How long will the disconnection suspension last?

The suspension on disconnections is a temporary measure to provide short-term relief for customers. AEP Ohio will resume disconnections for past due customer accounts in September, upon approval from the PUCO.

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 is over in September. Community action agencies also need disconnection notices to process and provide social service assistance.

What happens when the suspension expires in September?

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.

How is AEP Ohio protecting its employees?

We have taken significant steps to keep our employees healthy and ensure we can still serve our customers. Our line workers and other employees critical to maintaining service are working in smaller teams, adjusting work schedules, practicing social distancing, monitoring themselves for any symptoms and taking other prevention measures recommended by the CDC. All employees who can are working from home to help prevent the spread of the virus.

How are AEP Ohio’s employees handling in-person interactions?

The health and safety of our customers, crews and communities are our top priorities. As part of our efforts to reduce the spread of COVID-19, we have limited face-to-face meetings with customers. As Ohio, reopens our line and tree crews are resuming knocking on customers’ doors if we need to get in touch while completing work. Rest assured, we’ll continue to follow appropriate safety guidelines. We ask customers to continue to keep physical distance for your safety and ours.

Is AEP Ohio prepared for this ongoing crisis?

AEP understands the critical nature of the services we provide and is committed to the health and safety of our customers, communities and employees. We prepare for all types of emergencies, but have updated our plans for the COVID-19 pandemic. We are closely monitoring the situation and don’t anticipate COVID-19 will disrupt our ability to provide electric service for our customers.

21 responses to “COVID-19: FAQs

  1. I posted a payment on 3/28 that is pending because I thought my service would be disconnected. Now I realize that it won’t be yet, but I can’t seem to cancel the payment. My wife is not working currently because she is a non essential employee and we really can’t afford this until I get my next paycheck on 4/10.

  2. Keep up the good work!! It makes me feel more secure to know that AEP is on top of this pandemic! And I hope that all AEP workers stay healthy and secure as well. Thank you all!

    1. Hi Denise. I am not sure what happened here but we are more than happy to take a look and help. Please give us a call at (800) 672-2231 or contact us on Facebook or Twitter.

    1. Hey Jaquan. If you have questions about the PIPP plan you should call (855) 654-7477 or go to AEPOhio.com/account/bills/assistance. You can also call us at (800) 672-2231.

    1. Hi Brian. Have you logged into your account online to make sure your personal info is up to date? If so then please give us a call right away at 800-672-2231. Thanks for writing.

    1. Hi Jeffrey. It’s a good question but unfortunately we don’t have an answer just yet. Because of the changing nature of the pandemic we don’t know when disconnections will resume but hope to have a timeline shortly. Thank you for checking in.

  3. How do I update the size of my home?
    I just finished my home remodeling and increased the size of my home from 1,540 to 1,960 sqft.

    1. Hello Ely! Thanks for asking. Updating your square footage will help us deliver you more accurate energy reports. Go to:
      http://www.aepohio.com/homeenergyreports
      On the first screen that comes up you have two options:
      1. Scroll to the bottom and click the link “your home” in the annual breakdown box – then update your responses from there.
      2. Or, select “Ways to Save” / “Home Energy Analysis”. Once you’re on that screen, you can select the link “information you provided about your home” to update your question.
      If you haven’t answered all of the questions yet, you can just follow step one and there will be a call to action button asking you to update your home information.
      Hope this information helps. We’re glad you’re taking advantage of the energy reports!

  4. Try to reinstall aep it your power app and it’s say that my phone is not compatible and I’ve had this app on my phone before but I uninstalled it and was trying to reinstall it but now it won’t do it

    1. Hi Shakara. If you anticipate having any trouble paying your bill, we ask that you please call us right away at 800-672-2231. Thanks.

    1. Thanks for your message, Prem. Give us a call at 800-672-2231 and we can take a closer look at your account. You may also want to check out this info about how to save money on your electric bill: aepohio.com/save/residential/learn/LowNoCostTips.aspx

  5. Is your app down been trying to pay the electric bill over the app and it keeps saying sorry app don’t working at the moment and if so how long til its back up and running

    1. Thanks for writing, Norma. Yes, we are aware of issues with making payments via the app. Our support team is currently working on a fix. Sorry for any inconvenience this may be causing.

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