At 7:30 AM, we received a call from a unit owner reporting that half her condo had lost power. By 8:00 AM, Stephen was on site, meeting with a United Illuminating (UI) supervisor to investigate the issue.
Initial diagnostics revealed a fault between the unit owner’s meter and the pad-mounted transformer. Recognizing the issue’s complexity, Stephen brought in one of insight’s trusted electricians to assist in troubleshooting.
It was quickly determined that the best course of action was to involve a UI line crew to physically pull the underground service line to locate the exact failure point.
Once the transformer was opened, it became clear we were in for a challenge: not only were the service lines unlabeled, but a few labels were incorrect. After methodically identifying the correct service line, the transformer was disconnected to allow the faulty cable to be pulled and inspected.
UI’s Line crew pulling the damaged wire.
As the cable was extracted, we monitored it closely to locate the break and pinpoint where the conduit had failed. Fortunately, the damaged section was discovered just two feet from the start of the pull.
The culprit? A poorly positioned transformer pad and conduit that was cut too short — which over time had pinched and stressed the wire, ultimately causing the failure. (We’re looking at you, UI.)
Thanks to a coordinated effort between management, electrical contractors, and utility personnel, the issue was diagnosed and addressed quickly, minimizing downtime and restoring safe electrical service to the unit owner.
From there, UI’s line crew re-pulled new service lines from the transformer to the unit’s meter. insight’s electrician completed the reconnection to the home’s electrical panel. Once all connections were secured, UI reinstalled the pad-mounted transformer and restored service.
By 6:30 PM, the unit owner had full power restored — all in the same day.
At insight, we pride ourselves on rapid response, technical precision, and a hands-on approach when emergencies strike. This incident is just one example of our commitment to protecting the homes and comfort of the communities we manage.
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