Customers will receive push notifications with the date, time, and location of planned upgrades that may cause temporary outages in their community
April 3, 2025 – San Juan, Puerto Rico – LUMA, the company responsible for the transmission and distribution of the electrical system, has launched a new feature in the Mi LUMA mobile app that will send push notifications to customers about planned upgrades in their area. This effort follows text and WhatsApp messages that have begun to be sent in recent months. These tools are part of LUMA’s commitment to keeping communities informed about key infrastructure projects that will help strengthen the island’s electrical service.
The new feature allows customers to receive direct information about planned upgrades in their community’s electrical system 24 to 48 hours in advance. Customers must download the Mi LUMA app, update their information on the platform, and enable notifications to receive alerts.
This system ensures that information reaches customers residing in areas where the company will be conducting improvement work, promoting effective and relevant communication that allows customers to make informed decisions and plan their day accordingly.
“With this feature, we provide customers with additional tools to stay informed about the upgrades we conduct in their communities. This is part of our commitment to using innovative technology to enhance transparency and build trust with our customers,” said Noriette Figueroa, LUMA’s Vice President of Customer Service.
Figueroa also highlighted that information about planned upgrades has been shared through local media to reach customers across all population sectors. “Our goal is for our customers to be more informed. This is the first time they have access to so much information through multiple communication channels,” noted Figueroa, who has over 28 years of experience in customer service within Puerto Rico’s electrical industry.
In September 2023, as part of the first phase of this initiative, LUMA launched the Planned Upgrades Portal. With this platform, customers can access up-to-date details on the dates and types of work conducted daily to improve the electrical system.
Figueroa added, “Push notifications through the Mi LUMA mobile app provide a quick and direct way to keep customers informed. It is important for those who haven’t yet downloaded the app to do so and enable notifications on their mobile devices to receive these alerts in a timely manner.”
Additionally, customers have had the option to receive text message notifications about outages in their area since December of last year.
At the same time, LUMA introduced WhatsApp notifications, providing customers with even more ways to receive information about their transactions quickly and efficiently.
Temporary service interruptions are necessary in some cases to allow LUMA field workers to complete critical equipment repairs, maintenance, and modernization safely. These efforts are essential to continuing to transform the electrical system, making it more reliable and resilient against future challenges.
“LUMA reaffirms its commitment to transparency and customer service by implementing tools that facilitate effective communication and keep customers informed about progress toward a stronger and more reliable electrical system. It is important that all customers keep their account information up to date to take advantage of this and other programs by calling 1-844-888-5862 or through the Mi LUMA app or digital portal,” Figueroa concluded.
To receive notifications about planned upgrades in their community, customers must download Mi LUMA from the App Store or Google Play, register for free, and enable alerts in their phone settings. More than 203,900 customers use the app to manage their accounts and receive real-time updates.
In addition to in-person services at 18 customer service centers, LUMA encourages customers to take advantage of its digital and phone self-service options, including the website www.lumapr.com, the Mi LUMA mobile app, or the customer service call center at 1-844-888-5862, where representatives are available to assist.
More than 900 payment points across Puerto Rico are conveniently located in local supermarkets, community pharmacies, and other frequently visited locations. For more information on payment locations, visit LUMA Payment Centers.
About LUMA
LUMA is a Puerto Rican company that, since June 1, 2021, operates and manages the electric power transmission and distribution system in Puerto Rico. LUMA is a company driven by a mission to transform the electrical transmission and distribution system to provide all Puerto Ricans with the reliable, resilient, cleaner, and affordable electrical grid they deserve. As a customer-centric company, LUMA’s entire workforce of more than 4,000 employees is focused on safely delivering an exceptional customer service experience to its 1.5 million customers.
