APCO - FAQs: Communicating With APCO APCO - FAQs: Communicating With APCO
logo
HomeYour AccountOutages & ProblemsService RequestsSafetySave Money & EnergyEnvironmentNews & InformationContact Us (Cont√°ctenos)
Communicating With Us
Home
Outages & Problems / Outage FAQ / FAQs: Communicating With APCO
Frequently Asked Questions

Should I call Appalachian Power?
In the immediate aftermath of a major storm, we ask that you call only to report safety hazards such as downed power lines or equipment that is sparking. During major storms, our telephone lines can become overloaded with customer calls. In these situations, we are aware of major damage to long-distance transmission lines and distribution circuits.

Why can't I talk directly with a customer services representative?
During major outages, it is unlikely that you will speak directly with a center representative, due to the high volume of calls associated with a major outage. However, our telephone technologies will allow you to leave information about your outage. In addition, our communications systems give priority to outage calls dealing with safety concerns -- such as downed power lines - so that they receive service as quickly as possible.

Why can't an agent tell me when my power will be restored?
It is impossible to accurately predict restorations of specific circuits serving particular residences because of the many challenges that restoration workers face. Appalachian Power provides updates approximately every four hours to the local news media so that they can report the status of the overall restoration effort. This information is included on the home page of this site during major storms.

What is my best source of information on the restoration effort?
Appalachian Power works hard to update the local news media on the overall progress of restoration efforts affecting the area. Appalachian Power issues informational releases to the news media regarding restoration progress at least three times a day during major power outages. Listening to the radio, or checking this web site via battery-operated web devices are the best ways for you to be informed of storm restoration progress. Be sure to have an emergency kit, equipped with a battery-operated radio and fresh batteries, so you're ready in case of a major power outage. Read more information about emergency kits.

Report An Outage Report an Outage
We continually monitor all inquiries we receive on this site.
Visit AEP.com | View mobile site
Use of this site constitutes acceptance of the AEP Terms and Conditions. View our Privacy Policy. © 1996-2014 American Electric Power. All Rights Reserved.
Try Paperless Billing Now

You already go online to do business with Appalachian Power. Try paperless billing and you can:

  • Your Nest thermostat is waiting! Enroll in paperless today to be in the sweepstakes!
  • Pay your bills online for free
  • Help the environment by using less paper
  • Enjoy convenience -- get online access to all of your bills

Thank you. You are signed up for paperless billing and will receive your bill notification via e-mail.

We're sorry. There was an error enrolling your account in paperless billing. For more information, contact the Customer Operations Center at (800) 956-4237.
In addition to your web password, this account has a privacy Security Code. The Security Code is a password you verbally requested with an agent for your electric account. Beginning January 7th the Security Code will be required to login. Please call our Customer Operations Center at (800) 956-4237 to verify or change your Security Code.