Disconnection and Reconnection: What to Know

Nobody Wants to Think About This, but You Should Know

Having your electricity disconnected is stressful. But understanding the rules, your rights, and the reconnection process can make a bad situation much more manageable. Texas has strong consumer protections around disconnection, and knowing them puts you in control.

When a Provider Can Disconnect Your Service

Your electricity provider can request disconnection for a few specific reasons:

Non-payment. This is the most common reason. If you fall behind on your bill and do not respond to notices, your provider can eventually request disconnection through your TDU.

Unauthorized connection or meter tampering. If someone bypasses the meter or reconnects service without authorization, the TDU can disconnect immediately.

Dangerous condition. If there is a safety hazard at your property, like damaged wiring, the TDU can disconnect to prevent injury or fire.

For non-payment, the timeline has built-in protections. Your provider must follow a specific process before the lights go out.

The Disconnection Timeline

Step 1: Your bill is past due. After the due date passes, a late fee is added. This is typically $10-$25.

Step 2: Late payment notice. Your provider sends a notice that your account is past due. This is your first warning.

Step 3: Disconnection notice. If you still have not paid, your provider sends a formal disconnection notice. This notice must give you at least 10 days to pay. It must include the amount owed, the disconnection date, and information about payment plans and assistance programs.

Step 4: Disconnection. If the balance is not paid or a payment arrangement is not made by the disconnection date, your provider requests the TDU to disconnect your service.

The entire process from missed payment to disconnection typically takes 30-45 days. That gives you time to act.

Your Rights During the Process

Texas law gives you several protections:

No disconnection on weekends or holidays. Your service cannot be cut off on a Saturday, Sunday, or state holiday. This ensures you can reach your provider on the next business day.

No disconnection during extreme weather. Providers cannot disconnect residential customers when the National Weather Service issues a heat advisory or when temperatures are forecast to exceed 103 degrees. The same protection applies during extreme cold below 32 degrees. These rules exist because losing power during extreme heat or cold can be life-threatening.

Right to a payment plan. Before disconnection, you have the right to request a deferred payment plan. Providers are required to offer one if you are eligible. This lets you spread the overdue balance over several months while keeping your service active.

Medical protections. If someone in your household depends on electrically powered medical equipment, you may qualify for additional protections. Contact your provider and provide documentation from your doctor. This can delay disconnection while you arrange payment.

Right to dispute. If you believe your bill is wrong, you can dispute it. While a dispute is being investigated, your provider cannot disconnect your service for the disputed amount.

How to Get Reconnected

If your service has been disconnected, here is what to do:

Pay the outstanding balance. You need to pay the full past-due amount plus any late fees and the reconnection fee. If you cannot pay the full amount, call your provider to ask about a partial payment arrangement.

Pay the reconnection fee. This is typically $25-$50. If you have a smart meter, reconnection can sometimes be done remotely at a lower cost. If a technician needs to visit your property, the fee is higher.

Request reconnection. Contact your provider by phone or online. Once payment is processed, they submit a reconnection request to your TDU.

Wait for reconnection. In most cases, service is restored within 1-2 business days. Smart meter reconnections can be faster, sometimes within hours. If you pay before noon on a business day, same-day reconnection is often possible.

Preventing Disconnection

The best approach is to act before it gets to the disconnection stage.

Communicate early. If you know you cannot pay your bill, call your provider before the due date. Most will work with you to set up a payment plan, waive late fees, or connect you with assistance programs.

Apply for assistance. Programs like LIHEAP (Low Income Home Energy Assistance Program) and your provider’s own hardship programs can help cover overdue balances. Dial 211 to find local assistance programs in your area.

Switch to a plan you can afford. If your current plan is too expensive, shop for a cheaper one. Switching providers does not erase your debt to the old provider, but a lower-cost plan reduces the chance of falling behind again.