the side of your home and feed into the meter box. If this device and/or the meter box has been damaged or ripped from your home, it is your responsibility to contact an electrician to repair. This is not something you want to try and fix yourself.

If the meter box is pulled away from the house and you have power, you should call an electrician to reattach the meter box. Keep in mind: an electrical inspection may be required. If you find yourself without power, go outside and inspect the weatherhead. Keep in mind to stay away from downed power lines.

If it's damaged, call CenterPoint Energy to report your outage and then call an electrician to get the weatherhead repaired and/or the meter box reattached. The electrician can start the repairs without the help of CenterPointEnergy. Then, once CenterPoint Energy crews arrive on scene to restore service, they can restore power to your home quickly given the weatherhead issue has already been resolved.

What is the restoration process?

CenterPoint Energy prioritizes the restoration process by restoring power to the greatest number of customers as safely, quickly and efficiently as possible. If the damage is severe and widespread, emphasis is placed on vital public health and safety facilities, such as hospitals, law enforcement, fire departments, water treatment facilities and pumping stations given these facilities are essential to protect the health and safety of the public.

When threatened with severe weather, CenterPoint Energy prepares well in advance to be able to react quickly. From monitoring the weather to identifying crews as well as bringing in extra call-takers or even accessing additional assistance from contractors or from neighboring utility crews, CenterPoint Energy takes the necessary steps to efficiently prepare for and respond to system damage.

Our typical restoration process follows this sequence:

Transmission lines supply electricity to large numbers of customers and to large geographic areas. These lines deliver electricity from the power plants to the substations.

Substation equipment adjusts the transmission line voltage to lower levels that are appropriate for main distribution lines.

Main distribution lines, also known as primary lines, deliver electricity to large subdivisions and commercial areas.

Local distribution lines, installed either overhead or underground, deliver electricity to smaller neighborhoods and businesses.

Distribution transformers and service lines deliver electricity to your individual home or business either overhead or underground.