Lose Power on a Sunny Day? NYSEG and RG&E To Inform Customers Why Outage Happened

Lose Power on a Sunny Day? NYSEG and RG&E 
To Inform Customers Why Outage Happened 
Increased communication helps customers understand likely cause of outage in their 
area. Customers encouraged to sign up for outage alerts to stay informed if power goes out 

BINGHAMTON, N.Y. — October 27, 2025 — New York State Electric & Gas (NYSEG) and Rochester 
Gas and Electric (RG&E) have begun providing a phone call to customers affected by a significant 
unplanned outage. This initiative expands the Companies’ communication to customers and is 
intended to educate them about the likely cause of an outage.  
“This call will help keep our customers informed,” said Christine Alexander, vice president of customer 
service at NYSEG and RG&E. “While fallen trees and branches are the most common causes of a 
service interruption, other sources can cause the power to go out, such as a vehicle striking a pole. 
Though we already provide our customers with updates through initiatives like outage alerts, this 
phone call is another way for us to connect with customers.”  
The Companies aim to provide the call within two hours of a full restoration when there’s an outage 
that affects 500 or more customers. The message from the Companies will only come Monday 
through Friday between 7:00 a.m. and 7:00 p.m. There will not be an outage summary whenever the 
Company is responding to an active storm or when fewer than 500 customers are affected.  
While this initiative will provide a summary of an outage, customers are still encouraged to sign up for 
outage alerts to stay informed if their power goes out. This alert enables customers to receive up-to
date information about an estimated restoration time, when power is restored in their area, and any 
upcoming system improvements in the area. Customers can sign up for outage alerts through their 
online accounts with NYSEG and RG&E.