Start, stop or transfer service

 Note: Only Net Energy Metering Aggregation (NEM2A) solar customers can start service online. Solar customers must call 1-877-743-4112 to start service.

New PG&E customer

1. Go to pge.com and select "Register."
2. Confirm you're a new PG&E customer.
3. Confirm you want a residential account.
4. Enter your new service address.
5. Verify safe access to your meter.
6. Pick a start date within the next 60 days.
7. Verify your identification.
8. Review your information.
9. Submit your request.

 Note: Former PG&E customers who are starting service again must register as new customers.

Current PG&E customer adding another service address

1. Sign into your online account.
2. Go to the My Account dashboard.
3. Select "Start, Stop or Transfer Service."
4. Select "Add Another Address."
5. Enter your new service address.
6. Verify safe access to your meter.
7. Pick a start date within the next 60 days.
8. Review your information.
9. Submit your request.

Are you a current customer without an online account?

Option 1. Create an account to start, stop or transfer service

You’ll need:

• Your current phone number and email
• Your account number
• Your ZIP code

Create an online account

Option 2. Call a PG&E customer representative at 1-877-660-6789.

You’ll need:

• Your current phone number and email
• Your account number
• Your ZIP code

Who can't request service online?

In the following cases, you’ll need to speak to a customer service agent to start service:

• Newly built homes. You're the first occupant in a new home and the builder hasn't started gas or electric service.
• Credit issues. You had previous credit issues with PG&E, including having service turned off for nonpayment.
• All solar customers other than NEM2A. Please call 1-877-743-4112.

If any of these situations apply, call 1-877-660-6789.

Have an online account?

1. Sign into your online account.
2. Go to the My Account dashboard.
3. Select "Start, Stop or Transfer Service."

Have an online account?

Please call 1-877-660-6789 to stop gas or electric service.

Don't see an option to stop service?

If you don't see an option to stop service, it may mean:

• Your service request is in progress.
• Your service has already stopped.

Before fumigation: Stop gas service

Before a service technician comes to your location, please confirm safe access to your meter on the day of service. Include a gate code or other access information in your request.

After fumigation: Restart gas service

Once fumigation is complete, schedule a time to restart service. Make sure the building is safe to enter. Before we arrive for your appointment:

• The fumigation company must post a “Notice of Re-entry" at the building.
• You must provide access to the location and its gas appliances
• You must report the type of fumigant that was used.

PG&E recommends having your fumigation company submit these service requests. The request to stop or start service for fumigation must be emailed at least two business days in advance.

Fumigation Gas: Stop/Restart email request

Are you an existing customer moving within PG&E’s service area?

To stop service on your current home and start service on your new home in a single transaction:

1. Sign into your account.
2. Go to the My Account dashboard.
3. Select "Start, Stop or Transfer Service."

• By phone
• At an authorized Neighborhood Payment Center (NPC)

 Note: To restore service, you must pay the full amount due.  

Pay by phone

Call our payment center at any time at 1-877-704-8470.

You may use:

• Visa, MasterCard or Discover
• ATM or debit card with a Star, Accel, Pulse or NYCE symbol
• Electronic check
  
• Google or Apple Pay

 Note: You will be charged a small convenience fee for each transaction.

1. After full payment is made, call us at 1-877-743-5950 with your confirmation number.
2. Once payment is verified, we’ll issue a service order to restore service.

Pay at an authorized Neighborhood Payment Center (NPC)

1. To find an NPC near you, call 1-877-743-5950 or use our Payment Center Locator.
2. You MUST bring your 11-digit PG&E account number or a copy of your bill with you.
3. You may pay by cash, check, money order or cashier’s check.
   • Walmart locations accept cash and PIN-based debit cards.
4. After full payment is made, call us at 1-877-743-5950. 
   • Have your NPC receipt available. 
   • Once payment is verified, we’ll issue a service order to restore service.

Need help paying your bill?

• Visit our financial assistance programs page
• Call 1-877-743-5950 for a list of agencies that may be able to help with your bill.

In cases where a spouse has passed away, service may be transferred to the surviving spouse.

• Please call Customer Service at 1-877-660-6789.

In all other cases, you cannot switch or transfer service between two people.

1. You must stop your existing service.
2. The other person will start the new service using their credentials.

 Note: To avoid a service disruption, schedule stop and start service for the same day.

New PG&E customer

1. Register for an online account.
2. Confirm you're a new PG&E customer.
3. Confirm you have a business account.
4. Enter your new service address.
5. If you have multiple accounts, you’ll be prompted to select one from a dropdown.
6. Verify safe access to your meter.
7. Select a start date within the next 60 days.
8. Define your business.
9. Select a rate plan.
10. Choose related programs.
11. Provide contact information.
12. Review your information.
13. Submit your request.

