Disconnection notice: what to do

Have this ready

• disconnection notice
• account balance
• hardship or medical documents if they apply

Steps for any company

1. Call at once and ask for a payment plan or a hold while you dispute the bill.

2. Ask about medical, weather and hardship protections. State commissions set these rules.

3. Contact the state utility commission before the disconnection date.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (46)

• Alabama PowerAsk for an extension before the notice expires; extreme weather and certified life support equipment postpone residential disconnection.
• AmerenSet up a deferred payment agreement (smaller down payment in winter), apply for assistance, and have a medical provider request a Medical Hardship Extension.
• American Electric PowerAsk for a payment plan; in Ohio use the winter one-third plan, PIPP Plus or a medical certification.
• Arizona Public ServiceCustomers owing $300 or less are not at risk of disconnection, and no residential disconnections happen June 1 to October 15; arrange up to 12 monthly payments.
• Atmos Energy CorporationSet up an installment plan before the termination date. Kansas and Texas have winter weather protections; rules differ by state.
• Baltimore Gas and Electric CompanyMaryland requires 14 days' notice; no shutoff at forecast 32F or below or 95F or above; a medical certificate adds 30 days.
• CenterPoint EnergyRequest a one-time due date extension or a payment arrangement in My Account, and apply for state assistance.
• Central Maine Power CompanyFrom November 15 to April 15, income-eligible customers can get a special winter payment arrangement; call the MPUC at once for urgent termination problems.
• Commonwealth Edison CompanyAsk for a deferred payment arrangement, call the assistance line, and send a medical certificate for 60 days of protection.
• Consolidated Edison Company of New YorkCall Con Edison at once for a payment agreement; HEFPA requires a written final notice and a 15-day wait, and gives medical, cold-weather and heat protections.
• Consumers EnergyAsk for a payment arrangement or payment hold, apply for SER or CARE, and use winter, senior or medical protections.
• Dominion EnergyAsk for an extension or a payment plan before the due date, apply for assistance, and file a medical certification if it applies.
• DTE EnergyCall DTE for a payment agreement, enroll in the Winter Protection Plan (Nov 1-Mar 31) if eligible, and submit a medical hold for up to 21 days.
• Duke EnergyAsk for a due date extension or installment plan before the due date; use a medical certificate if someone's health is at risk.
• Duquesne Light CompanyCall before the shutoff date for a payment arrangement or CAP; use a medical certificate if someone is seriously ill; Pennsylvania's winter rules run December 1 to March 31.
• EntergyAsk for a payment extension or a deferred payment arrangement of up to four months, and apply for The Power to Care.
• EvergyAsk for an installment plan or payment extension before the shutoff date. Missouri and Kansas cold-weather rules and a 21-day medical extension can stop a shutoff.
• Eversource EnergyAsk for a payment plan and, in Connecticut, apply for financial hardship or medical protection for winter protection and the Matching Payment Program.
• FirstEnergyCall your operating company's Customer Care before the shutoff date and ask for a payment arrangement; use a medical certificate if someone's health is at risk; in Ohio the winter $175 option and longer notice apply.
• Florida Power & Light CompanyBills are delinquent after 20 days and service can be cut after 5 working days' written notice; ask for an extension, apply for Care To Share, and enroll in Medically Essential Service if it applies.
• Georgia PowerCall before the due date to ask for more time and payment arrangements; apply for assistance.
• National Grid (US)Enroll in a payment plan, apply for discount and assistance programs, and file for special protections; terms differ between New York and Massachusetts.
• New York State Electric & GasCall NYSEG for a payment agreement on a final notice; New York requires 15 days' notice, limits shutoff hours, and protects medical emergencies and cold-weather cases.
