What is an ETR?

Providing an ETR is not an exact science, there are unique circumstances with each power outage. So it’s not unusual for your Estimated Time of Restoration to change. In most cases, our system automatically generates the initial ETR within minutes of a reported outage. This initial ETR is based on the average time of restoration, and whether the outage is an isolated incident or part of a larger event. When our crews arrive on the scene, they are able to make a more accurate assessment of the damage and what it will take to repair it. When they report the conditions from the field, your ETR can change.

Unforeseen circumstances can cause your ETR to change multiple times. For instance, weather makes working conditions difficult, additional trees need to be cleared, it takes longer than expected to make the site safe, or the crew has to wait for additional equipment to arrive. Occasionally the crew repairing your outage may be called to another emergency.

We understand it can be frustrating to have your ETR change multiple times. Please understand we work to make the ETRs as accurate as possible in the face of changing circumstances.

There are different ways an ETR can be generated, depending on the circumstances surrounding our outage.

During normal operations our system automatically generates an ETR based on average restoration times. After our crews arrive on the scene and evaluate needed repairs in person, the ETR may be updated.

During a storm or larger event we don’t use system-generated ETRs. Instead, our team establishes broader ETRs by area. After our crews get to the scene and evaluate damage and assess repairs they may issue an updated ETR.

In normal conditions your initial ETR is generated by our system within minutes of a reported outage. This initial ETR is based on the average times to restore power in your situation.

In storms or other extreme events we don’t use ETRs generated by our system. Instead, our team establishes broader ETRs by area.

In all outages our crews may issue an updated ETR when they get to the scene and evaluate the extent of the damage and needed repairs.

In any outage, we give you the best information we have at any given time about when your power will be restored. Normally your first ETR is generated within minutes of the outage by our system. These initial ETRs are based on average repair times, without any firsthand knowledge of the specific situation of your outage. When our crews arrive on the scene they are able to assess the damage and needed repairs in person, and then may provide an updated ETR. Every power outage is unique, and some present unexpected challenges which make it necessary to change your ETR multiple times. We apologize for any frustration this causes, and are continually working to improve the accuracy of our ETRs.

With multiple opportunities for crews in the field and the system to update your ETR, come multiple opportunities for error. We are constantly working on improving the quality and frequency of our ETRs, and apologize if you received an ETR in error.