Outages 101: What happens when the power goes out?
Published: September 25, 2026
Summary
Outages trigger a step-by-step response. When we get reports of an outage, we send crews, assess the issue, make repairs, test and then restore power
Restoration times can vary due to factors like damage, weather, traffic and how easy it is to locate the problem
Repairs are prioritized by impact and safety. Critical services and large areas are restored first, followed by smaller, localized outages
Power outages can happen when you least expect them and they can be caused by all kinds of things, including animals getting into equipment, storms rolling through or other unexpected issues. Sometimes they last only a few minutes while other times, they can continue for several hours or longer.
Behind the scenes, restoring power is a coordinated, step-by-step process. Crews work around the clock both in the field and in our control room to bring electricity back safely and as quickly as possible.
Here’s a closer look at what happens during an outage and what you can expect.
Report an outage
Before crews can respond, they need to know there’s a problem. Outages are identified in a few different ways:
Automated systems detect disruptions on the grid
Customers report outages through phone, live chat or our online forms
Customers alert us on social media
Finding out if an outage is impacting your area
When the power goes out, getting timely and accurate information matters. There are several ways to check whether your area is affected — so you can choose the option that works best for you:
Interactive online outage map: A visual tool to see affected areas and view available restoration timelines
Email and/or text message outage notifications: Receive personalized alerts delivered directly to your inbox or mobile device
24/7 phone support: Call 416-542-8000 (press 1) to report an outage or downed wires
After an outage is reported, a series of steps are set in motion.
1. Crews are dispatched
Once notified, crews are sent out to investigate. Typically, we already have crews on standby ready to respond — and if we’re expecting inclement weather or planning for a major event in the city, we’ll bring in even more crews.
Like everyone else, they travel on city roads, so traffic and weather conditions can affect how quickly they arrive. Safety comes first, so crews travel carefully and follow all road and safety rules on their way to the site.
2. Damage is assessed
Before any repairs can begin, crews need to determine the cause of the outage. This step can take time, especially when:
The issue is underground
Damage is not immediately visible
Multiple pieces of equipment are involved
Pinpointing the exact problem is essential to restoring power safely.
3. Switching to an alternate power source
In some cases, crews may be able to temporarily reroute electricity using another part of the grid. This can restore power more quickly for some customers while repairs are still underway.
4. Repairs are completed
Once the issue is identified, crews begin repairs. While we aim to provide estimated restoration times, it’s not always possible to have the exact time — especially if damage is extensive or conditions are complex.
5. Equipment is tested
Before power is restored, crews test the system to ensure everything is working properly and safely.
6. Power is restored
Once testing is complete, power is restored to affected customers.
Why some outages are restored faster than others
If multiple outages happen across the city at the same time, restoration follows a prioritization process to ensure public safety and get the power back to the greatest number of people as quickly as possible.
1. Priority services
The first priority is critical infrastructure, including:
Hospitals
Emergency services (fire, police)
Essential citywide systems
2. Stations and feeder lines
Next, crews focus on repairing infrastructure that serves large groups of customers, such as substations and major feeder lines. Restoring these can bring power back to entire neighbourhoods at once.
3. Individual homes
Crews address smaller outages affecting:
Individual streets
Homes
Local businesses
We’re here to help, every step of the way
Every outage is different. Factors like weather, traffic, damage and location all play a role in how long restoration takes. But understanding the process can help make outages feel a little less uncertain.
Visit our Outage Hub for emergency preparedness resources and outage tools to help keep you informed during an outage.