Power of Community - Pedernales Electric Cooperative

FAQS

Getting Started

Contact Us

Help Center PEC Help Center

We want to make sure you find answers to your questions, so we've compiled some of the most frequently asked questions below.

We've also added a Getting Started section to our Residential and Commercial members sections to help you learn more about the self-service features offered in the new PEC Member Portal.

Still can't find what you're looking for? Visit the Contact Us page to find out how to contact our Member Services staff.

Frequently Asked Questions

Need an answer right away? You’re in the right place. In this section, you’ll find answers to the questions we hear most often from our members. Just click the questions to see our answers.

About the PEC Member Portal

About This Website

  • Which web browsers can I use with the PEC website?

    This website is compatible with most current releases of Internet browsers. Visit our Web Browser Recommendations for a list of compatible browsers and links to download browser updates.

    Mac users running Microsoft Internet Explorer may experience technical difficulties, some of which may only be resolved by switching to a different browser (Mozilla Firefox, Google Chrome or Apple Safari).

  • How do I adjust text size on the PEC website?

    There are several ways to adjust text size, depending on your web browser and type of computer. Earlier versions of Microsoft Internet Explorer, including Internet Explorer 6, are not recommended, as their text view/zoom controls are not compatible with the PEC website. To change the size of the text on our website using the browsers we recommend, which are all available to download for free, follow the steps below.

    For Internet Explorer 7 (not available for Macs):
    • Hold Ctrl, press + to make text larger.
    • Hold Ctrl, press – to make text smaller.
    Or:
    • Hold Ctrl, roll mouse scroll wheel forward to make text larger.
    • Hold Ctrl, roll mouse scroll wheel backward to make text smaller.
    Or:
    • Click the Change Zoom Level button (near the bottom right-hand corner of the browser window) or its drop-down arrow to change the size of the entire page, up to 1,000 percent its original size.

    For Mozilla Firefox on a PC:
    • Hold Ctrl, press + to make text larger.
    • Hold Ctrl, press – to make text smaller.
    Or:
    • Hold Ctrl, roll mouse scroll wheel forward to make text larger.
    • Hold Ctrl, roll mouse scroll wheel backward to make text smaller.
    Or:
    • On the menu bar at the top of the page, select View, Zoom, Zoom In/Out.

    For Google Chrome on a PC:
    • Hold Ctrl, press + to make text larger.
    • Hold Ctrl, press – to make text smaller.
    Or:
    • Click the wrench icon on the browser toolbar and select Zoom.

    For Mozilla Firefox on a Mac:
    • Hold Command, press + to make text larger.
    • Hold Command, press – to make text smaller.
    Or:
    • On the menu bar at the top of the page, select View, Zoom, Zoom In/Out.

    For Safari on a Mac:
    • Hold Command, press + to make text larger.
    • Hold Command, press – to make text smaller.
    Or:
    • On the menu bar at the top of the page, select View, Make Text Bigger/Smaller; if using Safari 4, select View, Zoom In/Out.

    For Google Chrome on a Mac:
    • Hold Command, press + to make text larger.
    • Hold Command, press – to make text smaller.
    Or:
    • Click the wrench icon on the browser toolbar and select Zoom.

About Your Service

  • How do I report a power interruption?

    PEC members experiencing service interruptions should call PEC’s toll-free power interruption call answering system at 1-888-883-3379.

    Our high-volume automated system helps PEC relay problems to our staff quickly and effectively and tracks restoration efforts, even during major interruptions. When you call, the system pinpoints the problem based on your PEC account number or the telephone number you have on file with us. If your phone number has changed, make sure to contact us.

    For complete details on what information you may need to provide and a list of safety precautions, visit our Power Interruptions section.

  • What are your rates?

    Complete details about our electric rates, charges for outdoor lighting, and a rate calculator are available on our Rates page.

  • How do I read my meter?

    Most PEC meters are read remotely over our power lines, so you don’t have to send us a monthly meter reading. However, if you would like to track your electric consumption by reading your own meter, select your meter style below:

    Pointer-Style Meters
    Your meter has five dials with numbers from zero to nine. Read the meter from right to left. Read the first dial clockwise. Read the second dial counterclockwise and continue to alternate. If a pointer is between two numbers, record the lower number. If a pointer is directly on a number, check to see whether the pointer on the dial to the right has moved past zero. If the pointer has not moved past zero, record the lower number on the dial being read. Record the numbers from left to right.

