Delmarva Customer Care: An Expert Guide to Getting Help, Faster

Who Delmarva Power Serves and What Customer Care Covers

Delmarva Power is the regulated electric utility for Delaware and much of Maryland’s Eastern Shore, serving approximately 532,000 electric customers across the Delmarva Peninsula. It also provides natural gas service to roughly 136,000 customers in northern Delaware. Delmarva Power operates as part of Pepco Holdings, an Exelon company, following Exelon’s 2016 acquisition of Pepco Holdings.

Customer Care is your front door for account setup and moves, billing questions, payment plans, outage reporting and restoration updates, energy assistance, and options for shopping competitive energy supply (where allowed by Delaware and Maryland law). The team can also explain rate components on your bill (supply vs. delivery), help with My Account tools, and enroll you in convenience programs like Budget Billing and AutoPay.

Live representatives are typically available Monday through Friday, 7:00 a.m.–7:00 p.m. Eastern Time (excluding major holidays). Automated self-service, outage reporting, and emergency lines operate 24/7. Language assistance and TTY access via 7-1-1 are available; ask for an interpreter if you prefer to speak in a language other than English.

How to Contact Delmarva Customer Care

For general account and billing help, call Customer Care at 1-800-375-7117. For outages, wires down, or electric emergencies, use the 24/7 hotline at 1-800-898-8042; if you observe a downed line, keep at least 30 feet away and call 911 first. You can also manage most needs online via My Account at www.delmarva.com/MyAccount and check the outage map and restoration estimates at www.delmarva.com/Outages.

If you are a Delmarva Power natural gas customer in northern Delaware and suspect a gas leak, evacuate immediately, call 911, and then call the gas emergency number on your bill. For the hearing impaired, use Maryland or Delaware Relay at 7-1-1 to connect to any Delmarva number. For updates and quick tips, Delmarva Power maintains official channels at www.delmarva.com and posts service advisories on social media; never share account details in public posts.

When possible, contact during mid-mornings or mid-afternoons midweek to avoid peak volumes after storms or billing cycles. If you prefer not to wait on hold, use the website’s virtual assistant, schedule a callback when offered, or start with online self-service for common tasks such as payment arrangements or starting service.

• Have ready: your 10–12 digit account number (or service address and last 4 of SSN), a call-back number, and a valid email.
• For outages: note the time power was lost, whether neighbors are also out, any visible damage, and any life-sustaining medical equipment at the premise.
• For moves: provide the exact service address, start/stop date, landlord or property manager contact (if applicable), and access instructions for the meter.
• For billing disputes: reference the bill date, billed kWh/therms, past payments, and any supplier enrollment confirmations.

Start, Stop, or Transfer Service

You can start, stop, or transfer electric service online at www.delmarva.com/MyAccount or by calling 1-800-375-7117. Routine requests generally can be scheduled within 1–3 business days; allow additional time during peak move-in periods (end/beginning of month) or if premise access is required. Identity verification is required, and Delmarva may perform a credit screen as allowed by state rules.

Deposits may be assessed based on credit and payment history; state public service commission regulations govern when deposits can be requested, how large they can be, and when they must be returned. If a deposit is required, you can ask Customer Care about installment options and how on-time payment history can qualify you for an early refund credit to your account.

For builders and major renovations, use the New Construction or Service Upgrade process listed at www.delmarva.com under “Services & Billing” to request meter sets, capacity confirmations, or overhead/underground work. Fees for new service work vary by scope; Delmarva will provide a written estimate and timeline after reviewing load details, one-line diagrams, and site plans.

Billing, Rates, and Payment Options

Your Delmarva bill includes two primary components: delivery (Delmarva’s regulated cost to bring energy to you—poles, wires/pipes, meters, operations) and supply (the energy commodity itself). In Delaware and Maryland, you may choose a competitive electricity supplier; if you do not, you pay Delmarva’s Standard Offer Service (SOS) supply rate. Current rate schedules and rider details are posted at www.delmarva.com/Rates or through your state public service commission.

Typical residential electric usage on the Delmarva Peninsula ranges from about 800 to 1,100 kWh per month depending on season, home size, and HVAC usage. Your bill will fluctuate with weather, supplier selections, and usage patterns visible in hourly intervals via My Account for premises with smart meters. If you add or remove large loads (EV charging, heat pumps), compare month-over-month kWh to confirm expected changes.

Payment options include AutoPay (bank draft), one-time online payments, pay-by-phone, in-person at authorized payment agents, and mail. Third-party card processors may charge a convenience fee; bank drafts typically do not. Budget Billing is available to spread costs more evenly over 12 months; you’ll see periodic “true-ups” to align your budget amount with actual usage. If you need flexibility, ask about payment arrangements as soon as possible—Delmarva can often extend due dates or set up multi-installment plans consistent with commission rules.

