Philadelphia Electric Company Customer Service: Complete Guide for PECO Customers
If you're dealing with a billing question, a power outage, or need to start new service in the Philadelphia area, knowing exactly how to reach PECO - and which channel to use - can save you hours of frustration. PECO Energy, formerly the Philadelphia Electric Company, is the primary utility for over 1.6 million electric customers and more than 500,000 natural gas customers across southeastern Pennsylvania. This guide covers every contact method, walks you through common service issues, and shows you how to get faster service when you need it most.
Why Philadelphia Residents Trust PECO Customer Service
PECO has been delivering reliable electric service and natural gas to the Philadelphia region since 1881. As a subsidiary of Exelon Corporation, the company covers roughly 2,100 square miles across Philadelphia, PA and the surrounding counties - serving a population of approximately 3.8 million people.
Here's what defines their customer service infrastructure:
24/7 emergency availability: The dedicated emergency outage line at 1-800-841-4141 is always staffed for power outages, gas leaks, and downed power lines
Broad general support: PECO's customer service phone number is 1-800-494-4000, handling billing, account questions, and service requests
Multiple contact channels: Customers can reach PECO by phone, online portal, PECO's free mobile app, live chat, text messaging, and in-person at authorized locations
Financial assistance at scale: PECO annually connects approximately 140,000 customers with assistance programs, delivering more than $200 million in support
While PECO customers generally find simple tasks handled efficiently, customer reviews on platforms like ConsumerAffairs and Google indicate mixed experiences - particularly around wait times for complex billing disputes and the accuracy of estimated restoration times during outages. Understanding how and when to contact PECO can make a significant difference in your experience.
How to Contact PECO Customer Service
Not every issue requires the same contact method. Using the right channel for your specific concern is the first step toward a quick resolution. Here's a breakdown of every way to reach PECO Energy, plus guidance on when each option works best.
Phone Support Options
Phone remains the most direct way to contact PECO for most issues:
Main customer service line: 1-800-494-4000 - For billing, payments, account information, and general inquiries. PECO customer service is available Monday through Friday from 7:00 AM to 7:00 PM.
Emergency outage line: 1-800-841-4141 - Available 24/7 for reporting power outages, gas emergencies, and downed power lines. If you smell gas or see a downed line, call this number and leave the area immediately.
New service setup: 1-800-454-4100 - For establishing new electric or natural gas service at your address
Energy efficiency hotline: 1-888-573-2672 - For energy efficiency questions, rebates, and home improvement program details
Pro tip: Based on customer reviews, weekday mornings and Monday mornings tend to have the longest wait times. Calling mid-afternoon on Tuesday through Thursday typically results in shorter holds and faster service.
Digital Support Channels
PECO's digital tools let you handle many tasks without picking up the phone:
My Account online portal - PECO enables online account management through its official website. You can view bills, make payments, track usage, submit service requests, and sign up for billing and outage alerts. Customers can submit inquiries online for faster responses.
PECO's free mobile app - Available on Google Play and the App Store, the mobile app lets you report an outage, pay your bill, check your account, and receive push notifications about power restoration in your area. Use PECO's mobile app to report outages and manage your account on the go.
Live Chat - PECO offers a Live Chat feature for customer inquiries directly on peco.com, useful for quick billing or account questions during business hours.
Online contact forms - For non-urgent matters like property damage claims, billing disputes, or general feedback, you can submit a form through the website. Note that these typically take 3–10 business days for a response.
Text/SMS - Text "OUT" to 697326 to report a power outage. You can also enroll in two-way texting by sending "ADDOUTAGE" to 697326 to receive status updates. PECO also offers a pay-by-text option for bill payments.
Mail - Customers can mail inquiries to PECO at 2301 Market St, Philadelphia, PA 19101, or pay their PECO bill by mail with a check.
In-Person Service Centers
For complex account issues or customers who prefer face-to-face interaction:
Authorized payment locations are available throughout Philadelphia and surrounding counties for walk-in bill payments. PECO allows payments in person at authorized locations.
PECO headquarters at 2301 Market St, Philadelphia serves as the primary corporate office
Visit PECO's website or call 1-800-494-4000 to find the nearest authorized payment center and confirm current hours
Common PECO Customer Service Issues and Solutions
Most calls to PECO fall into three categories: billing and payment concerns, outage reporting, and service connections. Here's how to handle each one efficiently - and when other resources beyond PECO might help.