    Odometer-Style Meters
    Odometer-style meters are read like a car odometer, from left to right. For more detailed instructions, please call us at 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday.
  • How do your meters work?

    PEC meters use a Two-Way Automatic Communication System (TWACS) module. These modules can receive a command to read the meter from any PEC office or our meter shop in Johnson City. The commands and their responses are sent through the electric line by slightly altering the 60-hertz alternating current signal. The entire process takes only 8 to 10 seconds and doesn’t affect your electric service.

    Diagram of a Two-Way Automatic Communication System

    Should you experience a service interruption, the meter details recorded through TWACS help us track down the problem more promptly. TWACS also lets members take advantage of services like MyUse Energy Analyzer.

    We calibrate your meter to industry standards and thoroughly test it prior to installation.

  • What are PEC's deposit requirements?

    In an effort to reduce uncollectible debt and mitigate financial risk, PEC has adopted a collection plan requiring new applicants and members to pay deposits in certain situations. PEC's Tariff for Electric Service and Business Rules outline deposit requirements and amounts.

  • Why am I required to provide personal identification?

    PEC requires valid identification to prevent member identity theft, frequent reconnections and the abuse of our application process. All new applicants and current members requesting changes to their accounts are required to provide identification. Your security is important to us, and all personal information obtained by the Cooperative will be safely collected, stored and encrypted in our system. To learn more about our identification requirements, read PEC's Business Rules and Tariff for Electric Service.

  • How do I add utility lines at my construction project?

    To learn more about the approval process, fees and the installation of new electric facilities and equipment, read our Line Extension Policy.

  • How can I change the name on my account?

    PEC’s customers are co-op owners, and each account represents a membership with associated assets, such as a membership fee, capital credits allocations and possibly a deposit. Because of these assets, joint memberships may only be held between spouses and memberships may only be transferred due to marriage, divorce, death of spouse or legal name change.

    To request a name change for one of the reasons listed, please submit legal documentation:
    • By fax to (830) 868-4956.
    • By mail to P.O. Box 1, Johnson City, TX 78736.
    • In person at any PEC office.

    If your request is not for one of the reasons listed, you will need to apply for a new account in your name. The fees required include a refundable membership fee for all non-members, a nonrefundable establishment fee for each account and, depending on a credit risk assessment, a refundable deposit.

Account Preferences

  • Where can I find my account number?

    Your account number is printed on your bill, or you may log on to the PEC Member Portal and select “Account Overview” from the menu on the left side of the screen. This screen displays your account number (called the “Contract” number) as well as other important information regarding your account.

  • Can I change my billing address online?

    Yes. Log on to the PEC Member Portal and select the ”Account Preferences” option from the left navigation bar. Click “Edit”, type in the appropriate changes and click ”Save.”

  • Do you have electronic billing options?

    Yes, PEC offers the option to receive notification of billing by email and text message. These options are located in “Account Preferences” within the PEC Member Portal. Select the ”Edit” button and choose your notification option. Please note that by selecting either of these options, you will no longer receive a bill in the mail as outlined in our Terms of Use.

  • Where do I manage my account preferences?

    Manage your account preferences by logging on to the PEC Member Portal and selecting “Account Preferences” from the menu on the left side of the screen. You will be able to:

    • Update your mailing address
    • Select a new billing due date range
    • Subscribe/unsubscribe from Texas Co-op Power magazine
    • Change your account security question and security answer
    • Enroll in paperless billing and select billing notification options — email or text message
    • Update your telephone and fax numbers
    • Update your email address
    • Cancel your PEC Member Portal account
  • May I choose not to receive Texas Co-op Power Magazine?

    Your subscription to the monthly magazine may be managed in the “Account Preferences” section of the PEC Member Portal. Click on “Edit” and deselect the box next to “Texas Co-op Power magazine subscription” to stop receiving the magazine by mail. However, important member service, conservation and Cooperative information is often provided through Texas Co-op Power, so if you do decide to unsubscribe, we encourage you to view it monthly online through our Newsroom. And if you change your mind and would like to have a copy mailed to you monthly, visit the portal to renew your free subscription.

  • Where do I change my email address?

    Click the ”Account Preferences” link in the PEC Member Portal and select “Edit” at the bottom of the web page. Your email address is listed under “Contact Data” and may be changed in that field.

  • How do I change my user ID?

