Start, stop or transfer service

 Note: If you're a solar customer, you will not be able to start service online. Call 1-877-743-4112 to start service.

New or former PG&E customer

1. Go to Start Service.
2. Select "New to PG&E".
3. Enter your name and identification.
4. Enter your new service address.
5. Pick a start date that falls within 60 days.
6. Select your electric rate plan.
7. Provide your contact information.
8. Review your information and submit your request.

Current PG&E customer adding another service address

1. Sign into your online account.
2. Select "Add Another Address".
3. Enter your new service address.
4. Pick a start date that falls within 60 days.
5. Select your electric rate plan.
6. Provide your contact information.
7. Choose whether to sign up for recurring payments.
8. Review your information and submit your request.

Are you a current customer without an online account?

Create an account

You’ll need:

• The account number on your PG&E energy statement
• Your phone number or the last four digits of your Social Security number

Create an online account

Sign in without an online account using one-time access

To sign in using one-time access, you’ll need:

• The account holder’s last name
• The service address ZIP code
• The last four digits of the account holder’s Social Security number

Sign in with one-time access

Have an online account?

1. Sign in with your username and password.
2. Select "Stop Service" from the "Start or Stop Service" page.
3. Answer the question about gas appliances
4. Select the date to stop your service.
5. Review your information and submit your request.

Sign in

Don’t have an online account?

1. Sign in without an online account using one-time access. This requires:
   1. Your last name
   2. Your service address ZIP code
   3. The last four digits of your Social Security number
2. After signing in, select "Edit Profile & Alerts".
3. Go to "Account Services" under the "Profile" section.
4. To see the status of your services, scroll to "Gas and electric service information".
5. No further action is needed if you see either of the following statuses: 
   • PENDING_STOP
   • STOPPED

Sign in using one-time access

Check the status of your request

You can review the status of your services in your account.

• This information is only available when you sign in with a username and password.

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
• Your service has been stopped

 Note: We recommend having your fumigation company submit this service request.

Email the request to stop or start service for fumigation at least two business days in advance. 

Fumigation Gas Turn-Off email request

Stopping service before fumigation

Does the property have a dog, a locked gate or anything that will prevent access to meter? Please ensure access is available on the day of service.

If applicable, include a gate code or other access information in your request.

Starting gas service after fumigation

Once fumigation is complete and it’s safe to re-occupy the building, request an appointment to resume gas service.

Fumigation Gas Turn-On email request

A Notice of Re-entry must be posted at the building by the fumigation company before we arrive for your appointment. You must also provide access to the premises and gas appliances, and report the type of fumigant that was used.

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

• Stop service on your current home and start service on your new home in a single transaction.
• To transfer service: 
  • Sign into your account or 
  • Sign in using one-time access

Sign into your account:

1. After signing in, select "Transfer Service" from the "Start or Stop Service" page.
2. Select when you want to stop your existing service.
3. Enter where you are moving to and what date you want to start service.
4. Select your electric rate plan.
5. Provide your contact information.
6. Choose whether to sign up for recurring payments.
7. Review your information and submit your request.

Sign in

Sign in as a visitor using one-time access:

1. Sign in without an online account using: 
   • Your last name
   • Your service address ZIP code
   • The last four digits of your Social Security number.
2. Follow the prompts to transfer service.

Sign in using one-time access

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.
• Solar customer. You're starting service on a solar rate and your new location has solar already installed.

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

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

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
  

 Note: You will be charged a small transaction fee.

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.

• To do so, 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.

Tip: Schedule both for the same day so there will likely be no service interruption.

To stop service

Sign into your account:

1. After signing in, select "Stop Service" from the "Start or Stop Service" page.
2. Answer the question about gas appliances.
3. Select the date to stop your service.
4. Review your information and submit your request.

Sign in

Sign in using one-time access:

1. Sign in without an online account using: 
   • Your last name
   • Your service address ZIP code
   • The last four digits of your Social Security number.
2. Follow prompts to transfer service.

Sign in using one-time access

To start service

Go to Start Service.

1. Select "New to PG&E".
2. Enter your name and identification.
3. Enter your new service address.
4. Pick a start date that falls within 60 days.
5. Select your electric rate plan.
6. Provide your contact information.
7. Review your information.
8. Submit your request.

• Compare TV, Internet, phone and security providers.
• Find rates, rebates and information all in one place.

Connect your home services

 Note: If you're a solar customer, you will not be able to start service online. Call 1-877-743-4112 to start service.

New or former PG&E customer

1. Go to Start Service.
2. Select "New to PG&E".
3. Enter your name and identification.
4. Enter your new service address.
5. Pick a start date that falls within 60 days.
6. Select your electric rate plan.
7. Provide your contact information.
8. Review your information and submit your request.

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

Are you a current customer adding another business location to your PG&E account?

Customers may add an address by following these steps:

1. Sign into your online account.
2. Under "Service Requests", select "Add an address".
3. Enter your new service address.
4. Pick a start date that falls within 60 days.
5. Select your electric rate plan.
6. Review available account management programs.
7. Review your information and submit your request.

