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CMP Alerts frequently asked questions

CMP Alerts – Frequently Asked Questions

General

What are CMP Alerts?
CMP Alerts is a service that allows you to receive important information for your home or business.

Outage Alerts: receive information when a power outage occurs including our estimate of when the power will be restored.

Usage Alerts: receive updates and alerts about your electricity usage and cost - all provided by your smart meter. 

Will I automatically receive CMP Alerts, or do I have to sign up?
Please sign up for CMP Alerts so you can get the information you need the way you want it.

How do I sign up for CMP Alerts?
To sign up for CMP Alerts, please log in to your online CMP 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 CMP 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 CMP Alerts right away?
You will be able to start receiving CMP Alerts about an hour after you sign up.

I signed up to receive CMP Alerts by text message but I have not received any. Why not?
The first time you add a mobile phone number to receive CMP 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 CMP 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 Usage Alerts on the same phone number, your phone is already verified and you will start to receive Usage Alerts without the need to confirm your enrollment again.

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 CMP Alerts?
The number of messages you receive will vary based on the types of alerts you choose to receive and the preferences you set.

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

Can I receive CMP Alerts about my home for more than one phone number and/or email address?
Yes, you can add up to five contacts for each type of delivery method. (text message, email, and/or voice message)

I have multiple CMP accounts in my name. Can I receive CMP Alerts for all my accounts?
Yes. You can sign up to receive CMP Alerts for each account in your name. Please set your contact information and preferences for each account.. If you choose to receive Outage Alerts and a power outage is affecting your service at multiple locations, you will receive separate Outage Alerts 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 Outage Alerts for her account?
Yes. Simply have the account holder add your contact information to receive CMP Alerts for that person's CMP 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 have signed up to receive Outage Alerts and we detect a power outage at your location, you will receive Outage Alerts. We use several factors to determine which customers are affected by a power outage, including information from smart meters and reported outages by customers. Sometimes our outage prediction will miss some customers that are affected by a power outage, so they would not receive outage alerts. You can always check our online outage map or outage listing page to see if there is an outage in your area.

If I’m away from home for an extended period of time, can a friend or relative receive Outage 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 CMP 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 CMP 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 CMP 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 Outage 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 Outage 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  information from smart meters and reported outages by customers. Sometimes our outage prediction will miss some customers that are affected by a power outage, so they would not receive outage alerts. You can always check our online outage map or outage listing page to see if there is an outage in your area..

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  information from smart meters and 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 CMP 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 1-800-696-1000. There may be additional damage at your location that caused the outage.

Can I still call CMP to report an outage even if I’m signed up for CMP Alerts?
Yes. You can report an outage online or by calling our outage line at 1-800-696-1000.

Usage Alerts

I signed up for Usage Update alert? When will I receive it?
You'll receive a weekly alert with your current bill-to-date progress, leading up to your bill each month. this alert is sent 7, 14, 21, and 28 days from when your billing period started, so the day you receive the alert may change from month to month.

I set a Do Not Disturb time. Will that affect when I receive Usage Alerts?
The Do Not Disturb time only applies to Outage Alerts.

I received a Usage Change Alert. What does this mean?
Usage Change alerts let you know when there has been a change in your electricity usage. There are a number of factors that can affect your electricity use. For example, you might have a faulty device or appliance in your home, such as a water pump being stuck on. Or you might receive this alert if you make a large seasonal change in your electricity usage, such as using a pool in the summer, or using a heat pump or electric heat during the winter. Or, your usage may change based on the number of people at your house. Your electricity usage is probably a lot lower when you're away on vacation, and may go up if you have friends or family staying with you.

If you want to learn more about your electricity usage, you can use Energy Manager service, enabled by your smart meter. Click here for more information about Energy Manager.

Why don't I see an option to choose Usage Alerts after I sign in to my account and go to the CMP Alerts enrollment page?
Usage Alerts are available to residential and small business customers that have a smart meter. A small number of customer that have more than one meter on their account may not be able to receive Usage Alerts at this time. If you want more information on this, please contact us and provide your account number and name so we can look into it for you.

The electricity cost shown in my Usage Alerts does not match my bill. Why not?
Usage Alerts provide an approximate cost for the electricity used during your current billing period. Some costs aren't included, such as taxes, prior balances, or late fees. Also, part of your electricity cost comes from your electricity supplier. You can choose from several electricity suppliers and pricing options, and the supply price we use for Usage Alerts may not match the electricity supply choice you have chosen.

I used to receive Usage Alerts but I haven't received any lately. Why not?
Usage Alerts use information received each day from your smart meter. If we are not receiving information regularly from your smart meter, it may delay or prevent Usage Alerts from being sent to you. Also, if your smart meter was recently replaced, you may not receive Usage Alerts until your next billing cycle. Please contact us and provide your name and account number so we can follow up on this for you!

Other information

How do I know the text message, email, or voicemail I received is really from you and is not spam?
CMP Alerts will be delivered from the following numbers or email addresses:
Text message: CMPTXT (267898)
Email: no-reply@cmp-alerts.com
Voice message: 1-800-750-4000

Can I respond to an alert I receive by email? Will I receive a response back?
CMP 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 or click here to contact us.

Changing or ending your CMP Alerts communications

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

What happens if I change my cell phone number?
Before you change your cell phone number, text STOP to CMPTXT (267898) to stop receiving CMP 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 CMP Alerts any more. How do I stop?
Text STOP to CMPTXT (267898) to stop receiving CMP Alerts by text message at that number. You can also log in to your online account and remove your contact information.

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.