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Sep 28, 2020 | Customer Service | 3 comments

Millions of Connections during COVID19

Our customers depend on us; we deliver

This year and the Coronavirus have brought on many new challenges for our communities. Since March, and the start of this global pandemic, we’ve connected with our customers millions of times. We knew our customers would depend on – and we delivered.

Here’s how we did it:

Over 6 million web self-service transactions — Doing business through our website accounts for the largest chunk of customer contacts. And why not? You can do so many things, including managing your account, applying for a payment agreement, learning great energy efficiency tips, and more.

Roughly 933,000 self-service transactions through our automated phone system — You can make a payment, report an outage, and even transfer your electric service in a few short minutes with our automated system.

Over 375,000 phone calls — Calling 1-800-DIAL-PPL is still a popular option among customers. Our representatives are always willing to help and give you the information you need, whether it’s about your bill, shopping for a supplier or updating your account preferences.

About 1,300 social media responses— Did you know we answer customer questions on Facebook and Twitter? We have a dedicated team ready to respond … and share the occasional WFH pet photos.

More than 3,600 chat interactions – Our dedicated chat agents are available to answer your questions as you navigate our website.

These numbers demonstrate our commitment to providing a remarkable experience, regardless of your preferred channel. Our goal is to make it as convenient as possible for you to conduct business with us- when and where you choose.

Whatever the remainder of 2020 throws our way – we’ll be here for you.


  1. Jay McMahon

    Good Morning PP&L,
    I am the care taker for a piece of property in Beach Lake Pa. Address is xxx Bavarian Hill Road, off of route 652
    The PP&L billing is under xxx.
    The issue is over the winter a large tree up rooted and is hung up in a 2nd tree over one of your primary wires, the pole is located about 200 feet or so off of Bavarian Hill Road. This is NOT an emergency at this time, but is a potential hazard to your line and to us loosing power in an out building. The silver metal identification tags on your pole are as follows:
    Your help in taking care of this potential problem is greatly appreciated.

    Caretaker xxxx

    • Kathryn

      Good Morning Jay,
      We appreciate you providing specific details as we were able to forward your request to our Reliability Team to look into. A member of that Team may reach out to you if they have additional questions.
      Thank you for reaching out to us so we can assist!

    • Kathryn

      Good Morning Jay,
      We forwarded your request and phone number to our Reliability Team to investigate. A member may reach out to you if they have additional questions.
      Thank you for reaching out to us!


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