SPOTT Alerts: Status of Power Outages Through Text Alerts

 

SPOTT Alerts Logo

 

A Member’s Best Friend During a Power Outage

Randolph EMC’s new outage text alert program—SPOTT Alerts—provides a convenient way to stay connected during a power outage. Using the everyday accessibility of text messaging, we can quickly and easily communicate about power outages.

Using SPOTT Alerts gives you peace of mind knowing that you won’t be caught by surprise. You’ll have access to the best information we have available so that you can make plans. Participating is easy—simply list your mobile number(s) on your Randolph Electric account, then text TEXTREMC to 1-877-736-2633. You'll also want to save this number to your contacts so you can quickly report your outage when necessary. PLEASE NOTE: Standard text and data rates may apply.

The next time you experience a power outage, just text our outage reporting hotline at 1-877-736-2633 using the following prompts (keywords):

1-877-736-2633

Number to text to communicate about REMC power outage

TEXTREMC

The initial text to send to opt-in to participate in the text program (number must be on file in your REMC account to activate)

OUT

Report an outage at service address associated with number

STATUS

Request the status of an outage (not available during widespread outage situations)

QUIT

Cancels participation in outage text alerts

HELP

Provides information about REMC’s text program & a number to call for additional support

 

Please note that only these keywords will work with the text program. Additionally, during widespread outage situations, status updates may not be available.

Please see our Frequently Asked Questions section below for more detailed information about how SPOTT Alerts work. 

 

 

 

Meet SPOTT the dog image

Meet SPOTT

When the lights go out, turn to SPOTT to give you the Status of Power Outages Through Text Alerts.

He’s quick to respond, reliable & a doggone good friend to have—especially during a power outage!

SPOTT not only helps REMC sniff out power outages, he watches out for you, too, with status updates and outage restoration notices.

So, make sure your mobile numbers are listed on your REMC account to enroll in SPOTT Alerts today! 

Download SPOTT's Contact Info & Store It in Your Phone!

 

 

Update your contact information now to have access to this convenient new service!

 

ONLINE

Update your account information easily and at any time by logging in to your account on the the Online Member Service Portal at RandolphEMC.com. Phone numbers and email are listed in the "Account Profile" section. Please note that mobile numbers may be listed in any phone number field, regardless of how that field is labeled. For example, a number listed in the "Fax" field does not have to be a fax number. The text alert system will recognize a mobile number in any field formatted for a phone number.

EMAIL

Email General@RandolphEMC.com with up to four mobile numbers you'd like listed on your account.

BY PHONE

Connect with a Member Service Specialist for assistance by calling (800) 672-8212 in Asheboro 
or (800) 868-7014 in Robbins.

 


 

SPOTT Alerts Frequently Asked Questions

What are SPOTT Alerts?

  • SPOTT Alerts stands for STATUS of Power Outages Through Text Alerts. It is a notification service that enables members to report outages and receive outage restoration updates. The program is available without charge to all residential REMC members. Please note that standard message and data rates may apply through your carrier.

How do I participate in SPOTT Alerts?

  • First, list your mobile number(s) on your Randolph Electric account, then text TEXTREMC to 1-877-736-2633. You'll also want to save this number to your contacts so you can quickly report your outage when necessary. PLEASE NOTE: Standard text and data rates may apply and it may take up to one day for changes to your account to take effect.

Can my spouse and I both get alerts about our account on each of our phones?

  • Yes, you may register up to 6 phone numbers to receive alerts from the same account.

I have accounts at multiple locations. Can I get alerts about each one at my mobile number?

  • You may have one number associated with up to four locations

  • If you have five or more locations, you’ll be asked to call to report your outage

I reported an outage and then texted STATUS but the message said there was no outage for my account. Why is this happening?

  • It can take a few minutes before your outage is entered into our system. Please wait a few minutes and then text STATUS again. If you get another message that says there is no outage, please text OUT again to ensure that we enter your outage into our database.

I texted my outage hours ago, but haven’t gotten a STATUS update. What’s going on?

  • In most cases, in order to receive a STATUS update, you must text STATUS to 1-877-736-2633. REMC will only push a STATUS notification to members if a significant event occurs that will impact restoration efforts. You should receive a text notification from REMC when power has been restored.

  • During major storm events or other times when there is a high volume of outages, STATUS updates may not be available. We will instead communicate about outage restoration progress through more traditional channels, including newspaper, TV, radio, RandolphEMC.com and our Facebook and Twitter pages.

  • It is also important to remember that an Estimated Time of Restoration (ETR) will not always be available. We attempt to estimate the time of restoration to allow you to plan and safely await restoration, but ETR is only an estimate. We may have to update the estimate based on a number of factors, such as evaluation of damage from an onsite crew, changing weather conditions, additional problems that occur or any specialty crews or equipment needed for repairs once the damage is assessed. We do our best to keep you aware of updated information.

I texted a question to REMC about my outage. Why haven’t I received a response?

