Saturday, June 3, 2017

Storm Restoration FAQ

Q: Why do we fix more affluent, suburban areas first over low-income areas?
A: MLGW does not discriminate based on location, age, area, or the amount of trees in an area when it comes to power restoration.

Q: When will my power be restored/when will you be working in my area?
A: We focus on the outages that restore the greatest number of customers first and then move to smaller outages.

Q: Why don’t I see any MLGW workers?
A: The source of the outage may not be in your neighborhood or on your street.

Q: Why is one half of the street lit and other homes are not?
A: Homes or businesses on one side of the street may get their power from a different feed that is not damaged.

Q: Will customers who have been without power have a credit on their bill?
A: If you didn’t use it, we don’t bill you for it.

Q:  Why did the power come on and now is off again?
A: That could be a sign that there is additional damage to be repaired along the distribution line.  

Q: Frayser and Whitehaven always feels left out, why are they always last to get restored?
A: Our restoration process is designed to start in areas with heavy damage and where we can restore the most customers at once.

Q:  Are zip codes considered before restoration begins? Some feel it’s based on zip codes.
A:  No, our grid is not based on zip code boundaries.

Q:  Are apartment complexes given priority over individual homes when restoring power?
A: No, they do not receive greater priority.

Q:  Is posting outages on social media the proper reporting procedure?
A: Reporting an outage on social media does not work because social media accounts are not tied into our customer information system. Please report your outages by calling the MLGW Outage Hotline at 544-6549 or 1-800-268-8648.

Q:  Why are SNAP recipients provided replacement food when others have lost food?
A: This is decision made by the Department of Human Services. If you have lost food and receive these benefits please visit them at one of two locations:

North Branch Office
3230 Jackson Avenue
Memphis, TN 38122

Welles Branch Office
3360 South Third Street
Memphis, TN 38109

Q:  Why are all power lines NOT buried?
A: About 40 percent of lines are underground, especially in newer subdivision. The cost to bury power lines is substantial.

Q: MLGW is delaying restoration to get more FEMA money.
A: False. For every outage event we've ever had, the rate of restoration gets slower towards the end as we work on more difficult issues. We have added more resources. The resources MLGW has committed to this event exceed those from Hurricane Elvis.

Q. Are outage numbers accurate?
A. Yes.

Q: Why does the automated system say power has been restored and it's not?
A:  If the power is still out, then the customer should call and report the outage. The automated system will show restored if an outage is restored.

Q: The outage map says that a crew is working on my outage, the app says that they are looking for a crew to dispatch. Which one is the most accurate and why is it that the information that you are offering to the public does not match up?
A: The outage map lists all of the outages. It would be difficult to follow unless one knows the event, or outage, number. The app, under My Outage, shows information specifically for the address.

Q: Where do we go for food, shelter during an outage?
A. The Memphis Public Library's LINC/2-1-1 department has created a list of emergency help. Call 2-1-1 for assistance referrals (LINC/2-1-1 is now open Monday – Thursday, 9 a.m. to 9 p.m., Friday and Saturday 9 a.m. to 6 p.m., and Sunday 1 to 5 p.m.) or go to

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