JEA Customer Care: Practical, Detailed Guide to Getting Help Fast

JEA is the community-owned utility serving Jacksonville, Florida and surrounding areas with electric, water, and wastewater services. Whether you need to start service at a new address, get help with a bill, or report an outage, JEA’s Customer Care team centralizes support through phone, web, and in-person options. The information below focuses on the fastest paths to resolution, with concrete contacts, timelines, and what to expect when you reach out.

Because utility needs are often time-sensitive—like same-day connections or storm-related outages—knowing the right channel and the right data to have on hand can save you hours. Keep your service address, account number (if available), and a government-issued ID handy, and if you’re calling about a specific incident (e.g., a water leak), jot down the exact location and when it started.

How to Reach JEA Customer Care

JEA’s main Customer Care line is the single best starting point for most requests. You can also self-serve through the My JEA Account portal for payments, start/stop service, and tracking requests. Walk-in assistance is available downtown for customers who prefer in-person help or need to present documents.

• Phone (general Customer Care): 904-665-6000 — live agents typically Mon–Fri, 7:00 a.m.–6:00 p.m. Eastern; IVR and emergency reporting are available 24/7.
• Outages and emergencies: 904-665-6000 — follow prompts for electric outages or water/wastewater emergencies. If you see a downed power line, call 911 first, then JEA.
• Website: https://www.jea.com — service requests, FAQs, and outage resources. Customer portal: https://my.jea.com for bills, payments, and account changes.
• Walk-in Customer Care: JEA Headquarters, 225 N. Pearl St., Jacksonville, FL 32202 — check current lobby hours at jea.com before visiting.
• TTY/Relay for hearing/speech impaired: Florida Relay 711.

Tip: When calling about an active outage, report it even if neighbors already have—ticket volume helps JEA isolate device-level issues (like a single transformer) versus feeder-level events. For water/wastewater concerns (low pressure, sewer backup, main breaks), include nearest cross streets and whether water is discolored or has odors to help dispatch crews faster.

Starting, Stopping, or Transferring Service

You can request start/stop/transfer through https://my.jea.com or by calling 904-665-6000. Standard connects are usually completed within 1–2 business days. Same-day service may be possible if requested early in the day; availability and any expedite fees vary by workload and location. If you’re moving within JEA’s territory, a transfer is often faster than a full disconnect/connect, and it keeps your billing continuous.

Be ready to provide a government-issued ID, Social Security number or Tax ID, the service address (including unit number), and the date you need service to begin or end. Depending on a soft credit inquiry and account history, a refundable deposit may be required. Commercial accounts should also prepare entity documents and, if applicable, a federal EIN. If there’s a locked meter or site access issue (e.g., gated community), note gate codes or access instructions in your request to avoid delays.

Billing, Payments, and Assistance

JEA bills monthly and supports multiple payment methods: online through My JEA Account, one-time guest pay, pay-by-phone via the 904-665-6000 automated system, bank draft (AutoPay), and in-person payments at the downtown office or at authorized third-party payment locations listed on jea.com. Credit/debit card payments may carry a convenience fee depending on the channel; bank draft typically does not. eBill enrollment is available through the portal for paperless statements.

If a bill becomes past due, JEA issues notices before interruption of service. To avoid disconnection, pay the “past due” amount and any applicable fees before the notice date or arrange a payment extension through the portal or by phone—extensions are assessed case-by-case and depend on prior payment history and the age of the balance. Reconnection after payment generally occurs the same day if processed early; evenings, weekends, weather, and safety conditions can affect timing.

Payment assistance is available through state and local partners. Start with United Way by dialing 2-1-1 to check eligibility for LIHEAP (Low-Income Home Energy Assistance Program) and related funds in Duval and neighboring counties. JEA also supports a community-funded assistance program; see jea.com for “Neighbor” or “Assistance” programs and how to apply or contribute. If your household’s income varies month-to-month, ask about budget billing options to level seasonal highs and better plan cash flow.

