Public Safety Chiefs: Communication With Utilities Has to Change

Weston Police Chief Steven Shaw and Fire Chief David Soar did not mince words when asked by town officials for their opinions on how NStar and Verizon handled the post-October snowstorm aftermath.

"My main frustration is the communication piece. I almost have the feeling they designed it that way," said Shaw to selectmen on Tuesday night.

Power was out for many Weston residents from Saturday evening until at least Wednesday, and for a time, so were the phone lines—including public safety phone lines.

When the power and phones went down, Shaw said he and Soar had to keep calling Verizon again and again to find out the status of their phones' failure—the same customer service line that the average Verizon customer uses.

In the past, Shaw said, Verizon had always prioritized getting public safety lines back in service, even as temporary numbers, but over the years, that has ceased to exist.

"We don't get any more courtesy than the general public does" when it comes to restoring service, he said.

In addition, he was also unhappy with Verizon because a large tree had fallen on Verizon wires on Glen Road, effectively blocking the street from public access. That situation was not remedied until the Friday after the storm, Shaw said.

Shaw said he also had his frustrations with NStar as well—that it was difficult to get in touch with them and that a regional representative evaded their questions about restoring power.

"They're the only game in town here, and they've got us held hostage," he said.

Selectman Michael Harrity said he was stunned by Verizon's lack of response to Weston's public safety officials.

"That can't be acceptable" for police and fire to use the same customer service line, he said.

"It's inconceivable to me that that's the case."

Soar said he'd be interested in exploring other options for restoring the power quicker, and Town Manager Donna VanderClock said that one option that Weston is considering is joining the Wellesley Municipal Light Plant.

Wellesley, she said, had full power restored by Sunday night.

"I think it might be worthwhile to at least explore what might be involved in having Wellesley provide our power," she said.