How to Avoid a Water Shutoff

Shutoff moratoriums have ended

Suspension of water service disconnections has ended in Connecticut and New Hampshire. In Massachusetts, the moratorium is expected to end on July 1, 2021.

Aquarion encourages customers with unpaid balances to promptly contact its Customer Service Center to determine a payment solution that best meets their needs.

customer service representative

Frequently Asked Questions (FAQs)

    What should I do if I receive a shutoff notice?

    You should immediately contact Customer Service at 1-800-732-9678 and setup a COVID-19 payment plan. A deposit is NOT required when setting up a COVID-19 payment plan. You will be required to pay your plan's monthly installment payment in addition to your current balance.

    What will happen on the day I'm scheduled to be shut off?

    An Aquarion service technician will make one final attempt to reach out to the customer prior to shutting off the property's water. The customer will be advised to immediately contact Customer Service at 1-800-732-9678 and set up a COVID-19 payment plan. The customer will NOT be required to pay a deposit if they set up a payment plan. The property's water will NOT be shut off if the customer successfully sets up a plan.

    If the customer is not home or does not respond to the Aquarion service technician, the property's water will be shut off as scheduled.

    What should I do if my water was shut off due to an unpaid balance?

    You should contact Customer Service at 1-800-732-9678 during regular business hours (Monday – Friday, 8:00 a.m. – 5:30 p.m.). A turn-on fee will be charged to your account for water service restoration. You will also be required to set up a COVID-19 payment plan or pay your past due balance. If you choose to set up a payment plan, NO deposit is required on the day you set up the plan. To avoid another possible shutoff in the future, you must pay your plan's monthly installment payment in addition to your current balance.

    How can I pay my water bill?

    You can make a one-time payment online or by phone or use Aquarion's customer portal. You also have the option to use one of our walk-in payment locations. Please remember, Aquarion will never call you to request a payment over the phone.


    Payment assistance options

    Aquarion continues to offer flexible, extended payment plans for any past due amount as well as a customer assistance program to help eligible customers who are having difficulty paying their water bill.

    Payment plans allow customers to pay past due balances over a period of up to twenty-four months and guarantees no service disconnection as long as the approved payment amount is made for the duration of the plan. With a payment plan, customers are not required to make a down payment, and will avoid fees and interest charges for the duration of the plan.

    Qualifying Aquarion customers may also be eligible to receive a one-time assistance voucher in the amount of $50 to $250.

    Customers can learn more about these programs by contacting Aquarion Customer Service at 1-800-732-9678, Monday through Friday, between 8:00 a.m. and 5:30 p.m., or by visiting www.aquarionwater.com/assistance.

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    Call Center hours are weekdays 8:00 a.m. to 5:30 p.m. Emergency service is available for all other hours including weekends and holidays.

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