How to Submit a Claim to SCE

If you have suffered a loss or damage due to recent service interruption, and believe we may be responsible, you may submit a claim. How to submit your claim >

We investigate and evaluate each claim individually, and our policy is to respond promptly.

Long Beach Update

Crews have restored power to all but 1,000 customers affected by the outage in Long Beach. We continue to work as safely and as quickly as possible to restore power to all customers. The safety of the public and our crews remains our highest priority. We thank the city of Long Beach for its cooperation and for the especially important safety efforts of first responders in the Long Beach Fire and Police departments.

Home and Business Area Network - Frequently Asked Questions

About Home and Business Area Networks

What is a Home and Business Area Network?

A home and business area network connects the various digital devices within a home or business. These digital devices may include: Energy Information Displays, Smart Thermostats, Computers, Digital Media Players, Televisions, Home Security Systems, “Smart" appliances (such as refrigerators dishwashers, and clothes dryers) and more.

How does a Home and Business Area Network work?

Your connected network devices can communicate with each other, and share information over the internet, Wi-Fi, Z-Wave, and ZigBee. Your network can also enable the SCE smart meter to communicate with registered ZigBee Smart Energy Profile 1.0/1.1 devices to deliver energy usage information in near-real-time.

Devices

What different kinds of ZigBee enabled devices are available?

There are several types of devices on the market today. These include energy information displays, USB dongles, gateways, smart thermostats and smart appliances. To successfully connect with the SCE smart meter, your device must support ZigBee communications and be Smart Energy Profile 1.0 or 1.1 certified.

How do ZigBee-enabled devices communicate?

ZigBee-enabled devices communicate using an efficient, wireless network standard. The technology is similar to Bluetooth, only simpler and less expensive. ZigBee-enabled devices have long battery lives and secure networking. They communicate by sending short-range wireless data to other network devices.

What is an energy information display?

An energy information display can enable the user to view energy related information such as near real-time energy usage in kilowatt hours (kWh) and kilowatt demand (kW), energy pricing and cost information, as well as receive text messages from us. Device capabilities vary depending on the manufacturer and models.

What is an energy information Universal Serial Bus (USB) dongle?

An energy information USB dongle is similar to a “flash drive” except a ZigBee enabled device can communicate wirelessly with other devices. You can connect a USB dongle with your PC to view energy usage in kilowatt hours (kWh) and kilowatt demand (kW), energy pricing and cost information, as well as receive text messages from us. Device capabilities vary depending on the manufacturer and model.

What is an energy management gateway?

Energy management gateways can receive energy-related information, such as near real-time kilowatt hours (kWh) and kilowatt demand (kW), energy pricing and cost information, text messages from the smart meter, as well as notifications to automatically reduce energy usage in your home or business (only when enrolled in an SCE program). Some gateways act as a bridge between the SCE smart meter and other connected devices in your home or business, while others may display information on the manufacturer’s website for viewing. Device capabilities vary depending on the manufacturer and model.

What is a smart thermostat?

A smart thermostat does everything a standard central air conditioner thermostat does and more. It can receive energy related information such as near real-time energy usage in kilowatt hours (kWh) and kilowatt demand (kW), energy pricing and cost information, text messages from the smart meter, as well as notifications to automatically reduce energy usage in your home (notifications require program enrollment). Device capabilities vary depending on the manufacturer and model.

What is a smart appliance?

In addition to the standard features of an appliance, a smart appliance can receive energy related information such as near real-time energy usage in kilowatt hours (kWh) and kilowatt demand (kW), energy pricing and cost information, text messages from the smart meter, as well as notifications to automatically reduce energy usage in your home (notifications require program enrollment). Device capabilities vary depending on the manufacturer and model.

Has SCE tested devices to determine if they are compatible with the SCE smart meter?

Yes, we’ve developed a Home and Business Area Network Testing Laboratory to thoroughly evaluate products and devices for compatibility with the SCE smart meter. View compatible devices.

Device Registration

What are the benefits of registering a device to the SCE smart meter?

