FAQs About Your Service

Whether you're moving into, out of, or across our service area, you can start, stop or transfer your service online.

Report or check the status of an outage when you manage your account online. Or call us at 1-888-667-3000. You can also check our outage map and outage summary to see how outages are currently affecting customers.

Call us at 1-888-667-3000 immediately. If the line is on the ground or within reach, don't go near it and contact your local police department before you call us. Keep everyone away from the line until police or other emergency crews arrive.

Call us to request tree trimming or if you have questions.

Dominion will cut and remove tree limbs and/or brush from property as needed to maintain reliable electric service. Customers are responsible for:

• trees/limbs that fall and are removed from wires or are cut for service restoration,
• dead, leaning trees that are cut/trimmed at any time by Dominion, and
• trees that are cut to provide proper clearance for the customer or contractor to remove a tree.

For customers with overhead service:
Dominion does not trim trees that overhang or are touching a wire that runs from an electric pole to your house or building. We will make an appointment to temporarily remove the service so your electrician or contractor can safely trim or remove the tree.

We provide service for power lines and equipment up to and including the electric meter. All electrical lines and equipment in your home are your responsibility. You should call a local, qualified electrician for such service.

Call us at 1-888-667-3000 for information.

North Carolina state law requires anyone performing excavation to first call the statewide notification center's number. Dial "One Call" at 1-800-632-4949. Callers must then wait 48 hours while utilities locate and mark their underground facilities.

If you believe one of our meters is not operating correctly, call us at 1-888-667-3000.

If you or someone in your household requires the use of electrically-powered life support equipment, use the request form below to be added to our medical conditions list.
 

--> Medical Equipment Notification Form
 

The form requires a physician's statement and signature. You must complete a form each year and we must receive it within 30 days of the anniversary date of the last form you sent. Otherwise, we will assume the condition no longer exists and the medical notation on your account will be removed.

We will make every effort to restore service quickly--consistent with the total restoration effort. You should always be prepared with battery- or manually-powered medical equipment. For longer outages, have a plan to receive proper care somewhere else until service is restored.

We want to give you the very best service possible. If you don't get the service you think you deserve, we want to know:

1. Call us toll-free at 1-888-667-3000 and talk with one of our customer service agents. They are trained to answer your questions promptly and accurately.
2. If you're not satisfied with the response to your concern, ask to have it reviewed by a supervisor. For some issues, you may be referred to the management of the responsible department.
3. If the situation is still not resolved, ask for our Customer Relations Department or write to:
   Manager-Customer Relations, Dominion, P.O. Box 26666, Richmond, VA 23261.
4. If you're still not satisfied, we'll advise you of the proper state officials to notify to get complete resolution of your problem.

To file a claim, contact Customer Service at 1-888-667-3000. A representative will document your claim information over the phone. Or, you may write to:

Dominion Virginia Power
Attn: Claims Department
P. O. Box 26666
Richmond, VA 23261

About the Claims Process:

• Your information will be sent to the Claims Department for investigation and evaluation.
• A claims representative will send you a letter of acknowledgement within three business days.
• All claims are handled on a case-by-case basis.
• The investigation of your claim is not an admission of liability or an indication that Dominion is responsible for your damages.

If you observe or learn about possible energy theft, you can report it anonymously. Read more and make a report online. Or call customer service at 1-888-667-3000. Information is kept strictly confidential.