Too many customers received mixed messages, contradictory messages - or no message at all - from their electric utilities during the massive February ice storm, according to state regulators.
The Pennsylvania Public Utility Commission on Monday documented shortcomings in the way Peco Energy Co. and other electric utilities communicated with customers during the storm, which knocked out 960,000 customers, including 724,000 Peco customers.
While generally commending the utilities' response, the PUC made 11 recommendations - mostly regarding outreach with customers and local governments.
An ongoing sore point for utilities is to more accurately report to customers when service is expected to be restored. A big source of complaints are embedded or "nested" customers who remain without service after their neighbors have been restored.