Once a device is securely registered to the SCE smart meter, it may enable you to:

  • View near real-time energy usage information such as kilowatt hours (kWh) and kilowatts (kW) demand.
  • See how small changes in energy usage behavior, such as raising the temperature on your air conditioner or turning off lights can lower your energy usage and potentially your monthly electricity bill.
  • Enroll in Save Power Day Incentive Plus. The day prior to an event, we will send a Save Power Day event notification to your device. During the event, if you reduce your energy usage to below your average level during the event, you may qualify to receive a bill credit of $1.25 for each kWh reduced. For program details and eligibility requirements, please see the Save Power Day Incentive Plus FAQs
  • Enroll in Daily Cost Snapshot to receive daily energy cost and price text messages on your device, including your estimated bill cost-to-date, forecasted bill cost, current price per kWh, and rate tier (current price per kWh and tier information is available to customers enrolled on residential non-Time-of-Use rates).

What are the eligibility requirements to register a device?

To register a device to the SCE smart meter, you must have:

Your device must be located within 75 feet of the smart meter, to enable communications between your device and the SCE smart meter.

Please call our Customer Support at 1-888-218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding holidays to determine if you are eligible to get started!

Can residential and business customers register a device?

Yes. residential and small business customers who meet the eligibility requirements can register a device and receive many of the same benefits. For eligibility requirements see question, What are the eligibility requirements to register a device?

How do I register my device?

It’s simple! Log into your SCE.com User ID and click on Device Registration. You don’t have to be at your home or business when you submit the device registration request, but you do need to make sure your device is plugged in, ready for connecting (some devices need to be placed in “connecting” mode) and within 75 feet of the SCE smart meter before you submit your request. Please also have the following information handy:

  • Device ID
  • Device Install Code
  • Manufacturer Name
  • Device Model

You can also follow this step-by-step guide to register your device.

Once your request has been successfully submitted, your device registration should be complete within 24 hours.

Can I call to register my device?

To protect your confidential information, we require that you submit your device registration requests in writing, either online or by completing a paper application.

The fastest way to submit your device registration request is to visit My Account and click on Device Registration.

If you would like to submit a paper application, just print the Device Registration Application, complete all required fields, sign and return it to us (see detailed instructions on the form). Once we processes your application,  call our Customer Support at 1-888-218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays) to register your device.  We recommend that you wait a minimum of 5 business days to pass before you call.  When you call, please have the following information (usually found on your device) handy:

  • Device ID
  • Device Install Code
  • Manufacturer Name
  • Device Model

You will also need to turn the device on, and make sure it’s ready for registration and located within 75 feet of the SCE smart meter.
You don’t have to be at your home or business when you call to register your device. Just make sure you have the device information with you (device ID, Install Code, manufacturer name and model number).

What should I do before I call to register my device?

You don’t have to be at your home or business when you submit the device registration request, but you do need to make sure your device is plugged in, ready for connecting (some devices need to be placed in “connecting” mode) and within 75 feet of the SCE smart meter before you submit your request.Please also have the following information handy:

  • Device ID
  • Device Install Code
  • Manufacturer Name
  • Device Model  

Once your request has been successfully submitted, your device registration should be complete within 24 hours.
To get started, visit My Account and click on the Device Registration tab.

Where can I find the Device ID on my device?

The Device ID can also be referred to as the MAC Address or EUI 64. It is a 100% unique ID and is needed to securely register the device to the SCE smart meter. This information is typically found on the back of the device and some manufacturers display this information within the device menu.

Where can I find the Install Code on my device?

The Install Code is needed to securely register the device to the SCE smart meter. This information is typically found on the back of the device and some manufacturers display this information within the device menu.

Is there a way to see a list of all of my devices and their registration status?

Yes!  Just visit My Account, click on the Device Registration.  You can also call our Customer Support at 1-888-218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding holidays.

How will I know if the device registration request worked?

