Coronavirus: Important Updates and Help for Our Customers
Throughout the coronavirus pandemic, our first job remains to safely and reliably deliver electricity to your home or business. We will be posting critical updates to this page as the situation evolves.
3/26/20
Looking out for our customers
We’re facing this public health challenge together. Here are some of the things we’re doing to look out for our customers during this coronavirus pandemic.
Delivering on our core mission
Our homes, health-care facilities and grocery stores need reliable electricity to keep moving during this crisis. Powering our communities remains our number one responsibility.
Rest assured, throughout this crisis and beyond, we’re working every day to maintain a strong, resilient and reliable power grid. You need us to keep your lights on, and we’re here for you. And we’re doing it safely by limiting direct interaction between our employees and customers and respecting social distancing at all times.
Offering assistance to customers in need
If you can’t pay your bill during this crisis, we will not cut off your electric service. We’ve also waived late payment charges for all customers, effective March 16, 2020.
Beyond that, a variety of payment assistance programs are available if you’re struggling to pay your bill during this time.
- OnTrack offers a lower, fixed monthly bill and debt forgiveness for customers who are income-eligible.
- Operation HELP is a fund supported by our company, employees and customers. It provides grants to help eligible customers pay their heating bills. We’re happy to say that our PPL Foundation recently donated an extra $500,000 to Operation HELP.
- LIHEAP is a federal program that provides cash and crisis grants to eligible customers. It’s open through April 10, so there’s still time to apply.
- Budget billing can smooth out your payments so they’re consistent and predictable throughout the year.
- We may be able to set you up with a payment arrangement to split up past due balances into installments.
Learn more and apply for assistance
Alerting our customers about scams
Scammers don’t rest during pandemics. We’ve heard reports that bad-actor energy suppliers are lying to customers about the impact of coronavirus on future utility rates. They’re making these threats to get you to switch your energy supplier. Our advice: Don’t buy into their schemes.
Making sure you’re paying the lowest rate possible
PPL delivers electricity to your home, but you can choose the company that generates your power supply. Our Price to Compare – the rate you pay for electricity generation if you choose not to shop – is 7.632¢/kWh for residential customers. Have you confirmed that your supplier is charging the lowest rate possible?
Learn more and confirm your rates
3/20/20
PPL Foundation supports Operation HELP
The PPL Foundation is donating $500,000 to Operation HELP to support customers dealing with this crisis. Read more.
3/19/20
PPL waiving late fees during pandemic
PPL Electric Utilities has announced that we are waiving late bill fees for all customers until further notice in order to provide more financial support during the coronavirus pandemic. Read more.
3/16/20
Coronavirus: How we’re preparing
Here are the preparations we’ve made and the precautions we’ve taken.
We’re focusing on our employees who will be there to keep your lights on as we weather this public health challenge. We’ve taken steps to reduce their potential exposure to the coronavirus, limited visitation at critical facilities, and increased cleaning and sanitizing of work areas.
We’re also limiting physical interactions between our employees and our customers:
- We’ve suspended non-critical repair work on service meters and metering equipment if that work requires contact with a customer or the public.
- We’ve suspended any work that requires us to enter a customer’s home or business, unless the work can be done without direct contact with a customer or others
We will not cut off service to any customer for unpaid bills until further notice, and we will reconnect service for any customers who were disconnected recently. Of course, we’ll continue to disconnect service as requested by customers who are moving, or when necessary for safety reasons.
We’ll keep monitoring the situation and changing our approach as needed. You depend on us and we’ll continue to deliver for you.
Stay safe and healthy!
Thank you very much PPL. The very mild winter has also helped your customers and you as a great utility company.
Thank you PPL! With some of us not able to be at work right now, due to exposure, and quarantine. Paychecks are going to be very very short in the coming weeks. Helping us has been a blessing.
Thank you so much. We will get through this.
Thanks you so much for everyone that is affected, people around my area not working, due to the closures.
If we can’t pay our monthly bill does the balance still run over to the next month?
I would like to know the same thing
but does this mean we will get hit with a big bill when the madness settles down? how will it be paid?
Luz V. Thanks for everything you doing to help he community.
