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RGE Alerts frequently asked questions

RGE Alerts – Frequently Asked Questions

General

What are RGE Alerts?
RGE Alerts is a service that allows you to receive important outage information for your home or business, such as when a power outage occurs and when we estimate power will be restored. You can choose to receive alerts by text message, email, or voice message - or any combination.

Will I automatically receive RGE Alerts, or do I have to sign up?
Please sign up for RGE Alerts so you can get the information you need during an outage.

How do I sign up for RGE Alerts?
To sign up for RGE Alerts, please log in to your online RG&E account here, or it’s easy to create an account if you don’t have one.

Once you log in to your account, click the “Manage RGE Alerts” button. Add your contact information for the alerts you want to receive, check the box to agree to the terms and conditions, then click the “Save Preferences” button at the bottom of the page. (Note: if you choose to receive alerts by text message, you will receive a text message on your mobile phone asking you to confirm your enrollment. Reply ‘Yes’ to that text message to complete the enrollment.)

Does it cost anything to use this service?
This is a free service for you, but standard text message and data rates from your cellular provider may apply. Check your mobile plan for details.

Once I sign up, will I start receiving RGE Alerts right away?
You will be able to start receiving RGE Alerts about an hour after you sign up.

I signed up to receive RGE Alerts by text message but I have not received any. Why not?
The first time you add a mobile phone number to receive RGE Alerts by text message, we'll send a text message to that phone to confirm your enrollment. Reply "YES" or "Y" (without the quotation marks) to confirm you want to register your phone to receive RGE Alerts. You will only need to do this once per phone, not for each type of Alert you choose to receive. If you previously confirmed your enrollment for Outage Alerts, and later choose to receive Meter Alerts on the same phone number, your phone is already verified and you will start to receive Meter Alerts without the need to confirm your enrollment again.

Why didn't I receive a registration confirmation text message?
There are a few different scenarios that can cause a user not to receive a registration text message.
Unsupported mobile carrier:  At this time, TEXTUI is supported by major mobile phone carriers and most others.  We are continually looking for ways to enhance TEXTUI and anticipate adding more mobile carriers in the future.
Text messaging blocked:  If your mobile carrier is supported, you may have a setting on your mobile phone's account that is blocking incoming text messages.  Please contact your mobile provider to ensure that text messaging is enabled.
Short code messaging blocked:  If your mobile carrier is supported, you may have a setting turned on for your phone's account that is blocking short code messages. Short code messages are any messages that come from a short number such as 839-884 (TEXTUI). Please contact your mobile carrier to change your account setting to allow short code messaging.

I replied YES to the confirmation message I received, but I got an "invalid response" message back? Why isn't it working?
Please reply with exactly "YES" or "Y" (without the quotation marks) with no other characters or punctuation in your response. If you have added an automated signature to your text message, remove those words or characters so that your response is exactly "YES" or "Y" (without the quotation marks.

How often will I receive RGE Alerts?
The number of messages you receive will vary based on the preferences you set, and when power outages occur.

How will I receive RGE Alerts?
You choose how you want to receive RGE Alerts. You can receive them by text message, email, and/or voice message – choose the options that work best for you!

Can I receive RGE Alerts about my home for more than one phone number and/or email address?
Yes. You can add as many phone numbers or email addresses as you would like.

I have multiple RG&E accounts in my name. Can I receive RGE Alerts for all my accounts?
Yes. You can sign up to receive RGE Alerts for each account in your name. Please set your contact information and preferences for each account. If a power outage is affecting your service at multiple locations, you will receive a separate alert for each location.

Outage Alerts

I have an elderly mother who lives alone and I would like information about outages impacting her. Can I receive RGE Alerts for her?
Yes. With the account holder’s authorization, you can be added to receive RGE Alerts for someone else’s RG&E account.

I have a seasonal camp that I use in the summer, but I leave power on when I'm not there. Will I receive Outage Alerts if my camp loses power?
If you signed up to receive RGE Alerts and we detect a power outage at your location, you will receive Outage Alerts. However we can't guarantee that we will detect all outages, so you may not receive Outage Alerts even if your camp loses power.

If I’m away from home for an extended period of time, can a friend or relative receive RGE Alerts for my account?
Yes, just add your friend or relative's contact information in your preferences. You can add up to five contacts for each type of delivery method (text message, email, and/or voice message).