Most devices will display an indicator showing they are registered.  If your device displays energy usage information, this confirms it is connected to the SCE smart meter (many devices receive energy usage from the meter every 30 seconds or more frequently). You can also visit My Account, click on the Device Registration tab.  You can also call our Customer Support at 1-888-218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding holidays.

How do I disconnect my device from the SCE smart meter?

Just call our Customer Support at 1-888-218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding holidays.

What security measures are taken to keep my energy information safe when I register a device?

We have developed a flexible and secure standards-based meter and network communications system, adapting security solutions and testing protocols from the banking and defense industries. All information transmitted between the us, the individual meters, and ZigBee Smart Energy Profile 1.0 or 1.1 certified HAN devices is encrypted. In addition, we maintain strict confidentiality and privacy policies, and use state-of-the-art technologies to safeguard customer information.

Troubleshooting

Who do I contact if my device isn’t receiving energy information from the SCE smart meter?

If your device is not receiving energy information, it might be because the device has lost connection with the SCE smart meter. Please confirm that:

  • The device is turned on and plugged into an energized outlet.
  • The device is within 75 feet or less of the SCE smart meter. This is the maximum recommended distance between the device and the SCE smart meter to maintain good communications.

If the device still is not receiving any information from the SCE smart meter, please contact us by e-mail or call our Customer Service at 1-888-218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding holidays.

For other problems or questions about your device, we recommend you contact the supplier where you purchased the device.

Save Power Day Incentive Plus Program

What is the Save Power Day Incentive Plus Program?

The Save Power Day Incentive Plus program can enable you to earn bill credits on your bill if you reduce your electric usage below your average during a Save Power Day. This program also pays you higher incentives then the regular Save Power Day program because you must have a registered device.

We plan on calling 12 to 15 Save Power Days each year. A Save Power Day will typically be called during the summer when electricity demand is high between the hours of 2:00 p.m. and 6:00 p.m. If you reduce your electric usage during these times on a Save Power Day, you may qualify to earn bill credits based on the amount of reduction you achieve. The more energy you reduce, the more incentives you can earn.

When will Save Power Days be called?

Save Power Days are usually called during the summer months when energy usage is highest, and always for a fixed-time between the hours of 2:00 p.m. and 6:00 p.m. on weekdays (weekends are excluded). There are 12 to 15 Save Power Days each year.

How will I know when there is a Save Power Day is called?

If you are enrolled in the Save Power Day Incentive Plus program you will receive a text message on the registered device the day before a Save Power Day takes place. You can also enroll in Save Power Day e-mail, phone or cell phone text message notifications by logging into your SCE.com User ID.

How much credit can I receive by participating in the Save Power Day Incentive Plus Program?

We refer to your average usage as your “Customer Specific Reference Level” or CSRL. To determine your CSRL, we average your energy usage for the three highest usage days for the same 2 p.m. to 6 p.m. time period. The CSRL value is recalculated for each subsequent Save Power Day in a billing period. Power Day Incentive Plus Program?

You will receive $1.25 bill credit for each kilowatt hour (kWh) of electricity you reduce during a Save Power Day compared to your CSRL.

Is there a penalty if I don’t reduce my electricity usage during a Save Power Day?

No. The program is designed to incentivize customers to reduce their usage during a Save Power Day. There are no penalties under the Save Power Day Incentive Plus program if you are unable to reduce your usage during a Save Power Day.

How much energy usage should I reduce during a Save Power Day?

The decision is up to you! If you have central air conditioning, it may be easy for you to reduce your usage, since air conditioning typically accounts for a large amount of energy. The key is to reduce your usage between 2:00 p.m. and 6:00 p.m. on Save Power Days. Here are more ways to save:

  • Turn off your air conditioner or raise your thermostat setting (to 78 degrees or higher)
  • Plan to run your pool pump earlier (or much later) in the day
  • Wash clothes before 2:00 p.m. or after 6:00 p.m.
  • Run the dishwasher before 2:00 p.m. or after 6:00 p.m.
  • Turn off all unnecessary lights and appliances - especially big-screen TVs and computers

Is there a penalty if I don’t reduce my electricity usage during a Save Power Day?

