Contacting PECO Customer Service — Complete, Practical Guide

PECO (Philadelphia Electric Company) serves more than 1.6 million electricity and natural gas customers across southeastern Pennsylvania. When you need fast, accurate help—whether for outages, billing disputes, medical needs, new service or energy-efficiency programs—knowing the precise contact channels and what information to have ready saves time and avoids repeated calls. This guide lists direct phone numbers, addresses, websites and step-by-step actions, and explains how PECO handles common customer scenarios with exact, practical detail.

The information below is organized by purpose (emergency, billing, special services, business and interconnection). Each section tells you what PECO expects from the customer, typical timelines, and the documentation or account data to provide for the quickest resolution. Keep your 10-digit account number, the service address, and a recent bill handy before contacting PECO.

Primary PECO Contacts (phone, web, mailing)

Use these primary channels depending on the issue: general account questions and billing go to the main customer service number; outages and gas emergencies use the dedicated emergency line; online account management and self-service are available 24/7 at PECO’s official site. If you can, start with the website for quick actions (payments, outage maps, and forms) and reserve phone calls for issues that require human review.

• PECO customer service (general billing, new service, payment arrangements): 1-800-494-4000 — available for account-specific questions and enrollment in programs like Budget Billing and CAP (Customer Assistance Program).
• Outages and gas emergencies (report a downed line or suspected gas leak): 1-800-841-4141 — this line is staffed 24/7 for safety and restoration priorities; if you smell gas and there is imminent danger, call 911 as well.
• Online self-service and program applications: https://www.peco.com — view outage maps, submit meter readings, sign up for alerts, start/stop service, and apply for assistance.
• PECO corporate and billing mail (for formal correspondence): PECO, 2301 Market Street, Philadelphia, PA 19103. For mailed payments, check peco.com/payments to confirm the current PO Box address used by your billing processor.

When you call, provide your PECO account number (usually 10–12 digits), the service address (street, city, ZIP), and a daytime phone number. For outage reports, note the nearest cross street, whether only your home or multiple houses are affected, and whether you see arcing, sparking or downed conductors.

Reporting Outages, Gas Leaks and Safety Issues

PECO’s outage and safety line (1-800-841-4141) is the fastest route for any immediate danger. The company staffs emergency call-taking 24 hours a day; dispatch crews are prioritized by threat to life first, critical infrastructure second, and property/comfort third. In many localized outages, PECO’s field crews restore power within hours; larger storm events can take multiple days—PECO publishes real-time restoration estimates on the outage map at peco.com/outages.

If you suspect a natural gas leak: leave the building immediately, avoid using phones or switches inside, call 911, then call PECO’s gas emergency number. For electrical hazards (downed wires, sparking equipment) assume the wires are live; stay at least 35 feet away and report the scene to the outage line. For both gas and electric life-safety issues, keep a log of the time you reported the hazard and the name/ID of the agent you spoke with; that record is useful for follow-up and any documentation you may need for insurance or landlord disputes.

Immediate actions checklist (what to do before PECO arrives)

• Safety first: evacuate if you smell gas; keep people and pets upwind and at a safe distance from the structure until emergency personnel arrive.
• Document the problem: take photos (no close-ups of high-voltage equipment), note outages’ start time, and record any interactions with PECO staff including ticket/case numbers.
• Prepare for restoration delays: have flashlights, phone chargers, a battery-powered radio, and a minimum 72-hour supply of water and medicines for each household member, especially if severe weather is forecast.

Billing, Payments, Assistance Programs and Typical Timelines

PECO offers multiple payment pathways: online payments and auto-pay via peco.com, the PECO mobile app (iOS and Android), phone payments via the automated system at the main customer number, and authorized retail locations for in-person cash payments. For customers facing hardship, PECO’s Customer Assistance Program (CAP) and state-administered LIHEAP emergency funds are the main relief options; you must apply and provide income documentation (pay stubs, benefits letters) to qualify.

Expect the following timelines: online payment confirmations are immediate; mail payments require 5–10 business days to be processed depending on the payment processor and PO Box destination. Payment arrangements and deferred payment plans typically are set up during the call and reflected on your account within 24–48 hours. If your bill includes estimated reads or disputed charges, PECO usually resolves investigations within 30–60 days; keep all supporting documents and escalate to a supervisor if you do not receive periodic status updates.

Special services, accessibility and medical needs

PECO provides accommodations for customers with disabilities, such as priority notifications and alternate-format bills (large print). Customers relying on life-sustaining medical equipment should enroll in PECO’s medical priority program—this does not guarantee uninterrupted service, but it ensures added notifications and coordinated assistance. Proof of medical necessity (a clinician’s letter) and enrollment are required; contact customer service to start the registration.

If English is not your primary language, PECO offers multi-language assistance through its customer line and provides translation services on request. For hearing-impaired customers, use your local Relay service (e.g., 711) to reach PECO or request TTY options via the website. For any formal dispute that cannot be resolved with PECO, the Pennsylvania Public Utility Commission (PUC) handles escalations—retain all records and note the date you requested escalation when contacting the PUC.

Business accounts, new service, interconnection and energy efficiency

Business customers have specialized account teams and online portals on peco.com/business for load studies, new service requests, and meter options. Small distributed generation (solar) interconnections follow PECO’s interconnection process; smaller systems often obtain authorization within 30 calendar days after a complete application, though upgrades to equipment or distribution lines can extend that timeline and incur engineering or construction costs. PECO publishes specific interconnection guidelines and fee schedules on its website for owners and installers.

For energy-efficiency rebates and commercial lighting programs, PECO offers prescriptive and custom incentives; typical residential rebates in recent years have included $25–$150 ranges for appliances and smart thermostats, while commercial incentives are sized to project kW or kWh reductions. Use peco.com/rebates to view current program rules, required documentation, and contractor lists.