A Message to our Customers on COVID-19
The health and well-being of our customers, business partners and employees is our top priority. As the situation continues to evolve, we are committed to being responsive to the needs of our employees, customers and associates.
Online Self-Service Tools
Call wait times may be longer than usual, so we encourage you to take advantage of our online tools. Log in to your account to view bills, make payments, enroll in AutoPay or update your payment method.
Residential Customers in Texas and Georgia Receiving a Constellation Bill:
We encourage customers who need assistance to reach out to discuss so we can work to find a solution for you. Should you need additional assistance, please contact us.
Residential Customers in Connecticut:
If you request financial assistance to pay your electricity bill, you will be eligible for a COVID-19 Payment Program based on a recent order of the Connecticut Public Utilities Regulatory Authority. This Payment Program will be administered through us or your local utility, depending on who bills you for your electricity supply service. No initial or down payment will be required, and payments may be spread over as many as 24 months with no additional fees or interest charges. Please contact us if you are interested in more information.
All Other Residential Customers:
Outside of Texas and Georgia, residential accounts are billed by the utility and therefore we cannot provide information on bill payment policies. Please contact your local utility for up-to-date payment policies and assistance programs.
We’ve compiled answers to our most frequently asked questions related to COVID-19.
Q: I’m a customer in Texas or Georgia. Will my energy be turned off if I can’t pay my bill?
A: Your service will not be interrupted. We have stopped all disconnects and suspended new late fees until May 1, 2020.
Q: I’m a customer in Texas or Georgia and have been directly impacted by COVID-19. What options to do I have to defer payments?
A: We are offering deferred payment plans to impacted customers. Contact our customer care team to request arrangements.
Q: I’m a home services customer and need a service call. Are you scheduling new appointments at this time?
A: Yes, as an essential services business, we are continuing to schedule new appointments for repairs to covered air conditioning, heating, water heater or electrical systems. Schedule an appointment by calling 844-823-4663 (Texas customers) or 844-315-4663 (Georgia customers). You can also schedule an appointment online.
For more information on our enhanced safety procedures, view the update on our home services website.
Q: I’m a home services customer. What are you doing to protect customers and field employees during service calls?
A: As we continue to provide essential services to our customers, we are taking additional steps to protect our customers and employees. One way you can help is by letting us know if there is someone in your home experiencing illness when scheduling your service call.
Additionally, our employees are practicing enhanced cleanliness protocols, social distancing (no handshakes or high-fives), utilizing personal protective equipment as needed, and staying informed with the latest information from the CDC. For complete information, view the update on our home services website.
Q: I’m a customer in AGL, and I need to schedule a reconnect or turn on appointment. What are you doing to protect customers and field employees during service calls?
A: When scheduling your appointment, our customer care representative will ask if anyone in your home is being treated for coronavirus or if they are experiencing any symptoms. If possible, we will proceed with scheduling the appointment, and our field service representative will maintain social distance and take precautionary actions so you can feel comfortable allowing them into your home. If anyone in your home is experiencing illness, we will follow up within 24-48 hours with an alternate course of action.
Small Businesses Customers
There may be instances where our small business customers may find themselves facing financial difficulties due to the COVID-19 pandemic, and we are here to help. Contact our customer care team at 844-636-3749 so we can work with you to review your options.