 Note: Former PG&E customers who are starting service again must register as new customers.

Current PG&E customer adding another service address

1. Sign into your online account.
2. Go to the My Account dashboard.
3. Select "Start, Stop or Transfer Service."
4. Select "Add Another Address."
5. Enter your new service address.
6. If you have multiple accounts, you’ll be prompted to select one from a dropdown.
7. Verify safe access to your meter.
8. Select a start date within the next 60 days.
9. Define your business.
10. Select a rate plan.
11. Choose related programs.
12. Provide contact information.
13. Review your information.
14. Submit your request.

Current PG&E customer without an online account

To create an online account, you’ll need:

• Your current phone number and email
• Your account number
• Your ZIP code

Create an online account

In lieu of deposit

If your new service requires a deposit, you may be able to have it waived.

• Follow the steps under Security deposit options: In lieu of deposit.

Rate plans for businesses

Learn about the different types of business rate plans we offer.

• Explore business rates

Meter set for multiple properties

Use our online form to make a request to start service.

• Appointment dates should be requested a minimum of two working days in advance
• Appointments should NOT be scheduled on a: 
  • Saturday
  • Sunday
  • Holiday
• If resources are available, we will accomodate four-hour appointment timeframes.
• If resources are unavailable on the day or time you want, appointments will be scheduled as a 12-hour (8 a.m. to 8 p.m.) timeframe.
• Choose from 1 to 25 properties and provide information for each. 

Request to start service for multiple properties

Have an online account?

1. Sign in with your username and password.
2. On your dashboard, select Stop Service under Service Requests.
3. Select the address where you want to stop service.
4. Select a date to stop service:
   • Are you removing gas appliances or cleaning with flammable solvents? Make an in-person appointment with a PG&E technician to stop service at your location. 
   • If you are NOT removing gas appliances or cleaning with flammable solvents, select a date within 60 days to stop service.
     
5. Provide your contact information.
6. Review and submit your request.

You will receive an email from PG&E confirming the receipt of your request to stop service.

Sign in

Check the status of your request

Review the status of your stop service request on your online account dashboard.

• It can be found in the Service Requests section.

Don't see an option to Stop Service?

If you don't see an option to stop service, it may mean:

• It's in progress or
• Your service has been stopped

We will offer four-hour appointment timeframes if resources permit. If resources are not available at your preferred time, appointments will be scheduled within a 12-hour window (8 a.m. to 8 p.m.).

Request to start service for up to 25 properties

Who can't request service online?

In the following cases, you’ll need to speak to a customer service agent to start service:

• New buildings. You're the first occupant in a brand-new building and the builder hasn't started service on a business rate.
• Credit issues. You had previous credit issues with PG&E, including having service turned off for non-payment.
• All solar customers but NEM2A. Please call 1-877-743-4112.
• Other rates. You want to start electric service on a rate other than our main small and medium business rates.

If any of these situations apply, please contact us:

• Business customers, call 1-800-468-4743, Monday through Friday, 7 a.m. to 6 p.m.
• Agricultural customers, call 1-877-311-3276, Monday through Friday, 7 a.m. to 6 p.m.
• Solar customers, call 1-877-743-4112, Monday through Friday, 8 a.m. to 5 p.m.

Do you have an online account?

1. Sign into your online account.
2. Go to the My Account dashboard.
3. Select "Start, Stop or Transfer Service."

Don't have an online account?

Please call 1-877-660-6789 to stop gas or electric service.

Don't see an option to stop service?

If you don't see an option to stop service, it may mean:

• Your service request is in progress.
• Your service has already stopped.

Before fumigation: Stop gas service

Before a service technician comes to your location, please confirm safe access to your meter on the day of service. Include a gate code or other access information in your request.

After fumigation: Restart gas service

Once fumigation is complete, schedule a time to restart service. Make sure the building is safe to enter. Before we arrive for your appointment:

• The fumigation company must post a “Notice of Re-entry" at the building.
• You must provide access to the location and its gas appliances
• You must report the type of fumigant that was used.

PG&E recommends having your fumigation company submit these service requests. The request to stop or start service for fumigation must be emailed at least two business days in advance. 

Fumigation Gas: Stop/Restart email request

To stop service at your current business location and start service at a new location in a single transaction:

1. Sign into your account.
2. Go to the My Account dashboard.
3. Select "Start, Stop or Transfer Service."

Don’t have an online account? It's easy to create one. You’ll need:

• Your account number
• Your phone number
• Your ZIP code

Register for an online account now

After receiving your first bill, pay your deposit:

• Online with your bank account or credit card
• By mail
• With cash or check in person at a neighborhood payment center

Your deposit will accrue interest at the three-month commercial paper rate as published in the Federal Reserve Statistical Release, H-15.

