Frequently asked outage questions 

Helping members stay safe and informed during outages 

When outages happen, Middle Tennessee Electric (MTE) is committed to restoring power quickly and safely for all members. This page answers common questions about outages, our restoration process, and how you can stay safe. If you need immediate help, please contact our member support team at 877-777-9020.  

Restoration Process 

What are MTE’s priorities for restoring service? 

MTE crews work around the clock until all members have power. We follow a three-step process recognized as an industry-best practice. Hospitals, police departments, fire stations, and other public health and safety facilities are priority number one. 

• Step 1: Repairs are made at substations and on the main distribution lines. 
• Step 2: Crews fix damage to tap lines branching off from main lines. 
• Step 3: Power is restored to larger pockets of members and then to individual homes. 

 Learn more about the steps for restoring power at MTE’s Restoration Process. 

An MTE truck just drove by my house without stopping. Why? 

Crews restore power starting at the substation and working toward individual homes. Once the main circuits are functioning, we repair feeders or taps that will restore power to the greatest number of members. Then we focus on homes still without power after the main circuits and taps are repaired. Many times, crews may repair equipment in one location before moving to another to restore the broken circuit without stopping at a member's home who has lost power. 

Why does my neighbor have power and I don't? 

There may be damage to the service wires leading only to your home, or your neighbor may be served by a different circuit or phase. If you’ve confirmed your breaker or fuse box has not tripped, and you are still without power, please visit mte.com/Outages to confirm or report your outage on our outage map. 

Do elected officials, employees, or other important individuals get special attention? 

No. All members are treated equally during restoration. Critical infrastructure is prioritized for public safety, but all other outages are restored based on efficiency.  

Outage reporting 

Does MTE know when I've lost power? 

MTE’s Systems Control is monitoring our system 24/7/365. They can pinpoint outages using our advanced metering infrastructure. Members can see known and confirmed outages at mte.com/Outages. If you don’t see your outage on the map, or you want to confirm we know about your outage, feel free to report it using one of our reporting options. 

If my power goes out, what should I check? 

The first place to check is your circuit breakers or fuses. If nothing is blown or tripped, examine your meter for damage. If you find issues, call a certified electrician. 
 
If no issues are found, check our outage map or report your outage at mte.com/Outages. 

How do I report an outdoor yard or streetlight problem? 

Report outdoor yard and streetlight outages online at mte.com/Outages or call 877-777-9020. 

Member Safety 

How long does food last after the power goes out? 

A fully stocked freezer will stay cold for two days, while a half-full freezer will stay cold for one day if the door remains closed. An unopened refrigerator keeps food cold for four hours. Check temperatures once power is restored. General guidance is that a fridge should store food at or below 40°F and a freezer at or below 0°F. When in doubt, throw out questionable food items. 
 
Learn more about food safety at https://www.foodsafety.gov/food-safety-charts/food-safety-during-power-outage.  

Who do I call if electrical wires have been pulled away from my house? 

MTE is responsible for delivering power to your home’s weatherhead and the meter. You are responsible for repairs from the weatherhead to the meter and the meter base into your home. If damage has occurred to any of the elements beyond MTE’s responsibility, you’ll need to call a qualified electrician for repairs before MTE can reconnect power. 

Please see below for information about what responsibilities homeowners have. 

Homeowner/Member Responsibilities ①③④ 

• Hire a licensed electrician to make necessary repairs. 

• Acquire proper permits for repairs through your city or state electrical inspection authority. 

• Ensure electrical repairs are completed before service is connected to the house. 

•  After repairs are complete, callMTE with your permit number at 877-777-9020. We will schedule service restoration as soon as possible. 

MTE Responsibilities ②⑤ 

• MTE will perform a visual safety inspection to determine if there is any damage to the (1) weatherhead , (3) riser pipe or (4) meter base. 

• If none is found, MTE will reconnect the electric service to the house. 

Learn more at mte.com/Meter-Base-Damage-and-Restoration-Process. 

Is power automatically shut off during a tornado or major storm? 

No. MTE will not turn off power unless instructed by the Tennessee Valley Authority (TVA) or emergency management authorities. Restoration begins when conditions are safe for lineworkers and supporting personnel to go out. 

What if I have special medical needs? 

Members who use life-support electrical equipment are encouraged to enroll in our Life Support Program. While this program does not provide priority outage restoration, it does flag your account in our systems for consideration for billing and account consideration. If you use life support equipment, always have an emergency backup plan in place. 

Learn more at mte.com/LifeSupport. 

How can I tell if a downed power line is still carrying electricity? 

Any power line on the ground should be considered live. Do not go near downed power lines. Call 877-777-9020 to report, or 911 if anyone is in immediate danger. 

Who do I call if a tree falls near a power line? 

If a tree or limb causes an outage, leave the work to MTE. If the line is sparking, call 911 to report the emergency. 

Generator safety 

Are there safety concerns in using a portable generator? 

Yes, using a generator improperly presents a danger for lineworkers, first responders, and your family. For everyone’s safety, it's important to use generators safely during extended outages. Here are four tips to keep you safe: 

1. Never plug a generator into a wall outlet. Always use a properly installed transfer switch to avoid creating dangerous backfeed. 
2. Never use them indoors. Keep generators at least 20 ft. away from your home and away from doors, windows and vents. 
3. Use outdoor, heavy-duty extension cords and always have carbon monoxide detectors in your home. 
4. Let the generator cool for at least 20 minutes before refueling. 

Learn more about how to properly install and run a generator at mte.com/GeneratorSafety.