In case of a power outage, Waterloo Utilities (WU) offers several ways for customers to report an outage and stay informed.
Text and Email Alerts
Sign up to receive alerts when power services to your property are interrupted. Residents and business owners can receive alerts via text and/or email when a power outage occurs at your location. WU’s outage management system (OMS) also alerts lineworkers and sends a reconnection notification when services are restored.
Here’s how you can sign up for power outage notifications: Log into MyAccount, click Alerts, scroll down to Service, and add info to Outage. Note: You must be signed up before an outage occurs to receive an alert.
Power Outage Map
WU collaborated with OpenPoint, a software company providing technology-driven optimization for utilities, to develop the outage management system (OMS). The OMS system receives communications from advanced metering infrastructure (AMI) meters when they lose power. It then integrates that data into WU’s electric system map to identify outage areas effectively. WU provides customers with a public online map that shows the general location of an outage in the City of Waterloo and the approximate number of affected customers.
Note: Widespread outages may delay alert notifications and slow updates to our online outage map.
Follow WU’s Facebook page to stay up-to-date on prolonged, widespread outages. Please do not report an outage on WU’s social media or by email, as those platforms are not monitored 24/7.
Reporting a Power Outage
You can report an outage three ways: through WU’s website, the MyMeter app, or by phone.
Website
Customers can report a power outage on WU’s website by clicking the REPORT AN OUTAGE button found on the homepage. Please follow the prompts and provide the needed information.
You can also access this feature on the online Electric Service Outage Map by clicking the Report Outage button.
MyMeter App
Customers can report an outage through the MyMeter App, which can be downloaded in app stores for Apple and Android phones.
Calling
Customers can call (920) 478-2260 to report a power outage. During office hours, WU’s customer service department is available to answer calls in the order they are received. After office hours, WU has on call personnel. If you’re sent to voicemail or receive a busy signal, the phone system is receiving a large volume of calls.