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ComEd Taking Steps to Lift Up Our Communities During Coronavirus Pandemic

At ComEd, safety is our top priority. We are committed to keeping our customers informed of changes as we monitor Coronavirus (COVID-19) and its evolving impacts. Our highest priority at ComEd remains the safety of our employees, our communities, and our customers. We are committed to performing our critical role, delivering safe and reliable energy to our customers in the communities we serve, while ensuring that we are keeping public health and safety at the top of our minds.  

To ensure the safety of our customers and employees, we are following the guidance of the Centers for Disease Control (CDC), eliminating all non-essential travel, following all travel restrictions, and limiting the size of internal and external meetings and gatherings. We are also ensuring our essential employees who regularly interact with customers have the appropriate equipment to perform their jobs safely.

How will COVID-19 impact my electric service? 

We are committed to performing our critical role, delivering safe and reliable energy to our customers in the communities we serve. We have robust plans to ensure continued electric service for our customers and do not foresee any issues meeting our customers’ needs. ComEd has activated an enterprise-wide incident response team and is vigilantly monitoring the Centers for Disease Control and Prevention and World Health Organization for updates related to the virus. The company is committed to continue addressing customer service needs and does not expect any disruption in electric service due to the public health crisis. 

Also due to COVID-19, ComEd has voluntarily implemented a moratorium on service disconnections for non-payment, effective immediately. This suspension will apply to both residential and commercial customers and will remain in effect at least until June 1st. To further support customers who may be impacted by the pandemic, we will offer our most flexible pay plans to customers who indicate either an impact or hardship as a result of COVID-19.

How will COVID-19 impact other ComEd services? 

At this time, ComEd will continue to respond to customers’ requests including providing services without accessing customer homes and businesses in many cases. Where accessing a building is necessary, our field employees will take appropriate safety actions, such as wearing masks and/or gloves to perform their jobs. 

There are three simple ways to stay connected. For electric emergencies contact 1-800-334-7661, our Customer Care team is available 24/7. Our Customer Care team is also available by phone from 7 a.m. to 7 p.m., Monday through Friday to help customers with payment arrangements and credit issues at 1-800-334-7661.   

We encourage customers to conduct regular business with ComEd 24/7 using ComEd.com or the ComEd Mobile App.  

With our website, it's easy to: 

With the ComEd mobile app, customers can view and pay their bill, report electric outages, and register for alerts. For more information, visit ComEd.com/App.

What should customers do if they are challenged to pay their bill?

  • ComEd offers payment options such as budget billing, which averages payments out over a 12-month period to help customers manage their monthly energy bill. Also flexible payment arrangements including individually tailored payment installment plans.
  • Customers who may be challenged to pay their ComEd bill should contact ComEd as soon as possible at 1-800-334-7661 or go to ComEd.com where you will find a number of programs for energy assistance.
  • Customers may also register for My Account, a web-based interactive tool that provides customers with a detailed analysis of their specific energy use and offers ways to save money and energy.
  • We are taking steps to expand awareness of the programs in place to help customers through temporary or extended financial hardship.
  • Start, stop or move service at ComEd.com/Moving
  • Customers can learn more about energy assistance options and apply for these programs by visiting ComEd.com/Care

What else are you doing to ensure customer safety?

In addition to encouraging customers to utilize the digital tools that are available through ComEd.com and the Mobile App, we are taking all precautions to ensure that our employees, contractors and customers are protected when there is a need to perform work at homes or businesses Learn more about how we're practicing social distancing.

Occasionally, ComEd employees and contractors require access to the interiors of customers’ homes and businesses to access equipment such as indoor electric meters. All employees are being educated on the signs and symptoms of the COVID-19, and any employee who may have symptoms will be evaluated by a medical professional and self-quarantined as a precaution for their health and the health of others. It may be necessary for employees to wear facemasks and gloves while working in a location, as a precaution to protect themselves and customers. 

We will always contact you in advance of work being performed at your property, except in the case of electric emergencies requiring immediate access where you will be contacted on-site.  When contacted, please share any health concerns with our representative so we can ensure you get the service and care you need.

What other safety tips can you provide during this time?

The World Health Organization WHO has warned that scammers are taking advantage of the COVID-19 outbreak to send phishing emails, texts and social media posts. Be on the lookout for these scams asking for personal information or selling phony products and never click on malicious links or attachments. For the most up-to-date facts, visit the CDC or WHO.

In addition, imposters posing as ComEd employees may use COVID-19 as an excuse to take advantage of individuals and small businesses. These scammers may call or show up at customer homes demanding immediate payment to avoid service shutoff. Be on the lookout for scammers demanding payment or asking for personal information. For tips on identifying energy-related scams, visit ComEd.com/ScamAlert.

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