PG&E Customer Service: Billing, Outages, Assistance and Reviews

Eric Strand

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PG&E customers commonly need immediate help with a suspected gas leak, downed power line, outage, unusually high bill, missing payment, shutoff notice, solar account, service transfer, property-damage claim, or unresolved customer-service complaint. Emergency and outage problems use different numbers from ordinary billing and account support, so choosing the correct route is important.

Emergency warning: If you smell natural gas, hear escaping gas, see a downed power line, or believe there is an immediate danger, leave the area and call 9-1-1. Do not use email, online reviews, social media, or a standard billing form to report an emergency.

PG&E Emergency and Customer Service Numbers

PG&E Customer Service Hours

PG&E currently publishes the following staffed residential customer-service hours:

  • Monday–Friday: 7:00 a.m.–7:00 p.m. Pacific Time
  • Saturday: 8:00 a.m.–5:00 p.m. Pacific Time
  • Sunday, holidays, and after hours: Emergency and automated customer-service access only

The automated telephone system may allow customers to access account information, make payments, report outages, or request certain service changes outside the staffed hours. It should not be described as full 24-hour live-agent customer service.

Business, agricultural, solar, and building-service centers generally publish weekday hours of 7:00 a.m.–6:00 p.m. Pacific Time. Holiday schedules can vary.

What to Do If You Smell Natural Gas

Signs of a possible gas leak can include a rotten-egg or sulfur-like odor, hissing or roaring sounds, damaged gas connections, bubbling water, unusual soil movement, or dying vegetation near a pipeline.

  1. Alert other people nearby.
  2. Leave the building or area immediately.
  3. Do not use light switches, telephones, flashlights, matches, vehicles, garage-door openers, or anything else that could create a spark while near the suspected leak.
  4. Move to a safe location.
  5. Call 9-1-1.
  6. Then call PG&E at 1-800-743-5000 or 1-877-660-6789.

Do not return to the area until emergency personnel or PG&E confirm that it is safe.

What to Do About a Downed Power Line

Always assume that a downed line is energized. Stay away from the wire and anything touching it, including vehicles, fences, trees, water, or metal objects.

  • Keep children and animals away.
  • Do not drive over the line.
  • Do not touch a person or object in contact with it.
  • If a wire falls on a vehicle, remain inside unless fire or another immediate danger requires an emergency exit.
  • Call 9-1-1.
  • Then call PG&E at 1-800-743-5000.

Do not report downed lines through a public review, email, or non-emergency online form.

How to Report a PG&E Power Outage

Report or check an outage through the PG&E Outage Center or call 1-800-743-5002.

Customers can also text STATUS to 97503 to request outage information for the address connected to their PG&E notification preferences. Message and data rates may apply.

Information to Save During an Outage

  • Date and time the outage began
  • Address affected
  • Outage report confirmation
  • Estimated restoration updates
  • Text or email alerts
  • Photographs of visible damage taken only from a safe location
  • Food-spoilage records
  • Appliance or equipment damage
  • Medical-equipment concerns
  • Date and time service was restored

An estimated restoration time can change as crews inspect damage, isolate hazards, replace equipment, obtain access, or respond to changing weather.

PG&E Public Safety Power Shutoff Complaints

A Public Safety Power Shutoff, commonly called a PSPS, is a planned power shutoff used during certain high-fire-risk weather conditions. PSPS complaints may involve notification problems, restoration delays, medical needs, inaccessible community resources, generator expenses, food spoilage, or incorrect contact information.

Customers should update all telephone numbers, email addresses, accessibility needs, and notification preferences in PG&E My Account. Customers with medical, disability, mobility, transportation, or other access and functional needs should review PG&E’s Medical Baseline and Self-Identified Vulnerable programs.

Medical Baseline enrollment and vulnerable-customer status provide additional support and notifications but do not guarantee uninterrupted service. Customers who depend on electrically powered medical equipment should maintain an emergency backup plan.

PG&E Billing and High-Bill Complaints

A higher-than-expected PG&E bill can result from energy usage, seasonal weather, rate-plan changes, billing-period length, estimated or corrected meter readings, a past-due balance, payment-plan charges, solar true-up billing, Community Choice Aggregation charges, or a payment that was not applied correctly.

