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How We’re Helping During COVID-19

Appalachian Power is committed to the health and safety of our customers, communities and employees. During this unprecedented time, we’re working with customers to ensure uninterrupted service.

Billing and Financial Hardship

We know you are concerned about your family, and ensuring you have reliable electric service allows you to focus on staying healthy. We temporarily stopped all service disconnections for non-payment in March 2020, but disconnections for non-payment have resumed for all customers in West Virginia and Tennessee, and for non-residential customers in Virginia. Disconnects will resume for residential customers in Virginia on January 11, 2022. We urge you to make every effort to keep your account current. If you have problems paying your electric bill, please contact us or consider the options on this page.

Frequently Asked Questions About Disconnection Suspension

Service disconnections have resumed for all customers in West Virginia and Tennessee, and for non-residential customers in Virginia. The suspension on disconnections will end for residential customers in Virginia on January 11, 2022. 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.

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.

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.

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.

Payment Assistance

One-time Payment Extension

Get a little more time to pay with a one-time payment extension.

Get an extension

Extended Payment Arrangements

Request a monthly payment plan to pay off your balance in full.

Request arrangement

Neighbor To Neighbor Program

Give a little extra each month to help families in need heat and cool their home.

Learn more

Get Emergency Rental Help

The federal Emergency Rental Assistance Program helps families pay rent and utilities as a result of COVID-19-related hardships. If eligible, and while funds last, you may receive up to 12 months of rent and/or utility assistance, with a possible 3-month extension if needed.

You may be eligible if you rent; and as a result of COVID-19, at least one of your family members meets at least one of the following criteria:

  1. Qualifies for unemployment
  2. Had a reduction in income
  3. Incurred significant costs or hardships

You also must demonstrate risk of losing your home and have income at or lower than 80% of area median income.


Renters in Tennessee can apply through the Tennessee Housing Development Agency.

Apply in TN


Renters in Virginia can apply through the Department of Housing and Community Development.

Apply in VA

West Virginia

Renters in West Virginia can apply for assistance through the Mountaineer Rental Assistance Program.

Apply in WV

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. Call our Business Solutions Center at 1.888.710.4237.

Help is also available for your business through state, local, and other resources.

Download PDF

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.

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