PPL Customer Care: Complete, Practical Guide for Pennsylvania Electric Customers

Who PPL Serves and How Customer Care Helps

PPL Electric Utilities provides electric distribution service to about 1.4 million customers across central and eastern Pennsylvania, covering portions of 29 counties. The company is responsible for delivering power safely and reliably over its poles and wires, maintaining substations, restoring outages, and handling metering and billing for delivery service. If you buy generation supply from PPL (the “default service”), PPL also procures that electricity and includes it on your bill; if you choose a competitive supplier, PPL still handles delivery and outage response.

Customer care at PPL focuses on four pillars: accurate billing and convenient payment options, fast outage reporting and communications, affordability and energy assistance, and safety and reliability. Most everyday account tasks—start/stop service, pay a bill, report an outage, update contact preferences—can be completed online 24/7. Live agents are available during business hours for complex issues such as payment arrangements, disputes, or new construction service requests.

How to Contact PPL Customer Care

You can reach PPL through several official channels. Keep your 10-digit PPL account number handy (from your bill or online profile) to speed up identity verification, and make sure your mobile number and email are listed on your account so you can receive outage and billing alerts.

• Phone (Residential and Business): 1-800-342-5775 (1-800-DIAL-PPL). Emergency lines are available 24/7 for outages and downed wires; general billing and service agents are typically available Monday–Friday, standard business hours.
• Website and Account Portal: https://www.pplelectric.com for payments, start/stop/move service, outage reporting and map, and assistance applications. Create an online profile to view usage, enroll in paperless billing and AutoPay, and manage alerts.
• Mailing Address (Bill Payments): PPL Electric Utilities, P.O. Box 25239, Lehigh Valley, PA 18002-5239. Always include your remittance slip and write your account number on checks. USPS delivery usually posts within 3–5 business days.
• Headquarters (Not a walk-in payment office): Two North Ninth Street, Allentown, PA 18101-1179. For in-person payment options, PPL refers customers to authorized payment locations listed via the website’s locator; fees and posting times vary by location.
• Outage Map and Status: Access via the website’s Outage Center to see estimated restoration times, the number of affected customers, and crew status. You can also enroll for SMS/email alerts in your profile for proactive updates.

Tip: If you’re calling about a power outage, call from the phone number associated with your account when possible. The automated system can quickly match your service address and log the trouble call in seconds, improving restoration accuracy and speed.

Billing, Rates, and Payment Options

Your monthly bill has two main parts: distribution (PPL’s delivery service, regulated by the PA Public Utility Commission) and generation/supply (either PPL’s default service or a competitive supplier you select). The generation Price to Compare (PTC) for residential customers typically updates semiannually, around June 1 and December 1. The PTC is expressed in cents per kWh and reflects wholesale energy costs, transmission, and procurement—no mark-up.

Example only: If your monthly usage is 800 kWh, and the generation PTC were 9.5¢/kWh while delivery averaged 7.0¢/kWh, your energy portion would be about $76 and delivery about $56, for a total near $132 before taxes/surcharges. Always check your current PTC and your exact delivery rates on your bill or in the online portal; actual charges vary by tariff, rider adjustments, and approved rate changes.

Understanding Your Bill and the Price to Compare

The Price to Compare is the number you use when shopping with competitive suppliers. If a supplier offers 8.9¢/kWh and your current PTC is 9.5¢/kWh, the supplier’s price is lower on generation—delivery charges remain the same because PPL still delivers your power. Contracts can include fixed, variable, and introductory pricing, early termination fees, and renewal provisions; read the disclosure statement carefully.

Track your kWh usage by month in the portal. Many households in PA use 600–1,000 kWh per month, with summer and winter peaks depending on air conditioning and electric heating. Smart meter interval data (typically 15-minute intervals) can help you spot spikes and lower your costs by adjusting thermostat schedules and appliance use.

Payment Options and Due Dates

PPL offers AutoPay (bank draft), one-time online card/bank payments, pay-by-phone, authorized in-person locations, and mail. Electronic payments generally post the same or next business day. Paper bills are due on the date shown (commonly 20–23 days from billing), and late payments can incur a charge as permitted under PA regulations; to avoid fees or service interruption, contact PPL before the due date if you need an arrangement.

If you’re facing a shutoff notice, call immediately. In many cases, PPL can review eligibility for payment agreements and connect you with assistance to prevent interruption. Medical certificates from a licensed physician can temporarily delay termination for medically necessary electric service, but do not erase the balance—coordinate a plan as soon as possible.

Outages, Safety, and Reliability

PPL invests heavily in grid automation, vegetation management, and equipment upgrades. In recent years, the company has reported improved reliability metrics, aided by smart switches that isolate faults and re-route power automatically. While major storms can still cause widespread outages, many customers experience shorter and less frequent interruptions compared with historical averages.

Always treat every downed wire as energized and life-threatening. Keep at least 30 feet away, keep others away, and call 911 and PPL immediately. Never try to move trees or objects in contact with power lines. For outages inside your home caused by a tripped breaker or a problem with your service entrance, contact a licensed electrician.

Report and Track Outages

Report outages online at https://www.pplelectric.com or by calling 1-800-342-5775. The outage map shows affected areas and estimated restoration times as they are developed. Estimates can change as crews diagnose damage, especially during regional storms when multiple circuits are impacted.

