Utilities commit to keeping people connected through COVID-19
March 16, 2020
Utility companies that serve the Sioux Falls area are committing to not disconnecting customers’ service during the COVID-19 outbreak.
Xcel Energy
Xcel Energy will not disconnect residential customers’ electric service in South Dakota until further notice. This step will help ensure people have the energy they need to power their homes and keep their families safe, the company said in a statement.
In addition, for customers who have difficulty paying their electric or natural gas bill, Xcel will work with them to arrange payment plans that meet their circumstances.
“We want to assure our customers that as part of our commitment to the communities we serve, we’re here to support them during this difficult time,” said Brett Carter, executive vice president, chief customer and innovation officer. “The energy grid is essential to the nation’s critical infrastructure, and we’re taking a well-planned, heightened approach to all threats, including COVID-19. We will work with our customers, our communities and government leaders to ensure the lights and heat stay on and that those we serve are cared for and protected.”
Xcel said it has robust staffing and operational plans in place to ensure power plant operators, line workers, customer care representatives and others are delivering reliable electric and natural gas service in the eight states it serves, while responding to outages if necessary.
Midco
Midco is participating in the FCC’s Keep Americans Connected Pledge to ensure people don’t lose broadband or telephone connectivity. Over the next 60 days, Midco said it will not disconnect service if a customer is unable to pay and will waive late fees for customers having economic challenges during the coronavirus pandemic.
Its field technicians are now taking extra steps before they enter customer homes and businesses.
- Rather than texting customers before an installation or service appointment, field technicians will call first to confirm the customer would like them to enter their home or business to perform the work.
- For their own personal safety, field technicians also will ask if anyone in the household or business is impacted by the virus.
As of March 20, Midco’s customer experience centers temporarily closed, the company said. They will remain closed until the guidance on limiting public gatherings is lifted.
Customers can continue to ask questions about their accounts and work through trouble issues at Midco.com, by calling 800.888.1300, on live chat or on social media. Customers can also continue to make payments through the MyAccount app, online, over the phone or through a check or money order via the mail.
“I want to thank our dedicated team members who work in our Customer Experience Centers. They are terrific Midco ambassadors,” said Midco president and CEO Pat McAdaragh. “During this period, we will be transitioning these critical team members to other customer service roles within the organization, so they can continue to provide excellent care to our customers.”
MidAmerican Energy
MidAmerican has not yet put out a statement about how it is handling disconnects during the pandemic but in a statement said:
“We understand that some of our customers are currently experiencing very difficult challenges at home because of the pandemic emergency. We encourage any customer now experiencing financial difficulties to call us and we will make every effort to work with that customer.”
The utility has “business continuity plans in place and regularly conduct crisis training exercises, so our teams are equipped to handle challenges and perform their work during difficult situations,” it said.
With confirmed cases of COVID-19 growing in the service territory, employees will begin taking extra safety precautions. When work requires close contact with a customer or entering a customer’s home, MidAmerican said it will take the following steps:
- We will ask customers if anyone at the home is under self-isolation for the COVID-19 virus or experiencing flulike symptoms.
- If a customer is under self-isolation for the COVID-19 virus, we will evaluate if it’s safe to postpone the work until after the customer’s isolation period ends.
- If the work must be completed, our front-line employees will be wearing additional personal protective equipment. This is a step we are taking out of an abundance of caution.
- If a customers request that our employees wear a face mask or gloves before entering their home or working on their property, our employees will comply.
- We will respond to any and all emergency calls or issues no matter what, including gas leaks, downed power lines or broken poles. Find our contact information here.
