When the Power Goes Out

When the Power Goes Out

Before you call

Here are some tips to follow if you experience a power outage:

  • Check your fuse box or circuit breaker. This will determine if the problem is on Rock Energy lines or with your own electrical system. It might be as simple as a blown fuse or tripped circuit. You will be charged a fee if crews are dispatched and the problem turns out to be your responsibility.

  • Look at the area outside your house near the meter. (See enlarged area on graphic.) Rock Energy maintains the electrical lines leading to your house and the meter itself. But if the weatherhead (usually found on the roof with wires entering the home) or your meter socket (box) is damaged or pulled away from the building, contact an electrician. These items are considered part of the house and are the member’s responsibility.

  • Call Rock Energy at 866-752-4550 to report the outage. If the outage is widespread, the phone lines will be very busy. Give your name and the address that is without power. It’s also helpful to provide a cell phone number where you can be reached.

  • Provide as much information as you can about the outage. What time did the power go out? Did the lights flicker? Did you hear a pop? Do you see any power lines down? These details help crews detect the problem.

  • After you report the outage, give Rock Energy enough time to respond and repair the damage. Don't be concerned if you don't see utility trucks near your house. The problem with your power may be far away.

  • Callers understandably want to know when they can expect their power to be restored. However, often it’s very difficult to estimate restoration times on a per member basis, especially if the outage is widespread.
  • Be patient. Rock Energy crews are working quickly and safely to restore your service.

Weatherhead

Weatherhead on house