Power outages in Palo Alto

Palo Alto is one of the few California cities that owns its electric system. City of Palo Alto Utilities, known as CPAU, runs the wires, poles and underground lines inside city limits, so an outage here is the city's to fix. That also means the numbers, map and alerts are the city's, not PG&E's. New residents who have lived elsewhere in the Bay Area often look for the wrong outage map.

Outages in Palo Alto are usually short and local: a tree limb on a line during a winter storm, a car hitting a pole or equipment failing on a hot day. This page covers how to report one, how to follow it and how to stay safe. Our utilities guide explains accounts, rates and the rest of what CPAU does.

Reporting an outage

The city's outages page lists two ways to report a power outage. Both use the same number.

• Call (650) 496-6914. Call from the phone number on your utility account if you can, so the system can match you to your address. If the line is busy, keep trying.
• Text OUT to (650) 496-6914. Follow the prompts to confirm your address. If you have several service locations, the prompts let you choose which ones to get updates for.

Check whether the problem is only inside your house first. Look at your breaker panel and ask a neighbor whether their lights are out. If only part of your home is dark, the issue is probably a tripped breaker, not the city's system.

Other numbers to save

The outage map and text alerts

The city runs a live outage map at utccoutage.cityofpaloalto.org. The city describes it as real-time updates on outages and suggests using it to confirm where an outage is and how big it is. If your house sits inside a shaded area, the city already knows about it, though reporting still helps crews pin down the edges.

CPAU's Outage Management System sends text messages during outages. According to the city's text alert FAQ:

• The city automatically enrolls the mobile numbers on your account, up to three of them.
• Update your numbers in MyCPAU, by emailing Customer Service or by calling (650) 329-2161. Changes can take up to 24 hours.
• Texts go out only during an outage. Expect at least two per outage.
• Text STATUS to (650) 496-6914 for an update during an outage.
• Text STOP or QUIT to end alerts. The city does not charge for texts, though your carrier's fees may apply.

Customers without a mobile phone can ask Customer Service about landline notifications. For citywide emergencies, register with AlertSCC as well. Our emergency alerts guide explains how.

Why the power goes out

Most outages fall into a few groups. Winter storms bring wind and falling limbs and wet soil lets whole trees topple onto lines. Our rain and storm guide covers storm season. Heat waves push demand to its peak and the city has warned in past heat notices that grid strain can cause outages. Our heat waves guide explains how to cut use during the 4 to 9 p.m. peak. Planned work also takes power off for a few hours and the city says it tells affected customers as soon as possible.

Palo Alto's grid is connected to the larger system. PG&E manages the transmission lines that bring bulk power into the Bay Area, including Palo Alto, while CPAU runs local distribution. The city says a PG&E shutoff is not likely to affect most of its customers, but a large regional grid problem can still reach the city.

Public Safety Power Shutoffs

A Public Safety Power Shutoff, or PSPS, is a planned outage in which a utility turns off lines in fire-prone areas during extreme weather so that its equipment cannot spark a fire. PG&E's shutoffs get the headlines, but CPAU has its own program. According to the city's PSPS page:

• The city has identified the Foothills as a high fire threat area. That is the part of town west of Interstate 280, including the Palo Alto Hills neighborhood.
• A shutoff is a last resort for extraordinary conditions. Decisions are made case by case.
• Factors include wind speed and gusts, humidity, temperature, how dry the vegetation is, a National Weather Service Red Flag Warning for the Santa Cruz Mountains, input from fire officials and evacuation orders.
• The city aims to alert customers early, but sudden weather changes may make advance notice impossible.
• Crews inspect lines after the weather passes and before restoring power, so an outage could last multiple days.

During a city shutoff, fire stations stay open and staffed and water, gas and sewer service continue. Foothills residents should also read our emergency preparedness guide for evacuation zones.

During an outage

1. Keep the fridge closed. The city's PSPS page says a refrigerator keeps food cold for about 4 hours and a full freezer holds temperature for about 48 hours if the doors stay shut. Use coolers with ice for longer outages.
2. Unplug electronics. Turn off or unplug sensitive equipment so a surge does not damage it when power returns. Leave one lamp on so you know when it does.
3. Use flashlights, not candles. Candles are a common cause of house fires during outages.
4. Check on neighbors. The city asks residents to look in on people who live alone or have medical needs.
5. Plan for apartments. If your building uses electronic key cards, ask your building manager how a long outage affects access.

Medical devices

CPAU says it does not keep a priority medical restoration list. If you depend on oxygen, a CPAP machine, a powered wheelchair or refrigerated medicine, work out a backup plan with your health care provider now. The city suggests extra device batteries, a properly sized and pre-charged uninterruptible power supply or a generator. If a medical need becomes urgent during an outage, call 911. Our resources for older adults page lists local support.

Generators and safety

A generator can carry a household through a long shutoff, but it is also the most dangerous thing many people use during an outage. The city's guidance is short: use generators, camp stoves and charcoal grills only outdoors in a safe area and never use a gas stove to heat your home. Engine exhaust contains carbon monoxide, which you cannot see or smell. Keep generators out of garages, basements and porches, even with doors open. Point the exhaust away from windows.

• Test a backup generator before fire and storm season so you know it starts and runs safely.
• Have a licensed electrician install any generator that connects to your home's wiring. A generator wired in wrong can send power back onto the lines and endanger crews.
• Store fuel safely away from the house.
• Install battery-powered carbon monoxide alarms.

Home batteries paired with solar are another option. The city promotes solar and battery programs, which our utilities guide describes.

Downed lines

Stay away from every downed wire and broken pole and assume it is live. If a line falls on your car while you are inside, stay in the car. If fire or another danger forces you out, the city says never to touch the car and the ground at the same time. When using a ladder or working on the roof, watch for overhead lines.

An outage kit

The city's outage guidance calls for supplies for several days and its PSPS page suggests a three-day supply refreshed every year. The city's family preparedness page goes further and recommends 14 days of supplies for earthquakes. A basic outage kit includes:

• Flashlights and spare batteries for each person
• A battery or crank radio and power banks for phones
• Water, food that needs no cooking and a manual can opener
• Medications and a cooler for anything that needs to stay cold
• Cash, since card readers and ATMs may be down
• A full gas tank or a charged electric car

Write down a meeting place and an out-of-area contact in case cell service fails too. Our earthquake safety guide covers a fuller kit.

Frequently asked questions