NYSEG Addresses Frequently Asked Questions Amid Restoration Efforts - 5 pm

Restorations continue in wake of devastating storm

BINGHAMTON, New York — August 7, 2020, 5:00 p.m. — NYSEG, a subsidiary of AVANGRID Inc., shared answers to frequently asked questions as the company works to restore power to customers impacted by Tropical Storm Isaias. Currently, approximately 30,000 customers out of the total 124,361 customers impacted are without power in the company’s Brewster division, which includes Dutchess, Putnam, and Westchester counties. The company previously announced that it expects that 95% of customers will have power restored by 11 p.m. on Monday. Earlier today, the company released its daily work plan, which focused on restoring the distribution system in certain areas of the division. Additional details of the plan can be found here .

Frequently asked questions include:

Q: Estimated Times of Restoration (ETRs) – how can customers check their ETRs and why have some ETRs changed?

A: Customers can check their ETRs through a number of convenient ways. First, they can visit the NYSEG website at NYSEG.com where an outage list and outage map are available with up-to-date information. With respect to changing ETRs, the company is working diligently to refine ETRs as the restoration progresses. The company is working to restore power to the largest groups of customers first, as quickly and safely as possible. ETRs will continue to be refined at a more granular level as additional restoration work continues.

Q: Some customer report that they rely on electricity to power life-sustaining equipment (LSE), how does NYSEG assist them?

A: Customers that use life-sustaining equipment that operate on electricity are encouraged to begin the enrollment process to become a life-support customer. As a life-support customer the company will provide that individual with specific advice on how to prepare for power interruptions and storms. Interested customers may begin the enrollment process by calling 800.572.1111.

Q: Alert System Issues – some customers report having received an alert from the company stating their power was on, despite that not being the case. Others have said their outage disappeared from the NYSEG website and are worried that their restoration may now take longer. What happened and what should customers expect?

A: As the company was restoring portions of the system that supplies power to certain areas, the company’s outage alert system inadvertently sent an alert to some customers indicating that their power had been restored. It also caused some estimated restoration times to return to “assessing,” while others have disappeared from the outage list on the company’s website altogether. NYSEG has worked to correct the issue and apologized for the frustration and confusion it caused. Customers that have concerns should submit an outage ticket via the nyseg.com website, the company’s mobile app, or by calling 1.800.572.1131. Customers should know that the company will continue to prioritize the restoration of circuits with the great number of customers and that filing a new outage ticket will not impede their expected restoration.

Q: Dry Ice/Bottled Water – will the company continue to supply dry ice and bottled water throughout the weekend?

A: NYSEG will continue to distribute dry ice and bottled water throughout the weekend. Through Monday, NYSEG plans to distribute more than 130,000 pounds of dry ice and more than 3,000 cases of water. For information on customer distribution sites, visit the NYSEG website, or click here .

Q: How can customers stay up-to-date with outage information?

NYSEG will continue to provide updates throughout the event to the general public on the company’s social media channels (Facebook and Twitter) and website (nyseg.com).

The company also offers customers the following reminders to prepare for the storm and stay safe if power outages do occur.

Outage Information:

  • Sign up for Outage Alerts to receive updates automatically by phone, text, or e-mail as the company updates the status of the restoration process in their area. Customers can sign up for outage alerts by visiting here for NYSEG.
  • Customers can use the new NYSEG mobile app to report and check the status of outages. To download the application, customers should search “AVANGRID” in the Apple or Android app stores and select “NYSEG.” The application is free to download. 

Stay Away From Downed Wires:

  • Stay at least 30 feet from a downed power line.
  • If a downed wire comes in contact with your vehicle, stay inside and wait for help. If you must get out because of fire or other danger, jump clear of the vehicle to avoid any contact with the vehicle and the ground at the same time. Land with your feet together and hop with feet together or shuffle away; don’t run or stride.
  • NYSEG customers should call 1.800.572.1131 to report downed power lines or other hazardous situations.

During a Power Interruption:

  • Contact neighbors to see if their power is off. A loss of power may be the result of a blown fuse or a tripped circuit breaker.
  • To report a power interruption, contact NYSEG at 1.800.572.1131.
  • Keep refrigerators and freezers closed as much as possible. Most food will last 24 hours if you minimize the opening of refrigerator and freezer doors.

Power Restoration Priorities:

The company’s first priority is to respond to reports of downed power lines to keep the public safe.  NYSEG customers are asked to call 1.800.572.1131 to report downed wires. Once this vital public safety work is complete, the company will:

• Assess the damage to the electricity delivery system.
• Develop a detailed restoration plan.
• Make repairs as quickly as possible.

For additional information, including storm preparation tips, storm safety information, generator safety information, restoration priorities and emergency resources, visit Outage Central at NYSEG.com and on the company’s social media pages:

  • Facebook: @NYSEandG
  • Twitter: @NYSEandG

Learn about the Iberdrola Group’s global pandemic response at its COVID-19 Hub.



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