Pepco Customer Care: Complete, Practical Guide

About Pepco and When to Contact Customer Care

Pepco (Potomac Electric Power Company), a subsidiary of Exelon since 2016, provides electric delivery service to Washington, DC and parts of suburban Maryland, including Montgomery and Prince George’s counties. The company serves more than 900,000 residential and business customers across this territory and operates a modernized grid with advanced (AMI) smart meters deployed to virtually all customers.

Customer Care supports a wide set of needs: power outages and downed wires, billing questions, payment arrangements, service start/stop/transfer, meter issues, streetlight repairs, tree-trimming requests around power lines, and support for energy assistance and efficiency programs. The fastest channel depends on the task: use the outage line or text for emergencies and outages; use My Account or phone support for billing and service transactions.

Fastest Ways to Reach Pepco

Key Contacts and Online Tools

Choose the contact method based on urgency. Life-safety hazards and outages are handled on 24/7 lines; account and billing support is typically handled during extended business hours. Have your 11-digit Pepco account number (from your bill or My Account) ready for fastest service.

• Emergencies (downed wires/sparking equipment): 1-877-737-2662 (24/7). Stay at least 30 feet away and call 911 if there is immediate danger.
• Report or check outages: 1-877-737-2662 or text OUT to 48710 (enroll first via pepco.com by adding your mobile number to your profile). View the live outage map via pepco.com (Outages & Storms section).
• Customer Care (billing, start/stop/transfer, payment arrangements): 202-833-7500. Telecommunications Relay Service users can dial 711.
• My Account (online self-service for payments, autopay, budget billing, usage data): pepco.com/MyAccount. Most routine transactions can be done in 3–5 minutes.
• General information, programs, and assistance resources: pepco.com (navigate to Help & Support).

Pepco’s Washington, DC office is located at 701 9th Street NW, Washington, DC 20068. This is a corporate office, not a walk‑in payment counter. For in-person payment locations (authorized agents), use the locator under “Ways to Pay” at pepco.com to find the nearest option and applicable fees/hours before you go.

Starting, Stopping, or Transferring Service

What You’ll Need and Timelines

For a standard residential move, request start/stop/transfer through pepco.com/MyAccount or by calling 202-833-7500. Have your service address, move-in/move-out date, government ID, contact phone/email, and (if applicable) landlord or property manager details. In most areas, Pepco can complete routine connects/disconnects within 1–3 business days; during peak moving periods (end/beginning of month) allow additional lead time.

Pepco may perform a soft connect/disconnect remotely using your smart meter. If field work is required (e.g., the meter base is inaccessible or service equipment needs inspection), you’ll be given a scheduling window. Under DC and Maryland regulations, Pepco may require a security deposit based on credit screening or payment history; when required, residential deposits are typically capped by rule at up to two average months of bills and earn interest as set by the jurisdiction. You’ll see any deposit requirement disclosed during your request and on your first bill.

Understanding Your Pepco Bill and Rates

Bill Components and the Price to Compare

Your Pepco bill has two main parts: delivery and supply. Delivery charges (Pepco) cover poles/wires, meter, customer service, and reliability investments and are regulated by the DC PSC or Maryland PSC. Supply (generation) can be purchased from Pepco’s Standard Offer Service (SOS) or a licensed third-party supplier you choose. The SOS “Price to Compare” is expressed in cents per kWh and changes periodically by season and procurement schedule; check the current value for your rate class on pepco.com (look for “Price to Compare” or “Electric Choice”). In recent years, typical residential SOS prices have ranged around 9–13¢/kWh depending on season and jurisdiction, but the posted current rate is the one that applies.

Pepco offers Budget Billing (levelized payments based on a rolling 12-month average), AutoPay, paperless billing, and detailed usage analytics from your smart meter (daily and hourly views) to help manage costs. If you’re experiencing hardship, contact Pepco early to set up a payment arrangement and ask about aid programs.

