National Grid: “We Apologize in Any Event We Can’t Provide Service”

National Grid: “We Apologize in Any Event We Can’t Provide Service”

If you have been impacted by the natural gas emergency don't look for an apology by those that caused it.

In what will likely be a protracted legal battle between National Grid and gas supplier Algonquin Gas Transmission, National Grid issued a very limited apology on Thursday during a media call -- for “any event they can’t provide service.”

National Grid Chief Customer Service Officer Terence Sobolewski provided an update Thursday morning as to where National Grid is at in turning off gas — and restoring service — to nearly 7,000 customers on Aquidneck Island.  (SEE MORE BELOW).

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“We, of course, apologize in any event that we can’t provide service that’s disruptive to [customers’] services and their lives,” said Sobolewski. “We recognize the disruption and are deeply committed to bringing [service back].”

Governor Gina Raimondo's office, however, was not calling on National Grid to apologize as of Thursday morning. 

"As the Governor said yesterday, we will get to the bottom of this and hold the responsible parties accountable. Right now she’s 100 percent focused on making sure everybody gets their heat turned on as quickly as possible and has all their needs met," said spokesperson Josh Block in Raimondo's office, in response to the question of whether the Governor believes National Grid should apologize. 

Customers Responsible for Electric Bill for Space Heaters -- Status of January Gas Bills Unanswered

According to National Grid, the event which resulted in low-pressure being detected — and the decision being made Monday to turn off gas for the 7,000 Aquidneck Island customers, originated from a valve issue on the Alqonquin-owned gas transmission pipeline.  Both entities have refused to say how much the crisis will cost — and who will be paying for it. 

Sobolewski also said during the call that customers using spacer heaters in the absence of gas heat will be charged for the electricity, but refused to say whether customers will be charged for gas during the month of January. 

“At this point in time, [the electric costs for space heaters] will be part of their normal bill,” said Sobolewski, who noted that National Grid was providing Stop and Shop food vouchers to those affected, as well as offering space heaters themselves. 

Sobolewski said he couldn’t, however, answer the question of whether impacted gas customers will be charged for the month of January. 

“I can’t answer this question at this time. We will do everything we can we can [to assist our customers],” said Sobolewski. 

Middletown in Stage Three — Newport Still in Stage One

“We recognize the difficulty our customers are facing and we’re working around the clock,” said Sobolewski of the efforts to turn off the gas to impacted customers, and then restore service. “We appreciate the team support assembled.”

“The effort has two critical components. In Middletown of the 340 [customers affected], we have relit 297,  so we’re well through phase 3 there,” said Sobolewski. 

“In Newport at the larger scale 6500 [cusomters] impacted, we now have 6242 that have been confirmed to have their gas off,” said Sobolewski. “This is first stage of restoration. We need all customers turned off before we repressurize and relight going forward.”

“It’s critically important that National Grid customers not attempt to turn on — or turn off — their services,” said Sobolewski. “It needs to be done by personnel.”

Sobolewski noted that during the restoration process, unlike the turn-off process when National Grid personnel are allowed to enter empty homes with police, that customers need to be present. 

“The relight process, we do need customer permission to gain access. I ask folks keep that in mind,” said Sobolewski.  “Because of the challenge of the access to facilities — we don’t have an estimated end date at this time. Phase two will take 7 hours for repressurization, [but] we  could have days or weeks go buy if a customer doesn’t give us access - that’s a function of their ability to want our services.”