Frequently Asked Questions
Need an answer right away? You’re in the right place. In this section, you’ll find answers to the questions we hear most often from our members. Just click the questions to see our answers.
If you don’t see your question here, please contact us. If you require immediate assistance, call us toll-free at 1-888-554-4732.
Questions About Safety
Questions About This Website
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Which web browsers can I use with the PEC website?
This website is compatible with most current releases of Internet browsers. Visit our Web Browser Recommendations for a list of compatible browsers and links to download browser updates.
Mac users running Microsoft Internet Explorer may experience technical difficulties, some of which may only be resolved by switching to a different browser (Mozilla Firefox, Google Chrome or Apple Safari).
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How do I adjust text size on the PEC website?
There are several ways to adjust text size, depending on your web browser and type of computer. Earlier versions of Microsoft Internet Explorer, including Internet Explorer 6, are not recommended, as their text view/zoom controls are not compatible with the PEC website. To change the size of the text on our website using the browsers we recommend, which are all available to download for free, follow the steps below.
For Internet Explorer 7 (not available for Macs):
• Hold Ctrl, press + to make text larger.
• Hold Ctrl, press – to make text smaller.
Or:
• Hold Ctrl, roll mouse scroll wheel forward to make text larger.
• Hold Ctrl, roll mouse scroll wheel backward to make text smaller.
Or:
• Click the Change Zoom Level button (near the bottom right-hand corner of the browser window) or its drop-down arrow to change the size of the entire page, up to 1,000 percent its original size.
For Mozilla Firefox on a PC:
• Hold Ctrl, press + to make text larger.
• Hold Ctrl, press – to make text smaller.
Or:
• Hold Ctrl, roll mouse scroll wheel forward to make text larger.
• Hold Ctrl, roll mouse scroll wheel backward to make text smaller.
Or:
• On the menu bar at the top of the page, select View, Zoom, Zoom In/Out.
For Google Chrome on a PC:
• Hold Ctrl, press + to make text larger.
• Hold Ctrl, press – to make text smaller.
Or:
• Click the wrench icon on the browser toolbar and select Zoom.
For Mozilla Firefox on a Mac:
• Hold Command, press + to make text larger.
• Hold Command, press – to make text smaller.
Or:
• On the menu bar at the top of the page, select View, Zoom, Zoom In/Out.
For Safari on a Mac:
• Hold Command, press + to make text larger.
• Hold Command, press – to make text smaller.
Or:
• On the menu bar at the top of the page, select View, Make Text Bigger/Smaller; if using Safari 4, select View, Zoom In/Out.
For Google Chrome on a Mac:
• Hold Command, press + to make text larger.
• Hold Command, press – to make text smaller.
Or:
• Click the wrench icon on the browser toolbar and select Zoom.
Questions About Payments
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How do I sign up for automatic bank drafts?
To set up automatic payments with your Mastercard or Visa credit card or by bank draft, sign in to your account and visit the Pay My Bill page. Select the Pay Online option and you'll be able to sign up for
AutoPay by checking the box at the bottom of the "How will you pay?" window. A payment is required to complete the process.
If you have more than one PEC account, you will need to sign up for AutoPay by calling PEC at 1-888-554-4732 and speaking to a member services
representative, or visiting any PEC office location.
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Which credit cards can I use to pay my bill?
PEC will accept only Visa and Mastercard credit card payments. On April
1, 2011, the Cooperative discontinued accepting American Express and
Discover credit cards. While some PEC members did use those cards,
eliminating the higher fees charged by those companies will save a
significant amount in payment processing costs.
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Will my electricity be disconnected if I can’t pay my bill?
PEC offers a deferred payment plan and financial assistance information for members who are experiencing difficulties paying their electric bills.
Also, it is our standard policy not to disconnect any residential members for nonpayment when the temperature is expected to reach 100 degrees Fahrenheit or if the previous day’s highest temperature did not exceed 32 degrees Fahrenheit or is predicted to be at or below that level for the next 24 hours. This policy applies year-round and benefits all residential members, regardless of medical status or income level.
Questions About Your Bill
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How do I read my bill?
Our latest bill format is designed to communicate clearly all relevant information about your electricity use and costs. View the sample bill for more detail.
Service Dates define the period of electric use your bill is based upon.
The Beginning Reading and Ending Reading show meter-reading information for this billing period. Meters are read automatically on a daily basis.
Monthly Service Availability Charge is a fixed minimum charge for being connected to the electric distribution system.
Delivery Charge ($ per kWh use) accounts for that portion of the costs for delivering electric service recovered through kilowatt hours (kWh) consumed and billed.
Total Power Cost reflects the costs of PEC’s power suppliers and consists of:
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Base Power Cost ($ per kWh use): This is the power supply cost at the time the rate was determined by the cost-of-service study.
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Power Cost Adjustment ($ per kWh use): This represents fluctuations (+/-) to the actual cost of power determined by the power suppliers on a monthly basis.
Power cost adjustments are automatically reflected in member bills on a monthly basis, requiring no additional Board action.
For added convenience, switch to paperless billing and you’ll get your bill faster — while doing one more thing to help conserve natural resources.
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Can I change my billing due date?
Yes, you can, as long as you haven’t changed your due date within the past two months, and your account has a zero balance. Just
contact us to set a date that fits your budget.
