What to Do Right After You Get a Utility Shutoff Notice

You have time to act, but not much

A shutoff notice means your utility company is warning you that service will stop on a specific date — usually 10 to 30 days away, depending on your state and the utility. The notice itself is not the shutoff; it is the last step before one happens. That gap is your window to contact the utility, work out a payment plan, or find emergency assistance before the power or water actually stops.

The first thing to do is call the utility company's customer service number on the notice itself. Tell them you received the shutoff notice and ask what payment or arrangement would stop the disconnection. Many utilities will pause a shutoff if you make a partial payment, set up a payment plan, or show proof that you have applied for bill assistance. Do this before the shutoff date listed on the notice.

Key Takeaways

• Call your utility company on the number printed on the shutoff notice within a few days of receiving it — waiting until the shutoff date means you may lose service before they can process your request.
• Ask specifically whether a partial payment, a payment plan, or proof of a pending assistance application will stop the shutoff.
• Contact your local 211 service or your state's utility assistance program to find emergency bill help while you are on the phone with the utility.
• If you have a medical condition that depends on electricity or water, tell the utility company — many states prohibit shutoffs for households with life-sustaining equipment.
• Keep the shutoff notice, all payment records, and any correspondence with the utility in case you need to dispute the shutoff later.

Call the utility company before the shutoff date

The utility's customer service line is on the notice. Call during business hours and have your account number ready. Explain that you received a shutoff notice and ask what options exist to prevent disconnection. Do not wait until the day before the shutoff date — utility companies process requests during business hours, and a request made on a Friday afternoon may not be reviewed until Monday.

Ask these specific questions: Will a partial payment stop the shutoff? Can you set up a payment plan? Will the company pause the shutoff if you show proof that you have applied for emergency assistance? Some utilities will hold off for 30 days if you can document that you are waiting for a decision on a bill assistance program. Write down the name of the person you speak with, the date and time of the call, and what they told you.

Find emergency utility assistance in your area

Most states and many cities run programs that pay utility bills for households with low income or recent hardship. These programs move faster if you call them the same day you call the utility. Start by dialing 211 from any phone — this is a free referral service that connects you to local assistance programs. Tell them you have a shutoff notice and ask what utility bill help is available in your area.

If 211 does not answer immediately, search online for "[your state] utility assistance program" or "[your city] emergency utility help." Many programs have online portals where you can check whether funds are currently open before you spend time on an application. Some programs require you to apply through a community action agency or a nonprofit — 211 will tell you which one handles your area. Have your utility account number, a recent bill, and proof of income ready when you call.

Report medical necessity if equipment depends on power or water

If anyone in your household uses a medical device that requires electricity — a ventilator, oxygen concentrator, dialysis machine, or refrigerated medication — tell the utility company immediately. Most states have rules that prohibit shutoffs for households with life-sustaining equipment. You will usually need to provide a letter from a doctor stating that the equipment is medically necessary.

Call the utility's customer service line again and ask to speak with someone who handles medical necessity cases. Some utilities have a separate department for this. Ask what documentation they need and how quickly they can process it. If you do not have a letter from your doctor yet, call your doctor's office and explain the situation — many offices can fax a letter the same day. Keep a copy of any medical documentation you send to the utility.

Understand payment plans and partial payments

If the utility offers a payment plan, ask how much the monthly payment would be and whether it includes the amount you currently owe plus future bills. Some plans require you to pay a portion of the arrears immediately and spread the rest over several months. Others allow you to pay only future bills while the old debt stays separate. Ask whether missing one payment triggers another shutoff notice.

A partial payment — even $50 or $100 — sometimes stops a shutoff because it shows good faith and gives the utility reason to believe you are working on the problem. Ask the utility whether a partial payment will pause the shutoff date while you wait for assistance to come through. If you do make a partial payment, ask for written confirmation of the new shutoff date (if one exists) and keep that confirmation.

What to do if the shutoff happens anyway

If your service is shut off despite your efforts, call the utility company immediately and ask what is required to restore service. Most utilities charge a reconnection fee on top of the bill balance — this fee varies widely but often ranges from $50 to $200. Ask whether the fee can be waived if you pay the full bill balance or if you show proof of a pending assistance application.

If you believe the shutoff was illegal — for example, if you have a medical necessity case that was not processed, or if the utility did not follow your state's notice requirements — contact your state's Public Utilities Commission or Public Service Commission. These agencies investigate complaints against utilities and can sometimes order reconnection. Search online for "[your state] Public Utilities Commission" to find the right office and file a complaint.

Keep records of everything

From the moment you receive the shutoff notice, save every piece of paper: the notice itself, your utility bills, payment confirmations, notes from phone calls, emails to the utility company, and any correspondence about assistance applications. If a dispute arises later — for example, if the utility says you did not make a payment you know you made — these records are your proof.

Create a simple timeline: the date you received the notice, the date you called the utility and who you spoke with, the date you applied for assistance, and the date service was shut off or restored. If you need to file a complaint with your state's utility commission or take legal action, this timeline will be essential.

Frequently Asked Questions

How long do I have after receiving a shutoff notice?

Most states require utilities to give 10 to 30 days' notice before shutoff, but the exact timeline depends on your state and utility. The notice will say the specific shutoff date. Do not assume you have time — call the utility within two or three days of receiving the notice to confirm the date and discuss options.

Will a payment plan stop the shutoff?

Usually yes, if you agree to the plan before the shutoff date. The utility must document your agreement, so ask them to send you written confirmation of the plan terms, including the monthly payment amount and whether it covers arrears or only future bills.

Can the utility shut off my water if I have children in the home?

Most states do not have blanket protections for households with children, but many prohibit shutoffs during winter months or for households with medical necessity. Check your state's utility shutoff rules by searching "[your state] utility shutoff protections" or by calling your state's Public Utilities Commission.

What if I cannot afford the reconnection fee?

Some utilities waive reconnection fees for customers who are in a payment plan or who show proof of a pending assistance application. Ask the utility directly. If they refuse, contact 211 or your local community action agency — some programs cover reconnection fees as part of their bill assistance.

Can I dispute a shutoff that already happened?

Yes. If you believe the shutoff violated your state's rules — for example, if the utility did not follow proper notice procedures or ignored a medical necessity claim — file a complaint with your state's Public Utilities Commission. You can also contact a legal aid office in your area to discuss whether you have grounds for a dispute.