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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). When PG&E receives a voltage investigation request, we send a Troubleman to determine 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 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
  • Assist with resolving the issue

Are you experiencing a voltage issue? Call PG&E Customer Service at 1-877-660-6789. Voltage issues include:

• High or low voltage
• Partial power
• Flickering lights

Please describe the problem to our customer service representative. Let them know if your complaint involves a PV (solar) system.

• Once PG&E receives a customer’s call, we dispatch a 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.
• The RVM is removed and the data is sent to the 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.

Do you have specific voltage questions? Email the Voltage Reliability Team at VRT@pge.com.