Oct 6, 2025 | Customer Service
Customer Service Week is just one week of the year where we celebrate the efforts and dedication of our Customer Service Team, including our CSRs (Customer Service Representatives), who may handle up to 50 customer interactions per day.
These employees are at the heart of our operations, behind their phones or computers, caring for customers and resolving issues with patience and professionalism. Backed by years of training and deep knowledge, they are invaluable to our team. CSRs never hesitate to generously share their experience and pass on important information to our newer associates. This year alone, our representatives completed over 5,600 hours of training, building skills and confidence to go beyond customer expectations.
Meet two of our very own Customer Service Reps!
Jessica has been supporting customers for nearly 20 years. Not only has she assisted customers with standard questions about transferring services, assistance programs, billing and energy education, she also processes renewable energy applications. She said, “as a CSR, no two days are the same. The broad complexity of customer questions and requests we receive, keep the job exciting.” Her favorite moments with customers are those when she provides a thorough explanation, such as how our budget billing program works, and they completely comprehend it, disconnecting the call satisfied.
Maritza has been a stellar team member for 16 years. In fact, that’s one of her favorite parts of being a CSR, collaborating with fellow associates, learning from one another’s interactions and experiences. She is a true problem solver and passionate about serving customers. “I love jumping into complex issues, identifying the cause and resolving the problem.” Empathizing with customers and helping them, no matter what their inquiry or issue, is something she takes pride in daily.
We truly appreciate Jess and Maritza’s expertise and commitment to our customers. Happy Customer Service Week to all those working in the service industry!
Aug 26, 2025 | Reliability
Fewer Outages, Brighter Days
When you flip your light switch, you expect one thing: the lights to come on — and stay on. That simple moment is at the heart of everything we do. In 2025, thanks to our ongoing work, we’re delivering on that promise with real improvements.
Results You Can See — and Feel
So far this year, our customers have experienced 510,000 fewer interruptions compared to the same period in 2024. That’s not just a number, it’s hundreds of thousands of evenings uninterrupted, workdays powered through and family moments kept bright. These improvements aren’t by chance. They’re the direct result of our investments in reliability and resilience.
One major game-changer has been our comprehensive tree trimming program. By regularly trimming and removing trees along our power lines, we’ve slashed tree-related outages by 11%. Fewer branches mean fewer outages — simple as that.
Building a Stronger, Smarter Grid
We’re investing nearly $7 billion between 2025 and 2028 in upgrades to our distribution and transmission systems. Our goal? A grid that’s tougher, smarter and ready to handle whatever Mother Nature throws our way.
Our teams are hard at work replacing and upgrading lines and equipment. Dozens of comprehensive storm hardening projects are happening across our 29-county service territory to further reduce outage frequency and duration.
Our ongoing work includes:
- Trimming and removing trees along our power lines to prevent outages before they happen.
- Replacing aging equipment, adding stronger poles, pole-top equipment and wires, and installing animal, avian and lighting guards.
- Adding smart grid devices and sensors across our system to optimize the ability to reroute power remotely and automatically, decreasing the number of customers affected by an outage and the outage duration. Since 2015, our smart grid has avoided more than 3 million outages.
- Continuing proactive inspections and maintenance to assess the performance and health of the system and proactively replacing aging or damaged equipment before an outage occurs.
Our Promise: Reliability You Can Count On
Every day, our mission is to make sure you can go about your life without interruption. We’re not done yet; the work continues, and each improvement we make we do it for you.
Stay tuned for more updates on how our investments are keeping your lights on, your life powered and your moments uninterrupted. We’re proud to be your partners in power.
Jul 14, 2025 | Customer Service
Caring for a family is a big job, so we understand you might be facing challenges and burdens far more complex than your electric bills. If you’re caring for an aging parent or loved one, we have simple tools and resources to help you manage their bill with ease, so you can focus on what’s most important.
Our Seasonal Savings Solutions is a one-stop shop for tools to help manage your bill, become more energy-efficient and get payment assistance when you need it. Check out these resources and find the right combination of options to help your relative stay comfortable this season.
- Manage their bill: From making payments more predictable with budget billing to signing up for PPL Alerts for bill and outage notifications, we can help you stay on top of your relative’s account with ease.
- Save energy: We have no-cost and low-cost tips to save energy at home, as well as rebates on energy efficient products.
- Get help paying: If your relative is struggling to pay, we have payment arrangements and assistance programs to help all customers, regardless of income. See which option fits their situation and apply online in minutes.
Another helpful tip when supporting an elderly family member is to get added to their PPL Electric account. This can be extremely useful if you have questions about their account or want to make payments. With access to their account information, you can also sign up for a web profile to manage their bill and make payments digitally at pplelectric.com.
- As an “other,” you can speak on their behalf but would not be able to process certain transactions, like a stop service request. You wouldn’t be financially responsible for the account balance either.
- An “additional ratepayer” has all the same authority as the account holder and can perform all transactions. You would be equally responsible for the account balance.
To request these designations, call our Customer Service team at 1-800-DIAL-PPL with the account holder on the line. They will need to give their verbal consent and authorization to add you to the account.
We hope these tools help provide some relief if you’re facing the challenges of caring for an elderly relative. We know it can be tough, but we’re here to support you.
Jun 26, 2025 | Customer Service
We understand that your electric bill is a primary part of your monthly expenses and it’s important to us to deliver safe, reliable electricity to your home at a fair price.
We’d like to clear up a few misconceptions about your bill. For starters, each section reflects different aspects of how electricity gets delivered and used. And we only have direct control of about half of these charges.
Check it out:
Myth #1
PPL Electric doesn’t care when customer bills increase.
