Getting Help with Utility Shutoffs in Virginia
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Getting a shutoff notice is stressful, but there are things you can do. Virginia law puts limits on when and how utilities can disconnect your service. This page explains those protections and what steps to take if your utilities have already been shut off.
I received a shutoff notice. What should I do?
If you can pay your full balance, do that right away. If you can only pay part of it, contact your utility immediately. Ask what programs or payment arrangements they can offer you.
Virginia law says a utility cannot disconnect your service until your account is 60 days past due. After each missed payment, the utility must try to contact you and offer information about bill payment assistance, payment plans, and other options.
Before disconnecting your service, the utility must send you a written notice. That notice must include the disconnection date, the amount you owe, and information about payment plans and assistance programs. The notice must be available in both English and Spanish.
In Virginia, your utility cannot disconnect your service on Fridays, weekends, state holidays, or the day before a state holiday.
Can my heat or electricity be shut off during extreme cold or heat?
Virginia law says utilities cannot shut off your service during extreme heat or cold. The rules are a little different depending on whether you have electric, gas, or water service.
- Electric utilities cannot disconnect service for nonpayment if the forecasted low temperature is at or below 32 degrees Fahrenheit, or if the forecasted high temperature is at or above 92 degrees Fahrenheit, within 24 hours of the scheduled disconnection.
- Gas utilities cannot disconnect service for nonpayment if the forecasted low temperature is at or below 32 degrees Fahrenheit within 24 hours of the scheduled disconnection.
- Water companies cannot disconnect service for nonpayment if the forecasted high temperature is at or above 92 degrees Fahrenheit within 24 hours of the scheduled disconnection.
Are there extra protections for seniors, people with disabilities, or households with medical needs?
Yes. If someone in your household has a serious medical condition and needs power for medical reasons, most utilities, like Dominion, Appalachian Power, and Columbia Gas, have a process to temporarily delay a shutoff for nonpayment.
To use this protection, a doctor or nurse practitioner must complete a form and send it to the utility company. This only provides a temporary delay. You will still owe the balance on your account. The completed form is valid for 12 months. After that, you must recertify your medical condition to keep the protection in place.
Visit your utility’s website and look for the medical certification section:
My utilities have already been shut off. How do I get reconnected?
Unfortunately, the fastest way to get reconnected is to pay your entire past-due balance.
In some cases, there might be a chance you can pay a smaller amount to get reconnected, but you will need to contact your utility directly to ask about this. They might grant you this, especially if you have not been late before.
The utility may also require a reconnection fee and possibly a security deposit on top of what you already owe. However, your utility cannot require a deposit of more than 25% of your past-due balance in order to restore your service.
In most cases, reconnection is very difficult if you cannot pay your full balance. You may need to gather money from assistance programs, charities, family, or friends to cover the full amount. This is why it is so important to contact your utility as soon as you start struggling. There are many more options available to prevent a disconnection than to restore service after one.
Can I just open a new account to get service back?
It is unlikely that you will be able to open a new account at a new address in your name with the same utility until your past-due balance has been paid. Utilities require proof of residency and information about all household members to prevent someone from using another person's information to start new service.
If you try to start new service using another household member's information, this could give the utility company a reason to deny you service permanently, depending on their terms of service.
Once your account is closed, the utility may also take you to court for the remaining balance after a certain period of time. If you try to get new service in the same territory in the future, you will be required to pay everything that was owed, plus interest, reconnection fees, and a security deposit.
Read more: Dealing with debt collectors, lawsuits, and judgments in Virginia
Where can I get free legal help in Virginia?
If you need a lawyer but cannot afford one, free help may be available. Call 866-LEGLAID (866-534-5243) or visit virginialawhelp.org/get-legal-help to find a legal aid office near you.