 Note: Check your inbox for a confirmation email. It contains more service details.

Sign in

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

1. Have your account number, phone number and email address ready.
2. Confirm your email address.
3. Create your password.
4. You're ready to use your online account.

Create a PG&E online account

Sign in without an online account using one-time access

You'll need:

1. The account holder's last name
2. The service address ZIP code
3. The last four digits of the account holder's Tax Identification Number 

Sign in with one-time access

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

 Note: We recommend having your fumigation company submit this service request.

Email the request to stop or start service for fumigation at least two business days in advance. 

Fumigation Gas Turn-Off email request

Stopping service before fumigation

Does the property have a dog, a locked gate or anything that will prevent access to meter? Please ensure access is available on the day of service.

If applicable, include a gate code or other access information in your request.

Starting gas service after fumigation

Once fumigation is complete and it’s safe to re-occupy the building, request an appointment to resume gas service.

Fumigation Gas Turn-On email request

A Notice of Re-entry must be posted at the building by the fumigation company before we arrive for your appointment. You must also provide access to the premises and gas appliances, and report the type of fumigant that was used.

Are you moving to a new location within our service area?

To transfer PG&E service:

• Stop your existing service
• Add your new address via your online account

Sign into your online account:

Continue with the Stop Service option as part of the Service Request section on your dashboard.

1. Follow the steps to stop service.
   
2. Submit your request to stop service.
3. Select Moving? Add new address.
   

Sign in

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

1. Have your account number, phone number, and email address ready.
2. Confirm your email address.
3. Create your password
4. You're ready to use your online account.

Create a PG&E online account

Sign in as a visitor using one-time access:

1. Sign in without an online account using:
   1. Your last name
   2. Your service address ZIP code
   3. The last four digits of your Taxpayer Identification Number
2. Follow prompts to transfer service.

Sign in using one-time access 

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.
• Solar customer. Your new location has solar already installed and you want to start service on a solar rate.
• Other rates. You want to start electric service on 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.

We offer two types of business rate plans under Time-Varying Pricing:

1. Time-of-use (TOU) rate plans

• TOUs help you save money based on when your business uses energy.
• TOUs offer lower rates when energy demand is low. 
  • Rates increase when energy demand is high.

Review Time-of-Use rate plans

2. Peak Day Pricing

• An optional rate that adds a surcharge to the TOU rate on a handful of Event Days each year
• Receive credits for reducing energy usage during the nine to 15 Event Days during the summer
  • June through September
  • Typically between 4-9 p.m 

Review if Peak Day Pricing is right for your business
 

 Note: Find more information about different rate plan options at PG&E's Tariffs.

A 'Your Projects' account will allow you to submit requests to PG&E to:

• Receive energy
• Generate energy
• Request a change to your existing services

Log into your account to:

• Check the status and progress of your requests
• Take follow-up actions when needed
  

Visit Your Projects

Service requests require at least two business days

Service requests require at least two business days, excluding weekends and holidays.

• If you require immediate service or service within 48 hours, call PG&E Customer Service at 1-800-468-4743.

Sign into your online account to: 

• Start or stop service
• Update your mailing address or phone number

Requests are processed within one business day of receipt.

 Note: You will receive a confirmation statement by email to verify we have received your form. Make sure your contact information is current.

Disconnected due to nonpayment

If your service has been disconnected due to non-payment, call PG&E Customer Service at 1-800-468-4743.

• You may not restart service online due to non-payment.

Find out how your business can benefit from using a single point of contact to handle solution and provider sourcing, order processing and post-sales support.

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.

If you want to spread payment of your deposit over several months:

• Schedule a payment arrangement online.
• Call our Customer Service Center at 1-800-468-4743 to make a payment arrangement.

Eligibility

To be eligible for the In Lieu of Deposit program, 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.

 Note: If a recurring payment fails or the monthly balance is not paid in full, the deposit will be reapplied to your account. This also occurs if your account is unenrolled from recurring payments or paperless billing.

All commercial rates are eligible.

Waive the security deposit

If you’d like to have your deposit waived through the In Lieu of Deposit program, complete these steps in order.

1. Register or sign in to your PG&E online account.
2. Enroll in paperless billing.
3. If you have been billed for energy charges, make a one-time payment through your online account: 
   • Sign in
   • Select Make a Payment
   • Enter your bank account information. 
   • Pay your full energy charges only. Do not pay the deposit amount listed on your bill.
4. Set up recurring payments 
   • Use your checking or savings account only
   • Select Pay full amount due. 
   • Recurring payments by credit or debit card do not satisfy program requirements.
5. If you have a deposit on your first statement, call 1-800-468-4743 to have it waived.

1. Obtain a bond from your insurance company for 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 will request that you mail the original documents to:

Pacific Gas and Electric Company
ATTN: Bond Desk
P. O. Box 8329
Stockton, CA 95208-0010.

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

Contact our Credit Department for the required form.

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.

Customer's who are due a credit should see the credit on their bill within about two months.

If you are 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.