FAQ's
How do I report a power outage?
Call the number below for your service area to report an outage through our automated system.
-
Foley & South Baldwin Area: 251-943-4999
-
Eastern Shore Area: 251-625-4999
How long will my power be out?
Restoration times depend on the extent and location of storm damage. Our crews work as quickly and safely as possible to restore service, but some outages may take longer than others.
For updates, visit our Outage Viewer and follow Riviera Utilities on social media.
How does Riviera decide which outages to restore first?
Power restoration happens in stages. Our crews begin with substations, which serve as the main hubs of our electric system. Next, we restore major distribution lines that carry power to larger areas.
From there, we prioritize critical services, including hospitals, emergency responders, fire stations, police stations, and shelters. We then focus on other essential services, such as grocery stores, before moving to neighborhoods and smaller groups of customers. Finally, crews work to restore power to individual homes and businesses.
Our goal is to restore power to as many customers as safely and quickly as possible.
Should I report my outage more than once?
No. Once your outage has been reported, you do not need to report it again unless your power returns and then goes out again. Repeated reports will not speed up restoration.
How do I know if Riviera is aware of my outage?
You can check our Outage Viewer to see reported outages in your area. If your outage is not showing, please report it using the numbers above.
What should I do if I smell natural gas after a storm?
Leave the area immediately. Do not use light switches, electrical devices, vehicles, or anything that could create a spark. Once you are a safe distance away, call 911 and Riviera Utilities to report the suspected leak.
Where are your crews?
Our crews are prepared to respond, but their safety comes first. Restoration work cannot begin until weather conditions are safe, including wind gusts falling below 35 mph and the passage of severe weather.
Once conditions allow, our teams assess damage, identify hazards, and begin restoring service.
My neighbor has power. Why don't I?
Even neighboring homes may receive power from different lines or equipment. Damage to your home's service line, meter, or electrical equipment may also prevent your power from being restored.
If your neighbors have power and you do not, please make sure your outage has been reported.
A crew is working in my neighborhood, but they aren't from Riviera. Who are they?
During major storms, Riviera Utilities may receive help from mutual aid crews from other utility companies. These trained professionals work alongside our employees to restore service as quickly and safely as possible.
If you have questions about crews working in your area, please contact Riviera Utilities.
Storm Safety & Preparation
What does "First 72 on You" mean?
After a major storm, emergency services and utility restoration may take time. Every household should be prepared to care for itself for at least 72 hours.
Keep a three-day supply of drinking water, nonperishable food, medications, medical supplies, toiletries, and other essentials for everyone in your household, including pets.
What should I do if I see a downed power line?
Stay away and never touch a fallen or hanging wire. Always assume power lines are energized, even if they appear damaged or inactive.
Keep others away from the area and call 911 immediately. Notify Riviera Utilities when it is safe to do so.
How can I stay safe after a storm?
Avoid downed power lines, damaged electrical equipment, fallen trees, and standing water near electrical hazards. Never attempt to move a power line or remove debris touching electrical equipment.
Stay clear of damaged areas until emergency responders or utility crews determine they are safe.
How do I safely use a generator?
Never plug a generator into a wall outlet to power your home. This can send electricity back into utility lines, putting your family, neighbors, and utility workers at risk.
Always operate portable generators outdoors, at least 20 feet from doors, windows, and vents. Never use a generator inside a home, garage, or enclosed space, or expose it to rain or standing water.
I rely on electricity for medical equipment. How should I prepare?
If someone in your household depends on electricity for medical equipment, refrigerated medication, or other essential needs, make a backup plan before severe weather arrives.
-
Talk with your medical provider about preparing for an extended outage.
-
Have necessary medications, supplies, and safe backup power available.
-
Identify a safe place to go if you lose power, and arrange transportation ahead of time.
-
Monitor Baldwin County Emergency Management Agency (EMA) for shelter and emergency assistance information.
Additional local resources may include Baldwin Regional Area Transit System (BRATS) for transportation assistance and the Baldwin County Council on Aging for senior preparedness programs.
Do not wait until your power goes out to make these arrangements. Restoration times cannot be guaranteed during major storms.
Property Damage & Cleanup
Who is responsible for repairing my meter or electrical equipment?
Riviera Utilities is generally responsible for the electric meter and utility service line. Customers are responsible for the meter can and certain electrical equipment attached to their home or business.
If customer-owned equipment is damaged, a licensed electrician must make the necessary repairs before service can be safely restored.
Visit our Utility vs. Customer Responsibility page for more information.
What should I do if my meter pole or service line is damaged?
Stay away from damaged electrical equipment and contact Riviera Utilities. Depending on the damage, you may need to hire a licensed electrician before power can be restored.
Under Riviera Utilities' electric service policy, certain damaged overhead secondary services must be replaced with underground service. Contact our Electric Engineering Department for guidance.
Who is responsible for cleaning up storm debris?
Riviera Utilities and its contractors may cut trees and limbs to safely access and repair utility equipment, but they do not collect or remove storm debris from private property.
Property owners are responsible for debris cleanup. Contact your local city or county government for information about storm debris collection.
Where should I place storm debris for pickup?
Do not place debris beneath power lines, near utility poles, or around electrical equipment. Debris in these areas can delay repairs and create safety hazards for our crews.
Follow your local city or county's debris collection guidelines.
