National Grid’s expanded field force has worked around the clock to restore service to 158,000 of the nearly 205,000 customers affected by the destructive ice and snow storm that struck eastern New York this weekend.

More than 2,700 line, tree, public safety and damage assessment specialists have been on the ground in the region since Saturday removing hazards – including broken tree limbs and uprooted trees – and repairing downed lines, broken poles, and other infrastructure damaged by the storm. Some areas in the region saw ice accretion of a half-inch on power lines and trees, compounded by more than 20 inches of snow and gusty winds. This combination of elements caused extensive, widespread damage, and fallen trees and associated debris in urban and rural areas have created access issues for company crews.

National Grid crews from across New York were pre-positioned in advance of the storm and have been supplemented with outside resources from across the northeast and Canada.

“Removing debris, ensuring public safety and completing damage assessment has been time consuming due to the destructive nature of the storm, including in remote and wooded areas off roadways, and along power lines that run through backyards,” said Kyle Bentley, Lead Director of New York Electric Operations. “We’ve had many instances where a crew was able to clear debris and restore service on a line, only to have another tree fall on that same route and interrupt service to the same customers.”

Bentley added, “Public safety and the safety of our crews remain our top priority through the restoration process, and we appreciate the patience of our customers and communities as we continue to work around the clock to repair all of the damage.”

Estimated Times of Restoration for Eastern New York Customers

The company is providing the following general estimated times of restoration for customers who remain without service in Eastern New York. Power is being consistently restored to customers across the region and ETRs are updated on the company’s Outage Central site. Additionally, customers can check on the power restoration estimate for their specific address by logging into our Report or Check an Outage page.

National Grid customers who remain without service due to this storm are projected to have power restored by 11:30 p.m. on Monday, March 25. Isolated and scattered single customer outages in the hardest-to-access areas could potentially extend into Tuesday, March 26. National Grid crews will do everything within their control to complete restoration as quickly and as safely as possible. 

The company’s extensive resources will remain in the region until every outage is repaired.

“I want to extend my gratitude to the many police, fire, public works, municipal officials, and other volunteers who continue to support our customers and our communities during recovery from this storm,” Bentley said.

Dry Ice and Bottled Water Locations

National Grid will distribute dry ice and bottled water March 25 from 7 a.m. to 3 p.m. at targeted locations hit hardest by the storm. Customers are asked to bring a cooler or paper grocery bags to transport dry ice to their homes, and company personnel will provide information about its proper handling.

Dry ice and bottled water distribution March 25, 2024, from 7 a.m. to 3 p.m.

The company also will distribute bottled water only on Monday from 7 a.m. to 3 p.m. in Rensselaer County at the Italian Community Center, 1450 5th Ave., in Troy.

Additional distribution sites and times may be announced depending on community needs. All sites are listed on National Grid’s Outage Map, on the company’s X and Facebook accounts, and announced to media via press releases.

The Restoration Process

The company’s first priority is to ensure the safety of our customers and our crews by clearing away dangers such as live, downed power lines. Next comes repairs to main transmission facilities, including towers, poles and high-tension wires that deliver power to thousands of customers. Recovery work at local substations also is a high priority, followed by repairs to neighborhood circuits, transformers and service wires. Click here for a video on how National Grid restores power after a storm.

Estimated Restoration Times

• In the early stages of a storm, the restoration times on National Grid’s Outage Central site may be listed as “assessing conditions.” This is because debris such as trees, tree limbs, and downed wires, must be cleared away so that damage to our equipment can be assessed and restoration plans can be executed.
• It's normal for outage numbers and estimated restoration times to fluctuate as we de-energize lines to make conditions safe for repairs. Additionally, there could be new outages that occur if strong, damaging winds and heavy snowfall continues.
• Outage Central Reminder: Our Outage Central page shows the estimated time of restoration for communities and reflects the estimated time for the last customer in that community to have power restored. The most accurate way for customers to check on the power restoration estimate for their specific address is to log into our Report or Check Outage page.

Electricity & Generator Safety

• If a power outage occurs, customers can notify National Grid online to expedite restoration.
• Generators used to supply power during an outage must be operated outdoors to prevent the buildup of deadly carbon monoxide. Before operating a generator, be sure to disconnect from National Grid’s system by shutting off the main breaker, located in the electric service panel. Failure to do this could endanger our crews and your neighbors.
• Customers who depend on electrically powered life support equipment, such as a respirator, should register as a life support customer by calling National Grid at 1-800-642-4272. In a medical emergency, always dial 911.
• Keep working flashlights and an extra supply of batteries in your home and be sure to charge all electronic devices.
• If the power is out, use flashlights or other battery-powered lights. Do not use candles, which can pose a fire hazard.
• Please use caution when driving near emergency responders and crews restoring power.
• Be sure to check on elderly family members, neighbors and others who may need assistance during an outage.

Safety Near Downed Power Lines

• Always use extreme caution near downed power lines and wires, and always assume that they are carrying live electricity.
• Never touch a person or an object that is in contact with a downed line, as electricity can pass through to you.
• Take caution when approaching fallen trees, which could have power lines caught in them.
• Remember that water can conduct electricity. If you see a line down in a puddle or flooded area, avoid contact with the water to prevent risk of shock.

Learn more about downed power line safety at our website.

Stay Informed and Connected

• Customers with active electricity accounts who text ‘REG’ to 64743 can have personalized alerts sent to them via text, email or phone call when we detect an outage on their properties.
• Customers also can text ‘OUT’ to 64743 to report an outage.
• For real-time power outage information, online outage reporting, and in-depth storm safety information, visit National Grid’s Outage Central website. Customers who create an online profile also can sign up for email alerts.
• Customers can read check outage status, report an outage and see the latest storm-related news releases from the company by using the updated National Grid app, free to download from the Apple App Store or Google Play.
• Visit our website: www.nationalgridus.com, follow us on X and like us on Facebook.
• Click here for details on the company’s storm preparation and restoration process.  

About National Grid

National Grid (NYSE: NGG) is an electricity, natural gas, and clean energy delivery company serving more than 20 million people through our networks in New York and Massachusetts. National Grid is focused on building a smarter, stronger, cleaner energy future — transforming our networks with more reliable and resilient energy solutions to meet state climate goals and reduce greenhouse gas emissions.