customer service illustration

Apr 27, 2021 | Customer Service | 24 comments

Improved, more inclusive web experience

Improving our website for the visually impaired

We’re committed to delivering an effortless customer experience, whether we chat on social media, speak over the phone, or interact with you on our website. We’re also committed to continuous learning and improvement. So, when we received customer feedback regarding accessibility issues with our website, we took action.

Here’s what we learned:

  • A legally blind customer made us aware that she was having difficulty using her screen reader to pay her bill online.
  • Another customer with red and green colorblindness was having difficulty interpreting certain message banners on our website.

Here’s what we’re doing about it:

  • Updating our online bill pay section to better support those who are visually impaired.
  • To help overcome the color hurdle, we’re testing and implementing designs that use larger icons, which are more noticeable and legible for users with colorblindness.

Taking it a step further:

  • We’ll continue checking-in with customers who have disabilities and design our website with accessibility in mind.
  • We’re establishing panels of customers who can provide us guidance and insight on accessibility issues as we’re making routine improvements to the website.

We’re continuously learning from customers who access our website differently, so we can make the web experience inclusive for all.

24 Comments

  1. Kenneth G Haas

    I waited on the phone for over an hour to talk to someone. Finally someone answered. I stated
    the reason for my call. She wasn’t knowledgeable enough to answer my question and put me on hold again.
    New hold time will be at least 28 minutes per recording. This is totally unsatisfactory. Why use offshore customer service, if they can”t answer a very basic question? Why should I have to endure long wait times because your customer services reps are unqualified to
    handle basic questions?

    Reply
    • Kathryn

      Good Morning Kenneth, We are very sorry to hear about your customer service experience, but we are happy to assist you with your concern. If this is a general question, please provide your inquiry on our Blog. However, if this is a question regarding your private account, we want to keep that information secure, so we ask that you (Facebook) private message or (Twitter) direct message us with your inquiry under http://www.pplelectric.com. Thank you for reaching out to us!

      Reply
  2. Nadia R

    Agree waited an hour . No fax number I. The web site to fax ID

    Reply
    • Kathryn

      Good Afternoon Nadia, We are sorry to hear about your wait, however we want to provide our fax number to provide Identification which is 484-634-3484. Please let us know if we can help you further. Thank you!

      Reply
  3. OLEG LEVENKOV

    Do you have a way to upload ID documents after creating an account?
    Also, what is the working fax number to sent over ID?

    Reply
    • Kathryn

      Good Morning Oleg, We do not have a way to upload ID documents. Most customers fax the identification information to (484)634-3484 or mail it to PPL Electric Utilities/Attn: CCC Connect Group/827 Hausman Road/Allentown,PA 18104. Thank you for reaching out to us!

      Reply
    • Jen

      I want the smart meter off of my home

      Reply
      • Kathryn

        Good Afternoon Jen, Please call us weekdays between 8am-5pm at 1-800-342-5775 (say Billing) so we can assist you. Thank you!

        Reply
  4. James Walsh

    I tried twice to reach customer service only to have my calls disconnected. I want information about having a light placed on the ppl utility pole in my back yard.

    Reply
    • Kathryn

      Good Morning James, Please call our Job Service Department directly weekdays 8am-5pm at 1-877-220-6016 with your inquiry on having a light placed on the pole in your backyard. You can also DM (Twitter) or PM (Facebook) us with your address and phone number so we can have a Representative call you back to assist. Thank you!

      Reply
  5. gary morgan

    ii cannot get any graphs on daily use. nothing but your home page.

    Reply
    • Kathryn

      Good Afternoon Gary, We apologize for the inconvenience. We were experiencing an issue with our Daily/Hourly usage graph tool. Please try to assess the tool again since we have since resolved this issue. Thank you for your patience!

