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PECO Taking Steps to Support Customers During Coronavirus Pandemic

At PECO, safety is our top priority. As part of our commitment to safety, we are closely monitoring developments related to the coronavirus (COVID-19) and taking appropriate precautions to protect the health and safety of our employees, customers and communities.

To ensure the safety of our employees and customers, we are closely following the guidance of the Centers for Disease Control and Prevention, eliminating all non-essential travel and abiding by all travel restrictions, and limiting internal and external gatherings. We are also ensuring our essential employees who regularly interact with customers have the appropriate equipment to perform their jobs safely.

Please read the following FAQs to learn more about how PECO can help.

How will COVID-19 impact my electric or natural gas service?

We are committed to performing our critical role, delivering safe and reliable energy to our customers in the communities we serve. We have robust plans to ensure continued electric and natural gas service for our customers and do not foresee any issues meeting our customers' energy needs.

What programs are in place to help?

With customers potentially impacted by the COVID-19 pandemic, PECO understands and is taking steps to help. Effective March 13, 2020, PECO is suspending service disconnections and waiving new late payment charges through at least May 1, 2020. In addition, PECO will continue to remind customers of existing bill assistance resources and energy assistance programs to support them through temporary or extended financial hardship

Customers are reminded of payment options, like Budget Billing, which averages payments over a 12-month period to help customers manage their monthly energy bill, or flexible payment arrangements that offer individually tailored payment installment plans aimed at bringing the account up to date over a mutually agreeable period of time.

In addition to our own programs, we work day-in and day-out with community and government partners to get funding into the hands of those customers who need it most.

What if my service is disconnected?

Customers who have had their electric service disconnected should contact PECO at 1-800-494-4000 to begin the reconnection process. No new connection fees or deposits will be required however customers will continue to be responsible for previous unpaid balances.  As part of this process, PECO Customer Care Associates will work with customers to help identify assistance programs that can supplement bill payment and can help ensure service remains on after this pandemic.

PECO is committed to the safety of its employees, customers and communities. PECO will not restore service where unsafe conditions exist and will work with agencies, where possible, to identify support to assist in correcting unsafe conditions before service is reconnected.

Is there energy assistance available from PECO?

Throughout the year, PECO offers many other programs to help customers manage their energy costs and save money. Existing assistance programs include:

PECO customers who are not eligible for low- and fixed-income assistance but are having trouble managing their energy costs should also consider taking advantage of PECO's Gift of Energy program, which allows anyone to make a payment towards a friend or family member's energy bill. The gift will appear on a future bill as a credit to the recipient's account. Customers can visit PECO.com/help and PECO.com/gift to find out more about these programs.

To ensure customers receive the most up-to-date information from PECO, they are encouraged to register for "My Account," an easy, online interactive tool that provides customers with the ability to set alerts and provide important contact information. Sign up at peco.com/myaccount.

Will I still be able to conduct business with PECO in person?

Beginning Monday, March 16, to ensure the safety of our employees and customers, our Customer Solution Center will be closed. For services, please call PECO Customer Service at 1-800-494-4000 or visit peco.com to utilize our online tools. 

Customers may continue to conduct regular business with PECO 24/7 using PECO.com or the PECO Mobile App.

With our website, it's easy to:

With the PECO Mobile App, customers can view and pay their bill, report electric outages, and register for alerts. For more information, visit PECO.com/app.

As always, our Customer Care team is available by phone from 7 a.m. to 7 p.m., Monday through Friday, to help customers with business requests that cannot be completed online.

  • For electric and natural gas emergencies, call 1-800-841-4141 or 1-844-841-4151 (gas only).
  • For payment arrangements and credit issues, call 1-888-480-1533.

What else are you doing to ensure customer safety?

In addition to encouraging customers to utilize the digital tools that are available through PECO.com and the PECO Mobile App, we are taking all precautions to ensure that our employees, contractors and customers are protected when there is a need to perform work at a home or business. 

Occasionally, PECO employees and contractors require access to the interiors of customers' homes and businesses to access equipment such as indoor electric meters and natural gas meters. All employees are being educated on the signs and symptoms of the coronavirus, and any employee who may have symptoms will be evaluated by a medical professional and self-quarantined as a precaution for their health and the health of others. 

It may be necessary for employees to wear appropriate equipment, such as facemasks and gloves while working in a location, as a precaution to protect employees and customers. We will always contact you in advance of work being performed at your property, except in the case of natural gas or electric emergencies requiring immediate access where you will be contacted on-site. When contacted, please share any health concerns with our representative so we can ensure you get the service and care you need.

Why do I see PECO employees working in my neighborhood?

You should expect to see PECO crews working on the local energy grid in your neighborhood even as other services are reduced or curtailed. Our crews are focused on maintaining our grid so we can continue to provide essential energy services today and in the coming summer months.

It may be necessary for employees to wear facemasks and gloves while working in a location, as a precaution to protect themselves and customers. We will continue to focus on the health and safety of our employees, contractors and customers as we keep the lights on and the gas flowing.

PECO continues to conduct this work in coordination and compliance with all state and local agencies and directives. We will work safely to ensure our practices and procedures enable us to continue to power your needs reliably and safely.

What else is PECO doing to help?

To support communities affected by the spread of the coronavirus, PECO will contribute a total of $500,000 to United Way of Greater Philadelphia and Southern New Jersey's PHL COVID-19 Fund, as well as other non-profit and community organizations to support their efforts to provide essential services during the COVID-19 (coronavirus) pandemic.

This contribution is part of a more than $1 million donation by Exelon Corporation and its family of companies nationwide towards relief organizations to support communities impacted by the spread of the coronavirus.


How do I protect myself against scams?

The impersonation of utility workers and scamming of utility customers is a serious concern for us at PECO.  To help guard against impersonations, PECO urges that customers take the following safety precautions:

  • PECO will never ask or require you to purchase a pre-paid credit card to pay your bill.
  • If customers receive a call from someone stating they are calling to collect a bill payment for PECO, the caller should be able to provide specific information including:
    • Account Name, address, number and amount of current balance
    • If the caller cannot provide this information, it is likely the call is not coming from PECO.  In this case, customers should not provide any information, and call the company immediately at 1-800-494-4000 to report the situation. 
  • Be mindful of scam tactics, Sophisticated scammers may employ technology to be even more convincing by using a tactic called "spoofing" to manipulate the Caller ID phone number displayed on your phone so that it appears to be a PECO phone number.
  • Report suspicious activity to PECO:
    • Phone: 1-800-494-4000. Representatives are available 7 a.m. to 7 p.m., Monday through Friday.
  • Visit peco.com/scams for more information.


© PECO Energy Company, 2020. All Rights Reserved.