FAQs on restoration following the historic winter storm

You have questions and deserve answers.

Get more storm restoration information.

Why didn’t PGE prepare? We prepare all year for storms, proactively replacing aging equipment to increase resiliency, reduce outages, accommodate growth in our area and allow for better integration of renewable resources. And while we planned, and prepared, the catastrophic damage we experienced during these storms has been devastating and has left you without power. We know that is scary and frustrating and we are sorry.

Why doesn’t PGE trim the trees? We have an extensive tree trimming program and a team of arborists that inspect 3,300 miles of lines and prune 254,000 trees every year. We spend $26 million on this program annually.  Even with trimming, the ice and wind of this storm turned healthy, safe trees into dangerous and destructive devices.

Will I be reimbursed for food I lost? Families and individuals receiving benefits through the Supplemental Nutrition Assistance Program (SNAP) may be eligible to have replacement benefits for food lost due to power outages following the ice storm. The Oregon Department of Human Services says the value of the food lost may be replaced for recipients who experienced a power outage, home damage or other misfortune. Those impacted will need to make a request for the additional replacement benefits within 10 days of the loss, the additional benefits are not automatic. The replacement SNAP benefits form is available in English, Russian, Spanish and Vietnamese. More information is available through the DHS online . If you do not quality for SNAP, we recommend you contact your homeowners or rental insurance companies for guidance. 

It’s sunny now, why is there no power? There is nothing more frustrating than having the sun come out and still have no power. Although our crews worked through all the snow and ice, they were not able to access some areas until the ice melted. We also have unprecedented, catastrophic damage to some areas that is extensive and unfortunately takes a lot of time to repair. Please know our crews are out there and we hope to have you back on soon, but it could still be many days.

Are there any help centers set up? Marion County— Hotline 503-588-5108

Marion County Emergency Staff can provide help with:

• Welfare checks that need to be made for friends or family member.

• Direct residents to debris removal information.

• Warming Center information.

• Talk through resources and help to coordinate resources for residents

• Call center hours are Mon-Fri 8am-5pm

Marion County resource centers:

Immanuel Lutheran. 1036 Lincoln St., Woodburn, OR 97071.

• They will provide emergency supplies and a warming center.

• Open 10 a.m.-2 p.m. Thursday until power is restored.

Love. 1560 Hardcastle Ave., Woodburn, OR 97071.

• They will provide emergency supplies and a warming center.

• Open 10 a.m.-2 p.m. Thursday until power is restored.

Salem Evangelical. 455 Locust St NE Salem, OR 97301.

• They will provide emergency supplies and a warming center.

• Open 10a.m - 6 p.m. Fri.; 10 a.m. - 2 p.m.. Sat./Sun.

St. Edwards Catholic Church. 5303 River Rd. N. Keizer, OR 97303.

• They will provide emergency supplies and a warming center.

• Open 10a.m - 6 p.m. Fri.; 10 a.m. - 2 p.m.. Sat./Sun.

Santiam Tractor Supply. 812 McClain St. Silverton, OR 97381.

• They have supplies and space for warming.

• Open 1 - 5 p.m. Fri. Closed for weekend, will reopen Mon. - Fri.

Silverton Community Pool. 601 Miller St. Silverton, OR 97381.

• Hot showers

• Open 10 a.m.-1 p.m. Fri. Closed for weekend, will reopen Mon. - Fri.

Multnomah County— Hotline 503-988-3646

Get more information on assistance in Multnomah County .

• Specialized information and assistance by phone, and internet to older people and adults with disabilities

• Help w/ Oxygen, warming shelters, transportation and a variety of other resources

• Hotline available 24/7

Clackamas County— Hotline 503-650-5622

Get more information on assistance in Clackamas County .

• Specialized information and assistance by phone, and internet to older people and adults with disabilities

• Help w/ Oxygen, warming shelters, transportation and a variety of other resources

• Call center hours are Mon-Fri 8-5

Canby Fairgrounds. 694 NE 4th Canby, OR 97013

• Emergency supplies. No warming

• Open 10 a.m.-4 p.m. Fri./Sat.

Church of the Nazarene. 920 Shirley Street, Molalla, OR 97038

• Emergency supplies and warming center

• Open 10a.m. -4 p.m. Fri./Sat.

Oregon City High School. 19761 S Beavercreek Road, Oregon City, OR 97045

• Emergency supplies and warming center

• Open 10a.m. -4 p.m. Fri./Sat.

Why haven’t I seen anyone working in my area?

We know it's hard when you don't see any trucks around. We have the most crews we've ever had working around the clock to get everyone back on, but the main outage could be from somewhere outside your neighborhood, like on a transmission line or at a substation. We are making sure we can safely supply and move the power before we make the neighborhood repairs.

How do you decide whose power is restored first?

Our first step is to ensure public safety, then we go from the largest group of customers to the smallest group, until everyone is back on. At times, we'll reroute power to areas if we can, which may look like we fixed it faster, but the repairs still need to happen at a later time. Learn more about our seven steps of restoration.

What should customers with medical needs do?

• If you're without heat, need transportation to a safe location, or are concerned about your health or safety, or the health and safety of a loved one, please contact 211 or the county-specific phone numbers located in the help center FAQ listing above.

• If you are on oxygen, and you contact the number on the side of your oxygen tank, that provider may be able to deliver new tanks.

• Please call 911 if you have an immediate, emergency medical need.

• You can also contact your local non-emergency police number if resources are not available and you are concerned about your ability to stay in the home.

Why is it taking so long to restore power?

When a monumental storm like this impacts transmission and substations, it means the ways we can get electricity to feeders is broken, and we have to repair each piece. You could think of it like a puzzle piece. When together, puzzle pieces make a clear and beautiful picture, but if one piece is missing the puzzle does not work. Our system operates the same way. Each piece has to be in place and working so you get the electricity you need. Unfortunately, with so much damage from the series of storms, this work does take time.