CMLP upgrades phone system to improve outage call handling

The Concord Municipal Light Plant (CMLP) announced a phone system upgrade that took effect Nov. 4, aimed at improving how it handles calls during power outages.

CMLP said that during major outages, hundreds of calls arrive at once. Under the previous line setup, every available phone line could be tied up, and some customers got busy signals even though CMLP maintains a backup call center. CMLP said this poses a safety risk because callers reporting hazards such as downed wires, sparking lines or limbs on wires might not reach staff.

Callers to (978) 318-3101 now reach a new menu system, during outages and normal operations. During a power interruption, a recorded message confirms known broadband and electrical outages and directs callers to the CMLP website for real-time status updates and estimated restoration times.

Dedicated menu options prioritize calls about active hazards, including downed power lines, sparking, electrical noise and flickering lights, so crews can be dispatched. CMLP reminded residents to call 9-1-1 to report any life-threatening emergency.

CMLP said its Concord team remains available during business hours.

The utility said the new system should also send specialized inquiries, such as billing, fiber broadband support or service connections, to the right department faster, leading to shorter wait times.

CMLP asked for patience during the transition. Questions or requests for service assistance can go to concordutilities@concordma.gov.

Source: Concord Municipal Light Plant (CMLP) announcement, November 5, 2026.

Checked against the record: before publication this article was automatically compared with the original announcement.