Power has been on in all areas around me except fo...

Power has been on in all areas around me except for a 3 block radius and all customer service could say was "sweetheart you don't understand trees are down and lines are so our crews are restoring all this and it takes time". My power has been out since 5pm but the next street over has never lost power and l see no downed trees or lines
so hmmmmm who doesn't understand what , as she sits in her air conditioned cubicle?