When You Lose Power

Before reporting a power outage, please consider the following helpful tips:

Report An Outage, Emergency, or Hazard

To report electric power outages:

You can report an outage through your SmartHub account*

*To enroll or log in to your SmartHub account, please visit our SmartHub Login Website.

Information to provide when reporting a power outage:

  • What time the power went off
  • Prevailing weather conditions
  • Local construction activity

This will help us locate and repair the problem as quickly as possible.

Power Restoration

Restoring Power Video

Restoration Plan

In the aftermath of a major storm or other event, we implement a service restoration plan which emphasizes safety and efficiency.

The Following Are Service Restoration Priorities For Your Electric Co-Op

  • Transmission lines — high voltage lines that move bulk electricity from a generating plant to a substation or between substations.
  • Substations — electrical facilities that contain equipment for switching or regulating the voltage of electricity. These lower the amount of electrical voltage from transmission lines so that the electricity can be transmitted through distribution lines
  • Main distribution lines — the 7,200-volt lines that you see along roadways
  • Tap lines — electric feeder lines with limited capacity that run from a main distribution line and serve small numbers of consumers
  • Individual service — the line that runs from the pole transformer to the customer’s electric meter

Remain Patient

We ask that you please remain patient in the event that your power is out following a major storm or event. Depending on the damage inflicted on the electric distribution system, your power could be out for an extended period of time.

Please be assured that we will work around the clock to restore your power.

Repair Vehicle Safety

For your safety and the safety of our crews, please be aware of all service vehicles parked along roadways and service repair sites.

In the event you have any outage questions or would like to report downed lines please notify our call center. Directing these questions to a service technician at a repair site will slow the restoration process and could also be dangerous.

Please do not stop our repair vehicles on the road as this could create a safety hazard.

Outage FAQs

Who do I call?

When you experience an outage, report it by calling your local customer service office. Rest assured that our outage recovery team will work as quickly as possible to restore electrical service.

Can I use a portable generator if I have one?

If you have a portable generator, it should not be connected to any of the utility power lines or house wiring, unless it is equipped with a properly installed double-throw switch installed by a licensed electrician. Generators that are not installed properly can feed back into our lines and may cause serious injury to anyone coming in contact with those wires.

If I’m using a portable generator, what safety precautions should I take?
  • Read all instructions carefully and follow the manufacturer's recommendations.
  • Never run your generator indoors or in your garage. Generators should only be run in a well-ventilated area. Gasoline-powered generators produce carbon monoxide and the fumes can be deadly if there is not adequate ventilation.
  • Plug appliances directly into the generator using heavy duty, properly grounded extension cords.
  • Make sure that extension cords are not frayed or worn.
  • Limit the electrical load placed on the generator to no more than the recommended wattage.
  • Do not connect your power generator directly to your home's main fuse box or circuit panel.
  • Use the generator only when necessary.
  • Turn the generator off at night while you sleep and when you are away from home.
  • For the safety of anyone who may be in the proximity of your home, do not attempt to connect your generator to your home wiring.

If you have any doubts about how to properly use a portable electric generator, contact the manufacturer or a licensed electrician for assistance.

What should I do if I see a downed line?

If you see a downed power line, it is important to stay away from it at all times and contact us immediately. Please do not try to remove anything that might be tangled in power lines.

Why did a repair vehicle pass by my house without stopping?

If your power is out, you may see a utility vehicle drive by your house without stopping. There are several reasons why this might be the case:

  • The crew may be en route to a location where immediate attention is required.
  • They may need to inspect equipment along your main line before returning to your road,
  • They may need to return to the warehouse for additional supplies.
  • Crews repair damage to parts of the system that bring power to the greatest number of customers first before handling problems at individual homes.
Will I be compensated for my power being out?

No. We cannot guarantee uninterrupted electrical service to your home or business. Events within and outside our control will prevent us from always having power at your location.

While the power is out, no electricity is being consumed, so your meter does not register any consumption for billing.

What if I have life sustaining medical equipment?

Since no utility can guarantee uninterrupted electric service, Kankakee Valley REMC strongly recommends that consumers with life sustaining medical equipment in their homes develop contingency plans to protect their welfare in the event of a power outage. Contingency plans could include installing a back-up power supply (such as batteries or a generator), temporarily moving to an alternate location that has electric service and/or contacting emergency medical services.

What should I do if I have a critical care patient living in my home?

If you or another family member depends on life support and the loss of electricity affects these life support systems, you need to have a contingency plan in place.

Caregivers of in-home critical care patients should always have an evacuation plan or a plan for how to handle extended outages in the event of a natural disaster