We are updating our customer information system.
The update will improve your experience without disrupting the service you rely on every day.
Aug. 31: System update begins
Aug. 31 – Sept. 7: Limited access to some account services
Morning of Sept. 8: Full account access is restored
If you need full access to your account, please plan ahead before the update begins.
Some services will be temporarily limited during the update window.
Here's what you need to know
Account Access
During this time, you will have limited access to services and some account features may be temporarily unavailable. This includes online account access, online chat and our mobile app.
Bill Payment Offices
Our bill payment offices will be closed Aug. 31 - Sept. 7. You can reach us for assistance at 1-800-532-1502.
Billing and Payments
Rest assured due dates will be extended but you can still make a payment online at BillMatrix, by calling 1-800-532-1502 or in person.
Outages and Emergencies
Outage reporting and emergency support
You will be able to report outages and emergencies by calling Customer Service at 1-800-487-3275.
Reliability you can count on
While some account services will be temporarily limited during this system update, your electric service will not be affected. You can continue to count on the same reliable power you expect every day, and our teams will remain ready to respond to outages and emergencies throughout the update.
Frequently Asked Questions
How long are services limited?
The system update is planned for Aug. 31 – Sept. 7, 2026. While we are enhancing your customer service experience, you can count on the same reliable electric service during this process and can report a power outage at 1-800-487-3275.
How does this impact customers?
From Aug. 31 – Sept. 7, 2026 online account access and the mobile app will be unavailable, and our bill payment offices will be closed. The customer service line will be limited to outages, emergencies and connects on inactive meters.
Can I make a payment during the system update?
Rest assured, due dates will be extended during this time. However, customers can make payments through our online guest payment service or by phone at 1-800-532-1502. Payments can also be made at an Authorized Payment Location.
What will I be able to do during the system update?
We will be available to serve you with limited options during this time:
- Payments: Customers can make payments online via BillMatrix, by phone at 1-800-532-1502 or at an Authorized Payment Location.
- Outages and Emergencies: Customers will be able to report outages and emergencies by calling Customer Service at 1-800-487-3275.
How does the system update impact potential outages from severe weather? Will I be able to access the outage map? How will I report an outage?
The system update does not impact our ability to serve our customers with reliable electric service, including in severe weather. The outage map will be accessible, and customers can report an outage or an emergency by calling 1-800-487-3275.
Why are you doing a system update?
We are updating our internally facing information system to better serve our customers.
How can I be sure my data is secure?
The new Customer-to-Meter (C2M) system replaces our current platform with modern, secure technology. C2M uses advanced encryption, access controls and monitoring to protect sensitive customer data. Security and privacy are embedded in the system design — not added later — ensuring data protection from start to finish.
Is BillMatrix a commonly used payment method? Is it a scam?
It is not a scam. BillMatrix is our reliable online payment method and can be safely trusted.
Is there a charge for using an Authorized Payment Location (APL) during this period?
There is no charge for using a convenient approved payment location during this period.
Will my account information be impacted by this system update?
No, this will not impact your account, and your account information will remain secure and private. This update will allow our customer service representatives to better serve you.
Can I start, stop or transfer service during the system update?
During the system update, we will have limited ability to process service changes. To help avoid service interruptions, requests to start, stop or transfer service should be scheduled before or after the update period.