Avoiding a Shut-off

Avoid a shut-off with these tips.

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Restoring Service

Get your service reconnected quickly after an interruption.

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Avoiding a Shut-off

Before we disconnect service you will receive a notice 10 days in advance. This notice will indicate when service may be shut off and how to avoid it.

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.