Report a Power Outage

 

Wake Forest Power (WFP) is implementing a new Outage Management System (OMS) featuring Interactive Voice Response (IVR). As part of the OMS, an online outage map will be introduced later in 2024.

The IVR system is an automated phone system that utilizes one phone number to make reporting power outages and other issues easier.

The highlight of the initiative is an automated outage reporting telephone number: 919-435-9478.

Now, customers can dial 919-435-9478 to report a power outage, make a payment, start/stop service, reconnect electric service, and report a street light outage.

Previously, customers had to call a different number to report outages. WFP officials say having one number for customers to call 24 hours a day will simplify the outage reporting process and enhance the overall customer experience.

Customers need only to call 919-435-9478 and follow the prompts to quickly notify Wake Forest Power that their electricity is out. As an added bonus, customers disconnected due to non-payment who call the number hear an automated message explaining the reason for their electric service interruption.

When a customer calls the outage reporting number, the OMS attempts to identify the telephone number from which the customer is calling and match that number to their account. As long as Wake Forest Power has the number in its system, the OMS will recognize the customer. If Wake Forest Power does not have the number, or if the number on file is wrong, information pertaining to the customer's account will not be found.


Accurate Contact Information Needed

Wake Forest Power is asking customers to make sure they have provided accurate contact information. More specifically, customers are asked to register up to two phone numbers associated with their account.

For example, you may want to consider providing your home number and a cell phone number. These telephone numbers need to be the ones you will use when calling to report an outage.


How to Update Your Contact Information

Wake Forest Power customers can update their outage phone numbers by calling customer service at 919-435-9478 during normal office hours (Monday – Friday, 8 a.m. to 5 p.m.).


Benefits

Having updated emergency outage phone numbers will provide on-call employees with an automatic glance at all the known information concerning a customer's account, including name, address, account number, map number, substation, meter number and line section.

When customers call to report service interruptions, this information will be provided to electric crews to ensure faster response time and enhanced troubleshooting capability.



 
Wake Forest Power
919-435-9573
Location

Wake Forest Power 
5031 Unicon Dr.
Wake Forest, NC 27587
919-435-9573

CUSTOMER SERVICE & BILLING

301 S. Brooks St.
Wake Forest, NC 27587
919-435-9478

Emergencies & Outages
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