I Need Help Paying My Utility Bills
Preventing a shutoff is usually easier than restoring service after it’s been disconnected.
Call the Utility First
Only the utility can confirm what has to happen to keep the service on.
“I have a shutoff notice for [date]. What must happen to keep the service on, and what’s the deadline?”
Ask what’s available: a payment plan, an extension, a partial payment that stops the shutoff, or a hardship or medical program.
Get the amount, deadline, and any shutoff hold in writing.
If they won’t put it in writing, write down the date, the name of the person you spoke with, and what they agreed to.
If the account is in someone else’s name, ask the utility who’s allowed to act on it.
For a water bill, call the water provider first and ask 211 what water assistance exists locally.
If Someone Has a Medical Need
Tell the utility immediately if someone depends on electricity, heat, cooling, water, or powered medical equipment.
“Someone in this home has a medical need that depends on this utility. What medical-protection or emergency-review process is available?”
Ask whether a form from the clinician is needed and how soon it has to be returned. Then ask the clinician’s office to send it.
Medical protections vary by state and utility. They may delay a shutoff without eliminating the amount owed.
If Service Is Already Off
If someone may be medically unsafe, contact the clinician, hospice team, or medical-equipment provider and ask what backup plan is needed now.
If refrigerated medication is affected, call the pharmacist or prescribing clinician. Don’t guess based on how the medication looks.
If the home is becoming dangerously hot or cold, call 211 and ask about cooling or warming centers. Don’t wait until someone is sick.
Start Outside Help at the Same Time
Don’t wait for one route to finish before starting another.
Call 211 for local utility assistance and ask where to apply for LIHEAP ↗ or other energy help.
Ask:
“Are you accepting applications now, and can you send payment or a pledge before the shutoff date?”
LIHEAP may help with heating, cooling, electric bills, or an energy crisis, depending on where you live. Eligibility, covered costs, and how you apply vary by state, territory, or Tribe.
You shouldn’t have to pay someone to get connected to public energy assistance. If someone asks for a fee to access LIHEAP or another government energy-assistance program, stop and verify it through the official program.
Before you rely on the hold, confirm with the utility that the shutoff is actually paused, and know the next deadline.
For phone or internet service, see I Need a Working Phone or Internet Connection →
If the Bill or Shutoff Looks Wrong
Ask the utility for its complaint or escalation process.
If the utility is regulated, ask your state public utility commission whether you can file a complaint and what consumer protections may apply.
A complaint doesn’t automatically stop a shutoff.
Helpful Resources
Find local utility assistance, Community Action Agencies, cooling or warming centers, and available water help. Also dial 211.
Government programs that may help with energy, phone, and internet bills, including links to LIHEAP, weatherization, and help after utility disconnection.
Find your state’s utility regulatory commission and consumer-advocacy resources.