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Straight Talk About Restoring Electrical Service

Your power is out and that matters to us. | Safety is our first concern. | Skilled employees, dedicated to quickly restore your power. | If you have overheard wires, know whatís ours and whatís yours. | An efficient process determines restoration priorities. | Common Questions | Make safety your first concern. | How you can help during a storm or bad weather

Your power is out and that matters to us.

Storms and bad weather can damage our systems and equipment and cause such power problems as outages and partial, dim, or flickering lights. You can help us fix these problems by letting us know when they occur.

To report an electric service problem, use the “Report an Electric Service Problem” link located in the right-hand box of this Web page. Or, you can call 1-800-75-CONED (1-800-752-6633).

Safety is our first concern.

We care about your safety. If you see a downed line, assume it is energized and stay away. Call 1-800-75-CONED (1-800-752-6633) to report it. Please keep children away from flooded areas after a storm, as the water could be hiding an energized line. We also maintain a record of customers who use life-support equipment. To let us know if you or someone you know uses such equipment, call 1-800-75-CONED (1-800-752-6633).

We also care about the safety of our employees. We do not ask them to make repairs when conditions are unsafe or the damaged area is dangerous due to flooding or inaccessibility. In the event of such extreme situations, we ask for your patience and understanding until we can restore power in a safe manner.

Skilled employees are dedicated to quickly restoring your power.

Con Edison crews are highly trained technicians whose primary job after a storm is to repair damage and restore power. We position repair crews and supplies near areas with the greatest damage to speed restoration and to reduce response time.

What's Ours Whats Yours

If you have overheard wires, know whatís ours and whatís yours.

If a storm damages your home's overhead electric service, here’s how you can tell what equipment is ours and what is yours.

Con Edison owns and is responsible for repairing or replacing the service wire – the wire that comes from the street to your home.

If fallen tree limbs interfere with the service wire, you are responsible for clearing the tree limbs on your property before we can restore your power. A licensed tree-service contractor can remove the tree limbs for you. For your safety, let us know before you begin work so we can detach the service wire and confirm the line is not energized.

We also own and are responsible for the electric meter. If the meter is damaged, we will repair or replace it for you.

The service bracket and all the hardware running from the connection point of the service wire, down the side of the house (including the weatherhead, entrance cable, and meter pan), and into the house, are your responsibility. If any of this equipment is damaged, you will need to work with a licensed electrician to repair or replace it before we can restore your service.

If your equipment is damaged, we will always try to restore your power temporarily until your licensed electrician can make repairs and we can fully restore your service.

An efficient process determines restoration priorities.

When a storm damages our equipment ó including the transmission and distribution lines that deliver energy to our customers ó and causes power outages, making repairs to the equipment is our first priority. Such repairs must be made before other services can be restored. Regarding customer restoration, the highest priority is to hospitals, nursing homes, police and fire stations, public transportation, and other key facilities. Our next priority is to restore power to neighborhoods with the most customers out of service.

Common Questions

Does Con Edison know my power is out?

Over the past year sophisticated computer systems that better assess the size and scope of power outages have been put in place, including a system that provides our control-center operators with visual displays of areas experiencing outages. When you experience an electric service problem, however, notifying us directly will help us to fix it even more efficiently. To report an electric service problem use the “Report an Electric Service Problem” link located in the right-hand box of this Web page. Or, you can call 1-800-75-CONED (1-800-752-6633).

Why do Con Edison crews leave my neighborhood when I still don't have power?

We understand how it may be confusing if you see a utility crew leaving your neighborhood when you still donít have power. There are several reasons this may have happened:

  • Storm personnel may need to survey storm damaged areas before repairs may begin
  • There may be work that needs to be done at a nearby location before your service can be restored
  • We may need to work on a larger problem that will restore power to a greater number of customers

Why does my neighbor have power and I don't?

If your neighbors have power and you donít, you may need to call a licensed electrician for repair work. There could be damage to the power line to your home, the meter box, or the equipment carrying the wire to your meter. Ask your licensed electrician to make repairs. Once these repairs are made, Con Edison will handle repairs to the meter.

First, we repair any major Con Edison lines that carry power.

Second, we already have worked with the New York City Office of Emergency Management or Westchester County emergency management officials to identify the most critical facilities in your community.

Third, we repair the damage that will restore the most people in the fewest hours possible.

Last, we restore small groups and individual customers that are still without power.

Make safety your first concern.

  • Consider all downed lines energized and call Con Edison immediately at 1-800-75-CONED (1-800-752-6633).
  • Stay away from flooded areas and debris, as they could conceal downed power lines.
  • Refrain from driving around in damaged areas, as you could hinder rescue and/or restoration efforts and jeopardize your safety.
  • If you're using a generator, run it outside and connect your appliances directly to it. Do not wire your generator directly to your breaker fuse box, as it may backfeed on power lines and cause injuries.
  • Don't cook with a charcoal or gas grill inside the house.
  • If you leave your home, turn off appliances that may have been on when the power went out, or turn off your main breaker.
  • If you have any doubt about your home electrical system or are unsure of how to proceed, call a licensed electrician.

How you can help during a storm or bad weather

When there is a major storm, you can help by letting us know the location and extent of storm damage — and if a problem has developed with your electric service. This information helps us dispatch repair crews more efficiently. To report an electric service problem use the “Report an Electric Service Problem” link located in the right-hand box of this Web page. Or, you can call 1-800-75-CONED (1-800-752-6633).

Be aware that when large numbers of customers call to report power outages, our telephone systems may become overloaded, especially if telephone wires have been damaged by the storm. In this situation, if you have access to a computer, consider reporting your electric service problem via our “Report an Electric Service Problem” Web feature. We ask for your patience and understanding in this situation.

If you see a hazardous condition, such as fallen electric wires or trees leaning against wires or poles, call us at 1-800-75-CONED (1-800-752-6633). When you call, it will help if you can tell us the type of condition — for example, a downed wire, a leaning utility pole, a tree leaning against a pole or wire — and the exact location. When wires are down, it will also help us to know if the wire runs from a pole to a building, or from pole to pole in the street. But, please, do not go outside to check.

If our representatives are busy, you may get a recorded message asking you to hold if you are calling to report an emergency, or asking you to call an alternate number.

When there is a major storm, we also ask that you save any billing or general inquiries for another time. This helps keep the phone lines free for those customers who need to report electric service problems or hazardous conditions.

Once you have called, please don’t call again. This helps ensure our phone lines are available for other customers to use. You can check the status of your electric service problem via our “Report an Electric Service Problem” Web feature.

You will also find information in an Outage Information box that will be placed on the home page of www.conEd.com whenever there is a major storm, significant outage, or other emergency. You should also listen to the media for updates about service restoration in your area.

 


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