    The user ID you created when registering for access to the PEC Member Portal cannot be changed. However, you may cancel your registration by clicking the ”Account Preferences” link and then clicking the “Cancel Account” button. You may then create a new online account and a new user ID by re-registering. Please note you will not be able to re-use the same user ID after cancelling your registration.

Automatic Debit Authorization

  • How do I sign up for automatic payments online?

    To set up automatic payments with your MasterCard or Visa credit card or by bank draft, log on to the PEC Member Portal and select the “Automatic Debit Authorization” tab in the left navigation bar. Click the ”Grant” button and enter the appropriate details to set up automatic payments using either bank draft or credit card.

  • Can I cancel my automatic payments online?

    Yes. Log on to the PEC Member Portal, select the ”Automatic Debit Authorization” link in the left navigation bar, click the ”Withdraw” button, then click ”Save.”

  • Do you retain my credit card information?

    To comply with Payment Card Industry Security Council standards, PEC does not store your credit card number when you sign up for automatic payments. Instead, PEC stores a reference number plus the last four digits of your credit card number, which is adequate for recurring payments but prevents unauthorized use of your credit card number.

    You are able to update or change your credit card information online in the “Automatic Debit Authorization” section of the PEC Member Portal, or by calling toll-free 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday.

  • Will my automatic payment agreement draft date be affected by billing cycle changes?

    Yes. Automatic payments will be processed on the date your bill is due, so you will need to review your billing statement and determine if the date meets your needs; if necessary, you may request a change to your bill cycle.

Billing & Payments

  • How do I read my bill?

    Our bill format is designed to communicate clearly all relevant information about your electricity use and costs. View the sample bill for more detail.

    Service Dates define the period of electric use your bill is based upon.
    The Beginning Reading and Ending Reading show meter-reading information for this billing period. Meters are read automatically on a daily basis.

    Monthly Service Availability Charge is a fixed minimum charge for being connected to the electric distribution system.

    Delivery Charge ($ per kwh use) accounts for that portion of the costs for delivering electric service recovered through kilowatt hours (kwh) consumed and billed.

    Total Power Cost reflects the costs of PEC’s power suppliers and consists of:

    • Base Power Cost ($ per kwh use): This is the power supply cost at the time the rate was determined by the cost-of-service study.
    • Power Cost Adjustment ($ per kwh use): This represents fluctuations (+/-) to the actual cost of power determined by the power suppliers on a monthly basis.

    Power cost adjustments are automatically reflected in member bills on a monthly basis, requiring no additional Board action.

  • How do I pay my bill?

    PEC offers several options. You may pay with a credit/debit card or by bank draft online or by calling us toll-free at 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday. You also may make a payment at any PEC office, or mail your payment to PEC, P.O. Box 1, Johnson City, TX 78636. If you like the worry-free convenience of automatic bill pay, simply enroll in an automatic payment plan through the PEC Member Portal or by calling us.

  • How do I make a payment online?

    Log on to the PEC Member Portal. On the "Billing and Payments" screen, enter the amount of your payment in the box next to "How much do you want to pay?" Select your payment method by choosing "New Bank Details" or "New Credit Card." Enter the requested information and click "Continue" to check the transaction. If the information is correct, click "Pay" to submit your payment. You will receive an email confirmation when your payment has been processed.

  • Which credit cards can I use to pay my bill?

    PEC accepts Visa and MasterCard credit card payments.

  • Do you retain my credit card information?

    To comply with Payment Card Industry Security Council standards, PEC does not store your credit card number when you make a one-time payment. Instead, PEC will store a system confirmation number in place of the credit card number, which prevents unauthorized use.

  • Will my electricity be disconnected if I can’t pay my bill?

    If you know you will not be able to pay a balance in full by the due date, we encourage you to call 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday and maintain an open dialogue with us. We understand that circumstances can sometimes prevent the payment of an electric bill, and we offer several options to help keep members’ power on. Qualifying members who need more time to pay a balance in full can request an interest-free deferred payment plan to pay the balance in installments. A collections hold can also be provided up to three times within a rolling 12-month period if a member’s payment history meets eligibility requirements.

    In addition, PEC contributes funds annually to help eligible households in our service territory pay their electric bills. Members can contact their local organization from those listed on the Member Assistance page to see if they qualify.

