Street Light Outage Reporting Q&A

Q. How do I report a street light outage?

A. Street light outages may be reported online at OncorStreetLight.com, by calling Oncor’s 24-hour outage hotline at 888.313.4747 or by sending an email to contactcenter@oncor.com. We ask that you provide basic contact information in case we need additional information or clarification so that we can locate and repair the light quickly.


Q. What information do I need to report a street light outage?

A. It is easier than ever to report street light outages at OncorStreetLight.com. Navigating the Google Maps interface allows you to identify street lights, guard lights and private lights. After clicking on the correct fixture, follow the prompts to easily report the outage. For help reporting your outage, refer to the site’s online tutorial.


Q. How do I know if a light is actually a street light?

A. If the light is facing the street, it is more than likely a street light. If the light is located in a back yard, alleyway or parking lot, it is probably a guard light or private lighting. At OncorStreetLight.com, street lights will be shown in yellow, guard lights are blue and private lights are shown in green. Clicking on the blue or green icons provides information on how to report a problem.


Q. If the light that is out is actually a guard or private light, how do I report it to get it repaired?

A. Repairs for these lights should be reported by the property owner where the light is located or to their retail electric provider. Clicking on the blue or green icons provides information on how to report a problem.


Q. Why can’t I find the street light I’m looking for on your map?

A. Lights may be owned privately, by a utility company other than Oncor, by a government entity (Texas Department of Transportation, North Texas Tollway Authority) or a city. For example, the cities of Arlington, Fort Worth, and Wichita Falls are some of the cities where Oncor delivers electric service, yet we don’t own most or any of the street lights. If you’re certain the light you want to report belongs to Oncor, but you still can’t find it on our map, please call 888.313.4747 or email contactcenter@oncor.com.


Q. If the light I am reporting is a highway light, how do I report it?

A. Call TxDOT’s toll-free customer complaint line at 800.558.9368. Operators are available Monday through Friday between 8 a.m. and 5 p.m.


Q. Why can’t I find my street on your map?

A. We use Google Maps. To report changes or corrections, please click here to report the issue to Google.


Q. Does Oncor own the street lights?

A. In most cities we serve, street lights are owned and maintained by Oncor. In some cases, cities, homeowners associations, planned developments, etc., choose to install and maintain their own street lights.


Q. How many street lights does Oncor maintain?

A. Oncor maintains more than 200,000 street lights across north Texas and approximately 200,000 street lights elsewhere in Texas.


Q. What causes street lights to stop working?

A. The street light is an engineered product that requires many components to function properly. An outage may be due to a bulb that has failed or something more complicated, such as power lines that are damaged in the vicinity of the street light.


Q. When can I expect the street light to be repaired?

A. The cause of a street light outage impacts the length of time necessary to resolve the problem. Most street light outages can be repaired within a few days. However, damage to facilities may require additional time to repair. Providing accurate and specific information when you report a street light outage will help expedite the process.


Q. How do I know if someone has come to check on a street light that is not functioning properly?

A. If we were successful in repairing the light, it should be operating shortly after we receive the outage report. If you provide either a telephone number or email address on our online reporting form, you can indicate if you would like to be notified when the repair is complete. Text or email notifications are the quickest way to receive confirmation that the repair has been completed.


Q. How do I know if the street light is out or simply not on? Is there a certain time of day that street lights begin to operate?

A. New street lights are often the first pieces of equipment installed in a new development but are not always energized. For safety reasons, the equipment may not become energized until a later date. Most existing street lights are operated by a device that senses available sunlight, called a photocell. Sensitivity among photocell devices may differ slightly, causing one light to come on before another. Shadows from structures or trees can also affect the operation of the light. If a street light isn’t operating after dark, when all other lights in the area are on, the street light may be in need of repair.


Q. Do I get charged for reporting or the repair of a street light that goes out in my neighborhood?

A. No. The cost for street light repairs is included as part of the monthly rate paid for street light service, which is typically paid for by your city.


Q. How do I report my neighborhood’s need for additional street lights?

A. Oncor does not determine the need for lighting. That determination is the responsibility of your city. We suggest that you contact your local city staff to discuss additional lighting.