WiremanWireman · Utility side or customer side? Who fixes what: troubleshooting for electricians · 2023 NEC ·
Utility side or customer side? Who fixes what
Find the service point and sort the problem: utility, customer or shared, and what to do first.
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How it works
The service point is where the utility’s conductors meet the premises wiring. On an overhead service it’s usually at the splices near the weatherhead; on underground it may be at the meter socket, a pedestal or the transformer, depending on the utility’s rules. Utility equipment is under the utility’s rules (and the NESC), not the NEC. Everything past the service point is customer wiring under the NEC. The meter belongs to the utility. Ownership of the socket, mast and underground conduit varies by utility, so check their service rules when it matters.
Every question and answer in this guide. Tap “Step by step” to walk through it.
- Where is the problem?
- Transformer, primary or poleUtility equipment
- Overhead drop or its attachmentWhich part of the overhead service?
- Drop conductors or the splices at the weatherheadUtility equipment
- Mast, weatherhead, riser or SE conductorsCustomer-owned overhead service parts
- Underground lateralUnderground lateral: ownership varies
- Meter or meter socketIs it the meter or the socket?
- The meter itselfUtility equipment
- The socket, jaws or lugsMeter socket: usually customer-owned, utility-controlled
- Main, panel or beyondCustomer wiring
- Not sure, only symptomsTest: Measure the line and load sides of the mainExpect: About 120, 120 and 240 V on both sides, steady under load.
- Line side missing, low or unstableA problem before the main
- Line side good, load side badCustomer wiring
- Both sides goodCustomer wiring