    PEC does not disconnect residential members for nonpayment when the temperature is expected to reach 100 degrees Fahrenheit that day or if the previous day’s high temperature did not exceed 32 degrees Fahrenheit or is predicted to be at or below that level for the next 24 hours. This policy applies year-round and benefits all residential members, regardless of medical status or income level.

  • Am I able to choose when my bill is due?

    Yes, you may request a new due date range if your account has a zero balance. PEC accounts no longer have fixed due dates. Your due date will be stated on your monthly bill and will fluctuate within a two- to three-day range each month, so please read your statement promptly. You can learn more about billing cycles in our Getting Started section.

  • If I have more than one account, will I have more than one due date?

    In most cases, if you have multiple accounts the accounts will be billed during the same billing cycle. If your PEC accounts are not billed during the same cycle and you would like to change that, call us toll-free at 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday and our Member Services representatives will assist you.

  • How many days are in my billing cycle?

    The number of days in a billing cycle fluctuates between 29 and 31 days.

  • When I apply for new service, will I be given a choice of due date or will one be automatically set?

    You’ll be asked what due dates work best for you and placed in the billing cycle closest to the due date you request. Please remember your due date will fluctuate within a two- to three-day range each month, so please read your statement promptly.

  • Am I able to request a bill due date change myself?

    Yes. To request a new billing cycle online, log on to the PEC Member Portal and select "Account Preferences" from the tabs on the left side of the screen. Click the "Edit" button to select your preferred billing cycle. Your request will be forwarded for consideration and you will receive an email notification after it has been approved.

  • Will my automatic payment agreement draft date be affected by billing cycle changes?

    Yes. Automatic payments will be processed on the date your bill is due, so you will need to review your billing statement and determine if the date meets your needs; if necessary, you may request a change to your billing cycle.

  • Why is my bill so high?

    Many factors determine the amount due on your bill, but one of the variables you control is the amount of kilowatt-hours (kwh) you use. Your meter measures your kwh. One kwh is the amount of electricity it takes to light a 100-watt bulb for 10 hours. The more electrical equipment (appliances, lights, heaters, etc.) you use, the more kwh you use, and your electric bill will reflect the increase. To see how much electricity you use each day and the related cost, visit our online MyUse Energy Analyzer. We also have resources to help you conserve electricity in the Ways to Save area of our site. For details on PEC’s charge per kwh, visit our Rates page.

  • The difference between the beginning reading shown on my bill and the ending reading is not the same as the billed kilowatt-hour (kwh) use. Why?

    Accounts are billed this way when an instrument-rated meter is required. These meters are installed at locations that use above-average amounts of electricity, and they accurately record the amount of energy used just like standard residential meters. Standard residential meters move forward by one number each time one kwh is used, but instrument-rated meters only move forward one number when a designated number of kwh are used. That “multiplier” number is displayed on the face of the meter on a black-and-white sticker and is preceded by an X (for example, X 40).

    Bills for accounts with multipliers show the beginning and ending readings and the total kwh used like any other bill; however, the kwh use is calculated by multiplying the difference between the beginning and ending readings by the multiplier.

  • How can I reduce my electric bill?

    For tips on ways to lower your electric use, visit our Ways to Save section.

  • Why am I being billed a service availability charge and a delivery charge?

    PEC purchases the electricity that it delivers. The total power cost on PEC bills is a direct pass-through of the wholesale price we pay for that electricity, and the service availability and delivery charges are billed to cover the cost of making that electricity available at the flip of a switch.

    The service availability charge is included on each bill, regardless of how many kilowatt-hours are used during a service period. The fee recoups a portion of the cost of installing, operating and maintaining distribution lines, transformers, substations and meters that make up the distribution grid connected to your location. Other costs include meter reading, billing, maintaining customer records and additional administrative expenses.

    The delivery charge reflects the portion of these costs associated with delivering each kilowatt-hour used. Instead of charging a higher service availability fee to recoup our operational costs (as recommended by a 2009 independent rate and cost-of-service study), this rate structure was designed to reduce the impact on low energy users and better reflect the demand that each user places on the system. More information about our charges is available on the Rates page and sample bill.

  • Where do I find my prior year billing history?

    Log on to the PEC Member Portal and select “Billing History (prior to 9/1/2012)“ from the left navigation bar. The screen includes only those statements dated between Sept. 1, 2011 and Sept. 1, 2012. More recent bills are available on the “Billing and Payments” screen in the member portal.

