Looking Out for Our Customers

Coronavirus: Important Updates and Help

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.


Electrical safety tips for working from home

ESFI (Edison Safety Foundation International) recently shared some helpful information on ways you can practice electrical safety while working from home during the pandemic. Check it out

Helpful resources for getting through this pandemic

WLVT, the Lehigh Valley's PBS station, has posted a helpful list of resources for the community, including information on the recently enacted federal CARES Act, unemployment resources and updates for businesses. Check it out

PPL adhering to facemask guidelines

Per Governor Wolf's guidance, we're requiring our employees and contractors to wear non-surgical, homemade or better masks when they're working out in the field. 

Please respect social distancing with PPL crews

Our crews are working hard to power your lives through the COVID-19 crisis. If you see them out in the field, please don't get too close. We're asking our customers to practice social distancing and stay at least 10 feet away from PPL employees so we can all stay safe. Thank you!


Frequently Asked Questions

WIll the Coronavirus pandemic impact my electric service?

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.

How is PPL protecting its employees and customers during the pandemic?

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.

All employees who are able to work from home, including our Customer Contact Center associates, are working remotely. For those employees who need to be at work to ensure a consistent flow of power, we’ve implemented safety protocols to keep them healthy.

We’ve also taken steps to limit physical interactions between our employees, customers and contractors. We’ve suspended non-critical repair work on service meters and metering equipment if that work requires contact with a customer or the public. For critical repair work that must be completed, we will maintain safe distances from any customer or member of the public. In addition, we’ve suspended all in-person elements of our Energy Efficiency Programs. This includes in-home audits and appliance recycling pickups.

 

I've seen PPL workers out in the community. Why are you still working during these times?

As an electric utility and a critical industry, our number one priority is to provide the people and communities we serve with safe and reliable power. We need to keep working to keep the power flowing, and to ensure that our power grid is strong, safe and reslient. Please know that, while we are continuing our critical work, we are working differently during these times. We are limiting direct interaction between our employees and customers, and respecting social distancing. We’ve also taken steps to reduce potential employee exposure to the coronavirus, limited visitation at our facilities, moved to remote work where possible, and increased cleaning and sanitizing of our work areas and equipment.

Per Governor Wolf's guidance, we're requiring our employees and contractors to wear non-surgical, homemade or better masks when they're working out in the field.

During these times, please respect social distancing and stay at least 10 feet away from any PPL employee.

Has PPL suspended service shutoffs?

Yes. We will not cut off service to any customer for unpaid bills until further notice, and we have reconnected 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.

I need help paying my bill. What programs do you have available?

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 and we have extended eligibility to customers with income up to 250% of the poverty line.
  • 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.

 

Explore our assistance programs

How do I know if I'm eligible for Operation HELP?

We offer a variety of payment assistance programs - including Operation HELP and OnTrack - that can help reduce your monthly payment, forgive your debt or provide direct payment support. These programs have various levels of eligibility. Fill out a simple online application and we'll help find the plan that is best for you.

 

Apply for help

An energy supplier told me that electricity rates are going to skyrocket after this crisis. Is that true?

No, it's not. 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.

Protect yourself from scams

Am I paying too much for my electricity supply?

Maybe. During these times, it's more important than ever to make sure that you are saving all the money you can. We've found that many of our customers are paying more for their electricity generation than PPL’s Price to Compare – the current rate you’d pay for electricity generation if you choose not to shop.

We want to help you save. If you’re not comfortable with the price you’re paying now, it’s easy to compare suppliers. You can find one that offers the service, energy supply source (renewables vs. other sources) and price that is right for you.

And if you don’t want to choose a supplier, you can always switch back to PPL’s default service. This is the rate we negotiate on behalf of our customers. We’ll buy the power for you and pass on the cost without profit to us. That’s the Price to Compare, and it’s adjusted every June 1 and Dec. 1.

Compare rates and shop

We’re spending more time at home these days. Are there any tips I can use to save energy?

PPL’s energy efficiency programs offer many tools and tips to help you save money. Check out our savewithppl.com page for ideas on how you can save energy in every corner of your house or apartment.

Save with PPL

Do you have any suggestions for practicing electrical safety while working from home?

ESFI (Edison Safety Foundation International) recently shared some helpful information on ways you can practice electrical safety while working from home during the pandemic.

Check it out