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A message from EPCOR President & CEO, Stuart Lee

For more than 125 years, EPCOR has been an essential part of building and supporting communities, and we are deeply committed to delivering reliable services and assistance where it's needed. At times like this, more than anything else, it's important that we work collectively and make the right decisions for those who count on us.

The impacts of the COVID-19 pandemic are wide reaching, and many individuals and businesses have had their incomes disrupted. Unprecedented times call for unprecedented measures to support our communities and our customers. With this in mind, we are pleased to stand together with our communities and others in the utilities sector, to ensure that residents have the assistance they need and can focus their minds on taking care of their health and the health of their families.

What you need to know about your utility service

Updated: March 23, 2020

Billing scams

Don't fall for scams. It's important to remain alert to potential scams, especially during the COVID-19 outbreak. Always be on the lookout for suspicious phone calls, emails or texts asking for personal information or demanding immediate payment. EPCOR does not take sudden action on billing arrears. Protect yourself from potential scams and find out when you might hear from us and when you should be suspicious.

EPCOR has plans in place to manage disruptions or emergencies, and we are committed to providing reliable utility services to the communities that count on us. We continue to closely monitor the COVID-19 outbreak, and will provide further updates on customer service impacts.

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For Arizona Customers For New Mexico Customers For Texas Customers
For Arizona Customers

Customer service and billing

The impacts of the COVID-19 pandemic are wide reaching, and many individuals and businesses may have had their incomes disrupted. With this in mind, we are pleased to stand to ensure that residents have the assistance they need and can focus their minds on taking care of their health and the health of their families.

Customers are encouraged to go to My Account to pay their bills, sign up for ebill, start/stop service, or download the EPCOR USA mobile app from the App Store (iOS) or Google Play (Android).

Update as of April 23, 2020:

  • We are not currently disconnecting customers who are in arrears.
  • No late fees are being processed at this time.

  • Arizona customers who expect to have difficulty paying their bills are encouraged to contact us at 1-800-383-0834. We are still available 24/7.

  • We are offering a $10 credit on monthly water and/or wastewater bills for customers who have lost their jobs or have been hospitalized due to COVID-19. The program is limited in size and available to residential customers in all of EPCOR's Arizona water and wastewater districts. Please visit us here to learn more.
  • Some customers may receive notices that were mailed before the significant disruptions created by the COVID-19 pandemic. There are no residential utility disconnections currently being processed in our service territory. Customers can count on continuing to receive reliable utility services.
  • If you have concerns about paying your bill, please contact us at 1-800-383-0834 or mywater@epcor.com.

Only flush toilet paper down the toilet

During this time we want to remind you that not all paper is created equal. Protect our water and environment, while preventing damage to your own pipes, by properly disposing of certain household items. Disposable wipes and other household items are not meant to be flushed down the toilet because they can damage your pipes and clog the wastewater system. Learn what not to flush.

Utility emergency support

  • If you have a utility emergency, please contact EPCOR at 1-800-383-0834. We are still available 24/7.
  • If you have a public safety concern, please call 911.

In-person services

  • Non-essential customer site visits have been suspended, and will be rescheduled when appropriate.
  • For hydrant meter requests, please email us at mywater@epcor.com. For a leak or high usage investigation, please contact us at 1-800-383-0834 and ask to speak to a conservation specialist.
  • Customer counter services have also been suspended.
  • Essential in-person customer services continue to be provided, including responding to emergency wastewater backup calls, notifications to customers impacted by planned utility interruption, and water meter installations at new locations. Additional distancing protocols are in place, and we ask customers to take precautionary measures by maintaining a safe, 10-foot distance from the crew. You can always check our outage map for unplanned outages that may affect you.

Online tools available to you

We have a number of online tools and resources for customers. We encourage customers to learn about automatic bill payment and electronic bill delivery.  

For New Mexico Customers

Customer service and billing

The impacts of the COVID-19 pandemic are wide reaching, and many individuals and businesses may have had their incomes disrupted. With this in mind, we are pleased to stand to ensure that residents have the assistance they need and can focus their minds on taking care of their health and the health of their families.

