FirstEnergy's Commitment to You

Absolutely not. FirstEnergy operates a critical part of our country’s infrastructure and is committed to keeping the lights on as the nation addresses the coronavirus challenge. We are taking a well-informed and measured response that protects our employees and the general public while also providing the power our customers need all day, every day.

To ensure the lights remain on for all our customers, FirstEnergy’s essential work to maintain the electric system will continue with appropriate protective measures recommended by the Centers for Disease Control and Prevention (CDC), the National Institutes of Health (NIH) and the World Health Organization (WHO).

Safety is a core value at FirstEnergy, and we are taking extensive steps to protect our employees, including:

• Enhancing workplace flexibility to include working from home when possible and more flexible hours
• Performing enhanced environmental cleaning at company facilities, with extra focus on commonly touched surfaces
• Providing sanitizing equipment for equipment and vehicle cleaning
• Prohibiting visits to FirstEnergy locations from non-essential personnel
• Relocating job briefs and reporting locations to spaces conducive to social distancing
• Splitting into smaller work units to support distance between employees
• Offering medical personnel for employees who have questions or concerns about their health

Our line workers and field personnel perform almost all of their work outside of homes and businesses with little to no need to interact with occupants. When interactions with our personnel are required, appropriate preventive measures like social distancing and wearing masks will be in place to protect your personal health.

In states where FirstEnergy does not have smart meters, reading meters outside of homes helps ensure that monthly bills are accurate. This also prevents a prolonged period of estimated bills, as residential electric use is expected to spike for the foreseeable future as customers spend time in their homes around the clock.

Many customers are spending more time in their homes and increasing their energy consumption, which can lead to higher-than-usual electric bills. By continuing to read meters and provide accurate billing information in a safe manner, we can continue to keep customers informed of their energy use. A prolonged period of estimated bills may result in an unusually high bill when the meter is read again.

In the event a customer receives an estimated bill, they have the option to submit a meter reading by logging into their online account or by calling a customer service representative to receive an adjustment. Any variation between the estimated and actual usage will be adjusted on a customer’s bill with the next actual meter reading. 

Trees are a leading cause of electrical power outages. To help ensure continued reliable and safe electric service, FirstEnergy's Vegetation Management Program works to keep our transmission and distribution rights-of-way free of incompatible trees and other vegetation. This regular tree maintenance is an essential part of our commitment to keeping the lights on.

To safeguard the health and safety of FirstEnergy employees, contractors and our six million customers, we have implemented extensive precautions aligned with our medical consultants, the CDC, NIH and WHO. These measures include instructions to maintain appropriate social distance. We ask the public to also extend that coutesy to our workers. 

We understand that customers may be facing concerns and hardships due to business shutdowns and interruptions. We will work with customers on various payment options if they are having trouble paying their electric bills. Options include:

• Enrolling in budget billing, a program that averages usage over 12 months to offer the same bill amount each month.
• Energy assistance programs for eligible customers, based on their situation and state of residence. Click here for more information about assistance programs.
• Arranging an affordable payment plan, which will allow you to pay your balance over time in addition to your current charges. 

Customers with concerns are encouraged to call their electric company:

For information on available SBA programs, how to apply, and to see if you qualify, please visit the Small Business Administration website at SBA.gov, or you can contact your lender, financial advisor, or your local Small Business Administration office. 
 

For state-specific non-residential information, please use the appropriate link below: 

• Ohio Small Business Relief* 
• Pennsylvania Small Business Assistance* 
  
• New Jersey Emergency Assistance Eligibility*
• Maryland Emergency Relief* 
  
• West Virginia Small Business Resources*
  

*By clicking this link you are leaving the FirstEnergy website and entering a website maintained by third party. The third party is entirely responsible for the content of their website

FirstEnergy has established a customer service team dedicated to our non-residential customers. This team can provide helpful information on available assistance programs and offer payment agreements if needed.  If you would like more information, please contact your utility company at the number listed below and ask to speak to a member of the Small Business Team. Members of this team are available 8:00 am – 6:00 pm, Monday through Friday. 

Service Disconnections Resumed on October 5, 2020

In Ohio, service disconnection and collection activities have resumed on October 5, 2020. If the termination date on your disconnection notice is on or after October 5, 2020, your service may be terminated for non-payment. These notices can be used as proof of situation by agencies who provide financial support to assist with bills. We will comply with any state orders to postpone these activities as long as necessary. When disconnection activities resume, all normal collections practices will also resume including payment plan options, requirements for reconnections, and late payment charges.

Payment Arrangements
Customers who are having difficulty paying their bills should call us to arrange a payment plan and request information on potential assistance programs to avoid termination. Customers are urged to contact us while enhanced payment arrangements are still available. Arrangements made prior to October 5, 2020, will not interfere with any future payment options customers may choose.

Assistance Programs
For information about assistance programs for which residential customers may be eligible, please visit Assistance Programs.

