Appalachian Power's main customer service number is 1-800-955-6777

That number connects you to Appalachian Power Company's customer service team, which handles billing questions, service requests, outages, and account changes. The line is available Monday through Friday, 8 a.m. to 5 p.m. Eastern time. If you call outside those hours, an automated system will take your information and route it to the next available representative.

Appalachian Power serves parts of West Virginia, Virginia, and Kentucky. The company is a subsidiary of American Electric Power (AEP), one of the largest electricity providers in the United States. Knowing which number to call and what information to have ready can speed up your interaction, whether you're reporting an outage, asking about your bill, or requesting a service change.

Key Takeaways

  • Call 1-800-955-6777 during business hours (Monday–Friday, 8 a.m.–5 p.m. Eastern) for billing, service requests, and account questions.
  • For outages and emergencies, use the same number; the automated system will route you to the appropriate department even outside business hours.
  • Have your account number or the phone number associated with your account ready before you call to speed up the process.
  • Appalachian Power also offers online account management and outage reporting through its website if you prefer not to call.

What to have ready before you call

Appalachian Power's representatives can find your account faster if you provide your account number, which appears on your bill. If you don't have that number handy, the phone number associated with your service address works as a backup. Having either one ready means you won't be transferred between departments or put on hold while they search for your information.

If you're calling about an outage, have your service address ready instead. The representative will ask which streets are affected and whether your neighbors' power is also out, so they can determine whether the outage is widespread or isolated to your property.

Reporting an outage by phone

When you call 1-800-955-6777 to report an outage, the automated system will ask for your phone number or account number and will tell you whether an outage has already been reported in your area. If one has, you'll see an estimated restoration time. If no outage is on record, the system will log your report and dispatch a crew if needed.

During major storms or widespread outages, the phone lines can be busy. The automated system is designed to handle high call volume, so you may not reach a live representative when ready. You can also report outages through the Appalachian Power website or mobile app, which often have shorter wait times during peak periods.

Other ways to contact Appalachian Power

Beyond the main customer service line, Appalachian Power offers multiple contact methods. You can report outages, check your account balance, and make payments through the company's website at appalachianpower.com. The website also has a live chat feature during business hours if you prefer not to call.

The Appalachian Power mobile app allows you to report outages, view your bill, and manage your account from your phone. Some customers find the app faster than calling, especially during peak hours. If you have a complex billing dispute or need to discuss a service issue in detail, a phone call to a live representative is usually more effective than online options.

Billing and payment questions

When you call about your bill, have the bill itself in front of you. The representative can explain charges, discuss payment plans if you're behind, and answer questions about rate changes or seasonal adjustments. Appalachian Power bills include a breakdown of charges, but the reasons behind increases aren't always obvious on paper.

If you're having trouble paying your bill, ask about budget billing or payment arrangements. Appalachian Power offers programs that can spread your costs more evenly across the year or allow you to pay over time. These options are available by phone, and representatives can walk you through the process during your call.

Service requests and account changes

To request a new service connection, disconnect your service, or change the name on your account, call the main customer service line. These requests typically take several business days to process. For a new connection, Appalachian Power will need your service address, the date you want service to start, and information about the property (whether it's residential or commercial, for example).

If you're moving and need to disconnect service, call at least a few days before your move-out date. The company will schedule a final meter reading and close your account. You can also request this online, but calling ensures your request is logged when ready and reduces the chance of being billed after you've left.

Frequently Asked Questions

What should I do if I can't reach anyone by phone?

Try the Appalachian Power website or mobile app first—both handle many requests without a phone call. If you need to speak to someone and the phone lines are busy, call back during off-peak hours (early morning or late afternoon) or try the next business day. For outages specifically, the automated system will log your report even if you don't reach a live representative.

Does Appalachian Power have a number for billing disputes?

Use the main customer service number (1-800-955-6777) for billing disputes. When you call, tell the representative you want to dispute a charge. They can review your account history and explain the charge or escalate the issue if needed. Keep copies of your bills and any correspondence in case the dispute takes more than one call to resolve.

Can I pay my bill over the phone?

Yes. When you call customer service, you can make a one-time payment by phone using a debit card or bank account. The representative will walk you through the process. You can also pay online or through the mobile app without calling, which is often faster.

What if my power goes out at night or on a weekend?

Call 1-800-955-6777 anytime. The automated system operates 24/7 and will log your outage report. During nights and weekends, you won't reach a live representative, but the system will record your information and route it to the appropriate crew. For widespread outages, check the website or app first—they often show estimated restoration times faster than calling.

Is there a different number for business accounts?

Use the same main number (1-800-955-6777) for business accounts. When you call, let the representative know your account is commercial, and they'll route you to the business services team if needed. Some businesses have dedicated account managers; if yours does, that information will be on your bill.