Customer Care: Frequently Asked Questions

The following circumstances will delay the disconnection of utility services:

Winter:

When the forecast temperature is below 32°F for a 24-hour period beginning at 8 AM on the date of the scheduled service disconnection.

Summer:

If prior to 8 AM on the date of the scheduled disconnection, a Heat Advisory or Excessive Heat Warning is in effect or is forecasted to be in effect by the National Weather Service.

Serious Illness:

A serious illness that would be aggravated by the disconnection provided the customer notifies Customer Care or the East Point Fire Department of this condition in writing, and provides a written statement from a physician.

Disconnection for Multi-Family Dwellings:

The Department of Planning and Community Development is required to provide at least two (2) days written notice prior to any proposed utility disconnection to tenants of multi-family dwellings where the landlord is responsible for payment of utility services posted conspicuously on the premises when personal service cannot be made.

A payment plan may be granted every six (6) months at the discretion of  Customer Care and if there is not an existing payment plan in place. A payment arrangement may be granted up to three (3) times a year.

No, you must visit the Customer Care Department to re-establish service.
Upon Receipt, service will be restored before the next business day.

No, payments for reconnections are only accepted during our normal business hours of Monday through Friday, between the hours of 8 AM and 4:30 PM.

Applicants must apply in person and provide the required documents. A deposit is required at the time of application, which may vary based on the customer’s credit score, as determined by a credit check.

Yes, budget billing is an option for customers in good standing, and this program offers a set payment amount each month.

Listed below are several reasons why utility services can be disconnected:

  • Failure to pay a bill within 45 days from the statement date.
  • Upon customer request.
  • When service to the customer constitutes an immediate hazard to persons or property.
  • By order of the court, or any other authorized public agency.

An account that becomes delinquent, while on the budget billing program, will be removed.

Notify the Customer Care Department, as soon as possible, so the situation can be rectified if your utility services have been disconnected in error.

Open enrollment for budget billing is year round.

No, if a bill is not paid services will be interrupted regardless of financial or medical situations. However, consideration is given to temporarily delay service interruption for certain qualifying life support equipment and customers who are experiencing a hardship.