Outage Tools

You can report an outage within the Outage Map or on the Mobile App. Look for the red ‘Report an Outage’ button located on the top left of the Outage Map, or click here to report an outage now. If you’ve downloaded the app to your mobile phone, you’ll see the red ‘Report Outage’ button when you open the app. If you prefer to speak to someone, call our Outages hotline available 24/7 at 1-800-434-1235.

You can also let us know if your power is out by texting 'OUT' to 92887 (WATTS) and follow the prompts to report your outage. Standard messaging and data rates may apply. Once you’ve reported your outage, you’ll receive an estimated time of restoration along with any other updates.

You can view the Outage Map on any type of desktop computer, web browser or mobile phone. The Mobile App is available for both iOS and Android devices. Download the app today.

The ‘Search’ function is located at the top left of the Outage Map. Enter your city or address in the search window, then click the ‘Search’ button, and the map will zoom in to show the area you’ve entered.

Once you’ve located the area using the ‘Search’ function, you can save your location for future reference. Click on the locator button for your area, and a tab will open to your right, where you can add a nickname for the location if you wish (such as ‘Home’ or ‘Cottage’). Then click the ‘Save Bookmark’ button below. You can change or remove the location by clicking on the locator and selecting the ‘Edit/Delete’ button.

The Outage Information tab shows how many customers are affected, the status from our on-site crew, what caused the outage, and the estimated time of restoration. To view the Outage Information tab, click the coloured icon on the map that represents the outage in your area.

Customers Affected: Displays the current estimated number of Hydro One customers affected by an individual outage or number of outages.

Crew Status: Indicates that a crew has been assigned to investigate the outage and shows their status, whether they’ve been dispatched, are on-site, or have partially restored power.

Cause: Displays what is known about the cause of the outage, such as extreme weather conditions or damaged equipment. If the crew is still investigating, it will show as ‘pending classification.’

Estimated Time Restoration (ETR): Shows when the crew expects to have electricity restored to the area. If they need more time, crews will revise the estimated time of restoration and indicate the new time on the Outage Map. The map is updated every 10 minutes, so customers experiencing an outage are encouraged to check back regularly.

Legend: The ‘Customers Affected’ icon legend is at the top of the map. These icons indicate how many customers may be affected by a power outage by the corresponding coloured icon on the Outage Map.

Multiple: This means that there are multiple outages affecting an area. Once you zoom in, you'll be able to see all of the individual outages, along with Outage Information details by clicking on the coloured icon.

Crew: This icon will appear beside the ‘Customer Affected’ or ‘Multiple’ icons to show that a crew has been dispatched or is on-site to assess the damage and make the necessary repairs.

Service Area: This toggle button can show or hide a layer outlining our service territory in Ontario. It is set to ‘show’ by default.

To locate the legend on the Mobile App, use the information circle icon that is to the left of the map.

During an outage, you can click the icon on the Outage Map in your area. The Outage Information tab displays key information about the outage, including the estimated time of restoration or ETR, which shows when we expect to have your power restored. The map is updated every 10 minutes, 24/7, with information from our on-site crews.

Before an outage, you can sign up for Outage Alerts to receive an email or text message as soon as we’re aware of an outage affecting your area. With Outage Alerts, we’ll send you updates on our progress investigating the cause of the outage, and the estimated time it will take to restore power.

Outage Alerts are notifications that inform you when there’s a power outage in your area. You must sign up to receive Outage Alerts and choose whether you prefer email or text messages. To sign up, you must be registered with myAccount; you’ll need your account number (located on your bill) to register.

The ‘Planned Outages’ feature displays outages that Hydro One has scheduled to proactively address system upgrades and maintenance. Click the information icon ('i') located at the lower left corner of the map, and click the 'Active Outages' icon and then click 'Future Planned Outages'.

If you’re using a desktop computer, click and hold your mouse down. A hand will ‘grab’ the screen and move it around for you as you wish. To zoom in and out, use the black plus and minus icons located to the left of the screen.

If you’re using the mobile app, simply move your finger on the map. To zoom in, use two fingers and expand, or move your fingers together to zoom out.

Radar will enable you to see a snapshot of current weather patterns in the region.

Loop will animate the weather pattern to show the path of any incoming weather.

Opacity will let you adjust the opacity of the weather patterns on the map.

Rain will let you see any rain patterns in the region.

Mixed will let you see any mixed precipitation in the region.

Snow will let you see any snow in the region.

The colour gradient (left to right) displays the severity of the weather (light to severe).