Customers are encouraged to go to My Account to pay their bills, sign up for ebill, start/stop service, or download the EPCOR USA mobile app, EPCOR USA app from the App Store (iOS) or Google Play (Android).

Update as of April 23, 2020:

  • We are not currently disconnecting customers who are in arrears.
  • No late fees are being processed at this time.
  • We will not currently disconnecting customers who are in arrears.
  • New Mexico customers who expect to have difficulty paying their bills are encouraged to contact us at 1-800-383-0834. We are still available 24/7.
  • Some customers may receive notices that were mailed before the significant disruptions created by the COVID-19 pandemic. There are no residential utility disconnections currently being processed in our service territory. Customers can count on continuing to receive reliable utility services.
  • If you have concerns about paying your bill, please contact us at 1-800-383-0834 or mywater@epcor.com

Utility emergency support

  • If you have a utility emergency, please contact the EPCOR at 1-800-383-0834. We are still available 24/7.
  • If you have a public safety concern, please call 911.

In-person services

  • Non-essential customer site visits have been suspended, and will be rescheduled when appropriate.
  • For hydrant meter requests, please email us at mywater@epcor.com. For a leak or high usage investigation, please contact us at 1-800-383-0834 and ask to speak to a conservation specialist.
  • Customer counter services have also been suspended.
  • Essential in-person customer services continue to be provided, including responding to emergency wastewater backup calls, notifications to customers impacted by emergency planned utility interruption, and water meter installations at new locations. Additional distancing protocols are in place, and we ask customers to take precautionary measures by maintaining a safe, 10-foot distance from the crew. You can always check our outage map for unplanned outages that may affect you.

Online tools available to you

We have a number of online tools and resources for customers. We encourage customers to learn about automatic bill payment and electronic bill delivery.

For Texas Customers

Customer service and billing

The impacts of the COVID-19 pandemic are wide reaching, and many individuals and businesses may have had their incomes disrupted. With this in mind, we are pleased to stand to ensure that residents have the assistance they need and can focus their minds on taking care of their health and the health of their families.

Customers are encouraged to go to My Account to pay their bills, sign up for ebill or start/stop service.

Update as of April 23, 2020:

  • We are not currently disconnecting customers who are in arrears.
  • No late fees are being processed at this time.
  •  Currently, Texas customers who expect to have difficulty paying their bills are encouraged to contact us at (281) 766-1290.
  • Some customers may receive notices that were mailed before the significant disruptions created by the COVID-19 pandemic. There are no residential utility disconnections currently being processed in our service area. Customers can count on continuing to receive reliable utility services.
  • If you have concerns about paying your bill, please contact us at (281) 766-1290 or myepcorgas@epcor.com

Utility emergency support

  • If you have a utility emergency, please contact the EPCOR at (281) 766-1290. When you contact us, please hold the line for your call to be answered and/or redial if you get disconnected. We are doing our best to speak to you in a timely manner.
  • If you have a public safety concern, please call 911.

In-person services

  • Non-essential customer site visits have been suspended, and will be rescheduled when appropriate.
  • Customer counter services have also been suspended.
  • Essential in-person customer services continue to be provided, including responding to emergency backup call and notifications to customers impacted by an emergency utility interruption. Additional distancing protocols are in place, and we ask customers to take precautionary measures by maintaining a safe, 10-foot distance from the crew.

Online tools available to you

We have a number of online tools and resources for customers. We encourage customers to learn about automatic bill payment and electronic bill delivery.

​How we maintain high-quality water during the COVID-19 pandemic

The health and safety of our customers is our number one priority. Watch the video below for a look at what our employees are doing every day to maintain high-quality water during the COVID-19 pandemic.

 

​You can count on your utility services during the COVID-19 pandemic

There are no residential utility disconnections being processed in our service territory. We will be evaluating this practice day by day to provide further support during the pandemic. Customers can count on continuing to receive reliable utility services.

It's important to note that we do send notices to customers who are in arrears on their account and some customers may receive notices that were mailed before the significant disruptions created by the COVID-19 pandemic.

Lost your job or hospitalized due to coronavirus?

 

We may be able to help. Learn more about our Covid-19 Impact Assistance Program.

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