Outage Alerts
Stay informed about utility outages affecting your service. To keep you up to date during an outage, the City of Palo Alto Utilities (CPAU) will text or call customers through the automated Outage Management System (OMS).
Please ensure we have a current mobile number on file so you can receive text alerts. Log in to MyCPAU to update your account information, contact us by email or call (650) 329-2161.
Automatic Outage Notifications for Customers
If we have your current phone number on file, we will attempt to let you know when your power is out through text message(s) or phone call notifications. If you recently updated the phone number for your utilities account, please allow up to 24 hours for processing.
If you simply want to view more about a current outage, you can go directly to our outage map.
Frequently Asked Questions
How do I receive text alerts?
Your mobile number must be on file with us to receive text alerts. CPAU will automatically enroll the mobile number(s) on file in your account. Visit your MyCPAU account online to update your contact information, email UtilitiesCustomerService@cityofpaloalto.org, or call Utilities Customer Service at (650) 329-2161.
If you do not wish to receive text message notifications about outages, you can reply STOP or QUIT when you receive an outage text.
What if I don't have a mobile phone?
If you do not have a mobile phone number or have opted-out of receiving text message notifications, you will receive an automated phone call from our interactive voice response (IVR) system during an outage event.
If you do not want to receive calls about outages, please wait for the end of the automated message for instructions on how to opt-out of phone call alerts.
View updates on our power outage map.
What hours will I receive phone calls?
Phone calls will only occur between the hours of 8 a.m. and 10 p.m. Customers will not receive a call for outages that occur or are restored outside of that time frame.
Which of my numbers will you opt-in or enroll for texting?
CPAU can enroll up to five mobile number(s) on file from your account.
Do I have to pay for text alerts?
CPAU does not charge customers for its texting alert service. However, your wireless carrier service fees may apply. Check with your service provider for the terms of your plans.
How do I report an outage via text?
If you are experiencing an electrical outage, you can text OUT to phone number (650) 496-6914 to report an outage. Follow the prompts to confirm your address and complete the outage report.
How do I report an outage by phone?
Please call Electrical Operations Dispatch at (650) 496-6914 to report an outage. You may select an option to receive a call back at your phone number with an update on power outage and restoration status.
What if I have more than one service location?
When reporting an outage at (650) 496-6914, follow the instruction prompts to opt-in the service locations for which you want to receive updates. If you have more than five service locations, the service will opt-in all locations for text alerts.
How do I receive status updates by text during an outage?
During an outage event, you can text STATUS to phone number (650) 496-6914 to receive an update on an outage event.
How often will I receive alerts?
You will receive notifications from CPAU's OMS automated notification service only during an outage event. Expect to receive at least two (2) notifications during an outage.
If I no longer want to receive outage alerts, how do I unsubscribe?
To stop receiving power outage text alerts, text STOP or QUIT to phone number (650) 496-6914. This action will discontinue text alerts.
If you do not want to receive calls about outages, please wait for the end of the automated phone call message for instructions on how to opt-out of phone call alerts.