Fact
Customers are understandably concerned about higher bills, and we’re concerned too. While we can’t control market trends, we can empower you with the tools, resources and information needed to manage energy use and explore cost-saving opportunities. We are committed to operating efficiently and controlling the costs that we can while still ensuring reliable service for you.
Myth #2
PPL Electric controls every part of the electric bill.
Fact
We don’t have direct control over approximately 50% of a residential bill. This portion includes energy supply costs, regulated charges and taxes. If you don’t shop for a third-party electricity supplier, we purchase power for you and pass on the cost of generation supply without markup. We don’t profit from supply costs.
The other half of the bill is within our control, which includes the costs to maintain the poles, wires and equipment that deliver electricity to your home or business via the distribution and transmission grid. These charges are regulated and vary according to how much electricity you use.
Myth #3
PPL Electric benefits from Price to Compare increases.
Fact
We do not profit from these increases. The energy supply costs included in the Price to Compare are passed through, without markup, to customers who do not shop for a third-party supplier. Our Price to Compare is fixed for six months and changes twice per year on June 1 and December 1.
When the Price to Compare increases, it is based on increases in the energy supply market which is outside of our control.
Myth #4
There is nothing I can do about my high bills.
Fact
We offer a wide range of tools and programs designed to help you manage energy costs and keep monthly bills as predictable and reasonable as possible.
- Making bills more predictable and affordable with budget billing, payment plans and due dates to fit your schedule.
- Saving energy used at home or work through no-cost and low-cost energy saving programs and products.
- Providing bill assistance or support programs if you need help paying your bill, regardless of your income.
- Shop for a competitive supplier: Compare offers from third-party suppliers. Visit the PUC’s papowerswitch.com.
Access these resources and more in one convenient place at pplelectric.com/SeasonalSavings.
Feb 3, 2025 | Customer Service
Do you ever have a random question about your electric bill, but don’t have the time or energy to call us and ask? You might be curious about something but never reach out because of the hustle and bustle of your daily schedule. So, you continue making your monthly payments but never truly understand the variation in your bill, or what we always refer to as “mutual assistance” during major storms.
Well, this month we are answering those questions.
Keep an eye on our social sites during February because we’ll be sharing our top 10 most frequently asked questions and answers. We’ll post them all here, so don’t worry if you miss them.
We hope this series helps provide a little insight and education on how we do business.
Our Top 10 FAQs
Question #1: How many days are in a billing cycle?
- Answer: An average billing cycle may range from 26 to 35 days depending on a variety of things, such as the number of business days within the month.
Question #2: Do I need a past due balance to apply for help with my bill?
- Answer: No. This is a common misconception. You don’t need to be past due to apply for help. We offer a variety of payment assistance options for customers regardless of income or balance. Learn more and apply at pplelectric.com/BillHelp.
Question #3: Can you be enrolled on the OnTrack program and still receive a LIHEAP grant?
- Answer: Yes! You can maximize your OnTrack benefits by applying for a LIHEAP grant. If the money we receive from LIHEAP is more than your monthly OnTrack payment, we’ll use the LIHEAP grant to cover your bill each month until the credit is exhausted.
Question #4: Is electricity the same price no matter what time of day you’re using it?
- Answer: If you’re on the PPL Electric default rate, then yes, you’ll pay the same price for electricity no matter when you use it. However, if you are specifically enrolled on our Time-of-Use (TOU) rate, you’ll pay different prices for usage during different times of day. To save money with this price structure, you may need to shift your usage to the off-peak hours and avoid usage during on-peak periods. If you shop for your electricity supply through a supplier, you may receive time-varying rates, depending on what your supplier offers. Learn more here.
Question #5: Can I enroll on Auto Pay if I have a payment arrangement?
- Answer: Good question. You are not eligible to enroll on AutoPay if you’re on a payment arrangement to pay off a past due balance. Once your bill is current, you can certainly enroll. Until then, you can make a one-time payment for free with a bank account on our website or use any of our other payment options at pplelectric.com/PayBill.
Question #6: How do I know if I am enrolled on AutoPay?
- Answer: If you’re viewing a paper bill or a digital version from your online profile, you’ll see “AutoPay” in the amount due box at the top of page 1 of your bill. On the Account Summary page of your online profile, you’ll also see “AutoPay” under the billing details section with the date your payment will be automatically withdrawn from your bank account.
Question #7: Why isn’t my bill due date the same date each month?
- Answer: Your actual due date may vary depending on the number of business days within the month or billing cycle. You may notice your bill is due a few days later in months where there are multiple holidays. It could also vary if you’re shopping with an electricity supplier.
Question #8: You talk about mutual assistance a lot during storms. What is that?
- Answer: We’re members of two mutual assistance groups who can provide hundreds of additional resources within 24 hours to help us restore power to our customers. These additional crews and resources help us get our customers’ lights on faster than if we were working alone. When other areas experience major storms or hurricanes, and our region is safe, we often respond to the call and send crews to help them, too.
Question #9: Can I add my account to two different online profiles?
- Answer: The short answer is no. However, the owner of any online profile can share access to an account with another user with a different email address. To do this, the owner would add their account to their online profile. Then, enter the email address of the other user to share the account with. That user will receive an email where they can sign into their own online profile and view the shared account.
Question #10: Why do I see electricity on my usage graph for days I wasn’t at home?
- Answer: Although you may be away or on vacation, things like appliances or electronics that are plugged in will still use electricity, so it’s unusual you would see zero usage for any given day unless your main breaker is shut off completely.
For any additional questions you might have, visit pplelectric.com and select the “More” option to see a variety of content, such as billing and payment options. And as always, we’re available to answer your questions via social media or over the phone at 1-800-342-5775.
