PG&E's main customer service phone number and what it covers

Pacific Gas and Electric (PG&E) operates a single customer service line for most account questions: 1-800-743-5000. This number handles billing inquiries, service requests, account changes, and general questions about your electric or gas bill. The line is available Monday through Friday, 7 a.m. to 7 p.m. Pacific time, and Saturday 8 a.m. to 5 p.m. Pacific time. Wait times vary by time of day and season, with longer waits typically during business hours and in winter months when heating-related calls increase.

When you call, you will hear an automated menu that routes you based on your reason for calling. You can select options for billing questions, service interruptions, account management, or other concerns. If you know your account number before calling, the system can pull up your information faster. Your account number appears on your bill and in the top right corner of most PG&E statements.

Key Takeaways

  • PG&E's main customer service number is 1-800-743-5000, available Monday through Friday 7 a.m. to 7 p.m. and Saturday 8 a.m. to 5 p.m. Pacific time.
  • For gas leaks or electrical emergencies, call 1-800-743-5000 when ready and select the emergency option, or call 911 if you smell gas or see downed power lines.
  • You can report outages, check outage status, and request service online at pge.com or through the PG&E mobile app without waiting on hold.
  • PG&E offers a TTY line at 1-800-652-4712 for customers who are deaf or hard of hearing.
  • Spanish-language support is available by pressing the appropriate option after calling the main number.

Emergency numbers for gas leaks and power outages

If you smell gas, see a downed power line, or suspect a gas leak, call 1-800-743-5000 and when ready select the emergency option from the automated menu. Do not use your phone near the suspected leak. If you are in when ready danger or cannot reach PG&E, call 911. Evacuate the area if you smell gas strongly or see sparks near electrical equipment.

For power outages, you do not need to call. PG&E's system automatically detects most outages within minutes. You can check the status of an outage in your area by visiting pge.com, using the PG&E mobile app, or texting OUT to 69866. These options are faster than calling and do not require you to wait on hold. The outage map shows estimated restoration times and the number of customers affected.

Reaching PG&E for billing and account questions

Billing questions, payment arrangements, and account changes go through the main customer service line at 1-800-743-5000. Common reasons to call include disputing a charge, setting up a payment plan, requesting a copy of an old bill, changing your service address, or updating your contact information. Have your account number ready, as it speeds up the process.

If you are having trouble paying your bill, PG&E offers payment plans and hardship programs. You can discuss these options with a representative on the phone, or you can explore them online at pge.com under "Billing and Payment." Some customers may be directed to community action agencies or non-profit organizations that information with utility bills.

Online and app alternatives to calling

PG&E's website at pge.com and mobile app let you handle many tasks without calling. You can pay your bill, view your account balance, report an outage, check outage status, start a service request, view your usage history, and update your contact details. The app is available for iOS and Android devices and sends push notifications for outages and billing alerts.

For customers who prefer not to use the phone or app, you can also mail a check to the address on your bill or pay in person at authorized payment locations. PG&E's website lists payment centers in your area. Online payment typically posts within one business day, while mailed payments take longer depending on postal delivery time.

Special phone lines for accessibility and language support

PG&E provides a TTY (text telephone) line at 1-800-652-4712 for customers who are deaf or hard of hearing. This line operates during the same hours as the main customer service line. Relay services are also available through California Relay Service by dialing 711.

Spanish-language support is available by selecting the Spanish option after calling 1-800-743-5000. Representatives who speak Spanish are available during regular customer service hours. If you need support in another language, ask the representative about interpreter services, which PG&E provides at no cost.

What to expect when you call and how to reduce wait times

When you call PG&E, the automated system will ask you to select your reason for calling. Have your account number, the phone number associated with your account, or your service address ready. The system uses this information to route you to the right department and pull up your account details before you speak to a representative.

Wait times are shortest early in the morning, late in the afternoon, and on weekdays outside of peak billing periods. Calling on Tuesday through Thursday between 10 a.m. and 2 p.m. Pacific time typically results in shorter waits than calling on Monday or Friday. If you reach a long queue, you can hang up and try again later, or use the online options listed above to handle your issue without waiting.

Frequently Asked Questions

What if I cannot reach a person and need to speak to someone?

The automated system at 1-800-743-5000 will eventually connect you to a representative if you stay on the line. If you are having trouble navigating the menu, you can say "representative" or "operator" at any prompt, though this may add to your wait time. Calling during off-peak hours reduces wait times significantly.

Can I pay my PG&E bill over the phone?

Yes. When you call 1-800-743-5000 and select the billing option, a representative can take a payment by debit card or bank account. You can also pay online at pge.com, through the mobile app, or by mail. Online and app payments are processed faster and do not require you to wait on hold.

What should I do if I think my bill is wrong?

Call 1-800-743-5000 and explain the issue to the representative. Have your bill in front of you and be ready to describe what seems incorrect. PG&E will review your account and usage history. If an error is found, they will issue a credit. If you disagree with the result, you can request a formal dispute process.

Is there a number for reporting a downed power line?

Yes, call 1-800-743-5000 and select the emergency option. Do not touch or approach a downed line. If the line is in the street or near a building, call 911 as well. PG&E will dispatch a crew to find the area and repair the line.

How do I report a gas smell or suspected leak?

Call 1-800-743-5000 when ready and select the emergency option, or call 911. Leave the area and do not use any electrical switches, phones, or ignition sources. Do not re-enter the building until PG&E or emergency responders tell you it is safe.