Utility Entertainment Facility - Power Crisis to Partnership - Case Study

A utility serving a major entertainment destination used Ubicquia's UbiGrid™ DTM+ solution to quickly identify the source of a high-profile electrical incident involving multiple LED streetlight failures. By leveraging real-time monitoring at the customer's primary meter, the utility was able to determine the root cause in just 45 minutes, avoid unnecessary investigations, and strengthen a critical customer relationship through data-driven collaboration.

When power quality issues occur at large commercial facilities, determining whether the problem originated on the utility side or within customer-owned equipment can often require days or weeks of investigation. In this case, access to real-time operational data enabled a much faster resolution, helping both parties focus on solutions instead of assigning blame.

The challenge: a high-profile outage with Immediate customer concerns

When multiple LED streetlights caught fire at a major entertainment destination, the utility provider was immediately called into question. The customer receives high-voltage power through a primary metering arrangement and manages its own internal electrical distribution system, but initially suspected that a utility-side event had triggered the failures.

Without clear evidence, the situation had the potential to become a lengthy investigation involving engineering reviews, inspections, and growing tension between the utility and the customer. The utility needed fast, reliable answers to determine the source of the problem and maintain trust with a high-visibility account.

The solution: real-time monitoring at the primary meter

The utility's engineering team, supported by a Ubicquia expert, accessed real-time voltage and current data from a UbiGrid™ DTM+ installed at the customer's primary meter cabinet.

The monitoring data showed no voltage anomalies, current swells, or significant disturbances originating from the utility system. This evidence allowed the team to quickly eliminate utility infrastructure as the source of the incident and focus attention on the customer's internal electrical equipment.

Analysis of the available data indicated that the most likely cause was a failed inverter that triggered a broader electrical fault before protective devices operated. Armed with objective data and detailed event records, the utility was able to share findings directly with the customer's engineering team and collaboratively work toward resolution.

Looking ahead

As utilities increasingly serve large commercial and industrial customers with complex electrical systems, access to real-time visibility is becoming essential for maintaining reliability and customer confidence. Solutions such as UbiGrid™ DTM+ help utilities move beyond assumptions and provide the rapid, evidence-based insights needed to resolve issues quickly and support stronger long-term partnerships.