      Reply
  6. Lisa Roth

    Tuesday 6/1/21 at 2:40pm EST we had a gentleman ring our doorbell and indicate he was a representative of PPL’s Peak Rate rebate program and wanted our permission to access the power box and specifically to reconnect a line to our HVAC outside unit. My husband asked for ID and he said he had none, that he was a subcontractor and PPL would not give them ID. We took a picture of his white van which simply had a magnetic sticker that read “ltron…..Contractor for Delmarva Power”. We asked that he not touch anything on our property and I tried to reach your 800# but was on hold for over an hour. Having worked in Cust Service for over 25 years, I believe I’m entitled to say that yours is quite possibly the worst I’ve ever encountered. Lisa Roth / 104 Lone Lane, Allentown PA 18104

    Reply
  7. Kenneth J Houck

    Called 1-888-668-4775. I tried communicating with you over two days any many, many hours. On hold the entire time. This is a business account. I don’t have 3 hours to spend on hold. Never got through as of this writing. Furious and not in the mood for apologies or excuses.

    Reply
  8. A.W.Johnson Jr.

    When will the testing of the power lines be completed.
    The late night test is the most awfull noise .
    mid day testing is just as bad ,but interruption of service can and is a pain .
    re stting clocks every day is a pain .
    In the 50 years of ppl service i have had i do not recall setting my clocks but one or two times.

    Reply
    • Kathryn

      Good Afternoon A.W., Please call our Customer Service Team weekdays between 8am-5pm at 1-800-342-5775 (Say -Service Department). We will need to take specific information from you such as your location so we can look into this for you. Thank you!

      Reply
  9. Jim K

    Your suggestions about contacting via Twitter and / or Facebook were disappointing. A lot of people don’t use those 2 social media platforms and don’t have any desire to do so. They are garbage.
    I would suggest creating some other method(s) of contacting your company.
    Regards,

    Jim K.

    Reply
  10. Barbara Holtz

    The last 3 days I was told waiting time was 55 minutes, 35 minutes and 60 minutes to talk to a REAL person. I used to know people who worked at PPL including my husband. I never got to talk to anyone, this is not acceptable for our local electric co. This is not good PR. It’s more like bullshit.
    Barbara Holtz

    Reply
  11. Margaret D Knox

    Your customer “service” is not service at all. I do not use twiter or face book nor other electronic sites that use my info to keep sending junk emails to me. I once had confidence that I could reach ppl and a human would help me. It seems that unless you have a smart( ?) phone or put personal info on facebook your call is put in the hold forever slot.
    Anyone over the age of 65 is considered obsolete by all businesses and PPL has joined the parade.

    Reply
    • Kathryn

      Good Afternoon Margaret, We understand your frustration. Please know we are working to resolve the issues with our delayed Customer Service phone response. We would be happy to assist you with your questions on our Blog. Let us know how we can help you or if you prefer, we can issue a call back from a Customer Service Representative during the work week. Thank you!

      Reply
  12. Crystal Newcomer

    I am getting a new cell phone. On my old cell phone I had the PPL mobile app and it works fine. The app did not download during the initial mass download/transfer that the phone store did. I tried to download it from Google Play Store and I cannot find it. I called customer service and was told that PPL no longer has a mobile app. I do not believe her. It is still working fine on my old phone.

    Reply
    • Kathryn

      Good Morning Crystal, We do not have an IOS/Android app. However, our website is designed to adapt to whatever browser or OS you are using.
      – If you are on an iPhone…. You can save the PPL homepage to your home screen as a shortcut, and it looks/feels like an app. Go to our website in safari, click the “share” icon (the square icon with the up arrow) then scroll down and select “Add to Home Screen.” Not sure if Android has the same. We are in the process of creating an app to make it easier for our customers. Thank you for checking with us!

      Reply
  13. Therese Handwerk

    Your customer service is awful!! Trying to access our account online. Call, get someone who cannot speak English, he transfers, drops call (by now I waited over 30 mins) called again, nice lady, but transfer to account verification dropped (another 35 mins). Can’t do verification on line, because cell phone number on account is husbands old cell and no way to change cell phone without verification, which I cannot do on line or get contact to customer service verification. This is beyond unsatisfactory. We want to go paperless and we want to enroll in PPL standard charge….

    Reply
    • Kathryn

      Good Afternoon Therese, We are sorry to hear of your frustration but would like to assist. If you have a facebook, twitter or Instagram account, please PM or DM us with your address & phone number. We will have a Representative call you to assist weekdays 8am -5pm. Thank you!

      Reply

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