Before Contacting PG&E About a High Bill

  • Compare the current usage with the same period from the previous year.
  • Check the number of billing days.
  • Review the electric and gas usage separately.
  • Determine whether the bill contains an estimated or corrected reading.
  • Check the rate plan and time-of-use periods.
  • Review any balance carried forward.
  • Confirm that recent payments were credited.
  • Identify Community Choice Aggregation generation charges when applicable.
  • Review solar true-up or net-billing information when applicable.
  • Check for new appliances, heating, cooling, electric vehicles, pool equipment, guests, leaks, or changes in occupancy.

Call 1-877-660-6789 and ask the representative to explain each disputed line item. Request a case number and record the explanation provided.

Missing, Late or Misapplied PG&E Payments

Payment complaints can involve an online payment that failed, bank bill-pay sent to the wrong account, an incorrect account number, a returned payment, automatic-payment problems, duplicate payments, or a payment that was made but not posted.

Keep the following:

  • PG&E account number shared only through secure official channels
  • Payment date and amount
  • Bank confirmation or money-order receipt
  • Payment reference number
  • Bank bill-pay address used
  • Screenshot showing the payment status
  • Returned-payment notice
  • Any shutoff notice

If a disconnection date is approaching, call PG&E immediately instead of relying solely on an online message or mailed dispute.

PG&E Payment Arrangements and Financial Assistance

Customers who cannot pay the full bill should contact PG&E before the disconnection date. Depending on eligibility and current program funding, assistance may include:

  • Payment arrangements: Pay the current balance over time or request a later payment date.
  • CARE: Income-qualified monthly gas and electric discounts.
  • FERA: A monthly electric-bill discount for qualifying households.
  • REACH: One-time assistance for eligible customers facing disconnection.
  • LIHEAP: Federal assistance administered through local agencies.
  • Arrearage Management Plan: Possible debt forgiveness for qualifying CARE or FERA customers who make required current payments.
  • Match My Payment: Matching assistance for qualifying customer payments when the program is available.
  • Medical Baseline: Additional energy allotment and outage notifications for qualifying medical needs.
  • Energy Savings Assistance: Qualifying energy-efficiency improvements.
  • Budget Billing: Averages seasonal energy costs into more predictable payments.
  • Self-Identified Vulnerable status: Additional outreach and disconnection protections for qualifying customers whose health or safety could be at risk.

Program amounts, income limits, available funding, documentation requirements, and eligibility rules can change. Applying does not guarantee enrollment or prevent disconnection unless PG&E confirms the applicable protection or arrangement.

Use the official PG&E Financial Assistance page or call 1-877-660-6789.

PG&E Shutoff and Disconnection Notices

Do not ignore a disconnection notice, even when you believe the bill is incorrect or an assistance application is pending.

  1. Call the telephone number printed on the notice or 1-877-660-6789.
  2. Verify the balance and scheduled disconnection date.
  3. Explain any disputed charges or missing payments.
  4. Ask whether a payment arrangement is available.
  5. Ask about CARE, FERA, REACH, LIHEAP, AMP, Medical Baseline, or vulnerable-customer protections.
  6. Request a case number.
  7. Confirm in writing or through My Account whether the shutoff has been paused.

A payment arrangement or assistance application should not be assumed to stop a shutoff until PG&E confirms the account status.

PG&E Medical Baseline Program

Medical Baseline can provide an additional monthly energy allotment for qualifying residential customers who depend on certain medical equipment or have qualifying heating or cooling needs.

The program may also provide additional PSPS notifications. A medical practitioner generally must certify the qualifying need, subject to current program rules.

Medical Baseline:

  • Does not provide free electricity or gas
  • Does not guarantee uninterrupted power
  • Does not automatically erase past-due balances
  • Does not replace an emergency backup plan
  • Does not prevent disconnection if required payments are not made and no other protection applies

Do not post medical certification forms, diagnoses, equipment details tied to your address, physician information, or account numbers in a public review.

Start, Stop or Transfer PG&E Service

Residential customers can generally start, stop, or transfer service through PG&E My Account or by calling 1-877-660-6789.

