Outage FAQs

Communicating with PSO

Locate common answers to questions about contacting PSO during an outage.

Should I call PSO?

Immediately after a major storm we ask that you call only to report safety hazards such as downed power lines or equipment that is sparking. When a major storm-related power outage occurs we are fully aware of what has happened so you do not need to call us, at first. We will already be responding to the power outage. During major storms our telephone lines can become overloaded with customer calls.

If you wish, you may report your outage to us online at - https://psoklahoma.com/outages/report/

You may also wish to subscribe to PSO’s Mobile Alerts.

As we make progress in restoring power we will often issue a request for customers who are still without electric service to please call us to report your outage. This will help us determine where pockets of affected customers are located.

Why can't I talk directly with a customer services representative?

During major outages it is unlikely that you will speak directly with a representative due to the high volume of calls, but you can leave a message about your outage. Your message will automatically be sent to our operations personnel the same as if you had spoken with an employee. All inquiries through this automated system are monitored around the clock.

Why can’t a customer services representative tell me when my power will be restored?

Our goal is to provide you an accurate estimate as to when your power will be restored. But in any power outage—local or widespread—we must first determine what actions are needed to restore your power and how long that will take before we can provide that estimate.

In a major outage we must perform an initial assessment of electric system damage to help us develop our “battle plan” to restore power and also establish an initial Estimated Time of Restoration (ETR). Developing the first-blush ETR typically takes about 24 hours but it can require a couple of days depending on the extent of the damage.

As power restoration work proceeds we assess the progress we are making each day and issue updated ETRs. The ETRs apply to large geographic areas at first but eventually become refined down to the neighborhood level as the repair work progresses.

What is my best source of information on the restoration effort?

PSO provides updates about power restoration progress through a variety of media. These include:

Checking PSO’s website from time-to-time is a good way to stay informed of storm restoration progress.

You may also wish to subscribe to PSO’s Mobile Alerts.

View our Outage Map to see where outages are occurring.

Outages & Your Home

Learn the difference between an outage problem related to PSO’s system or within your home.

What if I only have electricity in one part of my house?

A circuit breaker may have tripped, or there could be a blown fuse or a broken connector or wire at one of the service leads to your house. Sometimes, damage to these leads leaves only the 120-volt outlets (or some of them) working. In this case, larger appliances that need 240-volt service - such as water heaters, air conditioners and ovens - may be inoperable until repairs are made. It is safe to use the outlets you have available, while you check with an electrician. However, if some of your lights are extremely bright or extremely dim do not use those outlets to avoid potential damage to equipment. If there is a problem with a service lead to your home, PSO crews will repair the wires when they arrive to restore service.

Why do I sometimes experience brief outages that call for resetting of appliances?

These outages occur when protective devices, called “reclosers”, operate. When a recloser detects an object, such as a tree limb, interfering with a line it de-energizes the line briefly. It then recloses. If the cause of the fault has cleared up, the power will stay on. If the fault remains, the recloser will open again and de-energize the line until a PSO worker fixes the problem. This is for everyone’s safety and also prevents cascading outages.

What is an external breaker and who has one?

Customers who live in apartments, mobile homes, condos or other multi-family dwellings often have an external breaker in addition to the breaker panel within their unit. The external breaker is customer-owned equipment and located outside next to the electric meter for that unit. If you live in a multi-family dwelling and your neighbor has power but you do not, please check both your inside breakers and your external breaker. You may be able to restore your power simply by resetting your external breaker. Please note that PSO cannot operate or repair an external breaker as it is customer-owned equipment.

Management companies with 24 hour maintenance may lock the external breakers or choose to house them in a locked room. If this is the case, you will need to contact your building maintenance department for access.

If you have questions, please contact our Customer Operations Center at 1-888-216-3523.

 

Power Restoration

Find answers to common questions about the processes that we follow to restore power.

What does PSO do to prepare for and manage a major storm?

PSO operations personnel continually monitor national and local weather reports, which are fed into our preparations for approaching storms. Here are some of the steps we take before the storm hits:

  • Monitor all sources of weather information (including AEP’s own meteorologists) to determine when to trigger our response plans.
  • Work closely with the NWS in Oklahoma, local emergency managers, police/fire/911 to prepare and prioritize response efforts.
  • Provides restoration updates multiple times per day to customers, state and local officials via traditional and social media.
  • Develop a “battle plan” to follow in repairing damage and restoring power.
  • Determining the size of the workforce and the amount and types of equipment we will need to repair outages efficiently;
  • Calling in additional repair crews from within our company, our state, and the nation, as needed;
  • Ordering in additional material – such as utility poles, electrical wire, etc.

During major storm recovery efforts, customer service centers operate in “storm mode,” using extra telephone lines and bringing in additional representatives to serve customers better. They also employ advanced telephone technologies to handle the unusually large volume of customer calls. This technology allows customers to report an outage without speaking to a representative and helps us provide status updates regarding the restoration effort.