No. The program rewards you for lowering your usage during Save Power Days. There is no penalty if you are unable to reduce your usage on a Save Power Day.

How do I know how much electricity I'm normally using during the hours of 2:00 p.m. and 6:00 p.m.?

You can log into My Account to view your historical energy usage. The website provides the ability to view your hourly (or 15 minute if you are a business customer) energy usage. You can also see how high temperatures impact you energy usage behavior. Your energy usage information is presented in an easy-to-read graphical format and it can also be exported to a spreadsheet on your PC. If you would like to view up to 13 months of your historical hourly energy usage, just click on the Green Button on the left side navigation.

If I enroll in the Save Power Day Incentive Plus program, can I also participate in SCE’s income-qualified programs?

Yes. You can combine your participation in the Save Power Day Incentive Plus program with our income-qualified programs, such as California Alternate Rates for Energy (CARE) and the Family Electric Rate Assistance program (FERA). Learn about CARE/FERA

What are the eligibility requirements to enroll in the Save Power Incentive Plus program?

To enroll in the Save Power Day Incentive Plus program, you must:

  • Have an active residential SCE Service Account
  • Have a device registered or in the registration process with your SCE smart meter
  • Be enrolled in an eligible SCE rate

Ineligible criteria includes, but is not limited to:

  • Certain SCE rates, including Critical Peak Pricing
  • Direct Access, Community Choice Aggregation, or Community Aggregation Cerritos customers
  • Other ineligibility criteria

To determine if you’re eligible and to get started, visit My Account, click on the Home or Business Area Network button on the left side of the screen and follow the prompts to the Device Registration and Program Enrollment screen.  You can also call SCE Customer Support at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

How do I enroll in the Save Power Day Incentive Plus program?

You can enroll in Save Power Day Incentive Plus by visiting My Account, clicking on the Home and Business Area Network on the left side of the screen and following the prompts.  It’s simple!  You can also call SCE Customer Support at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

How do I know if my enrollment in Save Power Day Incentive Plus is completed?

Just visit My Account, click on the Home and Business Area Network on the left side of the screen and follow the prompts to the Device Registration and Program Enrollment screen.  It’s simple!  You can also call SCE Customer Support at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

How do I cancel my enrollment in the Save Power Day Incentive Plus program?

You can call SCE Customer Support at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

Daily Cost Snapshot

How does Daily Cost Snapshot work?

When you enroll in Daily Cost Snapshot, your registered devices can receive electricity costs and pricing information, to help you understand how much you are spending on electricity. Our system will send text messages to your devices each day, including your:

  • Estimated bill cost-to-date
  • Forecasted bill cost
  • Current price per kWh*
  • Tier number*


*Only available for customers on non-TOU residential rates.

What are the eligibility requirements to enroll in Daily Cost Snapshot?

To enroll in Daily Cost Snapshot, you must:

  • Have an active residential SCE Service Account
  • Have a device registered or in the registration process with your SCE smart meter
  • Be enrolled in an eligible rate


To determine if you’re eligible and get started, log onto your SCE.com User ID and click on Device Registration.

You can also call our Customer Support at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

How do I enroll in Daily Cost Snapshot?

You can enroll in Daily Cost Snapshot by visiting My Account, click on Device Registration.  It’s simple!  

You can also call our Customer Support at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

How do I know if my enrollment in Daily Cost Snapshot is complete?

Log into your SCE.com User ID and click on Device Registration. You can also call us at 1-888-218-4294 Monday through Friday, 8:00 a.m. to 5:00 p.m. (excluding holidays).

Customer Service

Who do I contact if I have questions about device registration or program enrollment?

You can contact us by e-mail or phone at 1-888--218-4294, Monday through Friday, 8:00 a.m. to 5:00 p.m., excluding holidays.

If you have questions about how your device works, we recommend that you contact the supplier where you got the device.