Have the following ready:

  • Current telephone number and email address
  • Account number when available
  • Current and new service addresses
  • Move-in or move-out date
  • ZIP code
  • Identity-verification information
  • Safe access to the meter

Solar customers may need to call 1-877-743-4112 to start or transfer service. Newly constructed homes, prior credit problems, and certain specialized accounts may also require a representative.

PG&E Solar Customer Service

Call the Solar Customer Service Center at 1-877-743-4112 for questions involving:

  • Starting or transferring solar service
  • Net Energy Metering or Solar Billing Plan questions
  • True-up statements
  • Solar rate plans
  • Interconnection status
  • Permission to operate
  • Meter upgrades
  • Solar usage and export information
  • Battery-storage interconnection

PG&E is not necessarily the solar installer, equipment manufacturer, financing company, or warranty provider. Installation defects, roof damage, inverter warranties, financing contracts, and sales promises may need to be addressed with the solar company responsible.

PG&E Business, Agricultural and Construction Support

Before calling, have the account number, meter number, service address, project number, application information, contractor information, and requested service date ready.

PG&E Claims for Property Damage or Food Spoilage

A customer who believes PG&E caused a covered loss can submit a claim. A claim is separate from a billing complaint, CPUC utility complaint, automatic outage bill credit, insurance claim, or lawsuit.

Potential claims may involve:

  • Property damage
  • Appliance or equipment damage
  • Food spoilage
  • Vehicle or landscaping damage
  • Business losses
  • Damage allegedly caused by PG&E work, equipment, or an outage

How to File a PG&E Claim

  1. Visit the official PG&E Claims page.
  2. Complete the online claim form or use one approved alternative method.
  3. Include the incident date, location, description, and amount requested.
  4. Attach photographs, receipts, repair estimates, invoices, ownership records, and an itemized food-spoilage list when applicable.
  5. Keep copies of everything submitted.
  6. Save the claim number.

Do not submit duplicate online and paper claims for the same incident unless PG&E instructs you to do so. Call the claims assistance line at 1-415-973-4548 if you have trouble with the online form.

Submitting a claim does not guarantee payment. PG&E evaluates the facts, cause, legal responsibility, supporting records, depreciation, and applicable laws and policies.

PG&E Outage Bill Credits

Certain eligible residential customers may automatically receive a Storm Inconvenience Bill Credit after a qualifying storm-related outage lasting more than 48 consecutive hours.

Current credit levels are generally based on outage duration:

  • 48–72 hours: $25
  • 72–96 hours: $50
  • 96–120 hours: $75
  • 120 hours or longer: $100

Eligibility exclusions apply. For example, an outage caused by a Public Safety Power Shutoff, wildfire, earthquake, blocked access, customer-owned equipment, or other excluded condition may not qualify.

An automatic bill credit does not prevent a customer from separately submitting a claim. A bill credit also does not guarantee that a damage claim will be approved.

Community Choice Aggregation Charges on a PG&E Bill

Some customers receive electricity generation through a Community Choice Aggregator while PG&E continues to deliver electricity, maintain lines, read the meter, respond to outages, and issue the combined bill.

A CCA-related bill may show:

  • PG&E electric-delivery charges
  • CCA electric-generation charges
  • PG&E gas charges when applicable
  • Credits or adjustments designed to separate generation and delivery costs

Contact PG&E for delivery, meter, outage, and PG&E billing questions. Contact the named CCA for its generation rate, enrollment, opt-out, renewable-content, or CCA-specific charges.

PG&E Scam and Impostor Warnings

Scammers may impersonate PG&E through telephone calls, texts, emails, fake websites, QR codes, search advertisements, or door-to-door visits.

Common warning signs include:

  • A threat to disconnect service within minutes
  • A demand for gift cards, cryptocurrency, wire transfer, or prepaid debit cards
  • A request for financial information over the telephone
  • A caller ID that appears to show a legitimate PG&E number
  • A fake payment link
  • A request for remote access to a computer or phone
  • An unexpected request for a password or verification code
  • A person attempting to enter a property without verifiable identification

PG&E states that it will not ask for customers’ financial information over the telephone.

Hang up and contact PG&E through a verified number from PGE.com or the current bill. Call 9-1-1 if an in-person visitor threatens you or creates an immediate danger.

