Power quality problems can be dangerous.

They can potentially cause home electrical fires, electrocutions, damage to appliances and electronics, and even community wildfires in dry climate regions.

Ting helps you protect your family and home from electrical fires, and while on the job can also reveal how 'healthy' the power in your home really is.  Not all power quality problems are dangerous.  Assuredly, Ting distinguishes those that are.

Learn more about common power quality problems

Utility Fire Hazards (UFHs)

Importantly, as part of your Ting Service, we will alert you if Ting deems hazardous any power quality problems, in the form of a Utility Fire Hazard (UFH) notification.

Ting Sensor app home screen indicating a utility fire hazard
If Ting determines power problems are hazardous...

We will alert you via the Ting Sensor app and via email, phone, and/or SMS.  And, we'll guide you at every step until the issue is remediated by your Electric Utility.

Scroll down to learn more.

If Ting has identified a Utility Fire Hazard (UFH), this means that your Electric Utility company is sending dangerous power into your home. We'd love to contact your utility directly on your behalf, however, most will only work with you, their direct customer.  Not to worry, we'll guide you along.

It is imperative that you contact your Electric Utility to instruct them to correct this problem as soon as possible.  To assist you, we’ve outlined a few basic steps below that you'll need to take.  We also include a communication template below for reporting the issue to your Electric Utility.

Take action immediately - here's how

We've found that emailing your Electric Utility company works relatively well.  Forwarding your most recent Ting Home Monitoring Email and requesting assistance is an easy way to make contact, assuming your Electric Utility has an email address for support.

Contacting Your Electric Utility

The guidance below assumes a support email address is available for your Electric Utility provider.  If you don't see one on their website or in a recent email from them, calling them and asking for an email address would be a great next step.  If you're not sure how to proceed, please don't hesitate to let us know by emailing us at [email protected].

What you'll need:

> Your home address

> Your Electric Utility company account number
Including your account number is not required but recommended

> Your most recent Ting Home Monitoring email
These are sent weekly to the email used to activate your Ting Service; you will be forwarding this email to your Electric Utility company

> A help or support email address for your Electric Utility Company
Most Utilities provide a support email address.  However, this is not always the case.  Normally this can be found on an electric utility bill, in email communications from your electric utility company, or online on their website.  

Next, perform these steps:

(1) Open your most recent Ting Home Monitoring Report email, and click ‘Forward’. Then:

> Enter your Electric Utility company’s support/service email address in the “To” line

> Replace the subject line with the following:  Subject: Dangerous Power Quality and Fire Hazard at My Home

(2) Next, select and copy all the text in our communication template.  You can view this template by clicking the yellow button below.  Once it appears, select and copy all the text.

My Account #: < your account #> 

To whom it may concern:

I have installed an accurate, reliable, and high-resolution power quality monitor in my home (Ting, by Whisker Labs). Ting has been detecting dangerous electric power being delivered to my home. This is likely the result of a dangerous Loose Neutral condition on the utility side of the electric meter. Please see details in my Ting Home Monitoring Report included below. {only include this next sentence if factual}. I have also been experiencing flickering lights in my home.

I am requesting that <UTILITY NAME> send an experienced Troubleman (not a standard technician) to my home immediately to complete diagnostics and mitigate this hazard.

To be clear for the record, <UTILITY NAME> is delivering dangerous power to my home that has the potential to cause one or more of the following:

  1. an electrical fire in my home

  2. an electrocution risk

  3. damage or destruction of devices and appliances in my home, and

  4. {only include #4 if your home is in a wildfire-prone area} a community wildfire 

Please share this information to whomever is necessary to get this problem corrected ASAP. Please contact me with any questions you may have.

Thank you,

<YOUR NAME>
<YOUR ADDRESS>
<YOUR PHONE NUMBER>

(3) Paste the copied text into the body of your email.

After pasting the text into your email, make the proper adjustments to any text in orange:

> Adjust the orange text as required with your information.  For instance, replace <UTILITY NAME> with the name of your Electric Utility company.

> Remove any text which does not apply to your situation.  For instance, utilities often respond faster to complaints of flickering lights, but please only include this sentence if it is factual.  The data in your weekly Ting email should be sufficient to prompt action by the utility.

(4) You're all set - click 'send'.

Important Reminder

Our experience suggests that some Utilities can be slow to respond. Our experience also suggests being direct and persistent in your communication is important. 

Ting's extensive history in identifying these hazards is particularly strong; it is rare for a Utility not to find and fix a problem Ting has identified. We encourage all of our customers to remain vigilant until this fire hazard is resolved.

If you have any questions or concerns or require further assistance, our expert team at [email protected] will be happy to assist you!

Common power problems

The power delivered to your home is typically supplied at 120 volts (V), +/- 10%, so the normal range can be from 108V – 132V. The most common power quality problems are:

  • Surges:  events when voltage spikes to values >132V for a period of time that could cause damage to devices and appliances. The severity of a surge is determined by both the amplitude of the spike (how high did the voltage go), and the time duration of the spike. Just because voltage exceeds 132V for a very brief period does not mean that the event was technically a surge. Ting considers all factors when determining whether an event was a true surge.

  • Brownouts (sometimes referred to as sags): events when the voltage drops below 108V for a period of time that could cause damage to devices and appliances. The severity of a brownout is determined by both the amplitude of the drop or sag (how low did the voltage go), and the time duration of the drop. Just because voltage drops below 108V for a very brief period does not mean that the event was technically a brownout. Ting considers all factors when determining whether an event was a true brownout.

In many cases, a single power quality event, or problem, will not necessarily cause damage (depending on the severity), but an accumulation of power quality problems can lead to damage to important devices in your home.

Learn more about power quality.

Below are a few resources about power quality and steps you can take to help prevent damage to your devices.