Outages and Reliability

Report outages 24/7 at 1-800-898-8042 or online at www.delmarva.com/Outages. The interactive outage map provides estimated times of restoration (ETRs) and crew status updates. During large storms, ETRs are refined as field assessments progress; medical needs customers should have a backup plan and not wait for power restoration if health is at risk.

Delmarva invests in vegetation management, equipment upgrades, and targeted grid automation to reduce the frequency and duration of outages. You can help by maintaining safe tree clearance on private property and ensuring Delmarva has access to meters and equipment. After an outage, check your main breaker first and unplug sensitive electronics until voltage is stable.

If you use life-sustaining medical equipment, notify Customer Care to be added to the Medical Equipment Notification list. While this does not guarantee priority restoration, it ensures you receive proactive outage communications and planning support. Keep emergency contacts and alternate care locations in your personal plan.

• Keep a 72-hour emergency kit (water: 1 gallon per person per day, nonperishable food, medications, flashlights, battery packs, and a battery-powered radio).
• Charge phones and power banks ahead of storms; consider a surge protector or UPS for critical devices.
• Never run generators indoors; place at least 20 feet from doors/windows with a transfer switch installed by a licensed electrician.
• Treat all downed wires as energized; stay 30+ feet away and call 911 and 1-800-898-8042.

Energy Assistance and Consumer Protections

Income-qualified customers can receive help through state-administered programs. In Delaware, start with LIHEAP at dhss.delaware.gov/dhss/dssc/liheap.html. In Maryland, apply through the Office of Home Energy Programs (MEAP/EUSP) at dhs.maryland.gov/ohep. Delmarva can also direct you to local agencies and charitable partners that provide emergency bill-pay grants.

Delmarva offers Budget Billing, payment arrangements, and the Gift of Energy program, allowing friends or organizations to make a bill payment on your behalf. If you’re facing disconnection, call 1-800-375-7117 immediately—more options are available before a shutoff order is issued. Customers with qualifying medical certifications may receive additional shutoff protections; your clinician must complete the state-approved form.

Competitive energy supply is available in both states; review supplier offers carefully, noting term length, fixed vs. variable rates, early termination fees, and promotional periods. Official shopping resources: Delaware PSC (depsc.delaware.gov) and Maryland PSC (www.psc.state.md.us). You can switch back to SOS supply per state rules if a supplier no longer meets your needs.

Safety, Scams, and Privacy

Delmarva employees carry identification and will never demand payment at your door or require gift cards, cryptocurrency, or wire transfers. If you receive a suspicious call threatening immediate shutoff, hang up and dial Delmarva directly at 1-800-375-7117 to verify your account status. You can report scams at www.delmarva.com/Safety.

Practice electrical safety year-round: keep meters and service equipment clear, avoid overloading outlets, and call 8-1-1 at least 2 business days before digging to have underground utilities marked. For gas safety (Delmarva gas customers in northern Delaware), leave the area immediately if you smell gas, avoid using switches/phones, call 911 from a safe location, then call the gas emergency number printed on your bill.

Protect your privacy by using only official portals (www.delmarva.com) and never sharing your One-Time Passcode or full Social Security Number via email or social media. Enable two-factor authentication on My Account and keep your contact info updated so you receive outage and billing alerts promptly.

Solar, Electric Vehicles, and Smart Meter Tools

Delmarva supports net metering for eligible customer-generators under Delaware and Maryland rules. System size caps, aggregate program limits, and crediting details vary by state and customer class; check current requirements with your installer and at your state PSC sites (depsc.delaware.gov and www.psc.state.md.us). Interconnection applications and timelines are posted at www.delmarva.com under “Save Energy & Money” and “Renewable Energy.”

Smart meters enable hourly usage tracking, bill-to-date estimates, and high-usage alerts. Log in to My Account to view load curves, compare to prior months, and set efficiency goals. If you are adding an EV, heat pump, or electrifying appliances, monitor your first full billing cycle to validate expected kWh increases and consider time-shifting loads to off-peak hours where possible.

State and utility EV incentives evolve; check www.delmarva.com and your state energy office for current rebates on chargers, EV-ready wiring, or time-of-use pilots. For larger projects, ask Delmarva’s New Service team about panel capacity and whether a service upgrade is advisable before installation.

Quick Links

Website: www.delmarva.com

Customer Care (billing, moves, programs): 1-800-375-7117

Outages and electric emergencies (24/7): 1-800-898-8042

Outage map and status: www.delmarva.com/Outages

Rates and tariffs: www.delmarva.com/Rates

Delaware PSC: depcs.delaware.gov | Maryland PSC: www.psc.state.md.us