PECO Customer Care: A Practical, Expert Guide for Southeastern Pennsylvania

Who PECO Serves and What Customer Care Covers

PECO Energy Company is the largest electric and natural gas utility in Pennsylvania, serving approximately 1.6 million electric customers and about 548,000 natural gas customers across Philadelphia and the surrounding counties of Bucks, Chester, Delaware, and Montgomery. Founded in 1881 as the Philadelphia Electric Company, PECO is a regulated distribution utility and a subsidiary of Exelon. Its customer care organization supports residential, small business, and large commercial accounts with billing, service requests, outage support, and energy assistance.

Customer care encompasses start/stop/move service, payment arrangements, energy choice questions, assistance program enrollment, meter access issues, and field appointments for gas and electric service work. Because Pennsylvania is a “choice” state, PECO handles delivery and reliability, while customers may select a competitive supplier for generation (electric) or gas supply. PECO’s customer care team is the first stop for delivery issues, safety concerns, and account management; supply questions about third-party contracts are generally directed to the chosen supplier.

How to Reach PECO Customer Care

The most reliable way to contact customer care is through your secure online account at peco.com or via the official PECO mobile app (available in the Apple App Store and Google Play). Online self-service covers most needs: viewing and paying bills, starting or stopping service, reporting outages, checking restoration estimates, and requesting payment arrangements. For account-specific phone numbers and hours, refer to the contact information printed on your monthly bill and the Contact Us page on peco.com; these channels route you based on your service address and account type.

For written correspondence, PECO’s headquarters is located at 2301 Market Street, Philadelphia, PA 19103. Do not mail payments to this address unless your bill explicitly instructs you to do so; payment remittance PO Boxes differ and are printed on your statement. If you are experiencing a life-threatening emergency (fire, downed power line on a vehicle, suspected gas leak with ignition risk), call 911 first, then contact PECO using the emergency instructions on your bill.

If you need accessibility accommodations, PECO provides language assistance and TTY/TDD options; details are listed on peco.com and on your bill. Keep in mind that outage and gas emergency lines operate 24/7, while general account support follows business hours that may vary by day and season. Always rely on the phone number printed on your current bill to avoid outdated information.

Billing, Payments, and Your Rate

PECO bills residential electric service monthly based on actual or estimated usage (kilowatt-hours, kWh). Smart meters provide interval data and generally allow for actual monthly reads. Natural gas billing is based on Ccf or therms. Your bill itemizes delivery charges regulated by the Pennsylvania Public Utility Commission (PUC) and a “Price to Compare” for electric supply if you have not chosen a competitive supplier. The Price to Compare changes periodically; you can view the current value in your online account and on peco.com. Use it to compare offers on PAPowerSwitch.com (electric) and PAGasSwitch.com (natural gas).

Payment options include one-time bank draft or card, AutoPay, Budget Billing (spreads costs evenly across 12 months based on historical usage), in-person payments at authorized locations, and mail. If you anticipate difficulty paying, contact PECO before your due date to explore payment arrangements. Under Pennsylvania regulations, customers facing hardship may qualify for installment plans customized to income and balance; missed communications can limit your options, so early outreach matters.

Deposits and reconnection rules are governed by PA Chapter 56 regulations. Residential deposits, when applicable, are typically capped at two months of estimated charges and earn interest at a PUC-specified rate. Deposits are generally reviewed for refund after 12 months of on-time payments. Exact eligibility and amounts depend on your payment history, credit, and occupancy status.

Payment Assistance and Energy Affordability Programs

PECO administers and partners on several programs to keep service affordable. Eligibility is based on household income relative to the Federal Poverty Level (FPL), household size, and documented hardship. Programs include utility-sponsored options and state/federal aid. Applications usually require proof of income (recent pay stubs or benefit letters), identification, and your PECO account number. Processing time can range from a few days to several weeks depending on volume and funding cycles.

LIHEAP (Low-Income Home Energy Assistance Program) typically accepts applications during the heating season (often November through April, subject to state funding), providing grants paid directly to utilities. PECO’s Customer Assistance Program (CAP) can lower monthly bills to an affordable percentage of income for qualified customers, while the Matching Energy Assistance Fund (MEAF) may offer one-time crisis grants. Energy efficiency kits, weatherization, and usage reduction services can permanently lower bills by addressing high-consumption drivers.

• PECO CAP: Income-based monthly bill; eligibility often extends to customers at or below low-income thresholds. Requires ongoing income verification and timely payments.
• LIHEAP: State-administered grants for heating costs; no repayment; apply early in the season via your county assistance office or online at the state portal.
• MEAF: Donor- and utility-funded grants for arrearages; administered by community agencies; documentation of hardship required.
• Weatherization/Usage Reduction: No- or low-cost measures (LEDs, air sealing, insulation) for eligible households; can reduce annual kWh/therms by double digits.

