Frequently Asked Questions

Does Duke Energy reimburse for food loss or other loss caused by a storm?

Food loss or other storm-related loss is one of the many unfortunate occurrences in cases of extreme weather, such as a hurricane. Unfortunately, Duke Energy cannot assume responsibility for spoiled food or other losses caused by a storm, as extreme weather is beyond our control. But don’t despair. While there is no need to file a claim with our Duke Energy insurer, you should check with your individual insurer and/or FEMA regarding loss claims.

Does Duke know my power is out?

Not always. If you don’t have power, call us. The fastest way to report an outage is to use our automated voice response (VRU) system. Speaking to a customer service representative won't speed up your restoration.

Why did Duke Energy crews leave my neighborhood if I still don't have power?

There are several reasons this might happen. We often send crews to survey storm-damaged areas before we begin any repairs, which actually speeds restoration and helps us immediately address any dangerous situations. We may need to work elsewhere to fix the problem that's affecting you and your neighbors. Lastly, we may need to work on a problem that will restore power to a greater number of customers.

Why does my neighbor have power and I don't?

Storm damage can affect main power lines, individual circuits or both. It's possible that your individual circuit is damaged  or your home could be on a different main power line than your neighbors. Finally, it may be possible that your home needs internal electrical repairs before you can receive service.

How long will I be without power?

We work aggressively to restore power as quickly and safely as possible after a storm  including bringing in crews from other areas to assist.

How does Duke Energy decide whose power gets turned back on first?

After we repair Duke Energy power plants and the lines that carry electricity from them, we restore customers who provide essential services to the community, such as hospitals, police stations and fire departments. Then, we repair damage that will return power to the greatest number of customers in the least amount of time. Finally, we restore small groups and individual customers.

What are some other after-the-storm safety tips?

  • Assume all downed lines are energized and report them to us immediately by calling Duke Energy.
  • Stay away from flooded areas and debris. They can conceal downed power lines.
  • Resist the temptation to drive around looking at storm damage. You could hinder rescue efforts or restoration efforts and jeopardize your safety.
  • If you're using a generator, operate it outside your home and connect appliances directly to it. Do not wire your generator directly to your breaker fuse box, as it could backfeed on power lines – sending electricity out toward restoration crews and possibly inflicting injuries.
  • Never operate a charcoal grill or gas grill inside the house.
  • If you leave your home, turn off appliances that may have been on when the power went out, or turn off your main breaker.
  • If you have any doubt about your home electrical system or are unsure of how to proceed, call a licensed electrician.

View the latest news on Hurricane Irma.