NOVEC's service reliability is the best in the Washington metropolitan region. However, events beyond the control of the Cooperative such as automobile accidents, unforeseen equipment failures, lightning storms, freezing rain, snow or other occurrences of nature make it impossible to guarantee uninterrupted service.

Whenever your electricity goes off, please thoroughly check your fuses or the breaker panel in your home to determine if it is an isolated problem before notifying NOVEC.

An operations coordinator is on duty 24-hours-a-day as part of NOVEC's established emergency procedures. Employees are called as needed to restore service.

To Report a Power Outage

• Log in to MyAccount and click Report an Outage.
  

OR

• Call NOVEC's interactive voice response system (IVR) at 703-335-0500 or toll-free 1-888-335-0500.
• You will be greeted by an automated menu. Push 2 if you wish to hear the information in Spanish. Otherwise, stay on the line for further instruction in English.
• The IVR will prompt you to push 1 to report a power outage, streetlights, emergencies, or other power problems.
• The IVR will then prompt you to say or press 1 to report a power outage.
• If you are calling from the phone that is listed on your NOVEC account the IVR will use caller ID to find your location and then ask you to verify the address.
• If you are calling from any other phone you will be asked to enter the telephone number at the location of the power outage so the IVR can confirm your address.
• At your request, the IVR will call you back once the outage has been resolved to confirm that your power is back on.
• Remember, cordless phones may not work when the power is out. Cell phone towers may be affected by outages or higher-than-usual call volume. Keeping a corded land-line phone handy may be helpful during an outage.

Verify your phone number with NOVEC’s IVR system in advance!

• Call 703-335-0500 or 1-888-335-0500, and follow the easy prompts to verify the primary phone number for your service location.
• This will allow IVR to recognize your phone number through caller ID and save you precious time if you ever have to call to report an outage in the future.

Every attempt will be made to restore your electricity as quickly as possible once NOVEC's operations center personnel and line crews are dispatched to correct the situation and restore power. In most instances this can be accomplished with relative ease. However, there are times when weather conditions or other problems complicate the situation and restoration of service may take longer.

How to prepare for an extended outage:

• Always keep an alternative source of light on hand. Store flashlights, batteries, candles, matches, oil lamps and fuel in a safe, convenient and established location.
• Stock your pantry with non-perishable food items that require little or no cooking. Suggested items are powdered milk, cereal, peanut butter, canned meat or fish, bottled water and soup. Also keep a supply of disposable plates, bowls and utensils, along with a manually-operated can opener.
• Store adequate water for cooking and flushing toilets (especially if you are on a well with a pump powered by electricity). If you have enough time before inclement weather hits, fill the bathtub with water for use in flushing commodes and other domestic uses. Water heaters usually provide up to 40 gallons of storage.
• Plan for another source of heating in the event of a cold weather outage. If you have a fireplace or wood stove, keep adequate kindling and firewood close at hand.
• Keep a portable radio, a supply of fresh batteries and a wind-up clock on hand. The radio will bring you weather reports and updated information from NOVEC on power restoration efforts.
• If you do not have storm windows, install clear plastic over windows to reduce heat loss.

What to do during an extended outage:

• If electricity is the only source of heat for your home, go in and out of the house as little as possible during cold weather.
• Keep drapes and shades closed on the shady side of the house to keep heat in. If the sun is bright open the shades to warm the house on the southern exposure.
• Food will remain frozen for up to two days. Food will keep approximately one day in the refrigerator if the door is not opened. Every time the door is opened, the length of time food will keep is reduced. The condition and age of the refrigerator and freezer door gaskets are a key factor in the length of time food will keep before thawing or spoiling.
• Use a cooler to store milk, fruit and other frequently used foods to reduce the number of times the door is opened.
• In cold weather, the inside house temperature will have to fall below 32 degrees Fahrenheit for freezing of water pipes to begin. It may be helpful to open faucets and let them drip until power is restored. Turning the water heater breaker off until the water system is completely full again may prevent damage to the heating elements after power is restored.
• Many foods can be heated in a fondue pot which uses canned fuel. A camp-style stove or barbecue grill can also be used, but only outside of the house.
• Layered blankets or clothing will keep you warmer than one single layer. Air trapped between the layers provides insulation to help retain body heat.

Medical Alert Customers:

• In advance, notify NOVEC of family member who uses life support equipment. Contact Customer Service at 1-888-335-0500 or via e-mail.
• This does not place that person on a priority restoration list; it allows NOVEC to help you make more informed decisions about staying put or relocating the person, based on NOVEC estimated restoration time. Remember, it is important to understand that medical alert customers should have a special plan to provide for their emergency needs should an extended power outage occur. Depending on the cause of the outage, there is no guarantee that NOVEC can restore power to them faster than to our other customers.