• Northern Indiana Public Service CompanyPay or prove payment by 10 p.m. the day before the shutoff date, set up a 3, 6 or 12 month plan, apply for EAP or the Hardship Program, and use a medical statement for a 10-day delay.
• NV EnergyNevada requires a 10-day notice and a second 48-hour notice; a medical certificate postpones termination 30 days, and extreme-temperature forecasts stop it.
• Oklahoma Gas and Electric Company (OG&E)Ask for an installment plan before the shutoff day. OG&E does not disconnect in extreme heat or cold, and a medical certification can delay a shutoff 30 days.
• Pacific Gas and Electric CompanyAsk for the 24-month payment plan and enroll in assistance programs; PG&E cannot disconnect in forecast extreme heat or cold, on weekends or holidays, or while a LIHEAP pledge is pending.
• PacifiCorpAsk for a payment arrangement and submit a medical certificate if it applies; Oregon pauses shutoffs in heat, cold, smoke and wildfire evacuations, and Washington gives a 5-business-day medical grace period.
• PECO Energy CompanyAsk PECO for a payment arrangement and CAP; submit a medical certificate if someone is seriously ill; low-income customers are protected from December 1 to March 31.
• Portland General ElectricOregon requires 15- and 5-day notices and pauses shutoffs in heat, cold, smoke and wildfire evacuations; ask PGE for a payment arrangement and enroll in the Income-Qualified Bill Discount or Medical Certificate program.
• Potomac Electric Power CompanyCall Pepco for a payment plan before the shutoff date; use the medical certification program; weather rules block shutoffs on very cold or hot days.
• PPL Electric UtilitiesCall PPL before the shutoff date for a payment arrangement or OnTrack; use a medical certificate if someone is seriously ill; Pennsylvania's winter rules run December 1 to March 31.
• PSEG Long IslandCall customer service for a payment plan or hardship agreement; use the medical and special protections forms if they apply.
• Public Service Electric and Gas Company (PSE&G)Ask for a deferred payment plan (at least one per year is a right), apply for LIHEAP/USF/NJ SHARES, and claim Winter Termination Program or medical protection.
• Puget Sound EnergyWashington requires two notices before a shutoff, bars weekend and holiday shutoffs, gives a 5-business-day medical grace period, and protects low-income heating customers from November 15 to March 15.
• Reliant EnergyAsk for a payment extension before the disconnection notice due date, or a deferred payment plan; Texas rules require 10 days' notice.
• Rochester Gas and ElectricCall RG&E for a payment agreement on a final notice; New York requires 15 days' notice, limits shutoff hours, and protects medical emergencies and cold-weather cases.
• San Diego Gas & ElectricSet up a payment extension or plan (up to 24 months for residential) before the shutoff date and apply for assistance.
• Southern California EdisonCall before the shutoff date, ask for a payment arrangement, and apply for AMP, CARE/FERA or the Energy Assistance Fund.
• Southern California Gas CompanyCall customer service before the shut-off date, request a payment extension, and apply for CARE and Past Due Bill Forgiveness.
• Spire Inc.Ask for a payment arrangement before the shutoff date. In Missouri, the Cold Weather Rule (November 1 to March 31) and a 21-day medical postponement can stop a shutoff.
• Tampa Electric CompanyFlorida requires 5 working days' written notice and bars shutoffs from Friday noon to Monday 8 a.m.; a certified Medically Essential Service customer gets up to 30 more days.
• TXU EnergyAsk for a payment extension or deferred payment plan; Texas rules require a 10-day notice and protect critical care customers and extreme weather days.
• Washington Gas Light CompanyAsk for an installment plan (no down payment); a medical certification postpones disconnection 30 days.
• We EnergiesSet up a payment arrangement; in Wisconsin, heating service cannot be disconnected November 1 to April 15, and a medical emergency can delay shutoff up to 21 days.
• Xcel EnergyColorado requires 15 days' written notice and allows a 90-day medical delay; Minnesota protects heating service from October 1 to April 30 if the customer sets up a payment plan.

Guides

• Electric and gas utilities — how complaints work
• Internet, cable and satellite TV — how complaints work
• Wireless carriers — how complaints work