Do you want to spread payment of your deposit over several months?

• Schedule a pay plan online.
• Call our Customer Service Center at 1-800-468-4743 to schedule a pay plan.

Eligibility

All commercial rates are eligible for the In Lieu of Deposit program. Otherwise, you must:

• Be a new PG&E customer with a deposit amount of less than or equal to $10,000
• Enroll before the third billing statement is generated for your account.
• Maintain recurring payments and paperless billing on your account for 12 billing cycles.

How to waive the security deposit

1. Sign up for paperless billing.
2. Set up recurring payments to automatically pay your bill each month.
3. Keep paperless billing and recurring payments active for 12 months in a row.

The deposit will be re-applied to your account if:

• A recurring payment fails.
• The monthly balance is not paid in full.
• Your account is unenrolled from recurring payments or paperless billing.

How to pay the security deposit using a surety bond

1. Obtain a bond from your insurance company in the amount of the deposit request
2. List PG&E as the sole beneficiary.
3. Complete the Surety Bond form (PDF)
4. Email copies of the form and the Surety bond to PG&E.
5. PG&E will notify you once the form is accepted. We'll then ask you to mail the original documents to:
   Pacific Gas and Electric Company
   ATTN: Bond Desk
   P. O. Box 8329
   Stockton, CA 95208-0010

Irrevocable letter of credit

Have your banking institution complete and indicate that it will fully guarantee any bill that is submitted for payment without prejudice or question.

Contact our Credit Department for the required form.

Bill guarantee

This must be signed by a guarantor who assumes all financial responsibility for the specified guaranteed amount in the event the customer fails to pay the closing bill.

The guarantor must be an established commercial customer with:

• 12 consecutive months of service
• No more than two late payments
• The average monthly billings equal to at least 50 percent of the amount to be guaranteed.

Ask your guarantor to contact the Credit Department. We must verify that they meet the guidelines before we send them the form.

If PG&E does not meet the agreed-upon appointment time set during contact with our Call Center, we credit your account $30. 

The following are circumstances when Guarantee 1 does not apply:

• When a customer makes a same-day appointment

• When a service person misses the appointment to respond to an immediate emergency

• Gas pilot light appointments between October 15 and January 15

• Where access to the customer's location is not available or the customer is not ready for service

• During serious emergencies and/or storm conditions

• PG&E will investigate non-emergency situations (check meter) and communicate results to a customer within seven days of a customer's request.
• Check-meter appointments between October 15 and December 15 of each year will be scheduled within 10 workdays.
• If an off-site meter test is required, PG&E will provide the results to the customer within 30 days.
• If access is required to the customer's location, then an appointment is necessary.

Failure to meet the service guarantee will result in a $30 credit to the customer's account.

• An automatic credit to the customer's account would apply only if PG&E misses a scheduled appointment date.
• If the appointment is scheduled beyond five workdays, the customer must notify PG&E to receive the credit.
• If PG&E's records show that such scheduling was at the customer's request, the credit does not apply. 
  

The following are circumstances when Guarantee 2 does not apply:

• Company-generated orders

• Where access issues exist

• When the service person is required to respond to an immediate emergency

• During serious emergencies and/or storm conditions

The Emergency Service Guarantee is not currently in effect.

PG&E will decide on a course of action to resolve a complaint. We will provide it to the customer within three working days. PG&E will communicate the complaints resolution to the customer within:

• 10 working days
• 30 working days when an off-site meter test is required or an on-site home audit is requested

Failure to meet the service guarantee will result in a $30 credit to the customer's account. 

The following are circumstances when Guarantee 4 does not apply:

• Applicable only to complaints referred to PG&E from the Consumer Affairs Branch (CAB) of the California Public Utilities Commission 

• When resolution includes a pending outcome, which will appear beyond the guarantee period (e.g., a billing adjustment to be reflected on a future bill)

• When the customer requests additional actions (e.g., re-reading or testing meters, scheduling customer appointments) to resolve the complaint

• During serious emergencies and/or storm conditions

If PG&E does not meet the agreed-upon date for new service meter installations and service turn-ons, we will automatically credit your account $50. 