Outages, Safety, and Emergencies

For power outages, report via peco.com or the PECO mobile app to receive accurate restoration estimates and status updates. The online outage map shows affected areas and crew status. If you see a downed wire, stay at least 30 feet away, treat all wires as energized, and call 911 before contacting PECO. Never attempt to move tree limbs off wires yourself. If a medical device depends on electricity, notify PECO to be placed on a critical care registry; this does not guarantee priority restoration but supports targeted outreach.

For suspected gas leaks, leave the area immediately—do not use switches, phones, or lighters inside the affected space. From a safe location, call 911 and then follow the emergency contact guidance shown on your PECO bill. Signs of a leak include a rotten-egg odor (mercaptan), hissing sounds near appliances or meters, and dead vegetation over buried lines. PECO responds to gas odor calls 24/7 at no charge; let technicians access meters and appliances.

After severe storms, PECO triages hazards first (downed lines, hospitals, critical infrastructure), then restores feeders, laterals, and individual service drops. Photograph any damage on your property for insurance, but keep clear of equipment. If your meter base or service mast is damaged, you may need a licensed electrician to make repairs before PECO can reconnect; obtain inspections where required by your municipality.

Start, Stop, or Move Service

Most residential start/stop requests can be scheduled online in minutes. Standard connects or disconnects usually occur within 1–3 business days, subject to meter access and safety checks. Same-day service may be available in limited cases but is not guaranteed. Be ready to provide your service address, move-in/move-out dates, government-issued ID, and, if requested, proof of occupancy or a lease.

Smart meters allow many electric connects/disconnects to be performed remotely, reducing appointment needs. Gas service changes may require a field visit for safety. Ensure pets are secured and that technicians can access the meter and the main electrical panel or gas appliances as needed. If you’re planning new construction or significant load changes (e.g., EV charging, electrification, or rooftop solar interconnection), engage PECO’s New Business or Interconnection teams early; engineering review and permits can add weeks to timelines.

Documentation, Escalation, and Your Rights

Keep records of every interaction: dates, names, ticket numbers, and screenshots of online submissions. If an issue is not resolved on the first contact, request a supervisor review and a written confirmation of the resolution plan. For billing disputes, continue paying undisputed portions to avoid collections while the investigation proceeds. If service is at risk of termination, ask about medical certificates and assistance referrals immediately.

If you cannot resolve a complaint with PECO, you can contact the Pennsylvania Public Utility Commission’s Bureau of Consumer Services at 1-800-692-7380 or visit puc.pa.gov to file an informal complaint. The PUC’s address is 400 North Street, Harrisburg, PA 17120. The Office of Consumer Advocate (oca.pa.gov) provides additional guidance for residential customers. Keep all documentation; regulators may request evidence of your attempts to resolve the issue directly with PECO.

What to Have Ready When You Contact PECO

Preparation speeds resolution and helps customer care tailor solutions to your situation. Having the following details at hand typically shortens call or chat time and reduces follow-up requests. Store copies in a secure digital folder so you can attach them quickly through your online account or app when asked.

• Account number, service address, and a photo ID; for move-ins, lease or settlement documents.
• For billing issues: copies of recent bills, payment confirmations, bank or card statements, and any supplier contracts.
• For assistance programs: proof of income for all household members (last 30–60 days), benefit award letters, and household size.
• For outages or equipment concerns: photos of visible damage taken from a safe distance, and notes on access constraints (locked gates, dogs, alley access).

For the most current contact numbers, program eligibility, and service notices, always refer to your monthly PECO bill and the official website at peco.com. Utility information can change with regulatory orders, funding availability, or seasonal demand; checking official sources before you call or apply will save time and help you get the right result on the first try.

How much is a PECO bill a month?

How Much Do PECO PTC Charges Cost?

	Rate per 864 kWh Used	Total
PTC Supply Rate	10.400 cents	$89.86
Monthly Distribution Charges (excluding riders)	$0.06609 per kWh	$67.08
Total Bill		$156.94

Jun 2, 2025

What number is 800-494-4000?

Speak with a PECO Customer Service Representative at 1-800-494-4000.

What is the phone number for PECO 24 hour customer service?

1-800-494-4000
Create a My Account now. If you require additional assistance, please give us a call at. 1-800-494-4000.

How do I check the status of my PECO?

PECO’s Outage Map provides information on the current outages and their location. This information can help customers determine if their area is affected by an outage. Additionally, customers can check the status of their outage with PECO’s toll-free number at 1-800-841-4141.