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What to do if…
you receive a utility disconnection or shutoff notice for non-payment

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy USA guide

Short answer

Call the utility right away using a trusted number from your bill or the utility’s official website. Ask what will stop the shutoff today, such as a payment arrangement, an assistance application, or a temporary hold while hardship or medical protection is reviewed.

Do not do these things

  • Don’t pay someone who contacts you with threats and demands immediate payment by gift card, crypto, wire transfer, payment app, barcode, or QR code.
  • Don’t ignore the notice until the shutoff date; options often narrow as the date approaches.
  • Don’t agree to a payment amount you know you can’t maintain.
  • Don’t use unsafe heating or cooking indoors if service is shut off, such as grills, camp stoves, generators indoors, or running a car in a garage.
  • Don’t give Social Security numbers, banking logins, or remote access to your phone or computer to someone who contacted you unexpectedly.

What to do now

  1. Confirm what utility this is and who is responsible for the bill. Is it electric, gas, water, phone, or internet? Is the account in your name, your landlord’s name, or a previous tenant’s name? Write down the account number, the amount they say is needed, and the shutoff date.

  2. Verify the notice is real before you pay. Call the utility using a phone number from a recent bill or the utility’s official website. Ask: “Is my account scheduled for shutoff? What date is listed, and what stops it today?”

  3. Ask for the exact stop-shutoff option they will accept today. Use simple phrases:

    • “I’m requesting a payment arrangement.”
    • “Do you have a hardship option or crisis hold?”
    • “Can you place a temporary hold while I submit assistance or medical paperwork?”

    Write down the agent’s name or ID, the date and time, and what they said.

  4. If someone in the home is higher risk, ask about protections and proof. Mention infants or young children, older adults, serious illness, disability, pregnancy, or medical equipment needs. Some utilities and states allow a medical certification or similar documentation for temporary shutoff protection. Ask what form they require, how to submit it, and whether a hold can be placed while you submit it.

  5. Apply for emergency help now, even if you also set up a payment plan. Ask your utility or local assistance office about LIHEAP, which may help with heating or cooling energy bills and emergency services during an energy crisis. Call 211 or use 211 online to look for local utility-assistance programs, charities, and help with the minimum amount needed to prevent shutoff.

  6. If the notice involves phone or internet service, ask about Lifeline. Lifeline may lower the monthly cost of phone or internet service for eligible households. It may not stop today’s shutoff by itself, but it can reduce the next bill if you qualify.

  7. If you think the bill is wrong, dispute it and escalate quickly. Tell the utility you dispute the bill and ask what evidence they need, such as a meter reading, move-in date, move-out date, leak report, or proof the account is not yours. If you can’t resolve it quickly, ask for the contact details for your state utility regulator or public utilities commission and say it is urgent because a shutoff is scheduled. If the regulator does not cover your water provider, ask for the city, county, or water department complaint route.

  8. Make a simple backup plan in case service stops anyway. Charge phones and battery packs, keep flashlights handy, save key numbers offline, and plan where you can safely go if you rely on refrigerated medication, powered medical devices, heat, cooling, or running water. If you have advance notice of a possible water shutoff, fill a few clean containers for essential use.

What can wait

  • You don’t need to decide today about switching providers, taking a loan, or making big financial changes.
  • You don’t need to solve your whole budget right now; focus on preventing shutoff and protecting essentials.
  • You don’t need to argue every detail on the first call; start by getting a hold, an arrangement, or an assistance application in motion.

Important reassurance

A disconnection notice is serious, but it is also a signal to contact the utility before service stops. Many utilities have ordinary next steps once you reach them, such as payment arrangements, hardship routes, and referrals to local assistance.

Scope note

These are first steps only, meant to reduce immediate risk and buy time. Later decisions about debt, benefits, housing, or disputes may need specialist help.

Important note

This guide provides general information, not legal, financial, medical, therapeutic, or other professional advice. Shutoff rules and protections vary by state, utility type, provider, and household circumstances.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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