Where can I find the outage map legend?
The legend appears in the lower left-hand corner of the screen. If it does not automatically display, click/tap the i icon in the lower left-hand corner.
The map legend provides the option to view Active Outages (default view) or Future Planned Outages along with a breakdown on the colours used to display outages of various sizes.
Once you click/tap on an outage on the map, information specific to that outage will appear on the screen displaying the following information:
- Number of customers affected
- The crew status
- Cause (if known at the time)
- The current estimated time of restoration
If there are multiple outages in the area, they will appear as a cluster. You can continue to zoom in to get the details of the outage(s) affecting your property.
You can also view outage details by zooming in or out, clicking on the plus sign or minus sign in the lower right corner of the map or pinching in or out if using a touch screen.
Customers can register here for outage alerts to receive updates by text about an outage affecting their property. This includes any upcoming planned outages.
Where can I find the total number of active outages and total number of customers affected?
To open the summary, click on the menu icon in the upper left-hand corner.
This panel displays the total number of active outages in Hydro One’s service area along with the total number of customers affected.
Below that, you will find a time stamp of when the information on the outage map was last updated along with a link to Get Outage Alerts (this page) and a link to Report An Outage.
There is also an option to view Outage Details that provides displays summary tables of outages broken down by Hydro One’s zones (View Region) and our operations centres (View Service Area).
There is also an option to add a weather overlay to the map.
How are the boundaries of an outage determined and what do the various colours mean?
The boundaries are based on customers who have reported the outage and the configuration of the local electricity grid. Different colours are used based on the size of the outage – see breakdown in the legend.
To zoom in or out, click on the plus sign or minus sign in the lower right corner of the map or pinch in or out if using a touch screen.
If there are multiple outages in the area, they will appear as a cluster. You can continue to zoom in to get the details of the outage(s) affecting your property.
There are multiple outages in my area that overlap my property, how do I know which one affects me?
Based on the configuration of the local grid, there may be various outages affecting the area and your property. In this case, crews first need to repair the main powerlines/equipment that serve the area before they can make repairs to outages in neighbourhoods and on your street. Due to the complexity of the electricity grid, your estimated time of restoration may change if crews uncovered additional damage once they start repairs on the main powerlines/equipment.
Customers can register here for outage alerts to receive updates by text about an outage affecting their property. This includes any upcoming planned outages.
Can I search by address or postal code?
Yes, click/tap on the magnifying glass on the upper left side of the map and enter the address or postal code.
If there are multiple outages in an area, they may appear clustered together. You can zoom in further to see the information for each individual incident.
You can also save a map view for a specific address. Once you have searched your address or postal code, click/tap the magnifying glass and type in your address, then click/tap the black icon on the map on your property, and then click/tap the Add to Bookmarks button in the info panel that opens on the map. The next time you click/tap search, you will see your saved Bookmarks.
Customers can register here for outage alerts to receive updates by text about an outage affecting their property. This includes any upcoming planned outages.
How can I tell when the information on the outage map was last updated?
You can find the time stamp in the summary. To open the summary, click on the menu icon in the upper left hand corner.
Below the total number of active outages and customers affected, you will see a time stamp of when the information on the outage map was last updated.
Customers can register here for outage alerts to receive updates by text about an outage affecting their property. This includes any upcoming planned outages.
What does the crew status mean?
- Outage reported and a crew will be dispatched soon – An outage affecting your area/property has been reported and a crew will be dispatched shortly
- Dispatched – Crews have been dispatched to the outage/area
- Under investigation – Crews are onsite working to identify the cause of the outage
- Crew working in area – Crews are making repairs to restore power safely and quickly
- Restoration is pending safe personnel or equipment access – Current local conditions do not allow for crews to reach the area by vehicle, boat or helicopter
- Damage in your area is currently being assessed – After a storm, our damage assessors will assess damage so that a more accurate estimated time of restoration can be assigned to your outage
- Damage has been assessed and a crew will be dispatched to your area as soon as possible – This confirms that your area/outage has been damage assessed and a crew will be assigned to your outage shortly
How is the estimated time of restoration for an outage determined?
An estimated time of restoration (ETR) is our best estimate of when your power may be restored. Once crews arrive on site, the ETR may change from our initial estimate based on the extent of the repairs required.
Customers registered for outage alerts will receive ETR updates by text. Sign up for outage alerts here.
