Helpful Outage Reporting

There are 3 ways to report an outage to Northern Lights: Text, SmartHub and NLI’s outage line, (866) 665-4837. A dispatcher monitors our outage management system 24/7 and will get a notification if an outage is reported.

If the outage is widespread, the system helps dispatchers determine the extent of the outage and predict the approximate location of the outage. This helps direct the crews to where they need to go.

For smaller or single-meter outages, our dispatchers may follow up your outage report with a phone call to get more information. Sometimes members will report an outage if they experience a power blink or other service issue. Our team must determine if sending a line crew out is warranted.

When members call or report outages via SmartHub, they have the option to provide NLI additional information. Information that is helpful to our dispatchers and crew includes:

• Whether the power is out, partially out, or blinked but is still on.
• What you’ve seen or heard, such as a damaged pole, wire on the ground, loud bang or pop or a tree on the power line and its location.
• If you are unable to receive a phone call back or if there is an alternative number to call for follow-up.
• Whether the meter was checked and if the display is blank.

Also, if you believe power is out at your house or cabin because your security camera or internet is offline, please have a neighbor in the area verify the power is out before calling NLI. Members could incur a service charge if they unnecessarily call a crew out for a camera or internet outage that is not a power outage.

During widespread outages, it is preferred to report your outage by text, SmartHub or our automated line. We typically experience a high volume of calls with members asking about restoration time. During the initial few hours of an outage, it is difficult to know the extent of damage until our crews can patrol all areas. Our dispatchers are also trying to call crews and coordinate with others at the same time. If you have pertinent information, such as a broken pole or wire down, please let us know that information.

With our large service territory, any additional information we can gather for our crews is important. Our members are often our 1st eyes on an issue and the best to get information from quickly. If in doubt about something you see or experience with your service, please call in and let us know of any issues.

Please remember to stay back from downed power lines and report them immediately to NLI’s outage line. Our dispatchers will be standing by 24/7 to help respond to outages.

Northern Lights Engineering & Operations Manager Kristin Mettke is an electrical engineer and has worked in the electric utility industry most of her career.