Frequently Asked Questions
Answers to Frequently Asked Questions (FAQs) are provided here. Questions have been categorized into multiple sections:Budget Billing
Change a Mailing Address
New Construction and Renovation
Start and Stop Electric Service
User Name and Passwords
Q | How does budget billing work?
A | Budget billing removes seasonal swings from your electric bills and makes it easier to
plan your budget.
The program divides your total electric use for the year into even amounts so that your bill is the same each month. We compare your budget to your actual electricity use beginning in the 5th month and continuing through the 11th month, subject to one change during that time frame so that, by the end of the year, you’ve paid for the actual amount of electricity you used.
If there’s a difference at the end of your budget year, we settle the account in your bill for the 12th month.
Q | How do I enroll In budget billing?
A | If you’ve lived at your location for more than twelve months, you can sign up for budget billing online. If you’ve lived there less than twelve months, call Customer Service at 1-800-375-7117 to enroll. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday.
Q | What does this service cost?
A | There is no cost to participate in budget billing.
Q | How will I know if you changed my monthly amount, and why does this happen?
A | Your bill will show the new budget amount one month before the change. This change is sometimes necessary when your electricity use increases or decreases compared to previous years. Customers with electric heat or air conditioners may experience this if weather conditions change from one year to the next.
Q | How do I cancel Budget Billing?
A | Call Customer Service at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday.
Change a Mailing Address
Q | What’s the mailing address?
A | It’s the address where we send your bill.
Q | Can I get my bill at a different address than where I’m served?
A | Yes. Your mailing address can be whatever you’d like, including a Post Office box or other location.
Q | Should I update my address if I’m moving?
A | Yes, if you’ll still responsible for paying the bills at the service address. If someone else will be paying these bills, call us at 1-800-375-7117 to stop service in your name.
Q | Do I need a “mailing address”?
A | Only if you’d like your bill mailed somewhere other than the service address.
Q | I have the same mailing address for different accounts. How do I know which bill belongs to each account?
A | Each bill has the service address listed on the top, left-hand side of the bill. The account number also appears on the bill.
Q | Can I have more than one mailing address on my account?
A | Yes, you can request Third Party Notification, your bill will be mailed to the mailing address ont the account as well as the mailing address for the Third Party. Call Customer Service at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday
Q | Can I change my mailing address by calling Delmarva Power?
A | Yes. Call Customer Service at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday
Q | Where can I learn more about my rates?
Q | How do I know what rate I’m on?
A | Your rate, or “rate schedule,” is listed in the Electric Summary Section on the first page of your bill.
Q | Why Is my bill higher this month?
A | Many factors can change your bill from month to month. Consider these questions:
- Was the billing cycle longer this month?
- Was it colder or warmer?
- Did you have extra guests or run extra appliances?
Q | What can I do to control my energy costs?
A | For ideas on how to save, visit our home energy analyzer, which allows you to create customized reports specific to your home, or check out our energy library and energy calculators.
New Construction and Renovation
Q | What information do I need to get service to my home?
A | You can apply for new service online, click here.
Q | What information do I need to get three-phase service to my business?
A | To begin the process of getting three-phase electric service for a new commercial or industrial facility, look up and contact our local office nearest you. (Click Here)
Q | What are the site requirements for new service to be connected?
- The area has been cleared, graded and staked and is otherwise ready for work to be done
- Electrical or gas inspection approval has been received
- Service connection fees have been paid by the customer
- Mainline primary and transformers or mains have been installed
- Required excavation in public space has been completed
- Appropriate customer data for service and billing purposes have been provided to Delmarva Power
- Necessary permits and right-of-ways have been obtained
Q | After I’ve satisfied the requirements, how long will it take to get service?
A | After all the requirements are completed, service will be connected within ten days, weather permitting.
Q | Are there special requirements for underground service?
A | Yes, digging the trench is the customer’s responsibility. Our technician will provide you with the details you need. Under state law, you must call 8-1-1 at least three days before digging to obtain information on existing underground facilities. You also should contact other utilities to coordinate underground hookups. After the trench is dug, call us and the other utilities. You will be responsible for closing the trench after all cables have been installed.
Q | What do I need to do if I’m upgrading my existing service?
A | Look up and contact our local office nearest you. (Click here)
Q | What is paperless billing?
A | Paperless billing lets you view and pay bills online. You no longer receive bills in the mail. Instead, you receive an e-mail notice when a bill is ready online.
Q | How do I sign up?
A | Click here. If you’re a first-time user on My Account, you’ll need your most recent bills to create a User ID and password to get started.
Q | Can I still receive a paper bill?
A | No. But you can print your bill from our Web site.
Q | Can I pay with my credit card?
A | You can not pay online with credit cards. However you can call us at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday. NCO charges a convenience fee of $6.25 per each $600.00.
Q | How can I pay my bill with paperless billing?
A | We let you to pay online from your bank account. You can schedule when payments are made each time or sign up for automatic bill payment, which automatically deducts your payments when they’re due.
Q | I received a shutoff notice. How can I keep my service on?
