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Coronavirus (COVID-19) FAQs
Will OUC’s electric and/or water systems be impacted by the Coronavirus (COVID-19) outbreak?
OUC prepares every day for crisis situations such as the coronavirus (COVID-19) outbreak. The outbreak is not expected to impact the reliable generation and delivery of electricity and water that our customers have come to expect.
How is OUC ensuring its employees well-being during this time?
As the situation around coronavirus (COVID-19) continues to evolve, we’re taking advice from the World Health Organization (WHO) and the Centers for Disease Control and Prevention (CDC), government agencies and implementing extra precautions to minimize risks to our employees and others.
We have limited travel and effectively immediately, we are temporarily suspending non-emergency in-home and in-business visits. Should we need to interact with you or enter your home or business for an emergency, we will practice social distancing for your safety and the safety of our employees.
What if I’m unable to pay my OUC bill during the outbreak?
During this time of uncertainty, we have suspended OUC service disconnections due to nonpayment until further notice. We encourage you to access your myOUC account from home 24/7 to view transactions, check your usage dashboard, and more. If you’re not enrolled in OUC Billing Alerts, follow the steps below to register:
Follow these steps to register for the Alerts program:
- Via text: Text REG to 69682 (myOUC) and reply to the texts from OUC to complete the registration process and subscribe to Alerts. Be sure to have your Account Number and the Zip Code of your mailing address available. You can find your Account Number on your bill. If you are texting from a mobile device associated with the primary phone number on your account, you may not need your Account Number. If you are already registered for OUC Alerts, simply text SUB to 69682 (myOUC) and choose the Billing Alerts you would like to receive.
- Via myOUC: Log into your myOUC account. On the Account Summary page click the Set Preferences link in the Alert Preferences module. On the Manage Preferences page set your preferences in the provided interface.
We know this is a difficult time, and we are committed to serving you. If you’re having difficulty paying your bill, please contact us so we can work with you on a pay plan or self-serve via the automated phone or web. We encourage everyone to stay as current as possible with their payments in order to avoid building up a large balance for later.
How will Power Pass customers be affected?
Power Pass accounts also will be exempt from disconnections due to non-payment until further notice. Again, it’s important to ensure your account payments are kept as current as possible regardless of this temporary disconnection suspension to avoid a large balance true-up when disconnections are activated.
We are committed to working with customers on an individual basis to assist with specific needs.
What if I have an in-person home energy audit scheduled?
For the safety of our employees and customers, we have temporarily suspended in-home energy audits and have replaced them with online and telephone audits, as needed. We encourage customers to take advantage of our online version at www.OUC.com/energyaudit. More energy saving tips can be found on OUConnect.
How can I reach customer service?
Customer service agents will remain available Monday through Friday, from 7 a.m. to 6 p.m. at 407-423-9018 or firstname.lastname@example.org. We appreciate your patience, as we you may encounter unusually high wait times. Start/stop/move requests, outage reporting and bill payments are available online at my.OUC.com.
How should I handle calls or emails requesting immediate payment if I’m told service disconnection is imminent?
Unfortunately, scammers look at every opportunity to take advantage of people. If someone threatens you with disconnection of service or asks for immediate payment over the phone, hang up! And do not click on any links in an email. OUC will never ask for your personal information over the phone or demand payment using money orders or gift cards. Learn how to spot a scam and protect yourself.