Yes 2.30 Disconnect Status and Reconnect Service 30 2 for a power outage, electric emergency or other electric issue » if your service was shut off for non-payment » To access your account using your account number » Yes [account number is correct] » Yes [street name is correct] Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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This scenario involves two different tasks. 1. You still haven’t paid your utility bill after receiving warnings that your power will be turned off if you don’t pay. You want to call your utility and find out whether and when your power is going to be turned off. 2. Once your power is turned off due to non-payment, you want to find out how to have your power turned back on. Off Navigation 1 This task was not intuitive for me to find at all. I tried calling three different times. After authenticating, I was taken to the main menu where I was given four options: balance, payments, billing, and start/stop/transfer, none of which were my options. I was then taken to an open-ended menu where I had to tell the IVR what I wanted. I found it really hard to articulate what I wanted in this format. “Turn my power on” is what I went with, even though I had the feeling that it would take me to something involving start service, which it did. The second time I called, I tried “non-payment power off,” but this led me to the same start service information and the call center. It was also frustrating that I didn't have more than one shot to guess, unless I hung up and called back. Maybe after it takes you the menu option it thinks you want, it could ask, “Is this what you were looking for?” and give you an option to try again or have a prompted menu. Speaking with a human seems to be the best and possibly only way to accomplish this task. However, as a last ditch effort I selected the Outage option and found my task! I never would have looked there, and it made no sense to me at all. 211203 Functionality 3 The IVR was very strange because it kept switching between speaking and using my keypad. I found this quite annoying, and would prefer it be consistent. I also felt the authentication process was cumbersome. Maybe not repeating the information back to me would help. Once I selected my option, I was surprised that I was sent to a representative. It was nice that I didn't have to wait on hold at all and a representative picked up right away. I do wonder if it would have been better to just accomplish my task on the IVR. Having my service reconnected for non-payment is a potentially embarrassing situation. 211203 Delivery 3 The IVR had a nice voice, but there were a lot of distracting pauses. I would eliminate those. I also noticed the speaking would cut out occasionally. I wasn't sure if it was my connection, but I missed some of what was said. 211203