How to Escalate a PG&E Complaint

  1. Contact the correct PG&E department. Use emergency, outage, residential, business, solar, building, claims, or scam support as appropriate.
  2. Request a case number. Record the date, time, representative, department, and promised action.
  3. Ask for supervisor review. Explain what remains unresolved and the exact correction or action requested.
  4. Save supporting evidence. Keep bills, payment confirmations, outage records, photographs, notices, account messages, claim records, and call notes.
  5. Submit a written claim when seeking compensation. A customer-service complaint alone may not open a damage claim.
  6. Contact the California Public Utilities Commission. If PG&E cannot resolve a regulated billing or service dispute, file an informal CPUC complaint.

California Public Utilities Commission Consumer Complaint

  • CPUC Consumer Affairs Branch: 1-800-649-7570
  • Hours: Monday–Friday, 8:30 a.m.–4:30 p.m.
  • Online complaint: File a CPUC utility complaint
  • Mail: California Public Utilities Commission, Consumer Affairs Branch, 505 Van Ness Avenue, San Francisco, CA 94102-3298

The CPUC recommends first giving the utility an opportunity to resolve the problem. Prepare a clear timeline, PG&E’s response, disputed bills, payment records, service notices, case numbers, and the specific resolution requested.

A CPUC complaint and a PG&E property-damage claim are different processes. The CPUC complaint process is generally used for regulated utility billing and service disputes.

PG&E Corporate Office and Company Structure

Pacific Gas and Electric Company is the regulated gas and electric utility. It is a subsidiary of PG&E Corporation, a holding company based in Oakland, California.

  • Utility: Pacific Gas and Electric Company
  • Parent holding company: PG&E Corporation
  • Principal executive-office address: 300 Lakeside Drive, Oakland, CA 94612
  • PG&E Corporation corporate number: 1-415-973-1000
  • Pacific Gas and Electric Company corporate number: 1-415-973-7000
  • Residential customer service: 1-877-660-6789

The Oakland corporate numbers are not preferred first contacts for ordinary bills, payments, outages, solar applications, service transfers, claims, or emergency reports. The corporate office is also not a walk-in payment center or claims-processing address.

Use the payment, mailing, claims, or service address printed on the current PG&E bill, official form, or account instructions. Do not mail payments or claim documents to the corporate headquarters unless PG&E specifically directs you to do so.

PG&E Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows PG&E with 0 out of 5 stars based on zero reviews.

No PG&E customer reviews have been submitted to this page. There are therefore no visible CSN review dates, positive themes, complaint themes, billing outcomes, outage experiences, payment-assistance results, claims decisions, or customer-service response patterns to summarize.

The 0 out of 5 display reflects the absence of submitted reviews. It should not be interpreted as an actual zero-star rating assigned by customers.

PG&E Customer Service Frequently Asked Questions

What is PG&E’s customer service phone number?

Residential customers can call 1-877-660-6789.

What are PG&E customer service hours?

Staffed residential support is currently available Monday–Friday, 7:00 a.m.–7:00 p.m., and Saturday, 8:00 a.m.–5:00 p.m. Pacific Time. Sundays, holidays, and after-hours access are for emergencies and automated service.

Does PG&E have 24-hour customer service?

PG&E provides 24-hour emergency, outage, and automated telephone access. General live-agent billing and account service follows the published weekday and Saturday hours.

What number do I call for a gas leak?

Leave the area and call 9-1-1. Then call PG&E at 1-800-743-5000 or 1-877-660-6789.

What number do I call for a PG&E power outage?

Call 1-800-743-5002 or use the PG&E Outage Center.

How do I report a downed power line?

Stay away, call 9-1-1, and then call PG&E at 1-800-743-5000.

What is the PG&E Spanish customer service number?

Spanish-language customer service is available at 1-800-660-6789.

What is PG&E’s business customer service number?

Business customers can call 1-800-468-4743.

What is PG&E’s solar customer service number?

Solar customers can call 1-877-743-4112.

How do I get help paying my PG&E bill?

Call 1-877-660-6789 and review current payment arrangements, CARE, FERA, REACH, LIHEAP, AMP, Medical Baseline, Match My Payment, and other assistance options.

