Restoration Process - Frequently Asked Questions

Please browse some of our most frequently asked questions.

How long will my power be out?
We know that information about how long an outage will last can both reassure you and help you make appropriate plans. In many cases, at the time you report an outage we’ll provide an estimate of when we believe your power will be restored. This estimate can be affected by multiple factors and we will reach out to you if there is any significant change.

Particularly in the immediate aftermath of a major storm, we may not be able to provide an estimate because of the extent of damage across Long Island, and the time it takes to fully assess the damage that has been caused. We will always communicate as much information as we possibly can on our Web site, in the media, and with individual calls to customers.

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Why don’t I see any LIPA trucks?
Our restoration efforts can involve hundreds, even thousands, of workers that provide damage reports from potentially thousands of damage locations across Long Island. During a major event, many of these workers use their personal vehicles, which have no LIPA markings. In addition, crews we have brought in from other companies are often in various types of vehicles with no LIPA markings. Lastly, the cause of your power outage could be blocks away from you and work there is required before we can restore your service. Fixing a power line on your block will not restore your service if it is fed power by a larger line along the system that also needs repairs.

Even if you don’t see a LIPA truck on your street, we will be out there working 24/7 to make repairs and get power restored to every customer who has been affected.

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Why do LIPA crews leave before power is restored?
Crews may leave your area before power is restored for several reasons:

  • Some crews are out in the field to assess damage so we can immediately address dangerous situations. They will report the damage information so it can be assigned to an appropriately skilled repair crew.
  • The wires in your neighborhood are supplied power by other wires and equipment that may need to be repaired first.
  • We may need to reassign the crew because of the need to work on restoring power to a critical facility, such as a hospital, police or fire station, or nursing home that has lost power.

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I don’t see major damage in my area and/or the other side of the street has power. Why is my power out?
The Long Island electric system is a widespread network that includes over 10,000 miles of wire, more than 500,000 utility poles, and other facilities. Damage that has occurred outside your local neighborhood, even miles from you, can cause your power to go out. It is not uncommon for two sides of the same street, particularly in Nassau County, to have separate connections to different circuits on the high-voltage power lines that supply power to an entire neighborhood. If one circuit has less damage than another, it may be possible for power to be restored on one side of a street as we continue work on restoring the other side.

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Why did I lose power again after it came back on?
After a major storm, we can sometimes make temporary repairs that will restore your power, just like you do in your home. Electricity in the electric distribution system supplying you travels to your home through a sophisticated network of power lines, similar to how it travels from the wire attached to your home to all the wires inside. If you have a problem with a particular outlet in your home, it may become necessary to turn off an entire circuit that affects other outlets. On a much larger scale, the electric grid that supplies Long Island is also made up of a series of circuits. Therefore, for safety reasons, we may have to then intentionally turn power off on sections of the electric distribution system to make a permanent repair, or to make another repair that will restore power to additional customers. Once these repairs are made, we would then reestablish power on the electric circuit.

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Will LIPA clear tree debris after a storm?
Restoring power often requires the removal of branches and even entire trees from our equipment. In order to restore power to everyone as quickly as possible, tree debris will be left at each site. The owner of the tree is responsible for removing this debris. This will either be the property owner or the local municipality. Please contact your local sanitation department for more information.

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Will I get a credit for the time my power was off?
Except for a daily service charge, the amount of your bill is almost entirely based on how much electricity you have used. If your power is off and there is no electricity usage, your bill will reflect that.

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What is my (the customer's) responsibility?
Most of the equipment required for the electrical attachment on the side of a building is the property owner’s responsibility. This includes the point where the incoming wire from an electric pole attaches to the building. If damage to that attachment is not significant, we might attempt a temporary repair until you are able to have an electrician make a permanent repair. If there is significant damage, it may require the services of an electrician. View diagram & learn more