Payment processing and online services will be unavailable from August 24 at 10 p.m. to August 25 at 9:30 a.m. for service and security upgrades.
Payment processing and online services will be unavailable from August 24 at 10 p.m. to August 25 at 9:30 a.m. for service and security upgrades.
Avoiding a Shut-off
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.
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.
Need Help Paying Your Bill?
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