There is a lag of a few minutes between the information on the map and the information our crews are working from, but the data customers see on the map is basically the same as what our operations teams are working from. Occasionally, there will be a delay in an outage getting removed from the map, and crews need to confirm work is complete before the map is cleared.

Sounds like something unexpected happened in the field. Our estimated restoration times are based on the best information we have, but they are still ultimately estimates. We will update those times if needed as an outage unfolds overtime. If we have additional information we think helps explain what is going on, we will relay that info via Twitter, @Unitil.

There is no mobile app at this time, though we are looking into this as a future option for customers. In the interim, the map is viewable through the Web browser on most mobile devices, including Droid, iPhone and iPad. We also post information on outages on our Twitter feed, @Unitil.
 

Things like enhanced mobile compatibility or further integration with our social media platforms are possibilities for the future, but for now, we want to focus on customer feedback from the existing system and then decide how best to proceed.

Several towns within Unitil’s service territory are served by multiple utilities. While the map shows some general boundaries on the service area, the best way to confirm whether or not you are a Unitil customer is by checking your electric bill or by calling Customer Service at 1-888-301-7700.

If the electric outage map says “assessing,” that means that our crews are in the field sizing up the extent of the repairs needed. As soon as estimated restoration times are available, they will be posted on our website.

Sometimes obstacles blocking access to our power lines can slow the restoration process. That could include downed trees, blocked roads, unplowed or flooded streets or dangerous situations. Conditions throughout the system can also cause delays. Several small scattered outages can be more time consuming to repair because they involve individual stops to reconnect lines to each home.

It could be that your neighbors are served on a different circuit, but there could be trouble in just your section of the line or in the equipment that services you directly. Or, the cause of the outage could be an individual service problem at your home, unrelated to Unitil.

Yes, it will come back. Although your restoration is important to us, sometimes there are more urgent priorities that need to be addressed, such as public safety hazards, critical care, emergency operations centers and communication centers.

The truck may also be on the way to a transmission line, substation or circuit outage that will restore the greatest number of customers at the same time, you included. Our crews work round the clock during an outage, so they will return to your location as soon as they can if you remain without power.