Outages & Power Restoration FAQ

No. If you don't have power please contact us. There are four ways to report an outage: Text OUT to (919) 372-7475, call (919) 372-7475, report it online, or through our mobile app (search "Apex Outages" in the app store).

Damage that causes power outages can happen anywhere along the power line system, not just at your specific location. For instance, a substation that sends power to your specific neighborhood may be located miles from your home. If that substation is damaged during a storm and causes power outages, you may never see a crew on your neighborhood street.

Not always. During a large outage event, there may be situations where a customer receives a text, voice or email notification that their power is restored when in fact it is not. Usually, it's because a large area was restored, but a small pocket of customers are still without power due to additional damage that remains somewhere along the electric circuit or line. 

These calls and text messages help us determine remaining outages on the line. If you receive a call or text, it means we're actively working in your area. Please respond if you're still without power. This will help us restore your power as quickly and safely as possible.

We haven't forgotten about you! Storm damage can affect many different power lines, as well as equipment that provides electricity to your home. It's possible that your neighbor's power is supplied by a different main line, or that the line serving your home is damaged. Or, it could be that your home needs repairs to your meter base or internal electrical repairs before you can receive service.

Even if your area has underground power lines, you may still face power outages during storms. This is because the electricity that reaches your neighborhood travels through aboveground main distribution and transmission lines first. When there are outages, fixing underground lines can take longer than overhead lines. Additionally, flooding from severe storms can sometimes prevent crews from accessing underground lines.

No. After major storms, restoration involves a series of activities that may occur at the same time. We prioritize addressing public safety issues and restoring service to critical and essential facilities such as hospitals, police stations, and water treatment plants. Our focus is also on addressing main power lines that supply electricity to large numbers of customers before attending to neighborhoods and individual outages. Because we must repair the main power lines first, we cannot prioritize individual outages.

After major storms, there may be hundreds of reports of "lines down" and they all are priorities. Our process is to check the lines to ensure they are in a safe condition (no power flowing through them) and then repair them during the normal restoration process. This could the following day or later, depending on how much damage is in the area.

We aim to provide safe, reliable service, but during severe weather, we cannot guarantee uninterrupted electricity or priority treatment. Customers should plan for their safety and consider alternative arrangements in case of a prolonged outage.

No, Apex cannot cover losses from spoiled food or other storm-related damages due to extreme weather. Such incidents are beyond our control. Instead, check with your own insurer or FEMA for potential claims.

No. Your monthly energy bill includes electricity that is used inside your home. When the power is out, you are not charged, because you aren't using any electricity.