Enroll in outage text/email alerts from your account profile. Accurate contact information helps PPL push restoration updates to you and confirm service restoration at your address more quickly.

Safety Priorities

Before you dig for fences, trees, or construction, call 8-1-1 at least three business days in advance for utility mark-outs. Striking underground electric lines can cause severe injury, outages, and costly repairs. If you are planning generator use, install a transfer switch to prevent backfeeding onto PPL lines, which can endanger lineworkers.

Beware of scams: PPL will not demand immediate payment via prepaid gift cards, cryptocurrency, or wire transfers. If you receive a suspicious call threatening shutoff, hang up and call PPL directly at 1-800-342-5775 or check your account status online.

Assistance Programs and Eligibility

PPL partners with state and community organizations to help customers manage bills, reduce usage, and address emergencies. Income guidelines and documentation requirements vary; apply early, as some programs have limited funding windows or seasonal availability.

• OnTrack (Income-Based Payment Program): Offers a reduced, fixed monthly payment based on income and usage, plus potential debt forgiveness for eligible residential customers. Apply via your online account or by calling customer care.
• LIHEAP (Low-Income Home Energy Assistance Program): Federal grants administered by Pennsylvania to help with winter heating bills; crisis grants may be available for emergencies. Apply through COMPASS (www.compass.state.pa.us) when the season opens.
• WRAP (Weatherization for Residential Assistance Program): No-cost energy efficiency measures such as LED lighting, insulation, air sealing, and appliance replacements for eligible customers to lower long-term usage.
• Operation HELP: Charitable hardship assistance funded by PPL, employees, and community partners to address short-term crises. Administered through local agencies; documentation of need is required.
• Budget Billing: Evens out seasonal swings by averaging your annual usage and updating periodically to prevent large summer/winter spikes.

If you participate in multiple programs, coordinate with PPL so benefits are applied in the most effective order—for example, LIHEAP grants first, then OnTrack credits, then budget billing recalibration. Keep copies of income verification, identification, and prior bills to speed approvals.

Energy Efficiency and Rebates

PPL periodically offers rebates for ENERGY STAR appliances, HVAC upgrades, smart thermostats, and home performance assessments. Rebate amounts can range from $25 for thermostats to several hundred dollars for high-efficiency heat pumps or weatherization bundles, subject to program rules and funding.

Use your interval data to target the highest-return upgrades. For example, if data show heavy summer peaks, a properly sized heat pump with a high SEER2 rating and an air sealing package can reduce both kWh and peak demand charges (for some commercial tariffs) while improving comfort.

Moving, New Service, and Account Management

Start, stop, or transfer service at least 3–5 business days in advance via https://www.pplelectric.com. You’ll need service address, move-in/move-out dates, contact details, and, for new customers, identification information for a soft credit check that may determine if a deposit is required. Landlords can set up automatic “on” agreements to keep service active between tenants.

For new construction or major upgrades (e.g., adding EV chargers or converting to electric heating), contact PPL early to review load calculations, service entrance sizing, and any required inspections. Larger projects may require design work, easements, or cost-sharing for line extensions; timelines can range from a few weeks to several months depending on complexity and permitting.

Business and Large Accounts

Small and medium businesses use the same customer care number (1-800-342-5775) and portal for billing, outage reporting, and energy management tools. Consider interval data analytics to optimize operating schedules and refrigeration/HVAC setpoints. PPL and third-party partners may offer incentives for strategic electrification and high-efficiency retrofits.

Large commercial and industrial customers can coordinate directly with PPL’s account management team for tariff selection, power quality concerns, demand response enrollment, and reliability planning. Early engagement reduces project risk and helps align construction milestones with utility design and service availability.

Bottom Line

Keep these essentials saved: PPL Customer Care 1-800-342-5775, payments to P.O. Box 25239, Lehigh Valley, PA 18002-5239, and your online portal at https://www.pplelectric.com. Enroll in alerts, monitor your usage, and review assistance and efficiency options at least once per year—especially ahead of seasonal usage changes or PTC updates.

If something doesn’t look right on your bill or with your service, contact PPL promptly. Early outreach preserves options—whether that’s a simple payment arrangement, a meter recheck, or an outage ticket that gets crews to the right place faster.

How do I contact PPL PA customer service?

Customer Service

1. Central & Eastern Pennsylvania. pplelectric.com. 1-800-DIAL-PPL.
2. Kentucky & Virginia. lge-ku.com. LG&E Customers: 800-831-7370. KU/ODP Customers: 800-981-0600.
3. Rhode Island. rienergy.com. Customer Service — Gas: 1-800-870-1664. Customer Service — Electric: 1-855-743-1101.

Is PPL 24 hour customer service near me phone number?

NOTE: For customer service, please call 1-800-342-5775.

Does PPL work 24-7?

Cover: No matter the time of day, workers at PPL companies around the world – including this WPD employee – are working 24/7 to serve our customers and protect our electric delivery systems.

How do I report a PPL outage?

Report outages online at www.pplelectric.com/outage or call 1-800-DIAL-PPL (1-800-342-5775). Calls from customers help us determine the scope of outages and better direct crews to where the problems exist.