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Report a Voltage Problem

Voltage problems

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We're here to help

 

PG&E works to deliver safe, reliable and affordable energy to our customers. We are required to provide electric service under Electric Rule No. 2 (PDF). Upon receipt of a voltage investigation request, PG&E's first responder (Troubleman) determines if the service voltage complies with Electric Rule No. 2.

 

  • If the service voltage is outside the Rule 2 guidelines, we notify the customer of our findings and then take appropriate steps to comply with Electric Rule No. 2.
  • If the service voltage is within the Rule 2 guidelines, we notify the customer that PG&E is within compliance and that the voltage issue potentially resides on the customer side.
  • If the service voltage is outside the Rule 2 guidelines but the high voltage is due to generation on the customer side, we notify the customer of our findings and assist with resolving the issue.

 

Voltage problems

 

If you're experiencing a voltage issue, call PG&E Customer Service at 1-800-743-5000. Voltage issues include the following:

 

  • High or low voltage
  • Partial power
  • Flickering lights

Please let our customer service representative know if your complaint involves a PV (solar) system and also describe the problem.

 

How we respond to voltage complaints

 

  • Once we receive a customer’s call, we dispatch a PG&E Troubleman from the local office.
  • We call in advance to give our estimated time of arrival. If the customer does not answer, we leave a voice message.
  • Upon arrival, the Troubleman performs the initial investigation. If the area is not accessible, we leave a card with contact information requesting the customer to reschedule the visit.
  • If the voltage issue is resolved, we’ll let the customer know in person or leave a Service Report.
  • If we don’t find a problem, we may install a Recording Volt Meter (RVM) and leave it for a few days to collect voltage data for investigation.
  • The RVM is removed and the data sent to PG&E Voltage Reliability Team.
  • The Voltage Reliability Team contacts the customer with their findings. They let the customer know of any actions required to correct and resolve the problem.
  • The Voltage Reliability Team responds to an inquiry within 48 hours after receiving an RVM data file.

 

If you have specific voltage questions, email the Voltage Reliability Team at VRT@pge.com.