Avoiding a Shut-off

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Avoiding a Shut-off

Shutting off your energy is always a last resort for us. You can avoid it with these tips.

SEE HOW
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Restoring Service

Get your service reconnected quickly after an interruption.

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Avoiding a Shut-off

We understand the thought of having your natural gas or electricity shut off is stressful. But even if you have a shut-off notice, there are steps you can take to avoid shut-off.

If your landlord is responsible for the energy service bills for multiple families (three families or more), each unit will be notified of a pending service interruption 30 days in advance.

If you receive a shut-off notice, set up a plan to pay online, contact us before it expires to pay the bill, or enter into a payment arrangement. Under that payment arrangement:
  • You make a down payment on what you owe and pay the balance in installments.
  • Failure to meet the terms outlined in your arrangement can result in your service being interrupted.
  • The energy service provider can choose not to enter into a payment arrangement with you if one is in progress or if you didn’t keep the terms of a previous arrangement.
  • By signing, you give up your right to go before a Utility Hearing Officer.
Our field employees cannot accept payment to prevent disconnection of energy service.

Learn more about our payment assistance programs.

Restoring Service

  • You must pay your reconnect total and call us at 800-371-9811 to restore service.
  • A reconnect fee and security deposit may be added.
  • Requests made by 2 p.m. will be reconnected the same day by 10:30 p.m.
  • Requests made after 2 p.m. will be reconnected the next day between 8 a.m. and 4 p.m.
  • Emergencies and storm restoration may affect schedule.

Policies

Service May be Interrupted if:

  • Public safety concerns, i.e. repairs after a storm, replacing transformers, etc.
  • Unpaid past due bill.
  • Failure to pay a requested security deposit or provide a guarantor.
  • Unauthorized energy use.
  • Not keeping the terms of a payment arrangement.
  • Refusing to arrange access for our representatives to our equipment.
  • Customer misrepresenting their identity.
  • Customer request to terminate service.
  • The customer provides a written statement that the premises are unoccupied.
  • Fails to pay for energy service used by another household member, such as a roommate.

Service Cannot be Interrupted if the Customer Does the Following:

  • Fails to pay for merchandise, appliances or other services that are not part of basic energy service.
  • Neglects to pay for energy service used by another person, such as a tenant.
  • Is enrolled in the Winter Protection Plan or Shut-off Protection Plan.
  • Has notified us of a critical care customer or qualifying medical emergency.
  • Advises us that an unpaid bill is in dispute.
  • Neglects to pay for concurrent service at another location.
  • Has not paid for a different class of service at the same or another location.
  • The customer or spouse has notified us of full-time active military service.