Appalachian Power's Response to COVID-19
Appalachian Power is committed to the health and safety of our customers, communities and employees. We’re closely monitoring the COVID-19 pandemic and are working with state and local leaders to protect the public, our business partners and our team during this time of unprecedented disruption in our daily lives. While the days ahead may look different than what we’re all used to, the Appalachian Power team has comprehensive plans in place to respond to the unexpected. We’re prepared and will continue providing our customers safe and secure electricity service.
Billing and Financial Hardship
We have temporarily suspended all service disconnections for non-payment. We know our customers are concerned about their families, and ensuring they have reliable electric service allows them to focus on staying healthy and well. 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 view payment assistance information or contact us to discuss payment options.
Frequently Asked Question About Disconnection Suspension
- How long will the disconnection suspension last?
-
Due to the evolving nature of this pandemic and uncertainty around its impacts, we have not determined when service disconnections will resume. The suspension on disconnections is a temporary measure to provide short-term relief for customers. We’re working with our partners at state and local levels to monitor conditions and ensure our actions are meeting the needs of our customers and our communities.
- 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 at 1-800-956-4237 or through our social media channels on Facebook and Twitter. 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.
- 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 over the phone or through Facebook or Twitter to work out payment arrangements. Keeping up to date on payment arrangements will allow you to maintain service when the suspension is over. Community action agencies also need disconnection notices to process 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 and 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. Our goal is to have no customer disconnected, and we will work with you to set up payment plans. Please contact us by phone or through Facebook or Twitter if you have any questions or need assistance.
-
Our team is monitoring guidance from the CDC and taking careful precautions to keep our workforce safe. Employees whose job functions allow them to work from home have been asked to do so until April 6, 2020. Our line crews and other critical employees who interact with the public and are critical to keeping power flowing are being instructed on how to perform their work and minimize exposure to the virus.
Processing Fees Suspended
We are suspending processing fees for residential debit and credit card payments from May 1 through June 30, 2020. That means residential customers can pay their electric bill with a personal debit or credit card online or over the phone with no additional fee.
Get an extension
One Time Payment Extension
One-time Payment Extension gives you a little more time to make your bill payment.
Request an agreement
Extended Payment Agreements
Payment Agreements let you request a monthly plan to pay off your balance in full.
Learn More
Neighbor to Neighbor
Just a small amount a month can help a neighbor in need.
Business Assistance
For most of us, it has not been business as usual. We're here to help you renew and restart, so when your doors swing open you'll stand strong. Our business experts are ready to explain the essentials like payment assistance plans and applying for the relief programs that fit your needs. Find a list of federal assistance programs or call our Business Solutions Center at 1-888-710-4237.
Help is also available for your business through state, local, and other resources.
Workforce Safety
Our team is monitoring guidance from the CDC and taking careful precautions to keep our workforce safe. Employees whose job functions allow them to work from home have been asked to do so. Our line crews and other critical employees who interact with the public and are critical to keeping power flowing are being instructed on how to perform their work and minimize exposure to the virus.
Have Questions? We’re Here.
We continue to monitor the situation and will update customers accordingly. In the meantime, we're ready to answer your questions and address concerns at 1-800-956-4237 and through Facebook and Twitter. Stay safe out there.