  • What is an invoice bill and what does it look like?

    Some members with several PEC accounts receive invoice bills that summarize their charges. The invoice bill has a summary page with a total due for all accounts, and supporting detail summarizing the amount due for each account.

    If you have several PEC accounts and are interested in invoice billing, call us toll-free at 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday and one of our Member Services representatives will assist you.

  • How are invoice bills displayed in the PEC Member Portal?

    Invoice bills are displayed by individual account in the web portal; a summary bill is accompanied by detail for the individual account. You may pay your bill in full via check or by bank draft.

  • Can I mail one check for all accounts listed on my invoice bill?

    Yes.

  • Will I be able to pay by bank draft on the full amount listed on my invoice bill?

    Yes, bank drafts will be accepted in the full amount; however, charges will be listed individually by account.

  • What forms of payment can I submit to pay my invoice bill?

    Bank drafts and wire payments are accepted for the full amount, and credit card payments are accepted with a $99,999 limit.

  • Do you have a check by phone option?

    Yes, the total amount of your bill can be paid via check by phone.

  • If I have invoice billing, can I view the total balance of all of my accounts online?

    The PEC Member Portal will display the balance for each account. To see a summary of charges for all of your accounts, you will need to select your most recent bill and review the summary. The invoice bill that is mailed to you also will include a cover page that will display the balance due for all accounts.

  • Will I be able to pay my invoice bill for all my accounts online?

    No, the PEC Member Portal only accepts payments for each individual account. Payments for the total invoice bill amount must be made by mail or by phone. You'll find contact information on the Contact Us page.

  • How do I access the detail of my accounts?

    After logging on to the PEC Member Portal, the landing page will list all of your accounts. Click on the link for a particular account and the account details will be available in the “Billing and Payments” section.

  • I recently made a payment. Why isn't it showing up on the PEC Member Portal?

    Depending on how and when you make a payment, it may take up to 24 hours to be reflected in the balance displayed on the Billing and Payments screen in the PEC Member Portal. If it's been more than 24 hours and your balance is not updated, please contact us.

  • Why do I sometimes have two payments due in a month, and no payments due in other months?

    This currently affects four of our billing cycles: cycles 8, 9, 10 and 11. Payments for members in these cycles are typically due at the very end or beginning of a month, but sometimes due to holidays, shorter months or other issues, payment due dates may slightly shift to an earlier or later date. This means payments sometimes may be due twice in a month or not at all in other months.

    Here are the billing cycles with multiple payments due or no payments due for certain months in 2013:

    Portion 8

    • Two payment due dates: December (2nd and 30th)
    • No payment due date: November

    Portion 9

    • Two payment due dates: July (1st and 31st), December (2nd and 30th)
    • No payment due dates: June and November

    Portion 10

    • Two payment due dates: May (1st and 30th), August (1st and 29th), October (2nd and 31st)
    • No payment due dates: June, September and November

    Portion 11

    • Two payment due dates: May (2nd and 31st), August (2nd and 30th)
    • No payment due dates: June, September

    Members in these cycles who have clear account balances may switch to another one of our billing cycles if they prefer. To request a new billing cycle online, log on to the PEC Member Portal and select "Account Preferences" from the tabs on the left side of the screen. Click the "Edit" button to select your preferred billing cycle. Your request will be reviewed and you will receive an email notification after it has been approved.

Deposits

Fixed & Average Payment Plans

MyUse Energy Analyzer

Safety

  • What should I do if I see a downed power line?

    PEC’s overhead electric lines carry deadly amounts of electricity. If you see a downed power line or an open or unlocked pad-mounted transformer, call PEC immediately at 1-888-883-3379. Underground lines also can carry the same risk of serious injury and electrocution, so if you plan on digging on your property deeper than 16 inches for a landscaping or construction project, call 1-800-DIG-TESS (344-8377) or 811 before you start.

Service Requests

  • Can I request new service or transfer my service online?

    These services are not currently available online. Please visit a PEC office or call us toll-free at 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday to request or transfer service.

  • What services may be requested online?

    PEC offers the ability to request an energy audit, tree trimming or street light repair online. Log on to the PEC Member Portal and select “Service Request” from the menu on the left side of the page. Select the type of service you’d like to request and complete the online form. For more information visit the Service Requests page in the Getting Started section. You also may disconnect service online by selecting “Move-Out” from the menu of options on the left side of the PEC Member Portal.