Billing and Payment Support
Understanding your PECO bill is essential to managing your energy costs. Every bill is divided into two main components: supply charges (the cost of generating electricity) and delivery charges (poles, wires, meter reading, transmission, and distribution). For a detailed breakdown, see our guide on understanding your PECO bill.
Payment options include:
PECO offers online bill payment via bank account or card through the My Account portal
Automatic bank drafts can be set up for PECO bill payments, ensuring you never miss a due date
Pay-by-text for quick mobile payments
Customers can pay their PECO bill by mail with a check
In-person at authorized payment locations
Budget billing: Spread your annual energy costs evenly over 12 months to avoid seasonal spikes. Adjustments occur every 90 days based on actual usage, and any credit or underpayment is reconciled at the end of the cycle
If you're struggling with bills, PECO offers programs and options to assist customers facing financial hardships:
CAP (Customer Assistance Program): The Customer Assistance Program provides discounted rates for low-income households, offering income-based reduced monthly bills
LIHEAP: Federally funded cash grants (up to approximately $1,000) applied directly to your utility bill. For the 2025–26 season, applications ran from December 3, 2025 through May 8, 2026. Check PA state resources for current availability.
MEAF: One-time emergency grants up to $1,250 for customers in hardship
Customer Relief Fund: One-time grants up to $750 - as of April 2026, over 8,300 customers have received help through this program
CARES: CARES offers guidance and referrals for customers facing temporary hardships
Customers can also request flexible payment arrangements for their bills by contacting PECO directly
Outage Reporting and Restoration
When the power goes out, speed matters. Here's how to report an outage and track restoration:
Report by phone: Call 1-800-841-4141 - available 24/7
Report by text: Send "OUT" to 697326
Report online: PECO's outage reporting tool is available online through the website portal
Report by app : Use PECO's mobile app to submit an outage report with your account number and location
PECO's outage map shows real-time outage status across the service territory, and PECO provides outage updates via their website. You can sign up for alerts by email, text, or phone to receive notifications when power goes out, when your estimated restoration time changes, and when service is restored.
Important safety note: If you see downed power lines, do not approach them. Leave the area immediately and call 1-800-841-4141. For gas odors, evacuate the area and call the same emergency number.
Be aware that customer reviews frequently note that the estimated time for restoration can shift during major storms. PECO operates a Storm Center during severe weather to coordinate crews, track progress, and mobilize resources. For more detailed outage guidance, visit our PECO power outage information page.
Service Connection and Disconnection
Starting new service: Contact PECO 7–10 days before you need electricity or natural gas at a new address. You can start service online or by calling 1-800-454-4100. A security deposit may be required based on your credit history or previous payment record.
Moving within the PECO service area: You can transfer your account by calling customer service or through the My Account portal. Schedule your stop and start dates to avoid gaps or overlapping charges.
Avoiding disconnection: If you're behind on payments, enroll in CAP or contact PECO about a payment arrangement before disconnection occurs. PECO's assistance programs are specifically designed to protect customers from losing service. After disconnection, reconnection typically requires payment (full or partial) plus verification of identity and may involve a reconnection fee.
Commercial and large business service: New business connections require a formal application with PECO's design and construction team. A 10% design deposit is often required, and complex projects can take 12–18 months depending on capacity planning and construction needs.
PECO Service Areas and Coverage
PECO's service territory spans approximately 2,100 square miles across southeastern Pennsylvania:
Philadelphia County: All Philadelphia city neighborhoods
Bucks County: Including communities like Bensalem, Bristol, Doylestown, and Levittown
Chester County: West Chester, Downingtown, Coatesville, and surrounding areas
Delaware County: Media, Springfield, Upper Darby, and more
Montgomery County: Norristown, King of Prussia, Lansdale, and surrounding communities
Parts of York County
To verify whether your address falls within the PECO service area, enter your ZIP code on PECO's website or call 1-800-494-4000.
Understanding Your Options in Pennsylvania's Deregulated Market
Pennsylvania's deregulated electricity market means PECO delivers your power - maintaining the grid, reading your meter, and restoring service during outages - but you have the right to choose a different company to supply the electricity itself.
If you don't choose a supplier, you automatically receive PECO's default generation supply at the Price to Compare (PTC). As of June 1, 2026, PECO's residential PTC is approximately 11.759¢/kWh, up significantly from around 6.267¢/kWh in late 2021. The PTC is updated quarterly (March, June, September, December) based on generation costs, transmission, taxes, and alternative energy compliance.
