Major Outage FAQs

Our Member Service Representatives receive many questions during a major outage. We would like to take the opportunity to share some of these questions and answers so that everyone has a better understanding of what happens during a major outage.

I know Pioneer has installed new meters for all of its members. Should I still call in an outage, even though the meter can “communicate” back to the office?
We always welcome your calls. While it is true that staff members back in the office are able to “communicate” with the AMR meter installed in your home, we still recommend that you call in an outage. As substations lose power, our mapping system is able to predict which locations down the supply line have also lost power. However, calls that we receive serve as confirmation that these computer predicted outages actually occurred.

I am not at home right now. Can you tell me if my power is back on? Will I receive a call when my power is back on?
During widespread outages, we are unable to tell you if the power is back on at your specific location. We are also unable to predict how long it will take for repairs to be made. The person answering the phone is responsible for entering an outage into our system. S/he will not have access to outage information beyond remembering if someone on the same street or area had previously called. Once an outage is reported to our operations department, these staff members coordinate the efforts to restore power in a safe and timely manner. Hypothetically, if our operations department had to stop and check if power had been restored for every person who called, it would greatly hinder the speed with which power could be restored to the system as a whole. While we currently do not offer a call back service for restored power, we are researching a system that would assist with smaller outages.

All of my neighbors have power. Last time this happened, it took me two more days before my power came back. Why is this?
It may help if you visualize the power grid like the branches of a tree. If the trunk is the power supply, then the branches are all of the poles and wires connecting the supply to each of our members. If a main branch is broken, everyone down that branch will lose power. Thus, during major outages, our goal is to get that major branch reconnected and functioning so that power may return to a large amount of people all at once.

The power lines to my house are buried. Why have I lost power?
Again, go back to the tree visualization. Each member’s location can be likened to the very end of the tree branch, where you would find a leaf. While all of the power lines within a subdivision or a single home may be buried from the transformer to the home (the leaf), the transmission lines (the branches) closer to the supply (the trunk) may be broken and have disrupted the power supply. Buried lines will help prevent vegetation near the home from disrupting power supply, but this does not prevent any breaks in transmission further down the line.

I have medical equipment that requires electricity to function. What should I do during an outage?
Certain medical conditions qualify for medical priority during widespread outages. However, you must still be aware of how the power grid functions, and understand the limitations that may occur during an outage. For example, if you look out your window and see that a tree limb has broken the wire from the transformer to your home, do not be alarmed if someone has not come out to fix this yet. It could be they have to fix a problem further up the line before they can address the supply break at your home. Thus, it is especially important for those with medical equipment, disabilities, or young children to have a “Plan B” during major outages. Part of this plan may include a back up generator. Another part of the plan may include knowing the location of your local Red Cross Service Center, or being prepared to go to a hotel.

If you believe you may qualify for medical priority, you may come see us one of our offices for the appropriate paperwork.

What should I do about my freezer full of food?
Keep your refrigerator or freezer closed as long as possible! Opening and closing the door to check to see if food has spoiled will actually speed up the thawing process because you are allowing the heat to enter an air sealed, insulated space. To keep food in a refrigerator from spoiling, temperatures need to be between 36-40° F, and frozen foods need 0-5° F.  If temperatures are cold enough outside, consider moving food outside to a cooler. If you have hundreds of dollars of meat in a freezer, you should consider having a back-up generator. This can also run a sump-pump during times of heavy rain. If you are considering purchasing a generator, be sure to call the Pioneer staff to learn how to safely install it. Generators should NEVER be run in enclosed spaces. Generators should ONLY be connected to in compliance with Pioneer guidelines in order to be sure proper safety measures are taken. Failure to do so could back-feed power onto the lines during an outage and put linemen at risk of electrical shock.

Miami County Red Cross Service Center
1314 Barnhart Road
Troy, Ohio 45373
937-332-1414

Shelby County Red Cross Service Center
227 West Water Street
Sidney, Ohio 45365
937-492-6151

American Red Cross, Mad River Chapter (Champaign & Logan County)
105 North Detroit Street
West Liberty, Ohio 43357
937-650-500