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Frequently Asked Questions

Below are the answers to some Frequently Asked Questions you might have about storm or hurricane preparation, steps NSTAR takes and what you can do to ensure your family and home are safe.

What should I do when my power goes out?
First, make sure the switches of your circuit breaker are all in the on position or that you haven't blown any fuses. If everything appears to be fine, use our "Report an Outage" online tool or call 800-592-2000 to report the outage.

What type of situations tend to create service interruptions?
While interruptions can be caused by a variety of different situations, high winds, heavy snow and ice pose significant challenges for our wires. Other factors might also cause outages in your area, such as an automobile striking a utility pole. For customers in cities and towns served by an underground system, flooding can also cause equipment damage in manholes.

Why don't I see NSTAR crews working on my street?
Because of how our electric system is designed, your outage might not necessarily be caused by a problem on your street, or even a nearby street. Even if you don't see crews or NSTAR vehicles working near your home, NSTAR is working hard to have your power restored as quickly as possible.

I saw an NSTAR truck but they're gone now. My power has not been restored. Is somebody coming back?
During emergency situations NSTAR will often send out a special crew to find out exactly where the problem is, what kind of work needs to be performed and most importantly to make sure the area is safe. Those workers then make sure the right type of crew is sent to the scene that is qualified to do the necessary repair work. Also, keep in mind we might find the problem is in an area not near your home.

What might cause a delay in restoring my power?
Often NSTAR is impeded by obstacles blocking access to our power lines. Things such as illegally parked cars, blocked roads, unplowed or flooded streets, downed trees or other dangerous situations slow our response time in repairing damage to our system. Conditions throughout our system also might cause delays. For instance, several small, scattered outages are more time consuming to repair because they entail more time consuming house-to-house stops to reconnect lines to individual homes.

How does NSTAR prioritize restoration efforts during a significant emergency situation?
NSTAR implements an emergency plan of operations that places the efforts of the entire company behind power restoration 24-hours a day. We will try to restore electric service to the maximum number of customers in the shortest possible time.

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