  • Outage texting is an automated process through our outage management system, and relies on keywords to communicate. Following are the only keywords allowed to communicate about an outage via text:

 

TEXTREMC

Opts member into the outage text alerts

OUT

Reports an outage at service address associated with number

STATUS

Requests the STATUS of an outage

QUIT

Cancels member’s participation in outage text alerts

HELP

Provides information about REMC’s text program & a number to call for support

My power came back on overnight, but I didn’t receive a message that it had been restored. Why?

  • As a courtesy to our members, automated text updates are disabled between 12 midnight and 6 a.m. 

My neighbor watches my house when I travel. Can I have alerts sent to her phone?

Yes, you may register up to 6 phone numbers to receive alerts from the same account. Please don’t sign up someone to receive alerts from your address without their permission.

My mother is elderly and lives alone. Can I get text notifications from her account?

  • Yes, with the account holder’s authorization, you can register your number to receive alerts for their account.

My neighbor’s power is out, but they are not registered for SPOTT Alerts. Can I report the outage for them via text?

  • No.  You or your neighbor should call REMC at 1-877-736-2633 to report the outage. You may only report an outage via text message for the locations associated with your mobile phone. Your neighbor may register for the program by texting TEXTREMC to 1-877-736-2633. Standard message and data rates may apply.

Why did the text message come out-of-order?

  • We send messages to you in order, but your cell phone carrier does not guarantee that messages will be delivered in order. If you get two messages in a row, you may have to scroll up to see both messages on the cell phone screen.

Why does the system say “There was a problem with your message?”

  • If you have a signature line automatically set up for your outgoing messages, this could prevent the system from understanding your message.

  • You may have misspelled a word.

  • There could be a temporary service interruption.

  • Please wait a few minutes and try again.

Why are some of the numbers/words in the message highlighted or underlined?

  • In text messages, highlighted or underlined text is a hyperlink that you can touch, such as a website or phone number that can automatically be dialed.

Why am I getting multiple alerts on my cell phone?

  • Your cell phone may be registered to receive messages from more than one account.

  • You will get additional alerts if REMC sends a significant STATUS alert or if power has been restored.

If my estimated restoration time has passed and I am still without power, do I need to text OUT again?

  • No. While the estimated time of restoration (ETR) may have passed, our crews are still working hard to restore your power. We will update the estimate based on a number of factors, such as evaluation of damage from an onsite crew, changing weather conditions, additional problems that occur or any specialty crews or equipment needed for repairs once the damage is assessed.

  • While we do our best to keep the ETR up-to-date and to keep you aware of updated information, our first priority is getting your power back on. You can text STATUS to 1-877-736-2633 at any time to see your latest ETR and update. You will receive a text when your power is restored. If you receive a message indicating that your power has been restored but you are still without power, please check your property’s breakers and re-report if necessary by texting OUT to 1-877-736-2633.

What if I received a text message stating my power has been restored, but my lights are still not coming on?

  • Please first check the circuit breaker at the property. If power is still not restored after checking the breaker, either text OUT or call 1-877-736-2633 to re-report the outage. There may be additional damage at your location that REMC was not previously aware of when making the original repairs.

How much does texting cost?

  • Text alerts are offered at no charge by Randolph EMC. However, your cell phone provider may bill you for text messages received and sent with this service. REMC is not responsible for these charges. Before using, check with your cell phone service provider for text message costs.

Can Randolph EMC guarantee delivery of text messages?

  • REMC cannot guarantee delivery of text messages. Your cell phone wireless carrier is responsible for transmitting text messages. Text message delivery may be limited by your cell phone plan or your provider’s wireless coverage area.  From time to time, the texting system may be unavailable and text messages cannot be sent by us. This could result in undelivered or untimely text messages.

What if I change my mobile phone number?

  • Prior to changing your phone number, text QUIT to unregister your account. When you receive your new phone number, be sure your account has been updated with the new number, then text TEXTREMC to 1-877-736-2633 to re-register your account.

What happens if my SMS text limit is reached?

  • Once your text limit is reached you will not receive any additional messages. Your text limit depends on the level of service you have with your carrier for number of texts by daily or monthly volumes.

What happens if I lose my phone and get it replaced?

  • As long as you keep the same phone number, you will continue to receive messages.  If you get a new phone number you will need to be sure your account has been updated with the new number, then text TEXTREMC to 1-877-736-2633 to re-register your account.

What happens if I move?

  • If you move to another location outside of Randolph EMC’s system, text QUIT from your current cell phone number to opt out of the program. Otherwise, your number will be removed from our database within three days.

  • If you remain a Randolph EMC member, but move to another location, please re-enroll in the program. First, text QUIT to 1-877-736-2633, then text TEXTREMC to 1-877-736-2633 to re-register your account with the new location.

How do I send text messages?

  • Each cell phone works differently. Check the instructions that came with your cell phone to determine how to send text messages from your device.

What if I no longer want to receive SPOTT Alerts from REMC?

  • To cancel your participation in SPOTT Alerts, text QUIT to 1-877-736-2633.  You will receive confirmation that you will no longer receive texts from Randolph EMC.