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Why is my bill so high?
Many factors determine the amount due on your bill, but one of the variables you control is the amount of kilowatt-hours (kWh) you use. Your meter measures your kWh. One kWh is the amount of electricity it takes to light a 100-watt bulb for 10 hours. The more electrical equipment (appliances, lights, heaters, etc.) you use, the more kWh you use, and your electric bill will reflect the increase. For details on PEC’s charge per kWh, visit our
Rates page.
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The difference between the beginning reading shown on my bill and the ending reading is not the same as the billed kilowatt-hour (kwh) use. Why?
Accounts are billed this way when an instrument-rated meter is required. These meters are installed at locations that use above-average amounts of electricity, and they accurately record the amount of energy used just like standard residential meters.
Standard residential meters move forward by one number each time one kwh is used, but instrument-rated meters only move forward one number when a designated number of kwh are used. That “multiplier” number is displayed on the face of the meter on a black-and-white sticker and is preceded by an X (for example, X 40).
Bills for accounts with multipliers show the beginning and ending readings and the total kwh used like any other bill; however, the kwh use is calculated by multiplying the difference between the beginning and ending readings by the multiplier.
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How can I reduce my electric bill?
For tips on ways to lower your electric use, visit our
Ways to Save section.
Questions About Your Service
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How do I report a power interruption?
PEC members experiencing service interruptions should call PEC’s toll-free power interruption call answering system at 1-888-883-3379.
Our high-volume automated system helps PEC relay problems to our staff quickly and effectively and tracks restoration efforts, even during major interruptions. When you call, the system pinpoints the problem based on your PEC account number or the telephone number you have on file with us. If your phone number has changed, make sure to
contact us. Telephone representatives are available 24 hours a day in our member services call center.
For complete details on what information you may need to provide and a list of safety precautions, visit our Power Interruptions section.
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What are your rates?
Complete details about our electric rates and charges for outdoor lighting are available on our Rates page.
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How do I read my meter?
Most PEC meters are read remotely over our power lines, so you don’t have to send us a monthly meter reading. However, if you would like to track your electric consumption by reading your own meter, select your meter style below:
Pointer-Style Meters
Your meter has five dials with numbers from zero to nine. Read the meter from right to left. Read the first dial clockwise. Read the second dial counterclockwise and continue to alternate. If a pointer is between two numbers, record the lower number. If a pointer is directly on a number, check to see whether the pointer on the dial to the right has moved past zero. If the pointer has not moved past zero, record the lower number on the dial being read. Record the numbers from left to right.
Odometer-Style Meters
Odometer-style meters are read like a car odometer, from left to right. For more detailed instructions, please call us at 1-888-554-4732.
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How do your meters work?
PEC meters use a Two-Way Automatic Communication System (TWACS) module. These modules can receive a command to read the meter from any PEC office or our meter shop in Johnson City. The commands and their responses are sent through the electric line by slightly altering the 60-hertz alternating current signal. The entire process takes only 8 to 10 seconds and doesn’t affect your electric service.
Should you experience a service interruption, the meter details recorded through TWACS help us track down the problem more promptly. TWACS also lets members take advantage of new services like MyUse Energy Analyzer.
We calibrate your meter to industry standards and thoroughly test it prior to installation.
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What are PEC's deposit requirements?
In an effort to reduce uncollectible debt and mitigate financial risk, PEC has adopted a collection plan requiring new applicants and members to pay deposits in certain situations. PEC's
Tariff for Electric Service and
Business Rules outline deposit requirements and amounts.
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Why am I required to provide personal identification?
PEC requires valid identification to prevent member identity theft, frequent reconnections, and the abuse of our application process. All new applicants and current members requesting changes to their accounts are required to provide identification. Your security is important to us, and all personal information obtained by the Cooperative will be safely collected, stored and encrypted in our system. To learn more about our identification requirements, read PEC's
Business Rules and
Tariff for Electric Service.
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How do I add utility lines at my construction project?
To learn more about the approval process, fees and the installation of new electric facilities and equipment, read our
Line Extension Policy.
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How accurate is the MyUse Energy Analyzer?
PEC’s MyUse Energy Analyzer can give varying results because the daily meter readings shown on MyUse reports are not used for billing (one scheduled reading is used to calculate your bill). However, MyUse is a good tool for getting an idea of your average daily use.
Automatic meter readings are usually transmitted each day between midnight and 4 a.m. Circumstances such as communications issues can occasionally delay the transmission of meter readings. When that happens, more than 24 hours of electric use are reported for a day’s use, with the following day showing less than a full day’s use. On other days we might not receive a reading so the next valid reading is recorded and the total energy used during the lapse is evenly divided over the number of days on which no reading transmitted. If an issue occurs over the weekend, the issue is not corrected until the next working day.
For example, there is a reading for Tuesday’s use and the next reading of 100 kwh is taken on Thursday. A note would be shown in the MyUse report and 50 kwh would be recorded on both Wednesday and Thursday. This may not reflect the true activity at the location (maybe 80 kwh were used on Wednesday and 20 kwh on Thursday), but the data is still useful as you review your electric consumption pattern.
You can read more about MyUse Energy Analyzer in this July 26 CO-OP Conservation Blog post.
Questions About Energy Efficiency & Sustainability