Mike Dolt Enterprises
Mike Dolt Enterprises
User: newservice
Asked on: Sunday, March 16, 2025 at 6:32 pm EDT
Answered on: Sunday, March 16, 2025 at 6:33 pm EDT
Question: Apologies this is the NEC forum, but not sure where to post this. So I did a 100-200a service upgrade, contacted National Grid for a service order request and also a planner visit, as this is procedure when you change either the drop or the point of attachment. Looking at the drop it was obviously undersized even for 100a and original 1960 equipment, hence I requested the planner to visit and confirm the order to replace the drop with one adequate for the 200a service. By the way, the load calc clearly required 200a, 4000sf and electric range, an office 100a panel, addition had baseboard heat (larger than )AC, and a 60 breaker hot tub,..to name a few.The Planner did visit and order the drop to be upgraded. Work was completed and inspected by the inspector I’ve used for 25 years.The Line crew showed up ,with nobody there ,and changed the taps, sealed the meter, and ….left the old drop.I complained to the Grid job “ owner” representative and said the Customer was aware, and I called the Planner, who was also upset as to why they would not comply with what she had ordered . She said it was not only very undersized, but an older brittle insulation type they seek to replace anyway. Planner reported it to her supervisor, who contacted the Line supervisor.And that’s where it stood for a week. I then contact the rep, who said the Line sent someone to look, and reported it does NOT need to be changed.In the past when I reach an impass like this I’ve had the Customer threaten to call the Public Service Commission, and that always worked. Apparently that is quickly becoming my last recourse.This is more venting than question, but has anyone had similar experiences?
Yes, unfortunately, these types of situations are not uncommon when dealing with utility companies. It's frustrating when the initial assessment clearly indicates a need for an upgrade, the planner agrees, and then the line crew disregards the instructions. Here's a breakdown of why this might happen, and some steps you can take
Possible Reasons for the Disconnect:
Miscommunication
Even with a planner's order, the line crew may not have received the correct information. Internal communication breakdowns are a frequent problem in large organizations.
Cost-Cutting Measures
Utility companies are often under pressure to minimize expenses. Replacing a drop can be costly, so they may try to avoid it if they think the existing drop is technically functional, even if it's undersized and outdated.
Overconfidence/Experience
The line crew may have assessed the situation and, based on their experience, believed the existing drop was sufficient. This can be particularly true if the actual load is lower than the calculated load. However, the calculation is based on the potential load which the utility must be able to supply, which they do understand.
Lack of Information on the Crew's Part
The crew may not have had adequate information on the details of the changes at the service end. They may not have taken into account that a 200A service with an electric range and a hot tub requires a certain gauge drop. They may think the homeowner just wanted a bigger breaker.
Bureaucracy
It's possible the request got lost in the system or someone higher up overruled the planner's recommendation for budgetary reasons.
What to Do (Beyond the Public Service Commission Threat)
Document Everything
Maintain a detailed record of all communications, including dates, times, names, and specific details of the conversations. Keep copies of any emails, the initial service order request, and the planner's report.2.
Escalate Within National Grid
Go Back to the Planner
Reinforce to the planner how important this issue is. They may have a direct line to someone higher up who can intervene. Stress that the homeowner is not happy.
Ask for the Reason in Writing
Ask the "owner" representative or the line supervisor for a written explanation as to why the drop will not be upgraded. This puts them on the record and can be helpful if you need to escalate further.
Contact the Customer Service Department
Sometimes, escalating to the customer service department can help. They may be more sensitive to customer concerns and have the authority to resolve the issue.3.
Involve the Electrical Inspector
Your electrical inspector (whom you've known for 25 years) can be a valuable ally.
Ask for their Opinion
Get their written opinion on whether the existing drop is adequate for the 200A service and the calculated load.
Have them Contact the Utility
If the inspector agrees the drop is inadequate, they can contact National Grid on your behalf. The utility is more likely to listen to an inspector's concerns.4.
Explain the Code Requirements
Remind the "owner" representative that the service must be able to handle the calculated load per the NEC and local codes. A drop that is too small can overheat, causing voltage drops and potential fire hazards.5.
The Public Service Commission (PSC) Threat (Use Judiciously)
While this has worked in the past, consider using it as a last resort. A more measured approach might be to say you're considering contacting the PSC to review the situation if the utility doesn't address the issue. The implied threat can sometimes be more effective.6.
Consider a Formal Complaint to the Utility
Many utilities have a formal complaint process. Filing a formal complaint can help ensure the issue is properly investigated.7.
Document the Potential Hazard
If the drop is clearly undersized, brittle, and potentially dangerous, take photos and videos. This documentation can be useful if you need to escalate the issue or if something goes wrong in the future.8.
Legal Consultation (If Necessary)
If all else fails, consider consulting with an attorney who specializes in utility regulations.
Key Points to Emphasize
Safety
The existing drop poses a potential safety hazard due to being undersized and outdated.
Compliance
The service must comply with the NEC and local codes.
Customer Satisfaction
The customer is not happy and may switch to another utility provider if the issue is not resolved.
Initial Approval
The planner approved the upgrade, and the utility is now going back on its word.
Example Wording for Escalation:"I'm very concerned about the current situation with the service drop at [address]. The planner, [planner's name], assessed the situation and determined that the existing drop is inadequate for the new 200A service and the calculated load. Despite this, the line crew refused to upgrade the drop. I believe this is a safety hazard and a violation of code. I would appreciate it if you could review this matter and ensure that the drop is upgraded as originally planned. I am also considering contacting the Public Service Commission to review this matter if the utility doesn't address the issue soon.”Good luck! Persistance is key. Flag for review