RGE Alerts – Frequently Asked Questions
What are RGE Alerts?
RGE 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.
Meter Read Reminder Alerts: receive a bill based on actual energy usage each month when you provide a meter reading on the month's we're scheduled to estimate energy usage.
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 the way you want it.
How do I sign up for RGE Alerts?
To sign up for RGE Alerts, please log in to your online RGE 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 Read Reminder Alerts on the same phone number, your phone is already verified and you will start to receive Meter Read Reminder 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, RGE Alerts is supported by major mobile phone carriers and most others. US Cellular currently does not support sending text messages longer than 160 characters from company "short codes" such as 743898 (RGETXT). We are continually looking for ways to enhance RGE Alerts 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 743898 (RGETXT. 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 types of alerts you choose to receive and the preferences you set.
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 up to five contacts for each type of delivery method. (text message, email, and/or voice message)
I have multiple RGE 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 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.
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 RGE Alerts for that person'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 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 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 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 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 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 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 RGE 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.
Meter Read Reminder Alerts
I signed up for Meter Read Reminder Alerts. When will I receive my reminder?
View your next scheduled billing date, and the window to submit a meter reading, in the At-A-Glance box on your account detail page here. You will receive your alert in the beginning of this window. Keep in mind, this date can vary slightly from month to month.
How often will I receive a Meter Read Reminder Alert?
We have three options available: monthly, the months we’re scheduled to read or the months we’re scheduled to estimate. For assistance determining the option that meets your needs, click here. You can update your reminder options at any time.
Once I receive my Meter Read Reminder Alert, how much time do I have to provide my reading?
You will have 5 business days to submit your reading after you receive your alert. If we have access to your meter and we’re scheduled to read, we may obtain a reading for billing. If we do not receive a reading, we’ll estimate your usage.
I set a Do Not Disturb time. Will that affect when I receive Meter Read Reminder Alerts?
The Do Not Disturb time only applies to Outage Alerts.
Why don't I see an option to choose Meter Read Reminder Alerts after I sign in to my account and go to the RGE Alerts enrollment page?
Meter Read Reminder Alerts are available to most residential and small business customers. If you do not see this option and have further questions, please contact us and provide your account number and name so we can look into it for you.
Do I still need to provide access to my meter?
Yes, it’s important that we access our meter once a year for readings, inspection and maintenance. This is required by the NY State Public Service Commission.
Do I need to be signed up for both Outage Alerts and Meter Read Reminders to be able to use two-way texting?
You can be signed up for just Outage Alerts, just Meter Read Reminders or both Outage Alerts and Meter Read Reminders to use two-way texting.
I have multiple RG&E accounts in my name. If I text BAL, STATUS or READ how will I know which account I’m getting the information for?
You will receive a text asking you to select the account you want to view. For example, “reply 1 for 123 Main St, reply 2 for 456 Maple St.”
Is there a limit to the number of accounts I can have to use two-way texting?
There is no limit to the number of accounts you can have for two-way texting.
If I text BAL and I don’t have a balance due, what will the text message say?
Your text message will read “no payment due at this time.”
If I text STATUS to get outage information, how current will it be?
You will receive the most up-to-date information that we have at the current time.
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 from the following numbers or email addresses:
Text message: 743898 (RGETXT)
Voice message: 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 or click here 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 RGE account number for your new address. Please sign up again with your new RGE 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 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 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.
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.