A | Pay the full overdue balance listed on the notice before the shutoff date, or call us at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday to discuss a payment arrangement. Payments can be made online or by calling our toll-free number (click here).
Q | What if I can’t keep my payment agreement?
A | Call us at 1-800-375-7117). Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday. We can discuss possible options to avoid having your service disconnected.
Q | Who can I call if I have a question about my payment arrangement?
A | Call us at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday.
Q | Why am I receiving shutoff notices when I’m making monthly payments?
A | You may receive a shutoff notice if you are making monthly payments but still have an overdue balance. To avoid a potential shutoff, see above: “I received a shutoff notice. How can I keep my service on?”
Q | Can I set up a payment arrangement online?
A | You can not set up a payment arrangement online, however, you can use our automated telephone system by calling 1-800-375-7117 and saying “Payment Arrangements” at any time during the main menu.
Q | What is the Direct Debit Program?
A | Payments are deducted from a checking or savings account automatically each month on the due date. You still get your bill in the mail, unless you’re enrolled in paperless billing, but no response is required. To enroll, when mailing in you bill payment, simply check off the box the front of your bill stub and fill in the information on the back or you can click here.
Q | How do I pay online?
A | This option lets you pay a bill directly from a checking or savings account. You designate the bank account, the payment amount and the date you want your payment made. Your bank then deducts the amount and sends it to us. To pay online, click here.
Q | How do I pay by credit card?
A | You can not pay online with credit cards; however, you pay with Visa, Diners Club and Discover by calling us at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday. NCO charges a convenience fee of $6.25 per each $600.00.
Q | How do I pay in person?
A | You may pay your bill at one of our payment centers to view the list click here. You can also pay at one of our third party payment locations, to view the list click here. Third Party Payment locations charge a $1 convenience fee for each transaction.
Q | How can I report an outage using your phone system?
A | Call 1-800-375-7117 and say Electric Problem.
Q | How do you know where I’m located?
A | The system detects your phone number and uses that and a series of questions to verify the outage location.
Q | How will I know you’ve recorded my outage?
A | After you report the outage, we’ll share information about our restoration efforts.
Q | Can I report an outage using your web site?
A | We regret that we can not respond to outages reported by e-mail.
Q | Can I check the status of my outage using your web site?
A | Click here to check the status of your outage.
Q | Will you let me know when I can expect my power back on?
A | If we’re aware of your outage, we’ll give you an estimate of when we expect to have power restored. If the outage just occurred, we’ll estimate a time based on averages. As crews evaluate the damage, that estimate may change.
Q | Can I call back to check on the status of my outage?
A | Yes. To get the most up-to-date information we have, call 1-800-375-7117 and say
"Electric Problem" and our automated system will provide you with the most recent outage information.
Also, when you call to report your outage, you can request a call back if your estimated restoration time changes.
Q | How long is my security deposit kept?
A | Residential deposits will be applied to any unpaid balances or refunded after one year
(from date deposit is paid in full) if satisfactory credit has been established.
Satisfactory credit is defined as payment of the last 12 consecutive monthly bills (by due date) without an unpaid previous balance and no detrimental credit information recorded against the customer account within the last 12 months.
Q | Do I collect interest?
A | Yes, the Delmarva Power deposit interest rate in 2008 was 3.91%. the Atlantic City Electric deposit interest rate in 2008 was 4.79%.
Q | What happens when I stop service?
A | We apply your deposit to the final bill. If it’s larger than the bill, the difference is refunded to you.
Q | Can the deposit be waived?
A | Yes. Call us at 1-800-375-7117). Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday.
Start and Stop Electric Service
Q | How do I start or stop my electric service?
A | Click here to learn more about starting or stopping your service online, or call us toll-free at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday.
Q | How soon can I start or stop service?
A | We require advance notice of 5 business days to start or stop service.
Q | Is there a connection fee to put service into my name?
A | No, there is usually no fee for connecting service unless the service was shut off for nonpayment and you are requesting to be reconnected.
Q | Can my spouse or another person request connection of service for me?
A | No, we can only put service into the name of the person to whom we are speaking.
Q | How do I stop billing in my name or turn the power off?
A | We require advance notice of 5 business days to stop service. Click here to learn more about stopping your service online, or call us toll-free at 1-800-375-7117. Customer service representatives are available from 7 a.m. to 7 p.m. Monday to Friday.
Q | I forgot to call you and take service out of my name when I moved. What should I do?
A | You should call us as soon as possible. We require advance notice of 5 business days to stop service.
User Name and Password Assistance (E-Bill)
Q | What are the user name and password requirements?
A | Your password is between 8 and 15 characters. It includes at least one letter, one number and may include any of the following special characters @ # $ _
Q | What if I forget my user name or password?
A | Click "Forgot user name?" or “Forgot password?” on our log-in screen and supply the requested information. Your user name or temporary password will be e-mailed to you immediately.
Q | Why can't I use the same e-mail address as someone in my family?
A | It’s important that all users have a unique e-mail address so that we can communicate with you by e-mail.
Q | Can I let someone view my account information online?
A | This feature is not currently available.