How to Stop a Utility Shutoff

A disconnection notice arrives with a date on it, and it reads like a demand for the whole balance by that day. It is a deadline for acting, not only for paying. The levers sit with the utility, a federal program, and the state commission, and none appear on the notice.

Call the utility before the date on the notice

The Electric Customers' Bill of Rights from the Public Utilities Commission of Ohio says the commission requires electric companies to offer residential customers payment plans, naming the 1/3, 1/6 and 1/9 extended payment plans and budget payment plans, and to contact the company before the bill is due. Other states use other labels, deferred payment agreement and level billing among them, so ask by description. The page also says a company sends a 14 day notice before disconnecting.

Ask for LIHEAP crisis assistance

The LIHEAP program page at the Administration for Children and Families says the funds can help with preventing shutoffs and reconnecting services. The LIHEAP office search tool calls crisis assistance priority help for households without, or in danger of being without, heating or cooling, and searches by state, territory, or tribe. The USA.gov guide to energy bill help runs the same route, and a separate guide covers applying for LIHEAP.

Look up your own state's disconnection rules

Protections are set by the state commission, not the utility. The clearinghouse keeps a state by state summary of disconnect policies. As of September 2026 it counts 42 states with cold weather protections, 21 with hot weather protections, and 44 covering vulnerable populations, then gives each state's criteria: Pennsylvania from December 1 to March 31 for customers at or below 250 percent of the federal poverty level, Rhode Island from November 1 to April 15 for households with an infant under 2 or an elderly or seriously ill member. It adds that the policies generally cover regulated utilities only, and do not reduce past due amounts.

Ask whether a medical certification applies

The 30 day medical certificate page says Ohio residential customers may obtain one when disconnection would be especially dangerous to the health of a permanent resident, that it holds 30 calendar days, that a licensed medical professional completes it, and that it may be used no more than three times in 12 months.

File a complaint with the state commission

The disconnect summary lists a phone number, website, and complaint form for each state commission, and says to try the utility first. The Ohio page describes an informal complaint through the call center, then a formal complaint a residential customer may file alone.

If the power is already off. The Ohio page says a customer may also have to pay a security deposit and a reconnection fee before service is restored, which makes the earlier call cheaper. The certificate page gives 21 days from the disconnect date to use one.

If anyone asks for a fee to apply. The LIHEAP program page states the program does not charge a fee for receiving a benefit, and points anyone asked for a fee to the HHS fraud hotline at 1-800-447-8477.

Sources. LIHEAP program page, LIHEAP office search tool, Disconnect policies by state, Energy bill help, USA.gov, Electric Customers' Bill of Rights, PUCO, 30-Day Medical Certificate, PUCO.