Will I get RGE Alerts 24 hours a day?
Yes. Power outages can occur at any time, and if there are certain hours you would not like to receive messages from us, you can set a Do Not Disturb time period. When you sign up for RGE Alerts, the default setting for this preference suspends alerts between 10 PM at night and 8 AM the next morning. You can change this setting by logging in to your online account.

I would rather receive alerts only during the day.
You can set your own Do Not Disturb time period. When you sign up for RGE Alerts, the default setting for this preference suspends alerts between 10 PM at night and 8 AM the next morning. You can change this setting by logging in to your online account.

Will I begin receiving alerts as soon as I sign up?
You’ll be able to start receiving Outage Alerts about an hour after you sign up. Once you sign up for Outage Alerts, we will notify you when we detect a power outage at your location, and provide an estimated time when power will be restored. We will notify you if that estimated time changes, and we will notify you once power has been restored.

My power is out now. Can I sign up and get alerts now?
If you sign up for Outage Alerts while your power is out, you will be able to start receiving outage alerts in about an hour.

Will you notify me with estimated restoration times for outages?
Yes. You will receive outage alerts with the time we estimate power will be restored. If we update that time estimate, we will send you another alert.

Will I receive notifications even if I didn’t report an outage?
Yes. If you have signed up for RGE Alerts, you will receive an alert if we detect a power outage at your location, based on our outage prediction models.

The estimated restoration time has passed and my power is still out. Do I need to report my outage again?
No. If your power is out, our first priority is to get your power back on as quickly and safely as possible. We will do our best to keep you informed and provide estimated restoration times that are accurate and up to date.

My power is out but I did not receive an alert. Why not?
We use several factors to determine which customers are affected by a power outage, including reported outages by customers. Sometimes we may not predict every customer that is affected by a power outage.

Also, messages we send could get delayed or not delivered by your wireless carrier if your wireless signal is poor, or there is extremely high wireless traffic.

Why did I receive an alert that says my power is out, but I never lost power?
We use several factors to determine which customers are affected by a power outage, including reported outages by customers. Sometimes we may predict that a nearby outage caused you to lose power when it really didn’t.

Why did the time change for when you estimate power will be restored?
When a power outage occurs, we estimate when power will be restored using the best information we have at the time. As we gather more information about the cause of an outage, or the repairs that are needed to safely restore power, we may update the estimated time power will be restored. You will receive an alert with the new time estimate, as well as confirmation when your power has been restored.

I received an alert that my power is out, but there is no time estimate for when power will be restored. Why?
Sometimes severe weather can cause extensive damage and widespread outages. In these cases, damage assessment is more complex. Severe weather may linger and, of course, securing public safety is the first priority and providing an estimated time when power will be restored may take a bit more time. We will send updates with an estimated restoration time. 

What should I do if I receive a RGE Alert saying my power had been restored, but my lights are not on?
Please check the circuit breaker at your property. If resetting circuit breakers does not restore power, please report your outage online or by calling 1.800.743.1701. There may be additional damage at your location that caused the outage.

Can I still call RG&E to report an outage even if I’m signed up for RGE Alerts?
Yes. You can report an outage online or by calling our outage line at 1.800.743.1701.

 

Other information

How do I know the text message, email, or voicemail I received is really from you and is not spam?
RGE Alerts will be delivered by text message from RGETXT (743898). RGE Alerts will be delivered by email from no-reply@rge-alerts.com.
RGE Alerts will be delivered by voice message from 1.800.743.2110.

Can I respond to an alert I receive by email? Will I receive a response back?
RGE Alerts are an automated service and the email address that delivers alerts is not monitored. There are several links provided in the email alert that you can use to contact us.

 

Changing or ending your RGE Alerts communications

I am moving to a new house. Will I still receive RGE Alerts?
When you move, you will have a new RG&E account number for your new address. Please sign up again with your new RG&E account number here to receive RGE Alerts.

What happens if I change my cell phone number?
Before you change your cell phone number, text STOP to RGETXT (743898) to stop receiving RGE Alerts at that number. You can also log in to your online account and delete your cell phone number, and to add your new cell phone number.

I don’t want to receive RGE Alerts any more. How do I stop?
Text STOP to RGETXT (743898) to stop receiving RGE Alerts by text message at that number. You can also log in to your online account and remove your contact information, or uncheck the box that says “Send me RGE Alerts” near the top of the page.

We want your feedback! Please click here and tell us why you no longer want this service or what we can do to improve this service for you. Thank you.