Payment Assistance and Energy Programs

Income-Qualified Support and How to Apply

District of Columbia residents can apply for LIHEAP and related programs through the DC Department of Energy & Environment (DOEE). Call 202-673-6750 or visit doee.dc.gov (Energy Assistance) to check eligibility, documents required (typically ID, proof of address, income, and recent utility bills), and current benefit amounts. Maryland residents can apply through the Office of Home Energy Programs (OHEP) at 1-800-332-6347 or energyhelp.maryland.gov.

Pepco also participates in utility-funded assistance and arrearage management options that can pair with LIHEAP to reduce or eliminate past-due balances. Availability varies by year and jurisdiction; Pepco Customer Care can screen you quickly and refer you to local service agencies. Applying early in the season (October–December for winter heating support and May–July for summer cooling support) increases your chances of timely approval.

Reliability, Outage Restoration, and Safety

What to Expect During an Outage

Restoration follows a standardized sequence: public safety hazards and critical infrastructure first (downed live wires, hospitals, fire/police), then substations and main feeders affecting the largest groups, then neighborhood laterals and individual service lines. You can monitor estimated restoration times (ETRs) on the outage map at pepco.com and via text alerts if enrolled. Crews may need to patrol lines and replace fuses, transformers, or poles; ETRs can change as field assessments progress.

• Stay at least 30 feet from downed wires and anything touching them; call 1-877-737-2662 and 911.
• Unplug sensitive electronics or use surge protection; when power returns, turn appliances back on gradually.
• Food safety: a closed refrigerator keeps food cold about 4 hours; a full freezer about 48 hours (24 hours if half-full). Discard perishable items above 40°F for over 2 hours.
• If you have life-support equipment, ensure Pepco has your medical needs noted on your account and maintain backup power and a relocation plan; always call 911 for medical emergencies.

Streetlights, Trees, and Other Non-Billing Requests

How to Get Non-Emergency Issues Addressed

Report streetlight problems (light out, cycling, day-burning) using the online streetlight tool at pepco.com (you can search by map or pole number) or call 202-833-7500 with the nearest address and pole ID. Most routine streetlight repairs are completed in a few business days; cable faults or underground issues can take longer and may require permitting.

For trees near power lines, request vegetation management via pepco.com or by phone. Pepco trims on a planned cycle for reliability and will evaluate hazard trees on request. Never attempt to prune trees near electric lines yourself.

Escalations and Regulatory Contacts

When You Need Extra Help

If an issue isn’t resolved, ask the representative for a case or ticket number and request a supervisor callback. Summarize your request, what resolution you’re seeking, and any critical dates (e.g., move-in, medical needs). Keep copies of bills, photos, and prior correspondence to speed review.

For formal complaint channels, residents can contact their regulator or consumer advocate. In DC, see the Public Service Commission (dcpsc.org) and the Office of the People’s Counsel (opc-dc.gov). In Maryland, see the Maryland Public Service Commission (psc.state.md.us) and the Office of People’s Counsel (opc.maryland.gov). These agencies provide guidance on rights, dispute processes, and supplier choice.

Tips to Save Time When Contacting Pepco

Be Ready and Use the Best Channel

Have your account number, service address, phone, and email ready. For move requests, include your exact start/stop dates and landlord contact if applicable. For billing questions, note the bill date, amount in question, and any readings or meter photos.

Use digital channels when possible: My Account handles most tasks without a wait, and text/email alerts provide proactive outage and restoration updates. For emergencies or hazards, call 1-877-737-2662 immediately—don’t rely on web or social media for urgent issues.

How do I get help with my Pepco bill?

Visit pepco.com/AssistanceFinder today to see what programs best fit your needs. For best results, sign in through your My Account. You can also contact our Customer Care team at 202-833-7500 for additional help.

How do I call Pepco customer service?

To report a downed or sparking power line, please call 1-877-737-2662.

Why is Pepco Bill so high?

Furthermore, it’s really just not accurate Pepco’s distribution rates are the primary reason current electricity bills are high. The primary reason is market supply costs, which are outside the control of Pepco (regardless of Exelon acquisition).

How do I start Pepco service in Maryland?

You may request electric service using one of the following methods:

• Complete and submit an online service request.
• Call our Customer Service at (202) 833-7500(202) 833-7500.
• Visit one of our Customer Service Centers.