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Avoiding a Shut-off

Choose One of These Ways to Avoid a Shut-off

Use Your Online Account to Pay or Make an Arrangement

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Log in to your customer dashboard, where you can pay your bill or set up a payment plan

Call 800-477-5050 to Pay or Make an Arrangement

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If you’re on a mobile device, click this link to talk to a Customer Service Rep

What You Need to Know About Payment Arrangements

We know there are times when it is hard to pay your bills. For many of our customers, a payment arrangement provides some relief. If you’re thinking about a payment arrangement, there are a few things you should know:

  • Under a payment arrangement you make a down payment, then pay the balance little by little over time.
  • If you enter into an arrangement with us, please know that your service may be stopped if you don’t meet the terms of your payment arrangement.
  • We may 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 an arrangement, you give up your right to go before a Utility Hearing Officer.

Help is Available

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If a payment arrangement won’t give you the help you need, you may be able to take part in other assistance.

Explore Your Options or Call 2-1-1 for Resources

Restoring Your 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.

Service Interruption Policies

  • Public safety concerns, i.e. repairs after a storm, replacing transformers, etc.
  • Unpaid past due bill
  • Failure to pay a security deposit or provide a guarantor
  • Unauthorized energy use
  • Not keeping the terms of a payment arrangement
  • Not giving our representatives access to our equipment
  • Customer lying about their identity
  • Customer wants to end 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
  • Fails to pay for merchandise, appliances or other services that are not part of basic energy service
  • Does not 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 let us know of a critical care customer or qualifying medical emergency
  • Has let us know that an unpaid bill is in dispute
  • Does not 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 lets us know of full-time active military service