How to Avoid a Water Shutoff

Shutoff moratoriums have ended

Suspension of water service disconnections due to the COVID-19 pandemic has ended in Connecticut, Massachusetts, and New Hampshire. 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 Flexible Payment Plan.

    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 Flexible Payment Plan. Customers must pay 5% of their balance or $25, whichever is lowest. The property's water will NOT be shut off if the customer successfully sets up a plan and pays the required minimum.

    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 Flexible Payment Plan or pay your past due balance. Customers whose service was shut off for non-payment can get reconnected by enrolling in the Flexible Payment Plan and paying 50% of the total past due amount, and the reconnection charge, up to a maximum of $1,000. To avoid another possible shutoff in the future, you must pay your plan's monthly installment payment in addition to your current balance, inclusive of the reconnection charge.

    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 24 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

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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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