Nashville Electric Service customers receive incorrect power restoration texts

NASHVILLE, TN (WSMV) — An unknown number of Nashville Electric Service customers are receiving text alerts claiming their power has been restored when they remain without electricity, adding confusion during widespread outages affecting more than 100,000 customers still without power.

Kelli Phillips told WSMV4 Investigates that she received a text from NES at 1:21 a.m. telling her power was back on while ice coated her neighborhood and her home remained freezing.

“It’s concerning that the alert system failed in that way,” Phillips said.

WSMV4 meteorologist Melanie Layden also received an incorrect restoration text.

“We got a text from N.E.S. saying, your power has been restored. We were so excited. And then it turns out that our neighbor told us, actually, no, no one in the neighborhood has power,” Layden said.

Widespread reporting of false alerts

Customers across the city are reporting similar experiences, receiving texts that outages at their homes have been resolved while still without power. Many customers have had to text back to report that they still lack electricity.

Phillips said the false alerts create additional problems for displaced residents trying to decide whether to return home.

“I have neighbors that have had to leave, you know, their homes and not know what they’re coming back to. And they were ready to try to come back, leave their hotel and possibly lose a room that had power and heat. So that’s concerning that the system is not updating it,” Phillips said.

NES explains new alert system

Brent Baker, NES vice president of utility operations, acknowledged the importance of accurate information for customers. He said the text alert system was created within the last year.

Baker believes power may be briefly restored, triggering the alert, before damage to lines causes electricity to go back off.

“But with such widespread damage, we appreciate the patience that customers are showing,” Baker said.

However, customers tell WSMV4 Investigates their power never came back on before receiving the restoration texts. Phillips said she has not left her home and still received the incorrect notification.

“It’s frigid. It’s in the 30s in our house right now,” Phillips said.

NES officials said they are not currently tracking how many incorrect texts are being sent, but acknowledged it would be a good suggestion to monitor the issue.

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