Contact your utility company when ready — most have a process to delay shutoff
Call your power company's customer service line today, not tomorrow. Most utilities have a formal shutoff prevention program that pauses disconnection for 30 to 60 days if you contact them before the power goes out. The number is on your bill. When you call, tell them you received a shutoff notice and ask what options exist — do not wait for them to offer.
Utilities are required by state law in most places to tell you about these programs, but they do not always volunteer the information. Ask specifically: "Do you have a payment plan I can set up?" or "What is your low-income information program?" Many companies will freeze your account for 30 days if you agree to a payment arrangement, even if you cannot pay the full amount right now.
Write down the name of the person you speak with, the date, and what they told you. If the shutoff happens anyway, you will need this record to file a complaint with your state's Public Utilities Commission.
Key Takeaways
- Call your utility company before the shutoff date on your notice — most have programs that delay disconnection if you contact them first.
- Local community action agencies and 211 referrals can connect you to bill-payment programs that may cover part or all of what you owe.
- Some utilities offer hardship programs specifically for low-income households; ask whether you meet the income limits when you call.
- If you cannot reach an agreement with the utility, file a complaint with your state's Public Utilities Commission — they can order the company to restore service.
Find local bill-payment programs through 211 or your community action agency
Call 211 or visit 211.org and search for "utility information" in your area. This will show you local nonprofits and government programs that pay electric bills directly to the utility company. Many of these programs are funded by the federal Low Income Home Energy information Program (LIHEAP), though the name and rules vary by state.
Community action agencies are the most common source. They typically cover a portion of your bill — sometimes $300 to $800, sometimes more — and many have emergency funds that move faster than regular programs. Some require you to be below a certain income level; others look at whether you have received a shutoff notice. Call ahead and ask what documents you need to bring: usually a recent bill, proof of income, and proof of residency.
The catch is that many programs have limited money and close when funds run out. 211 or your local agency can tell you whether the program is currently open. If it is closed, ask when it reopens — some restart monthly or quarterly.
Understand what a payment plan actually does
If you set up a payment plan with your utility, the company agrees not to shut off your power while you are making the agreed payments. This does not erase what you owe; it spreads it over time. A typical plan might ask you to pay your current bill plus $50 or $100 per month toward the arrears (the amount you already owe).
The plan only works if you stick to it. Missing even one payment can trigger shutoff again. Before you agree to a plan, be honest about whether you can afford the monthly amount. If you cannot, ask the utility whether they have a hardship program that forgives part of the debt instead of just spreading it out.
Get the payment plan in writing — ask the utility to mail or email you a copy. This protects you if there is a dispute later about what you agreed to.
Know the rules about shutoff timing and your rights
Most states require utilities to give you at least 10 to 30 days' written notice before shutting off power, and many require a final notice a few days before the actual shutoff date. If you did not receive written notice, contact your state's Public Utilities Commission — the shutoff may be illegal.
Utilities cannot shut off power during winter in many northern states, even if you do not pay. This is called a winter shutoff moratorium. The dates vary by state — some run from November through March, others longer. If you live in a state with a moratorium and your shutoff is scheduled during that period, tell the utility company. They may still be required to delay it.
You also have the right to request a hearing before shutoff. This is called a due process hearing or administrative hearing. Ask the utility how to request one — you usually have 5 to 10 days from the notice date. At the hearing, you can explain your situation to a neutral person, and the utility must prove they followed the law.
File a complaint with your state regulator if the utility refuses to work with you
Every state has a Public Utilities Commission (sometimes called the Public Service Commission or Utility Commission). This agency regulates utilities and handles complaints from customers. If your utility company refuses to discuss a payment plan, will not tell you about information programs, or shuts you off illegally, you can file a complaint for free.
Go to your state's Public Utilities Commission website and look for "file a complaint" or "customer complaint." You will need your account number, the dates of your shutoff notice, and a description of what happened. The commission will contact the utility and ask them to respond. This does not always restore your power when ready, but it creates an official record and can pressure the company to negotiate.
While your complaint is being reviewed, the utility may be required to hold off on shutoff. Ask the commission when you file whether they have an emergency hold process.
Prepare for what happens if power is shut off
If your power does get shut off despite your efforts, the utility will charge you a reconnection fee — usually $50 to $200 — on top of what you already owe. Some utilities will reconnect the same day if you pay this fee plus a portion of the bill; others take 24 to 48 hours. Ask the utility what the reconnection fee is and what amount they need to restore service.
If you cannot pay the reconnection fee, some community action agencies and nonprofits will pay it for you as part of their emergency information. Call 211 again and ask specifically about reconnection help. A few programs keep money set aside for this exact situation.
If you have a medical condition that requires electricity — for example, you use an oxygen machine or refrigerate medication — tell the utility this when you call. Many states require utilities to delay shutoff for households with medical emergencies, and some will reconnect for free if you provide a doctor's letter.
Frequently Asked Questions
How long do I have after I get a shutoff notice?
Most states require utilities to give you 10 to 30 days' written notice before shutoff. The exact number is on your notice. The sooner you call the utility, the more options you have — waiting until the last day limits what they can do.
Can the utility shut me off if I am on a payment plan?
No, as long as you make the payments you agreed to. If you miss a payment, the utility can shut you off again, but they usually must give you another notice first. If you know you will miss a payment, call the utility before the due date and explain — they may extend the important date or adjust the plan.
What if I do not have proof of income for the information program?
Ask the program what they will accept. Some take a recent pay stub, tax return, or letter from your employer. If you are unemployed or self-employed, some programs accept a bank statement showing deposits, a letter from a social services agency, or a signed statement from you. Call before you visit so you know what to bring.
Does paying part of my bill stop the shutoff?
Not automatically. Paying part of the bill shows good faith and gives you something to reference when you call the utility, but you still need to set up a formal payment plan or get into an information program. Call the utility after you pay and tell them what you sent — ask them to explore it toward a plan.
Can I get my power back on the same day it is shut off?
Some utilities will reconnect the same day if you pay the reconnection fee plus a portion of the bill before a certain time (often 2 or 3 p.m.). Call the utility and ask what time cutoff applies and what amount they need. After hours, reconnection usually takes 24 to 48 hours.