You are still receiving a service, in which you will be responsible for. It is courteous of them to defer payments and fees, however they shouldn’t be required to loose money while still providing a service to you. They still have to pay their employees otherwise you would be sitting in the dark.
If we don’t pay our bill is it going to continue to go up and we will have a huge bill?
I would not expect electricity to become free just because of a virus.
Thank you for putting safety of workers and the public first! I was just looking at my account and saw your statement. Thanks again.
THANK YOU !
Will all unpaid bills be tracked and recorded ? Will we owe what’s not been paid after the coronavirus crisis passes ?
PPL is a great company, that’s why I will not switch providers. PPL should go the extra step and offer amnesty for the people that are in situations that are out of their control because of the current crisis we are in. Disconneting someone for a past due bill after the crisis has past is just delaying having to come up with money they didn’t have to begin with it’s just like an extension on your taxes.
This is wonderful what you are doing but I was really annoyed today when I received a phone call tonight from one of your representatives stating that my bill was late which I knew. I pay my bill twice a month because my husband and I are senior citizens and have a low income. I stated to the woman that I would be paying the 91.13 on Monday March 23 and then I brought up the statement you made to the public and she stated that late fees will still apply. I believe it is only fair to the public that this little piece of information should have been included in your statement it is only fair that the public is aware of this and that you should be totally honest during this crisis.
Much needed relief for the uncertain ahead!!
Thank you
Exactly what Walter said. The Coronavirus has affected all of us in one way or another. All help is very much appreciated!
Thank you ppl for your community awareness and understanding.
That’s all fine and dandy but you still have not reasonably explained to me why I have a “customer fee” on my bill. You phone agents said it is a fee you charge for me being a customer. That just doesn’t sound right.
thank you ppl for your compassion
compassion???? PP&L is making a fortune on their customers. its time they cut US ALL a break and lowered their rates, and removed the stupid extra fees for all of us.
a customer above stated that one of your reps told him that you would be charged late fees on top of the bill if you are late. this is usually considered a penalty assessment for not being attentive to your bill. how about waiving at least the late fees when people are late? PECO Energy is doing that for people according to their site.
They announced on the 19th that they are waiving late fees. Here’s the link: https://pplweb.mediaroom.com/news-releases?item=137610
Has consideration been introduced, in order to assist customers with increased home electric bills, that instead of charging peak rate and off-peak rates there was one flat reduced rate to assist with those working and schooling from home?
How will this affect people on the on track program if they cannot pay due to being out of work due to the corona virus epidemic?
I suggest those with pending high bills plan for that higher bill. They said your electric won’t be shut off, but you’re still using it so you are responsible for paying for that usage. Other than that, some poignant questions here. Good going PPL, in cutting people a break during these difficult times.
thank you
I think that it is great that PPL is being compassionate to their customers in so many ways during this time. With that being said I am bit confused why there is a charge for customers using a debit/credit card? Just because people are making every sacrifice to stay current on their bills doesn’t mean that they have the means to be paying additional costs, don’t you think processing fees should be waived at this time? Thanks again for all of your current efforts!
If you can’t pay full payment would I have to worry about my bill going up?
Well done. Thank you so much PPL.
God bless everyone, be safe & pray for an end to all of this
This company is gouging me. I work two jobs to pay bills, am not home much, and keep my electric at 60 degrees in the winter. Do you know how cold that is? Plus I have a geothermal system, which is supposed to be less expensive. My electric bills are $300-400 per month to freeze in my house. 60 degrees is very cold. But if I set it higher, my bill would be even more than $300-400 per month. Something is wrong. This is not right.
Thank you so much for taking care of your customers. It is greatly appreciated.
Thank you so much PP&L !!
Has PP&L thought of maybe lowering the rate or removing some of the charges on our bills in order to help them be more affordable to their customers?? thanks for waiving the late fees, but I think you can do more during this pandemic. People are in crisis. battling illness, unemployment, even death in some cases. waiving late fees seems like the very least you could do. you should and can do more.
Thank you very much PP L. for everyone that has been affected by this virus due to businesses closing and those of us not able to work and get paid. Also, thank you for the warning about scammers trying to switch our electric service. Your site has been very helpful.