The following are circumstances when Guarantee 5 does not apply:

• Multiple (10 or more) gas and electric meter sets and service turn-ons for a contractor

• Meter installations where a service turn-on had not been requested by the customer

• When access to the location is not provided by the customer or the customer's equipment is not ready (for example, work has not been inspected by the city) for the meter installation

• When a service person misses the appointment due to the need to respond to an immediate emergency

• During serious emergencies and/or storm conditions

PG&E will respond to customer calls reporting electric service interruptions within four hours by:

• Restoring service; or
• Informing the customer, upon request, when service restoration is expected; or
• Crediting your account $30

The following are circumstances when Guarantee 6 does not apply:

• When access to the area or customer location is not available

• When customers choose not to be notified of changes in the time service restoration is expected

• During serious emergencies and/or storm conditions

If PG&E does not restore electric service within 24 hours, we will credit your account $30 for each 24-hour period you are without service. This does not apply if the cause of the outage is absolutely beyond our control.

The following are circumstances when Guarantee 7 does not apply:

• Planned service interruptions

• When access to the area or customer location is not available

• During serious emergencies and/or storm conditions

If PG&E does not issue an accurate commencing bill to a new customer account within 60 days of service initiation, we will credit your account $30. 

The following are circumstances when Guarantee 8 does not apply:

• Re-establishment of service following a shutoff for non-payment
• When access to the area or customer location is not available on the date requested
• When the customer fails to request service in a timely fashion, but only after occupying a new residence, creating a retroactive bill
• Cases of mail theft or a clear failure on the part of the U.S. Postal Service to deliver the first bill in a timely manner. PG&E must have documentation that notice was sent in a timely manner.
• When the customer provides inaccurate information at the time of requesting service initiation
  
• Any major catastrophic event causing a disruption in transportation or communication within PG&E's service territory. For example:
  • The 1989 Loma Prieta Earthquake
  • The 1991 Oakland Hills Firestorm
  • The 2020 CZU Lightning Complex Fires

PG&E shall provide at least three days' notice of a planned interruption in service.

• Failure to meet the service guarantee will result in a $30 credit to the customer's account.
• This guarantee will require a customer call and PG&E investigation to determine if PG&E’s commitment to notify customers 72 hours in advance of planned interruptions was missed
• Customers notified of planned service interruptions 72 hours in advance may have their service interrupted on multiple occasions on the date(s).

The following are circumstances when Guarantee 9 does not apply:

• If the planned interruption is canceled due to other commitments and emergencies
• Customer supplies incorrect phone number, mailing address or if there is no access to the customer's location
• Service agreement is not established in PG&E's customer information system
• If an alert was sent to the customer of record, but the customer failed to notify tenants
• If customer agrees to a shutdown without three days’ notice (PG&E will document the date and time of such discussion)
• The U.S. Postal Service failed to deliver an alert in a timely manner, and PG&E has documentation that notice was sent timely (Sundays and holidays are excluded for the purposes of U.S. Postal Service mail alerts).
• Emergency interruptions, including:
  • Equipment failure
  • Imminent equipment failure
  • High/low voltage conditions
  • Overload conditions
  • Hazard removal from PG&E facilities
  • Conditions that may affect public/employee safety
  • Burned cross arms/poles
  • Car-pole accidents
  • Downed powerlines 
• During serious emergencies and/or storm conditions

Impacted customers will be eligible for a $100 credit adjustment if PG&E terminates service in error. The following scenarios are eligible for Guarantee 10 — Service Termination in Error:

• Service interruptions due to an error in PG&E’s billing or meter reading processes when a customer has established service with PG&E or has taken all necessary steps to establish service with PG&E. 

• Service interruptions due to non-payment of energy bills that occur after 8 a.m., where a customer made sufficient payment or a payment arrangement the previous day.

The following are circumstances when Guarantee 10 does not apply:

• Service interruptions to assure customer safety

• Service interruptions due to catastrophic events

• Service interruptions that last less than one hour

• Service interruptions to repair or replace PG&E gas and/or electric facilities

• Service interruptions to diagnose the possibility of switched gas and/or electric meters

• Service interruptions due to a customer denying PG&E access to service PG&E facilities, including gas and/or electric meters

• Service interruptions that occur after 8 a.m. on the same day as payment, when a customer is subject to a service disconnect due to non-payment of an energy bill

• Service interruptions when PG&E has no record of a customer at the service address

Service guarantees were adopted as part of Pacific Gas and Electric Company's 1999 and 2003 general rate cases, which were approved by the California Public Utilities Commission (CPUC).

Payouts for not meeting a service guarantee are funded by Pacific Gas and Electric Company's shareholders.

No, with very few exceptions.

• Our system is set up to automatically identify circumstances where we did not meet any of the seven service guarantees and credit your account.
• See the terms and conditions of the service guarantees for more details.

Customers due a credit should see the credit on their bill within about two months.

If you're due a service guarantee credit, it will appear as a credit "adjustment" on your future monthly bill.

Call our Customer Service Center at 1-877-660-6789.