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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.  While
Ting is on the lookout for tiny signals indicative of electrical fire hazards,
it also serves as an accurate high-quality power quality monitor.

Not all power quality problems are dangerous.  Assuredly, Ting distinguishes
those that are, by measuring Voltage (V), a primary unit of measurement for
electricity, 30 million times every second.

Learn more about common power quality problems

>> Click here.

Ting will notify you of quality events via an app notification on your
smartphone. But, again, these events are not always indicative of a dangerous
situation.

What if the situation is dangerous?  If Ting determines that the nature of the
events is related to a more acute and potentially hazardous issue, you'll be
notified of a Utility Fire Hazard (UFH) in your app and will be contacted
directly by the Ting Fire Safety Team.


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.

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. While we
would prefer to contact your utility directly on your behalf, most utilities
will only work with you, their direct customer.  Not to worry though, we'll
guide you along the way.

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 tingops@whiskerlabs.com.

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.

Click for Communication Template

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 tingops@whiskerlabs.com will be happy to assist you!




COMMON POWER PROBLEMS

The power delivered to your home is typically supplied at a normal voltage of
120V plus or minus 10%, or a range from 108V - 132V. However, the voltage can
deviate from this 108V – 132V range for short periods and not be dangerous. Ting
will send you Brownout or Surge notifications if the voltage could potentially
damage appliances or devices. Occasional Brownout or Surges are power quality
problems but are not of significant concern. However, recurring power brownouts
(low voltage) can cause damage to your appliances and devices. Ting will
separately notify you if recurring power quality problems are deemed hazardous.

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.

 * Wikipedia
 * NIST
 * Sollatek
 * Chicago Tribune




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