Field Personnel
Field personnel in the community performing collection activities will be following proper safety measures and take necessary precautions against the spread of COVID-19. 

Service Disconnections to Resume 

Service disconnection and collection activities resumed for Pennsylvania customers on November 9, 2020. If the termination date on your disconnection notice is on or after November 9, 2020, your service may be terminated for non-payment. All normal collections practices have resumed including payment plan options and requirements for reconnections. These notices can be used as proof of situation by agencies who provide financial support to assist with bills. 

Payment Arrangements & Assistance Programs
If you are having difficulty paying your residential bill, you may be eligible for outside assistance programs and payment arrangements based on your household income level.  If your household income level is 300% of federal poverty income guidelines or below, you may qualify to have your service disconnection suspended until at least March 31, 2021. Click here and select "Pennsylvania" for more information on available protections.

To avoid termination, call us to arrange a payment plan and visit Assistance Programs to search for the agencies that may be able to provide help paying your bill.

Field Personnel
Field personnel in the community performing collection activities will be following proper safety measures and take necessary precautions against the spread of COVID-19. 

Residential Service Disconnections Delayed Until No Sooner Than March 16, 2021

We have suspended residential service disconnections for nonpayment until at least March 16, 2021. Disconnections for non-residential customers began October 15, 2020. The notice you receive from us can be used as proof of situation for agencies who provide financial support to assist with bills. We will comply with any state orders to postpone these activities as long as necessary. After disconnection activities have resumed, all normal collections practices will also resume, including payment plan options and requirements for reconnections.

Payment Arrangements
Customers who are having difficulty paying their bills should call us to arrange a payment plan and request information on potential assistance programs to avoid termination. Customers are urged to contact us while enhanced payment arrangements are still available. Residential customer arrangements made prior to March 16, 2021 will not interfere with any future payment options customers may choose.

Assistance Programs
For information about assistance programs for which residential customers may be eligible, please visit Assistance Programs.

Field Personnel
Field personnel in the community performing collection activities will be following proper safety measures and take necessary precautions against the spread of COVID-19. 

Service Disconnections Resumed
In Maryland, we continue to find ways to assist customers during the coronavirus pandemic and its aftereffects.

• Residential
  We resumed disconnects for non-payment on November 15, 2020.
• Nonresidential
  We resumed disconnects for non-payment on October 1, 2020.

Payment Arrangements
Customers who are having difficulty paying their bills and are at risk for disconnection should call us immediately to arrange a payment plan and request information on potential assistance programs to avoid termination. Contact us at 800-736-3401, Monday – Friday, from 8 a.m. – 6 p.m.  

Assistance Programs
For information about assistance programs for which residential customers may be eligible, please visit Assistance Programs.

Field Personnel
Field personnel in the community performing collection activities will be following proper safety measures and taking necessary precautions against the spread of COVID-19. 

Service Disconnections Resumed 
In West Virginia, we restarted service terminations on November 4, 2020, for residential customers and September 15, 2020, for non-residential customers. Disconnection notices can be used as proof of situation by agencies who provide financial support to assist with bills. If the termination date on your disconnection notice is on or after November 4, 2020, your service may be terminated for non-payment. All normal collections practices have resumed including payment plan options, requirements for reconnections, and late payment charges.

Payment Arrangements
Customers who are having difficulty paying their bills and are at risk for disconnection should call us immediately to arrange a payment plan and request information on potential assistance programs to avoid termination. 

Contact us Monday – Friday, from 8 a.m. – 6 p.m.   

• Mon Power: 800-736-3407   
• Potomac Edison: 800-736-3401    

Assistance Programs
For information about assistance programs for which residential customers may be eligible, please visit www.firstenergycorp.com/billassist.

Field Personnel
Field personnel in the community performing collection activities will be following proper safety measures and take necessary precautions against the spread of COVID-19. 

Service Disconnections to Resume

Residential
Penelec will resume service terminations on February 1, 2021.  However, by law in New York, upon residential customer notification, we will suspend terminations through March 31, 2021 for those experiencing a change in financial circumstances, due to the COVID-19 state of emergency.  For information about assistance programs for which residential customers may be eligible, please visit www.firstenergycorp.com/billassist.

Nonresidential
Penelec will resume service terminations on February 1, 2021. If the termination date on your disconnection notice is on or after February 1, 2021, your service may be terminated for non-payment. We will comply with any state orders to postpone these activities as long as necessary. ​

Payment Arrangements
Customers who are having difficulty paying their bills and are at risk for disconnection should call us at 800-962-4848, Monday – Friday, from 8 a.m. – 6 p.m., to arrange a payment plan to avoid termination. Customers are urged to contact us while enhanced payment arrangements are still available. Arrangements made prior to February 1, 2021 will not interfere with any future payment options customers may choose.

After disconnection activities have resumed, all normal collections practices will also resume including payment plan options and requirements for reconnections.
 

Field Personnel
Field personnel in the community performing collection activities will be following proper safety measures and take necessary precautions against the spread of COVID-19.