Having your electricity disconnected is stressful, especially when it happens unexpectedly. Whether it is due to a missed payment, a billing error, or your provider leaving the market, knowing what to do and what rights you have can help you get the lights back on as quickly as possible.
Common Reasons for Disconnection
The most common reason for power disconnection is non-payment. If you fall behind on your electricity bill, your provider will typically send multiple notices before disconnecting service. In Texas, providers must give you at least 10 days' written notice before disconnecting for non-payment, and they cannot disconnect on days when the temperature is forecast to reach 100 degrees or higher, or below 32 degrees.
Other reasons include your provider exiting the market (which happened to several smaller companies in recent years), a move-out where service was not transferred, or in rare cases, meter tampering or fraud. Whatever the cause, the steps to get reconnected are similar.
Step 1: Find Out Why You Were Disconnected
Contact your electricity provider immediately to confirm the reason for disconnection. If it was due to non-payment, ask for the exact amount owed and any reconnection fees. If you believe there is a billing error or you were not given proper notice, say so clearly. Providers are required to investigate disputes, and in some cases, they must restore service while the dispute is being resolved.
Step 2: Pay the Outstanding Balance
If the disconnection was due to non-payment, the fastest way to get reconnected is to pay the past-due amount plus any required reconnection fees. Many providers accept payment by phone, online, or at authorized payment centers. Some offer payment plans or hardship programs that can help you catch up over time.
If you are struggling to pay, ask about deferred payment arrangements. In Texas, the PUCT requires providers to offer deferred payment plans to residential customers who are behind on their bills. You may also qualify for assistance programs like LIHEAP (Low Income Home Energy Assistance Program), which provides grants to help with energy bills.
Step 3: Request Reconnection
Once payment is made, request reconnection. In most cases, service will be restored within one to two business days. If there is an urgent need, such as a medical emergency or extreme weather, let your provider know. Some utilities offer priority reconnection in these situations.
If your provider has left the market and you were moved to a Provider of Last Resort (POLR), you can and should shop for a new plan right away. POLR rates are typically much higher than what you would find on the open market, so switching to a competitive plan as soon as possible will save you money.
Know Your Rights
Electricity customers in deregulated markets have important protections. In Texas, your provider cannot disconnect your service on weekends or holidays, or during an extreme weather emergency. They must provide written notice and give you a chance to pay or dispute the charge before cutting power. If you have a medical condition that requires electricity for life-support equipment, you can apply for critical care or chronic condition status, which adds additional protections against disconnection.
Prevent Future Disconnections
The best defense is staying ahead of your bill. Set up autopay or payment reminders so you never miss a due date. Review your plan to make sure it still fits your budget. If your current rate feels too high, compare plans to see if a better option exists. Prepaid electricity plans are another option since they have no monthly bill to miss, though they require you to keep a balance loaded on your account. WattKarma can help you find a plan that keeps your electricity affordable and your service uninterrupted.