A word of caution: Data from PECO's own reporting shows that many residential customers who shopped for a competitive supplier in 2025 paid about 56% more on average than they would have on PECO's default PTC. This often happens with variable rates that reset, introductory offers that expire, or contracts with hidden fees and early termination penalties.
If you're considering shopping for a supplier, the PA PUC's PA Power Switch tool lists all licensed Electric Generation Suppliers and lets you compare offers side-by-side against the PTC. Look for fixed-rate plans with no exit fees and transparent terms.
How ABC Energy can help: Rather than navigating dozens of supplier offers on your own, you can compare PECO electric and gas rates by ZIP code through ABC Energy's comparison tools. We help PECO customers identify plans that genuinely save money compared to the default rate - so you can make an informed decision while PECO continues to handle delivery and reliability.
What PECO Customers Say About Their Service
PECO's customer reviews typically fall around 3 out of 5 stars across public review platforms. Feedback tends to split based on the complexity of the issue:
What customers praise:
Quick resolution for straightforward tasks like starting service, making payments, or updating account information
The convenience of the online portal and app for managing bills and reporting outages
Meaningful financial assistance through CAP and LIHEAP for customers who qualify
Where customers express frustration:
Long hold times during peak hours and after major storms
Estimated restoration times during outages that shift without clear notification
Billing reconciliation surprises - particularly with budget billing when actual usage diverges significantly from estimates (for example, homeowners with solar panels have reported large reconciliation charges after months of low usage)
Difficulty resolving complex billing disputes, with some forms taking up to 10 business days for a response
The overall takeaway: for routine tasks, PECO's multi-channel approach works well. For complex or urgent concerns, persistence and using the right channel from the start will get better results.
Frequently Asked Questions About PECO Customer Service
What's the fastest way to reach PECO customer service?
For emergencies like a power outage or gas leak, call 1-800-841-4141 immediately - it's staffed 24/7. For billing and account questions, PECO customer service is available Monday to Friday, 8 AM to 8 PM at 1-800-494-4000. To avoid long wait times, call mid-afternoon on weekdays rather than Monday mornings. For many account tasks, the My Account portal or live chat on PECO's website can be faster than calling.
How do I report a power outage to PECO?
You can report an outage four ways:
Call 1-800-841-4141
Text "OUT" to 697326
Use PECO's free mobile app
Visit the online outage reporting tool at peco.com
Have your account number ready for faster processing. PECO's outage map shows real-time status, and you can sign up for alerts to receive updates on your estimated restoration time.
Can PECO help with high energy bills?
Yes. PECO offers several ways to reduce energy costs:
Budget billing evens out seasonal spikes across 12 monthly payments
CAP reduces bills for income-qualifying households
LIHEAP provides cash grants up to ~$1,000 applied directly to your account
LIURP provides free energy assessments and installations for qualifying households
PECO offers rebates for energy efficient appliances - customers can receive up to $100 for installing smart thermostats, and PECO provides up to $1,500 for energy efficient home improvements
The PECO Solar Rebate Program offers up to $2,000, and the PECO Wind Rebate Program offers up to $2,000 for wind turbines
You can also compare competitive supply rates to see if switching your electricity supplier could save money - just make sure any offer actually beats PECO's current PTC of 11.759¢/kWh.
What should I do if PECO disconnects my service?
Contact PECO at 1-800-494-4000 as soon as possible. Reconnection typically requires partial or full payment of the outstanding balance, plus possible reconnection fees. Ask about enrolling in CAP or setting up a payment arrangement to prevent future disconnections. If you're committed to keeping service active, enrolling in an assistance program proactively is the best way to protect yourself. PECO is dedicated to working with customers who reach out before disconnection occurs.
Get Help with Your PECO Service Today
Whether you need to contact PECO about a billing concern, report an outage, or explore ways to lower your energy costs, here are the key numbers to keep handy:
General customer service : 1-800-494-4000 (Mon–Fri, 7 AM–7 PM)
Emergency and outage reporting: 1-800-841-4141 (24/7)
New service: 1-800-454-4100
Online account access : peco.com
If you're a PECO customer looking to save money on your electricity or natural gas supply, ABC Energy can help you compare competitive rates from licensed suppliers - all while keeping PECO's reliable delivery service. Compare PECO rates by ZIP code to see your options today.