Dominion Energy Virginia — Customer Service: practical, expert guide

Overview and who to call

Dominion Energy Virginia (the utility formerly known in many local markets as Dominion Virginia Power) is the investor‑owned electric utility that provides distribution service to a broad portion of Virginia. For any customer interaction — outages, billing, new service, or interconnection questions — the company centralizes self‑service tools on its public website and a unified customer phone line for 24/7 outage reporting.

The single most important direct contact for immediate electric outages is the toll‑free outage line: 1‑866‑DOM‑HELP (1‑866‑366‑4357). The corporate website, which contains account sign‑in, outage maps, rate schedules, and program details, is https://www.dominionenergy.com. Use those two channels first for verified, up‑to‑date information and to open an official ticket or claim.

Primary contact channels and what each is best for

Dominion supports several channels so you can choose the fastest route for your issue. For real‑time outage detection and restoration updates use the online outage map and the outage line listed above; for billing questions, account transfer or security deposits use the account sign‑in or the designated account services contact on the website. The company also provides a mobile app that mirrors the online functions (account management, outage alerts, and payment).

• Outage reporting (24/7): 1‑866‑DOM‑HELP (1‑866‑366‑4357). Use this number or the outage map on dominionenergy.com to report and track outages.
• Website and account portal: https://www.dominionenergy.com — register for secure online access to view bills, pay, set up auto‑pay, and receive text/email outage alerts.
• Mobile app: Search “Dominion Energy” in the Apple App Store or Google Play for account and outage management on phones.

Starting, stopping, and transferring service — practical steps

When you move into or out of a property, begin by registering an online account and requesting a service transfer at least 3–5 business days before your move date. New service activation often requires proof of identity and residency (photo ID plus a lease or closing statement), and if a credit check indicates higher risk, a refundable security deposit may be required. Expect deposits to be calculated as a multiple of your estimated monthly bill; many customers see deposits in the low‑hundreds if required, but the exact amount is account‑specific.

If you need same‑day service changes or an in‑person meter installation, call the company early in the business day. For schedules, field crews follow priority rules: safety and outages first, then new service and meter work. If you are a landlord or property manager handling multiple accounts, contact Dominion’s business customer line via the online portal to set up consolidated billing or authorized account access.

Billing, payments and collections — how to avoid surprises

Dominion offers multiple payment options: online one‑time payments, recurring auto‑pay (bank draft or card), pay by phone, and authorized third‑party payment locations listed on the company website. Enrolling in paperless billing and auto‑pay reduces late payments and can speed up deposit returns. If your bill spikes (seasonal HVAC use, weather events), use the online usage analyzer to compare current kWh to prior months — the portal breaks down demand and daily averages so you can identify the driver.

If you fall behind, Dominion typically offers payment plans that spread arrearages over several months; eligibility depends on customer history and account balance. Low‑income and hardship assistance is coordinated with state and local programs; do not wait to call — setting up a plan early preserves service. When you call customer service, have the following information ready:

• Account number or service address (exact house number and ZIP)
• Meter number (printed on the bill or on the meter), recent bill amount and due date
• Preferred payment method (bank routing/account or card) and dates you can pay

Outages, storms and safety — what to expect and do

For electrical hazards or downed lines, treat every wire as energized and call 911 if there is immediate danger; then report the outage to Dominion at 1‑866‑DOM‑HELP. Dominion’s outage map provides estimated restoration times (ETRs) that update as crews progress; during major storms, restoration priorities start with hospitals, emergency services, and critical infrastructure before residential feeders. Typical small outages may be reported and resolved within hours; large region‑wide weather events can take 24–72+ hours depending on scope and crew access.

Document outages by noting the time you called, the outage ticket number (you will receive one), and the restoration time estimate. Take photos of property damage and keep them for insurance or reimbursement claims. If you use life‑support equipment dependent on electricity, register the device on the company’s medical‑needs registry and notify customer service in advance so they can prioritize restoration planning and provide advice on backup power or transfers.

Assistance programs, efficiency, and customer protections

Dominion participates with state and local energy assistance programs; the company also lists third‑party and nonprofit resources, including LIHEAP and community funds, on its customer assistance pages. For energy efficiency, Dominion publishes rebate and weatherization programs for residential customers (insulation, HVAC tuneups, smart thermostats) — rebates vary year to year but often reduce equipment costs by several hundred dollars and improve long‑term bills.

If you believe a billing error occurred, file a formal dispute with Dominion’s customer care via the online portal or by mail (see dominionenergy.com for the current mailing address for disputes). If resolution is unsatisfactory, the Virginia State Corporation Commission (SCC) has consumer protection and complaint filing capabilities; include your account number and all correspondence when escalating.

Interconnection, net metering and commercial accounts

Customers seeking to install distributed generation (solar, storage) must follow Dominion’s interconnection process and technical specifications; application forms, fee schedules, and timelines are posted on the company’s interconnection page. Net metering/crediting rules are governed by state tariffs and the SCC, so capacity limits, grandfathering, and compensation rates vary based on the application date — verify the current tariff before contracting equipment.

Large commercial, industrial, and public‑sector customers have dedicated account teams and rate schedules; demand charges and time‑of‑use or critical peak pricing can materially change economics. If you are evaluating load management, request interval data (15‑ or 30‑minute) from Dominion to run accurate demand models — this data is typically available to authorized representatives after an account authorization process.

Practical closing recommendations

Keep your account login active, enroll in outage alerts, and store 1‑866‑DOM‑HELP (1‑866‑366‑4357) in your phone now — that single step saves time in emergencies. Use the online portal to check usage trends, set payment reminders, and request payment plans proactively if your bill becomes unaffordable; early communication is the most effective way to preserve service and limit fees.

For authoritative, current contact information, rate schedules, and program details, always refer to dominionenergy.com and the Virginia SCC website before making financial decisions or signing contracts for generation or energy services. If you need step‑by‑step help with a specific account action, tell me the exact task and I’ll outline the documents and script to use when you call.