Duke Energy Customer Care Number: The Definitive, Up‑to‑Date Guide

Who Duke Energy Serves and Why the Right Number Matters

Duke Energy is one of the largest electric utilities in the United States, serving approximately 8.2–8.4 million retail electric customers across six states: North Carolina, South Carolina, Florida, Indiana, Ohio, and Kentucky. The company traces its roots to 1904 and is headquartered at 550 South Tryon Street, Charlotte, NC 28202. With millions of accounts and multiple operating divisions, Duke Energy routes calls by service area to reduce hold times and connect you with the team that can access your specific billing, metering, and outage systems.

Using the correct customer care number for your state and division (Duke Energy Carolinas, Duke Energy Progress, Duke Energy Florida, Duke Energy Indiana, or Duke Energy Ohio/Kentucky) will save time and ensure you reach agents who can act on your account. Most general customer care lines are staffed Monday–Friday, typically 7 a.m.–7 p.m. local time. Outage and emergency lines operate 24/7. For online resources, the main website is www.duke-energy.com.

Quick Customer Care Numbers by Service Area (Billing, Start/Stop/Move Service)

Call these numbers for billing questions, payment arrangements, setting up new service, stopping service, transferring service, and general account support. If you’re unsure which division serves you, check the name printed on your bill or log in at www.duke-energy.com/my-account to confirm your service area before calling.

When you call, have your account number, service address, and a phone number on file ready. Spanish-language support is available via the same numbers; follow the voice prompts and select Español. Automated self-service is available 24/7, and live-agent availability is generally business days only.

• Duke Energy Carolinas (NC/SC) – Customer Care: 800-777-9898
• Duke Energy Progress (Eastern NC and parts of SC) – Customer Care: 800-452-2777
• Duke Energy Florida – Customer Care: 800-700-8744
• Duke Energy Indiana – Customer Care: 800-521-2232
• Duke Energy Ohio/Kentucky – Customer Care: 800-544-6900

Outage and Safety Reporting Lines (24/7)

Use the outage lines below to report a power outage, downed lines, or electrical safety concerns. For any life-threatening emergency (fire, shock, or a downed line that’s sparking), call 911 first, then notify Duke Energy. You can also view current outages and estimated restoration times at www.duke-energy.com/outages; updates are refreshed as field crews assess and repair damage.

To speed restoration, report your outage once and request text/email updates through your online account. If you are medically dependent on electricity, alert the agent and ask about medical needs notifications so your account is flagged during major events. Safety note: Always assume all lines are energized; keep at least 35 feet away from downed lines and do not attempt to remove debris from lines.

• Duke Energy Carolinas – Report Outage: 800-769-3766
• Duke Energy Progress – Report Outage: 800-419-6356
• Duke Energy Florida – Report Outage: 800-228-8485
• Duke Energy Indiana – Report Outage: 800-343-3525
• Duke Energy Ohio/Kentucky – Report Outage: 800-543-5599

What to Have Ready When You Call

For billing and account services, you’ll typically be asked to verify your full name, service address, a phone number or email on file, and your account number (printed on your bill and available in your online account). If you’re starting service, be ready with your move-in date, service address, and government-issued ID details; deposits or identity verification may be required depending on your credit screen.

For payment arrangements, have your upcoming due date, the amount you can pay today, and proposed dates for any remaining balance. If you’re calling about a high bill, note your meter reading dates, recent appliance changes, and any unusual usage (HVAC issues, construction, or guests). For outage calls, have a clear description of the issue, whether there are any hazards present, and a call-back number.

Tips to Reach a Live Agent Faster

Call during off-peak windows: mid-mornings (10–11 a.m.) and mid-afternoons (2–4 p.m.) Tuesday–Thursday typically see shorter waits. Avoid the first business day after major storms and Monday mornings, when hold times are usually longest. Use the phone keypad to navigate menus directly—select “billing,” “move service,” or “speak to a representative” when prompted.

If the system offers a call-back option, accept it—these are honored in queue order and often save time. Many routine updates (email, phone number, outage status, payment confirmations) are available instantly via the automated system or your online account at www.duke-energy.com/my-account, which can prevent a transfer or duplicate call.

Digital Options That Solve Most Requests

The online account portal at www.duke-energy.com/my-account handles: start/stop/move service, payment methods (one-time card, bank draft, Auto Pay), eBill enrollment, past bill and usage history, outage status and alerts, and updating contact preferences. If you’re moving, start at www.duke-energy.com/moving to find available dates and required information; confirmations are issued immediately.

For outages and storm updates, the outage center at www.duke-energy.com/outages provides interactive maps, restoration ETAs, and safety resources. If you need assistance programs, go to www.duke-energy.com/home/billing/special-assistance to review eligibility and apply; programs vary by state and may include payment extensions, deferred payment plans, and referrals to state energy assistance.

Business, Landlord, and Property Manager Notes

Business customers typically use the same regional customer care numbers listed above. When the IVR asks, choose the business account option to reach agents trained for commercial rates, tax-exempt status, demand charges, and multi-site billing. Have your federal EIN, service address(es), and any meter or premise IDs ready to speed verification.

Landlords and property managers should ask about landlord agreements or continuous service options where available, so service automatically transfers between tenants without interruption. For new construction or major load changes (EV chargers, kitchen equipment, HVAC upgrades), request a load review to ensure adequate transformer capacity and correct metering.

Escalations, Records, and Where to Write

Keep detailed notes of every interaction: date/time, the number you called, the agent’s first name or ID, and a case or confirmation number. If your issue isn’t resolved, politely request a supervisor callback and provide your availability. For claims related to equipment damage or outage-related losses, start at www.duke-energy.com/customer-service/claims to submit documentation; response times depend on investigation scope.

Mail correspondence (not for payments) can be sent to: Duke Energy, 550 South Tryon Street, Charlotte, NC 28202. Include your full name, service address, account number, and daytime phone. If you remain dissatisfied after formal review by Duke Energy, you can contact your state utility commission or public service commission; search “your state + utility commission complaint” for the correct office and phone number relevant to your service location.

How do I speak to a live person at Duke Energy?

The best way to contact Duke Energy customer service is to call their hotline at 1-800-777-9898. Customer service representatives are available 24 hours a day, 7 days a week. Additionally, customers can use Duke Energy’s online support system and email service to reach out with any inquiries or problems.

Can Duke Energy lower your bill?

You could be eligible for free energy improvements that can help lower your energy use – and your monthly energy bill. Upgrades can include heating and cooling systems, insulation, air sealing, appliances and more.

How do I report a power outage to Duke Energy?

Duke Energy offers multiple channels for outage reporting:

1. Call to report at 800. POWERON (800.769. 3766) if you are in North Carolina and South Carolina; 800.543. 5599 for Ohio and Kentucky; 800.343.
2. Text OUT to 57801 to report an outage.
3. Download the Duke Energy app to report outages and get restoration updates.

What is the number for Duke Energy 800 777 9898?

Make a payment by phone
You can call us at 800.777. 9898 anytime and make a payment through our automated phone system.