Does Medical Baseline prevent an outage or shutoff?

No. Medical Baseline can provide an additional energy allotment and added notifications, but it does not guarantee uninterrupted power or eliminate the obligation to pay the bill.

How do I file a damage claim against PG&E?

Use PG&E’s official online claims form and submit documentation such as receipts, repair estimates, photographs, invoices, and itemized food-spoilage records. Call 1-415-973-4548 for help using the claim system.

How do I file a complaint with the CPUC?

First contact PG&E and request a case number. If the dispute remains unresolved, call the CPUC Consumer Affairs Branch at 1-800-649-7570 or submit an online utility complaint.

How do I report a fake PG&E call?

Call PG&E’s scam hotline at 1-833-500-7226. Suspicious emails can be forwarded to ScamReporting@pge.com.

Where is PG&E headquartered?

PG&E Corporation and Pacific Gas and Electric Company identify their principal executive offices at 300 Lakeside Drive, Oakland, CA 94612.

Is 77 Beale Street still PG&E’s corporate headquarters?

77 Beale Street was historically associated with PG&E in San Francisco. Current corporate filings identify 300 Lakeside Drive in Oakland as the principal executive-office address.

Compare PG&E With Other California Utilities

California utility service territories are regulated, so most customers cannot simply choose among every major utility. Customers researching regional utility support may also find this page useful:

Customers served by a municipal utility or Community Choice Aggregator should contact that organization for issues it controls. PG&E may still handle delivery, gas service, meters, wires, outages, and the combined bill.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate company-support information and share customer-service experiences since 2004.

We are an independent consumer-help website and are not owned or operated by Pacific Gas and Electric Company, PG&E Corporation, the California Public Utilities Commission, a Community Choice Aggregator, assistance agency, payment processor, solar company, contractor, insurer, or government office.

Our goal is to help readers distinguish emergency response from ordinary customer service, locate legitimate support routes, prepare useful complaints, avoid utility scams, protect sensitive account information, and report whether an issue was resolved.

Share Your PG&E Customer Service Experience

Have you contacted PG&E about a bill, payment, outage, gas emergency, service transfer, shutoff notice, financial-assistance application, solar account, meter issue, PSPS event, property-damage claim, scam, or CPUC complaint?

Leave a review below and explain:

  • The general type of PG&E issue
  • Which support department you contacted
  • Whether PG&E created a case number
  • How long the response took
  • Whether a supervisor reviewed the problem
  • What explanation or resolution was offered
  • Whether the issue was resolved

Privacy warning: Do not publish PG&E account numbers, meter numbers, service addresses, shutoff notices, Social Security numbers, taxpayer-identification numbers, bank or payment information, Medical Baseline forms, diagnoses, financial-assistance documents, claim numbers, solar-interconnection numbers, login information, verification codes, private employee information, or photographs containing bills, addresses, identification, meter labels, or other sensitive data.

Page Update Note

This PG&E customer service page was updated on July 22, 2026, to verify residential and specialty telephone numbers, correct customer-service hours, add emergency gas-leak and downed-line instructions, remove unsupported general email and live-chat claims, update PG&E’s headquarters from San Francisco to Oakland, add outage, billing, financial-assistance, Medical Baseline, solar, claims, scam, and CPUC complaint guidance, and confirm that the live CustomerServiceNumbers.com page currently has no reviews.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Pacific Gas and Electric Company, PG&E Corporation, the California Public Utilities Commission, any Community Choice Aggregator, payment processor, assistance agency, solar installer, contractor, insurer, medical provider, emergency service, or government agency.

This page is provided for informational, complaint, and review purposes only. CustomerServiceNumbers.com cannot report emergencies, restore utility service, correct bills, stop disconnection, approve financial assistance, enroll customers in Medical Baseline, process claims, investigate scams, resolve CPUC complaints, or access PG&E accounts.

Telephone numbers, support hours, corporate addresses, utility rates, assistance benefits, income limits, payment arrangements, disconnection protections, outage programs, solar rules, claims procedures, CPUC processes, and emergency instructions can change. Confirm important information directly through PG&E, the CPUC, your current bill, official account, assistance agency, emergency service, or applicable program before taking action.

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