Outage FAQ

• To report an issue with your electric service, sign into your account.
• Select the account associated with the issue or outage.
• Select Electric service.
• Select the service issue from the “The Problem is” dropdown menu
• Any additional comments that might help remedy the issue.
• Click Report Issue.

• To track a previously reported issue or outage, sign into your account.
• Select the account associated with the outage.
• Select Electric service.
• If you already have a ticket reported for the account and service type, the status will appear.

• To report an issue with your water service, sign into your account.
• Select the account associated with the issue or outage
• Select Water service.
• Select the service issue from the “The Problem is” dropdown menu.
• Add any additional comments that might help remedy the issue.
• Click Report Issue.

• To track a previously reported issue or outage, sign into your account.
• Select the account associated with the outage.
• Select Water service.
• If you already have a ticket reported for the account and service type, the status will appear.

• Visit the Outage Map
• Click the red “Report Electric Outage” button.
• Provide the information of the account linked to the outage (account number or phone number and house number or zip code).
• Confirm the location of the outage.
• Click Submit.

• Visit the Outage Map
• Find your location on the map.
• Click the circular icon over your outage location.
• The Outage Information panel will show you the status of the outage, estimated restoration time (if one has been established), and the cause as information is available.

JEA first restores power to hospitals, public safety and other life support or life-sustaining institutions (this does not include customers using life-sustaining devices in their homes). Typically, these large customers are served by very large electric lines, which are the first lines to be repaired anyway. JEA crews will restore areas with the largest number of affected customers next.
Learn About Our Restoration Process

Loud noises associated with power outages are often an indication that a fuse has blown. Fuses protect parts of our distribution system when severe weather strikes. A fuse will blow to isolate damage caused by trees falling on lines, lightning strikes, or severe weather. This will prevent surges from reaching greater amounts of customers on our system. The sound of a fuse blowing can be very loud and sometimes be mistaken as explosions. If you hear a loud noise when the power goes out, please include these details when reporting your outage. This will help us to evaluate the location of the problem and restore power more quickly.

There are many reasons why your neighborhood may have areas without power next to areas with power.
Learn About the Different Reasons

JEA is responsible for removing downed electric lines caused by tree damage on your property. The property owner is responsible for removing downed trees on private property, including the removal of trees leaning on the house, garage or other structures. If there is damage to the weatherhead (where the electric wires attach to the house), the homeowner must also hire an electrician to make repairs before we can restore power to your house.
Learn About Damages to the Weatherhead
Learn About Tree Damage and Debris Removal

Many neighborhoods with underground utilities are fed by overhead lines. So, if a tree branch or equipment failure disrupts the overhead line, those communities with underground utilities that are fed by that line may experience power outages.

The city of Jacksonville urges people with special medical needs to register with them before any storms or upcoming events that may cause power outages, so that they can help with evacuation or shelter information should you lose power. They can be contacted at 630-CITY. If you are experiencing an emergency, call 911.