Outages, Emergencies, and Reliability

Report electric outages at 904-665-6000 or online via the outage resources at jea.com. The outage map shows current incidents, estimated restoration times (when available), and crew status. During severe weather, restoration follows a triage model: public safety hazards and critical infrastructure first, then feeders/substations, then neighborhood laterals, and finally single-premise issues. This is why a nearby area may come back before your specific street.

For water and wastewater emergencies—low pressure, main breaks, sewer backups—call 904-665-6000 and choose water/wastewater. Avoid using sinks, showers, or flushing toilets if you suspect a sewer backup until a crew advises it’s safe. If you rely on powered medical equipment, notify JEA Customer Care to discuss options and ensure your account is flagged; while utilities cannot guarantee uninterrupted power, this helps JEA prioritize communication and guidance during outages.

Conservation, Rebates, and Usage Insights

Lowering usage is often the fastest way to cut bills, especially in summer. Through My JEA Account, you can monitor daily usage (electric and, where metered, water) to spot spikes. HVAC typically drives 40–60% of summer electric use in Northeast Florida; a 2°F thermostat adjustment can shave several percent off monthly kWh. Seal duct leaks, change filters every 30–60 days during heavy use, and consider a tune-up before peak season to reduce run time and improve comfort.

JEA periodically offers efficiency rebates and conservation programs; availability and amounts change by budget year. Check jea.com for current incentives on high-efficiency HVAC, heat pump water heaters, smart thermostats, irrigation upgrades, or WaterSense fixtures. If you irrigate, align your schedule with local watering restrictions and seasonally reduce run times—irrigation can account for thousands of gallons per month in spring and summer if left on “set and forget.”

Top Customer Care Tips and Common Requests

• Move-in timing: Submit start requests 3–5 business days ahead during peak moving seasons (end/beginning of month). Have gate codes and any required permits ready for new construction meters.
• Name changes and landlord accounts: Use My JEA Account to add authorized users or landlord/tenant arrangements. Keep contact info current for outage texts and billing alerts.
• High-bill checks: Compare kWh or gallons to last year’s same month; a 20–30% jump often points to HVAC, water heater, or irrigation. JEA can check for meter read anomalies and create a service order if usage seems inconsistent with historical patterns.
• Tree and line clearance: For limbs on primary lines, call 904-665-6000. Don’t attempt trimming near lines; JEA or its contractors will assess and schedule work.
• Digging near utilities: Call 811 at least two full business days before you dig to mark buried lines. This prevents dangerous strikes and costly repairs.
• Mailing and third-party payments: Use only authorized locations listed at jea.com and confirm the payment posts to your account the same day; keep the receipt until it appears online.

Escalations and Service Quality

If an issue isn’t resolved on the first contact, ask the representative to document a case number and provide the expected follow-up date. For field work, request the work order number so you can reference it if you need to check status later. You can also send supporting photos (e.g., of a meter, leak, or access issue) through the online contact forms at jea.com to expedite troubleshooting.

For complex billing disputes or repeated service delays, request a supervisor callback through 904-665-6000 and summarize the history with dates, prior case numbers, and any receipts. JEA publishes customer care updates, planned maintenance windows, and storm preparation guidance on jea.com; checking those notices before calling can save time during high-volume periods such as hurricane season.

How do I report a power line down to JEA?

Report your outage: You can report your outages before, during or after a storm– and receive acknowledgement and updates for your outage. Call (904) 665-6000 or visit jea.com/outage to report your outage. You can also text “OUT” to MyJEA (69532) to get outage updates sent to your phone.

How do I report a water leak in Jacksonville, FL?

To request service or report a problem, please call (904) 630-CITY (2489) or visit 630-CITY online.

Who is the electric provider for Jacksonville, Florida?

JEA –
JEA – Northeast Florida’s Community-Owned Electric, Water and Sewer Utility.

What is the phone number for JEA Florida?

(904) 665-6000
If you require same-day service and it is currently before 2:00pm, please contact our Customer Care Center at (904) 665-6000. The start date must occur within 30 days of the request. To start new service more than 30 days from the request date, please contact our Customer Care Center at (904) 665–6000.