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CPS Energy Alert - Frequentlly Asked Questions
Through CPS Energy Alert, customers will be notified when system-wide outages, likely the result of major storms or extreme temperatures, are possible. They also may be provided with instructions for actions that can be taken during a major outage event. In most cases, alerts will be informational -- customers will not be asked to respond or return the call or e-mail.
It is likely that you used to be a CPS Energy customer or your information used to belong to a CPS Energy customer. Please contact our dedicated alert line at 210-353-2255 and a customer service representative will help remove your information from our customer database.
There are two ways to customize your alert preferences. The easiest way is to use the Manage My Account feature on www.cpsenergy.com. If you are not enrolled, you can follow our easy process to sign up – you will need to know your customer account number. Once you are enrolled in Manage My Account, you would select the “Alert Preferences” link on the left navigation of the page. You can then specify additional phone numbers, email address or a text number (your plan rates will apply) for the emergency alerts. You may also customize your phone and text preferences through our automated phone support or talk to a customer services representative on our dedicated alert line at 210-353-2255 to help you with customizing your alert preferences.
There are two ways to customize your alert preferences. The easiest way is to use the Manage My Account feature on www.cpsenergy.com. If you are not enrolled, you can follow our easy process to sign up – you will need to know your customer account number. Once you are enrolled in Manage My Account, you would select the “Alert Preferences” link on the left navigation of the page. You can then specify additional phone numbers, email address or a text number (your plan rates will apply) for the emergency alerts. You may also contact a customer services representative on our dedicated alert line at 210-353-2255 to help you with customizing your alert preferences.
No, you may decline to receive CPS Energy Alert emergency messages by going to Manage My Account to opt out or by contacting our dedicated alert phoneline at 210-353-2255. However, when you opt out, you will not receive direct notification from CPS Energy when there is a system-wide outage that could affect your service.
No, your alert preferences are completely separate from your primary account phone number and email address.
If you have customized your alert preferences and selected a different phone or email, this will not be impacted by a change to your primary account phone and email address – they will be kept separate. If you have not customized your alert preferences and have not opted out from CPS Energy Alert, we will use your account phone number and email address for emergency alerts.
Weather and power emergencies can happen at any time, however, we will do our best to send alerts between 8am and 6pm. Due to the unpredictability of the weather, we expect there will be situations where an emergency alert will need to be sent outside of these times.
You may customize your alert preferences to only receive specific types of alerts by going into Manage My Account on cpsenergy.com. In the “Alert Preferences” area, just clear out the field for the type of alert you do not want to receive and click “Update”. For example – if you do not want to receive phone alerts, just remove the phone number on the Alert Preferences page.
You may also contact us by calling the dedicated alert line at 210-353-2255 for assistance with customizing your alert preferences.
Your mobile device plan with your provider will dertermine if there will be any charges to you for text messages. If your provider normally charges you for text messages, then you will be charged for text messages you receive from the CPS Energy Alert system, just as you would for any other alerts. CPS Energy will customize text messages to ensure they are as brief as possible so they do not exceet two or three consecutive text messages.
If you have more than one account with CPS Energy, you may receive more than one email or text message for the same emergency alert. We are working to provide a solution to prevent this in the future, however, you can fix this by customizing your alert preferences on each of your accounts – you will want to make sure only one account has your email or text number in the alert preferences.
At this time, we do not have phone support for sending the alert messages for TTY systems, but are working to get this in place with our service provider. However, email and text alert messages are available and customers are recommended to customize their alert preferences to ensure they receive alerts via email and/or text. See FAQ #2 for information on how to customer your alert preferences.
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