Your storm questions, answered

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I haven’t seen a truck in my area.

There are 1,700 DTE and out-of-state crews working around the clock. Just because you don’t see us, doesn’t mean we’re not working to restore your power. The repair location for your area may not be near your home.

Why did my power go out a day or two after the wind storm?

It could be a couple of different issues. One, even though we’ve installed a number of smart technologies on the energy grid to limit the size and impact of an outage, there are times when we have to take down the entire circuit in order to fix it, which can take several hours or longer if the issue is complex. We experienced 30-40 mph winds on Friday night, which caused an additional 12,000 customers to lose power.  Plus, many tree limbs left dangling over power lines Wednesday night came down over the weekend.

Why did DTE miss their estimate?

We understand the frustration you’re feeling as you try to go about your day-to-day activities without power. As we continue to receive information from the field, we’re updating our systems and are pushing out estimates to our customers so you can make plans. We’ve estimated restoration times to the best of our ability, but these estimates are just estimates. Restoration times may change based on unexpected issues and damage that our crews encounter in the field.

DTE fixed my neighborhood, but skipped my house?

With widespread damage, our crews are prioritizing jobs and focusing on repairs that will restore power for the largest number of customers first, and then moving on to smaller outages. Once we restore a circuit, some individual customers may still be without power because of secondary damage.  With our smart meter technology, we are aware of these customers, and will work around the clock until they are restored.

DTE told me my power is back on. It’s not.

As customers receive notifications that their circuit has been fixed, we encourage them to verify their power has been restored before changing their current plans. While the majority of homes on that circuit likely are restored, there may be unexpected issues or damage causing a continued outage for a small number of houses. We are aware of these customers, and will work around the clock until they are restored.

Why is this taking so long?

While all power outages are significant, DTE’s threshold for a “catastrophic storm” is 100,000 customers impacted. This was eight times that threshold. At the same time, we continue to receive new reports of downed wires and infrastructure damage. We’ve had 1,100 downed wires reported since Wednesday, and are still receiving three to five new reports each hour. We have restored 715,000 of nearly 800,000 customers impacted – an unprecedented rate – and our crews will continue to work around the clock until each and every customer is restored.

There’s a DTE worker just sitting in a truck.

Crews may be temporarily idled while they wait for lines to be energized or de-energized. At DTE Energy, we value the safety of our employees and customers above all else. Our crews do not begin any work unless we know it is completely safe.

You’re reporting that more than 90 percent of customers now have power. And you sent me a notification that my power was back on, but it isn’t. Are you sure your numbers are right?

When we make a repair that restores power to the majority of homes on a circuit, sometimes a small number of homes may not have power return due to a localized issue or damage. We are aware of these customers, and will work around the clock until they are restored. Our restoration totals are based on updates from our internal reporting systems and our AMI smart meter network, and reflect the number of customers whose service has been restored as of the time of the update.

When will my power be back?

DTE Energy expects to have all customers restored by 11:30 p.m. Monday. If you have a smart meter, we’re aware of your outage and we’re working to restore your power.  If you don’t have a smart meter, you can report your outage through dteenergy.com, the DTE Energy Mobile app, or by calling 800.477.4747.  As we continue to receive information from the field, we’re updating our systems and are pushing out estimates to our customers so they can make plans.  If you receive notification that your power is on, we encourage you to verify that your power is actually on before changing your plans.