Blog - Wednesday Update: Clean-up Continues, Public Safety Paramount

By Jeannette M. Mills, VP, Customer Operations & Chief Customer Officer

Jeannette MillsYesterday we made very good progress repairing storm damage and restoring power to customers. Clean-up continues today and we now have more than 5,000 employees, contractors, tree personnel and out-of-state linemen working on the remaining power outages in locations across the service area.
 
As work continues, please be extremely cautious today, especially as many schools and businesses re-open.  Many area traffic lights are not operating, making driving and crossing roads potentially hazardous.  It is extremely critical that everyone understands and obeys Maryland’s new traffic law that went into effect Oct. 1, which requires all drivers to make a complete stop when approaching a non-functional traffic light, before entering any crosswalk or before entering the intersection.
 
Tonight, those observing Halloween trick-or-treating need to be particularly careful, especially as it relates to numerous remaining downed wires and other hazards. BGE has safety standby personnel safeguarding many downed wires, but understand that not all downed wires are reported or known, and some additional lines may continue to fall.  Always assume all wires are energized and dangerous.  Stay away from downed wires and never touch or try to move a wire of any type.  Be observant for caution tape, safety cones, rope or other equipment that may be blocking a downed wire or other hazard.  Never attempt to cross a taped or guarded area, and obey the instructions of public safety officials who may be safeguarding an area.  For your safety, do not approach utility work areas.  Downed wires should be reported to 1.877.778.2222.  Those planning to trick or treat are encouraged to plan a route in advance while it is light to make sure there are no downed wires.  Additionally, children should be accompanied by adults and limit activity after dark.  Those out in limited light or darkness should wear bright, reflective clothing and carry flashlights.
 
Although we experienced significant damage and outages from Hurricane Sandy, in many ways we were fortunate to be spared from most destructive forces of this powerful storm, especially as we see reports of the damage to our neighbors to the north.  While this has been the case, there is still much to clean up here and many potential hazards to be cautious about. Be safe today and tonight and throughout the remainder of the clean-up effort. Thank you.

 

Comments

October 31, 2012Douglas says:
Thank you for the updates, and most of all, thank you for the opportunity to have a dialog above what we can typically achieve over the phone. I have two questions:

Is there yet a global estimate on 100% restoration of service? I know that there are many reasons why even soft estimates are not given until a hard schedule has been established, but any information you can provide helps customers with outages plan for the worst-case scenario.

Also, are there global-level reviews that result in infrastructure changes? Our power was out for 8 days during the derecho earlier this year, and if other previous events are any indication, we will once again be in the last 1-2% of people having power restored. This might be expected in a remote area, but we are in the middle of Baltimore City, where even our neighbors across the street have power! It appears we are on an especially small grid, which impacts how quickly power is restored to us. Does BGE ever look at who is "at the bottom of the barrel" and consider cost-effective remediation methods, such as burying lines in our area, connecting us to another grid, or moving whatever artery seems consistently to be knocked out?

Thanks for your continued efforts in a difficult situation.

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Douglas,

I also appreciate the opportunity to have a dialogue. We expect to give a global estimated time of restoration later today (Wednesday) or tomorrow. Please bear in mind that this will be an estimation based on the best information we have at this point, from assessing the damage across the territory and the necessary repairs.

And yes, after every major storm, including this year’s Derecho, BGE takes a look at our system and procedures and identifies ways we can continue to enhance our processes.

It is important to us to restore all of our customers. However, it is necessary to prioritize certain work that relates to public safety, and we also often have to repair the “backbone” of our distribution system, which includes our transmission feeders and substations, before we are able to repair the smaller feeders and loop lines that may bring service to your home.

We know you are being patient, and thank you for taking the time to contact us about your concerns. Our crews will keep working until your home and all the homes on your street are restored.
October 31, 2012Snoop Doggy Dog says:
http://www.wbaltv.com/news/maryland/baltimore-city/Baltimore-Humane-Society-in-crisis-after-Hurricane-Sandy/-/10131532/17212020/-/31dulhz/-/index.html?showAds=0
October 31, 2012JJ says:
Hi, Thanks for this forum. On WBAL, during an interview with Mr. Gould, a caller stated that they always lose power and are the last to have it restored. Mr. Gould responded that he could not speak to specific cases but that the homeowner should request a "reliability history" review once everything calms down.

I feel like I am in the same boat. What is this review and what can/will it accomplish?

Thank you.

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JJ,

Yes, after we have restored all our customers and are back to normal business operations, you can call our contact center at 800.685.0123 or email us at myhomerep@bge.com and request a review of your outage history. Please allow some time for us to research your situation and provide a response. If your power is out today, please know our crews are still out working across our service territory and will continue to work until every customer is restored.
October 31, 2012Patricia says:
In the two and a half years since we moved into our house (an existing home in Ellicott City), we have experienced 3 episodes of loss of power lasting for more than 2 days each. After we moved in, we heard from neighbors that this has been going on for many years. I understand the occasional tree falling, but this pattern had been going on too long for it not to be a diagnosable problem. Is there any process for residents to get answers about specific problem areas, such as this one, from BGE?

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Yes, after we have restored all our customers and are back to normal business operations, you can call our contact center at 800.685.0123 or email us at myhomerep@bge.com and request a review of your outage history. Please allow some time for us to research your situation and provide a response. If your power is out today, please know our crews are still out working across our service territory and will continue to work until every customer is restored.
October 31, 2012Teri says:
Ms. Mills -- I'm not quite sure what a Chief Customer Officer is but you should be ashamed of the customer service that your employer provides in outage situations. I had hoped that BGE would have learned something from the storm outage that occurred this summer but obviously that is not the case. Three times I have received "restoration estimates" that have passed with no futher explanation -- this is inexcusable. The only thing that this customer would like is for BGE to get their customer service act together before the next widespread outage -- a good place to start would be with the folks in your warm call center with power!

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Teri,

I'd like to investigate this further. Please send an email to myhomerep@bge.com with "blog-Teri" in the subject line. Please include your address and the best way to contact you.
October 31, 2012Kim says:
why does BGE refuse to give estimates on restoration of service? As previous Pepco customers having a restoration date allowed us to decide how to handle perishable food, and deal with issues related to length of outages. Not knowing is infuriating especially because across the street never loses power and we always seem to... Is BGE really so in the dark as to what order they are handling restoration?
October 31, 2012Pankaj says:
I would like to voice similar concerns. Just because we are on a relatively smaller grid, we are given 2nd hand treatment. I wish we are also asked to pay less for the service.
I understand its not BGE fault, but they should look into it after the storm is over and global ETR is done. It's BGE responsibility to constantly monitor and maintain power grids and not the customers responsibility to call you and tell you. That's not good business sense and is very poor customer service.
It's 2 days and yet no power at all. BGE keeps boasting the fact that power is restored to 90 percent but no updates on the remaining. I am sure since 90% power is restored it shouldn't be so difficult to give an estimate for the last 10% !!

Good luck
November 01, 2012Marian Callaway says:
Still without power in Hernwood Heights (21133) since Monday at about 1 pm. I am concerned that your customer service reps don't seem to have access to the same information. Each time I call, I get conflicting information -- nome of it useful and with no real estimate on when our power will be restored. I realize that we are not a large community, but our power goes out at the drop of a hat and we are always one of the last communities to be restored.

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Marian,

I'd like to investigate this further. Please send an email to myhomerep@bge.com with "blog" and your name in the subject line. Please include your account details and a way we can reach you.

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