Company Response to COVID-19

Frequently Asked Questions

 

Below you will find our more commonly asked questions regarding our response efforts to COVID-19.

If you have any questions about our promise to deliver continued safe and reliable service, or other offers, resources and tips, do not hesitate to reach out. Contact us via chat, or reach out to us on our social channels.

 

Georgia Power Preparedness

Is Georgia Power ready and prepared to deliver reliable power during the COVID-19 outbreak?

As the COVID-19 coronavirus continues to spread, Georgia Power wants to assure customers that the company has comprehensive plans and procedures to ensure a continuation of operations and service.

 

As a part of your community, we are determined to continue delivering the safe and reliable power you need while helping to protect the health and safety of our employees and our customers.

How is Georgia Power protecting the energy grid?

We’re taking steps to ensure the stability and continuity of our operations, including resource and supply chain planning. Delivering reliable power is our responsibility – and it’s our commitment to you.

Billing

Will I be disconnected?

Georgia Power is suspending the disconnection of service at this time. However, this does not remove any balance owed before or accrued during this time. All balances will be due when we resume normal business practices.  

What does “suspending disconnections for nonpayment” mean exactly?

Suspending disconnections for nonpayment means we are giving customers extra time to pay if they need it. If you are in an unusual situation and need assistance, we’ll work with you on an extension. Additionally, we will not disconnect customers’ electric service at this time, even if they have not paid bills that are overdue. We will continue to read meters and send bills, so we encourage customers to continue to pay their bill to avoid large balances later. 

Do I have to pay my bill now?

Yes, everyone that can pay their bill should continue to do so by their due date. Effective March 14th, Georgia Power is temporarily suspending disconnects for 30 days and will continue to reevaluate as the pandemic progresses. We encourage those who can pay their bill to do so in order to avoid a large future balance. 

Is service free during this time?

Service is not free at this time. 

Can I get a refund if I already paid?

Georgia Power is unable to refund any payments made to your account previously.  

If I do not pay, will I be disconnected?

If you are unable to make your payment, your service will not be disconnected at this time during the 30 days temporary suspension on disconnections. We do encourage everyone to make their payment if at all possible to prevent a large balance from accumulating.  

What if I am on PrePay?

PrePay service will not be disconnected during this time. We encourage our customers to keep a positive balance on their account, if possible, to avoid interruption when we resume normal business practices.

Why should I continue to pay my bill now if there are no disconnections?

Georgia Power encourages all customers to continue to make their payments as best they can.  The temporary suspension of disconnection means that your service will not be disconnected for the 30 days following March 14, 2020. Your balance will become due when we resume normal business practices.  

I am concerned that I will not be able to pay my bill once normal business resumes. Can Georgia Power help me?

Georgia Power partners with nonprofits, community and faith-based organizations to offer assistance programs to those in need. These programs include:

  • Georgia Power's Senior Citizen Discount – Georgia Power customers 65 years of age or older who meet the income requirements for eligibility can receive up to $24 a month off their bill.
  • Low-Income Home Energy Assistance Program (LIHEAP) – Georgia Power supports the Division of Family & Children Services to help qualifying, low-income households pay their home energy bills.
  • The Salvation Army's Project SHARE: Established in partnership with The Salvation Army, Georgia Power customers can provide assistance to residents in the same community for expenses, such as utility bills, housing, food and medical necessities.

 

Visit www.GeorgiaPower.com/EnergyAssistance for more information. 

I have received calls claiming to be Georgia Power asking me to pay my bill to avoid disconnection. Is this true?

Georgia Power is urging customers to be aware of scammers during the COVID-19 pandemic. Georgia Power will never ask for a credit card or pre-paid debit card number over the phone. If a customer receives a suspicious call from someone claiming to be from Georgia Power and demanding payment to avoid disconnection, they should hang up and contact the company's customer service line at 888-660-5890. 

Will I continue to receive bill alerts and reminders during this time?

Yes, you will continue to receive these notifications if you are signed up for bill alerts and reminders. We are only suspending disconnect for non-payment alerts. You will still receive the following alerts if enrolled:

  • Bill Notification Alerts
  • Bill Due Reminder Alerts
  • Bill Past Due Alerts
  • Payment Arrangement Reminder
  • Daily Usage Summary & Usage Alerts
  • Monthly Usage Alerts
  • Enrollments (Project Share, Flat Bill, Auto Pay)
  • Service Orders Confirmations (Connect and Disconnect)

Click here to sign up online for bill alerts.

Health and Safety

How is Georgia Power protecting the health and safety of its employees?

Georgia Power has been closely monitoring the potential threat posed by COVID-19 since January. Proactive actions have been taken to both prevent the spread of the illness and protect the safety and health of employees, including:

 

  • Implementing telecommuting for those who can perform their duties remotely
  • Cancelling facility tours and external meetings
  • Increasing cleaning frequency at company locations
  • Aggressively sanitizing work areas
  • Cancelling all non-essential business travel – both domestic and international
  • Asking employees to self-identify, if they have or plan to travel internationally
  • Using technology for meetings

 

The company regularly provides information and updates on the virus to employees, including prevention recommendations from the Centers for Disease Control, and is following the latest developments and updates from public health officials and medical professionals.

I continue to see Georgia Power trucks in my neighborhood. Are they still working during the pandemic?

While the majority of our employees are now teleworking from their homes, we do have employees who work in business-critical functions that cannot be performed remotely. All Georgia Power offices and operating headquarters have been deep cleaned and hand sanitizer or wipes are available throughout the buildings and on each company truck. Our employees and crews are also taking extra precautions including staggering arrivals and departures at company locations, practicing social distancing, taking all meetings via conference call and receiving job assignments electronically. 

How are Georgia Power field personnel handling in-person interactions?

As part of our efforts to help reduce the spread of COVID-19, we’re taking extra steps before any direct interactions with our customers or others in the public. If an in-person meeting is necessary, our employees may ask a series of questions before entering a home or facility. They may also wear special protective clothing and ask that you help them maintain a distance of at least 6 feet. We will also try to resolve issues by phone or other communication methods to avoid the need for direct interactions when possible. Thank you for your understanding.

Customer Service 

I have a question about my account or bill. How do I connect with someone in customer service?

Georgia Power’s Customer Service team is available to answer questions regarding your residential account Monday – Friday, 7 a.m. – 9 p.m. at 1-888-660-5890. They are also available via chat. Georgia Power also encourages customers to download the company’s free mobile app.