When customer Bill Annie noticed a significant increase in his electric bill following a lightning strike, he turned to Appalachian Power Company (APCo) for help finding answers.
His process with APCo began with a call to the Customer Solutions Center, which generated an investigation request. Robin Watson, customer services account representative, then worked with Annie to review usage data, test the meter and troubleshoot potential issues.
After the Meter Revenue Operations team confirmed Annie’s APCo meter was operating accurately, Watson analyzed Advanced Metering Infrastructure (AMI) usage data to identify potential causes of the increased usage. The two worked together to temporarily shut off equipment and monitor changes in energy consumption throughout Annie’s home.
Through their troubleshooting, Watson discovered the home's heating, ventilation and air conditioning (HVAC) system was responsible for the unusually high usage.
A local repair technician later found that the lightning strike had damaged components within the system, causing it to work against itself and consume significantly more electricity than normal. Repairs were made, and Annie’s home returned to its standard energy usage.
Watson views her assistance to Annie and other customers as a standard part of her role at APCo. “My job is to do the best I can to help you solve your problem or get an answer to whatever your question is,” she said. “And that's what we do every day.”
Building trust starts with being there when customers need help. Advanced tools like AMI data play an important role in understanding customer energy use, and it takes working together to turn that information into solutions for customers.
Additionally, customers can access their own personalized Energy Usage Dashboard. AMI data is available in 15-minute intervals, giving a detailed look at how and when energy is being used throughout the day. They can also explore daily and monthly usage trends, compare consumption over time and identify changes that may be affecting their bill. This information can help customers better understand their energy habits, spot potential issues and make informed decisions about managing their energy use.