We understand that many of our customers may be experiencing financial hardship due to COVID-19.

If you anticipate problems paying your electric bill, please contact us so we can work together on a plan:

How long will the disconnection suspension last?

The suspension on disconnections was a temporary measure to provide short-term relief for customers. As part of our return to standard business operations, service disconnections for past due customer accounts will resume in September. No disconnects will occur before September 14. Please refer to your September bill for a potential disconnect date on your individual account.

Will customers have to pay for electric service used during the emergency?

Yes, customers are still responsible for all billed electricity. We urge customers to make every effort to keep their accounts current during the period when disconnections are suspended. If you anticipate problems paying your electric bill, please contact us to discuss payment options. We will work with you to set up payment arrangements and make appropriate accommodations. Keeping up with payment arrangements will ensure you remain in good standing and will remain connected once normal operations resume in September.

Why am I still receiving disconnect notices?

If you would normally be subject to disconnection, you may still receive disconnect notices even during the suspension. The notices are to inform you that a balance is due and will stress the importance of contacting us to work out payment arrangements. Keeping up to date on payment arrangements will allow you to maintain service when the suspension on disconnects expires in September. Community action agencies also need disconnection notices to process and provide social service assistance.

What happens when the suspension is over?

If you have made and kept up with payment arrangements, you will be considered to be “in good standing.” If you did not make, or did not keep current with payment arrangements and were subject to disconnection prior to the suspension, you will be subject to disconnection after the suspension is lifted in September. Our goal is to have no customer disconnected, and we will work with you to set up payment plans. Please contact us to find a solution.

How will I know if my service is going to be disconnected?

Customers facing possible disconnection will be notified in July and August through bill notices and targeted messages. September bills will include a disconnection notice that outlines minimum payment amounts and possible disconnection dates.

What payment options are available to customers?

For residential, commercial and industrial customers dealing with financial hardships, AEP Ohio is offering extended payment arrangements, and waiving deposit requirements. In order to qualify for payment arrangements, customers must pay a portion of their unpaid balance, and the remaining balance will be added to future bills. Deposit requirements will be temporarily waived for payments missed between March and July 2020.

38 responses to “COVID-19: Disconnection Suspension FAQs

  1. I just wanted to say Thank you for what you guys done for me and my family .I am so glad I got a fast response from you guys . It brought tears to my eyes wondering how I was going to keep my power on I am so glad I got the chance to be heard it is a whole lot of relief off of me not having to come up with so much money to get back on Pip I was able to make my payment today and still be able to put food on the table for my children Thank you again

      1. I am very thankful for the consideration of not disconnecting in this hard time. I am struggling to keep up with my rent and other bills and am very appreciative of the help you can offer. I will need help to get current with my bill. Any suggestions you can offer me will be extremely helpful.

        1. Hey Steve. Sorry to hear you are having difficulties. If you go to AEPOhio.com/assistance you will find lots of information on the programs we offer for helping paying bills.

    1. Hi Stacy. I’m very sorry to hear you were laid off. It’s definitely a tough time for a lot of our customers. If you need help please call us right away at (800) 672-2231.

  2. I have been out of work since the end of Jan. Have been hired for new job. But can not start until this lock down ends. I will do my best at catching this acct. Up as soon as possible.

  3. I heard on the news tonight that for the people who are able go pay their bills that they will have an increase of about 33 cents 3/29/2020. Is this per bill, pier kilowatt. please explain

    1. Hey Rhonda. I asked about this and we looked into it but we’re not familiar with what you mention. Please give us a call at (800) 672-2231 or reach out to us on Facebook and Twitter and maybe you can explain a little more about your question. Thanks.

    1. Hi Brandy. Give us a call at (800) 672-2231 if you want to talk about payment options. Since you’re on the PIPP plan you can also call (855) 654-7477 or go to AEPOhio.com/account/bills/assistance.

    1. We’ve temporarily suspended disconnections for non-payment but are urging customers to make every effort to keep their accounts current during this period.

  4. Are the suspension on disconnect still in effect? I am on pipp plan am I eligible for heap? I believe our heap office is closed due to the the coronavirus.

    1. Hi Sherry. Yes, the suspension on disconnections is still in effect. You can call us (800-672-2231) to review your plan or contact PIPP Assistance: (855) 654-7477 or AEPOhio.com/account/bills/assistance.

  5. I am happy to see and appreciate disconnections being temp suspended. My question is if you had a disconnection notice before the temp suspension, will we be notified that the temp suspension of disconnects is over before our service is actually being disconnected?

    1. Hi Doris,
      Please give us a call at 1-800-672-2231 so that a customer service representative could check out your specific account and answer your question. Thank you.

    1. Pammie, we have temporarily suspended disconnections for nonpayment because of the coronavirus pandemic. If you expect to have trouble paying your bill, though, we recommend that you call us as soon as possible at 800-672-2231 so we can work out a plan.

    1. Marcelina, please call us right away or reach out to us on Facebook or Twitter. We will take a look your account and talk about what we can do. I hope you’re doing OK.

    1. Hi Cortez. Unfortunately, because of the evolving nature of this pandemic and the uncertainty around its impact, we don’t know yet when disconnections will resume.

  6. Just looking for an update on disconnection notices. Our account is almost caught up, now that we are receiving unemployment, finally. However, our disconnection notice is dated for today and we still need another $250 to get us caught up. I won’t have that until next week. I’m scared and anxious.

    1. Hi Dena. It can be a scary time for sure, so I hope you and your family are doing OK. As you may know, we have temporarily suspended disconnections for non-payment. If you have any questions about the status of your account, please give us a call or contact us via Facebook or Twitter.

  7. All the y’all shut the fuck up all of this just look fake as hell. They clearly just said they are not disconnecting no one’s shit so how all y’all get something talking bout your shirt bout to get disconnected 😂😂😂 fuck outta here.

  8. I know this is an automatic response thing because all that’s said is call we’ll talk about your account but then you call to ask for help and they can’t help you, it’s ridiculous because if AEP wanted they could give everyone an extension or at least put us on any kind of plan so no one and I mean no one is turned away…..so up at the top it say no one will be disconnected before September 14, 2020??? It’s either a yes or no……..thank you but I’ve talked to everyone and their brother and I can’t get any help, extensions but at least I might have until the 14th to hot the lottery, maybe find the money or just get turned off but not before September 14, 2020, right…

  9. I know they are starting disconnection back up on Sept…however…is it the disconnect date on the bill or can it be anytime in Sept they come to disconnect? I am behind and it states that they will start disconnecting in Sept but my bill states disconnect on Sept 16th if not paid before then. Can you clear this up please?

    1. Hi Brent. Unfortunately, I am unable to provide that info without looking at your account. If you call us at 800-672-2231 or send us a message via Facebook or Twitter, we will be able to get you a precise date.

  10. I’m currently on pipp, way behind on prior bills and could be disconnected at any moment. I have 200 cash and my bill is 384$. Is my winter help available now? If so can they apply that to my bill and stop the disconnect?

    1. I’m so sorry, I am unable to access your account from here so you’ll need to either send us a message on Facebook or Twitter or call us right away at 800-672-2231. We should be able to take a closer look at your situation and look at ways to help. Thank you for writing and good luck.

  11. They don’t seem to care about us I got my elc shut off on sep 14th and I can’t find no one to help me with it and I asked to be out on a plan and still no help from AEP but all your comments say you can help stop lieing to us

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