How does PSO decide which customers to restore first?

Our initial priorities are to restore power to the largest groups of affected customers*, and to restore power to hospitals, emergency responders, and public utilities (such as water and sewage treatment facilities).

* For example, if an electric transmission line has been damaged, repairing it will restore power to thousands of customers at one time.

How does PSO mobilize crews during major outages?

First, we mobilize our own PSO employees and contractors. We also call in workers from portions of American Electric Power's 11-state energy delivery territory to assist local employees. We also enlist the help of personnel from other electric companies through mutual assistance agreements as well as contract workers.

Our workers have frequently been honored with the Edison Electric Institute's Emergency Assistance Award for their role in power restoration efforts following tornados, hurricanes, ice storms, and other natural disasters.

Report an Outage

We continually monitor all inquiries we receive on this site.

  • Safety Hazard Conditions
    Call our Customer Operations Center at 888-218-3919.

    Safety Hazard Condition

    A safety hazard is a condition that poses an immediate risk to the public, and can include:

    • Downed wires that may be sparking or near water
    • Downed poles
    • Trees that have fallen on power lines

    Never go near or touch a power line.

    Report Safety Hazard

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What To Do When the Lights Go Out

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How We Restore Power After A Storm

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PSO's Restoration Process

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Managing Major Storms

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Privacy Policy

Privacy Policy for Public Service Company of Oklahoma (PSO), a unit of American Electric Power (AEP)

Scope

This Privacy Policy applies only to PSOklahoma.com and the Public Service Company of Oklahoma customer mobile app (com.aep.customerapp.pso). Other AEP websites and apps may be governed by their own privacy policies, appropriate to the uses and needs of each. Throughout the site or app, we may provide links to resources and sites that are not part of PSOklahoma.com or the Public Service Company of Oklahoma customer mobile app. This Privacy Policy does not apply to those resources and sites.

Consent

By using this site or app, you consent to the terms of this Privacy Policy. Whenever you submit information via this site or app, you agree to the collection, use, and disclosure of that information in accordance with this Privacy Policy.

Information Collected

  1. Passively collected information

    During your use of this site or app, we may collect anonymous information about your visit here through the use of server logs, cookies, scripts, tracking pixels and other Web traffic tracking systems. This information is aggregated and used to improve user experience through analysis of user activities. This information is never combined with any of the personally identifiable information you may provide in your use of the features of this site or app.
  2. Personally identifiable information

    On certain forms of this site or app, you may be asked to provide information about yourself or your account with us, either to identify yourself to us or to request a service from us. In each case, we will inform you what information is provided at your option and what information is required to complete the transaction or activity you are engaged in. If you are unwilling to provide this required information, you will be unable to complete the requested transaction.

Use and disclosure of information

The information you provide to us will be used to respond to requests you may make for services. Some or all of this information may be added to your permanent account record and may be used for research purposes.

In addition, we may use elements of this information in the following situations:

  1. We may transfer the information to PSO’s affiliates and subsidiaries, unless such transfer is prohibited by law;
  2. We may transfer the information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy);
  3. We may make the information available to third parties who are providing the product, service or information that you have requested (but not your password);
  4. We may make such information available to third parties who are providing services to PSO (for example, providing the information to third parties performing computer-related services for PSO);
  5. We may use the information to communicate with you about products and services that may be of interest to you.
  6. We may disclose the information if we form a good-faith belief that disclosure of such information is necessary to investigate, prevent, or take action regarding any illegal activities or regarding interference with the operation of our site or violation of its terms of use; or
  7. We may disclose the information if we believe that disclosure is required by law or regulation or in response to a subpoena or other order of a court or other governmental agency.

PSO uses Flurry Analytics Service (provided by Yahoo) in order to improve its mobile apps. Flurry’s privacy policy governs the use of this information.

Also, PSO reserves the right to share any aggregated information (i.e., non-personally identifiable information) with any third parties for any reason, unless prohibited by law.

We will not sell, rent or otherwise disclose the information we gather about you or your account to any third party, except as outlined in this Privacy Policy.

Security

PSO takes reasonable steps to protect your personally identifiable information as it is transferred to us, through the use of Web technologies such as the Secure Sockets Layer and others. However, no Internet transmission of information is ever completely secure or error-free. In particular, e-mail sent to or from PSO may not be secure.

How to Reach Us

If you would like to update your personally identifiable information or if you have questions about this privacy policy, please contact us.

Changes to This Policy

PSO reserves the right to change this Privacy Policy at any time. If this Privacy Policy changes, the revised policy will be posted to this site. Please review this Privacy Policy before you provide any personally identifiable information through this site. Use of our web site after the posting of a revised privacy policy constitutes your consent to the revised policy.

This policy was last revised on December 13, 2017.

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