Coronavirus Safety

In response to COVID-19, EWEB offices and customer service lobby are closed. We ask customers to use our many online and telephone options rather than doing business in person. Learn more.


(Close)

Response to Coronavirus (COVID-19)


Coronavirus Scams

Unfortunately, utilities have seen a rise in phishing attempts and scams related to the coronavirus. 

If in doubt, hang up the phone, close the door or delete the email and call our Customer Service line at 541-685-7000 to check the status of your account.

Learn more about common scams and how to protect yourself.

EWEB is monitoring the evolving COVID-19 situation and taking the following proactive steps to support our community and minimize the spread of the virus. 

Office closure

For the health and safety of our customers and employees, EWEB's lobby and offices are closed to the public until further notice.

We continue to be available to customers online and over the phone. See below for more information and details on conducting business with EWEB.

Crisis relief for residential customers

We understand that many of our customers may experience financial hardship related to the pandemic. To support customers who are economically impacted, EWEB is implementing the following crisis relief measures.

Please call EWEB Customer Service at (541) 685-7000 for help in paying your utility bills or setting up payment plans.

Suspending power and water shutoffs for non-payment

This suspension applies to both residential and commercial customers and will remain in effect until further notice. Customers who are behind on payments will still owe EWEB for service, they will just not lose power or water at this time. We encourage customers to contact us to make payment arrangements or to inquire about other programs that could be beneficial to avoid accruing a large overdue balance.

Suspending late fees

This suspension applies to both residential and commercial customers and will remain in effect until further notice.

Expanding bill assistance to include job loss benefits

Effective April 1, the EWEB Customer Care bill assistance credit of $260 that is available to income-qualifying customers is expanded to cover customers who experience job loss as a result of the pandemic, regardless of income. Affected customers can apply for the bill credit by submitting proof of unemployment benefits from the Oregon Employment Department. 

Increasing funding for Customer Care bill assistance

In order to increase the number of customers receiving a $260 credit, we are doubling the amount of funding originally budgeted for EWEB Customer Care bill assistance program over the next three months.

Deferring loan payments

Customers with residential or commercial energy-efficiency loans will be able to defer those loan payments upon request by sending an email to ems.loans@eweb.org.

Flexible payment arrangements

Customers experiencing a reduction in pay due to slowing business conditions, or those forced to take unpaid leave due to coronavirus mitigation efforts, should contact us at 541-685-7000 to inquire about payment arrangements and crisis funding. We will consider these on a case-by-case basis.

Coronavirus crisis program information in Spanish

MIRA UN VIDEO: Programas de Asistencia de EWEB para Nuestra Comunidad

Resources and assistance for businesses

EWEB has temporarily suspended business service disconnections and late payment charges. We encourage customers to pay what they can in order to avoid accruing a large balance during this time. Customers who may be challenged to pay their bill should contact EWEB as soon as possible at 541-685-7000 to inform us of your situation so we can help identify how EWEB might be able to offer support.

Conducting business with EWEB

We ask customers to use our many online and telephone options rather than doing business in person.

Pay your bill

  • Online
  • By phone at 541-685-7000 (9 a.m. - 6:30 p.m. Monday - Friday)
  • Drop box located outside our building at 500 E. 4th Ave.

Apply for Customer Care

The application will open (online and over the phone) on the first business day of each month at 9 a.m.

  • Apply online
  • If you are not able to apply online, you can call EWEB Customer Service at 541-685-7000 (9 a.m. - 6:30 p.m. Monday - Friday)
  • Senior and disabled customers may apply through the mail. Please call EWEB Customer Service at 541-685-7000 and we will be happy to send you a printed application.

Request a loan payment deferral

Email ems.loans@eweb.org.

Start/Stop Service

Schedule online.

Other business

Email us at eweb.answers@eweb.org or call 541-685-7000 (9 a.m. - 6:30 p.m. Monday - Friday) .

Other Coronavirus actions

The health and safety of our customers and employees is our top priority. We are working closely with Lane County Health while monitoring the latest information from the Oregon Health Authority and the Centers for Disease Control and Prevention.

In responding to the rapidly evolving coronavirus situation, we are taking the following precautions to limit the spread of the virus and maintain critical services to our community.

  • Encouraging customers to conduct business over the phone or online
  • Postponing non-essential meetings
  • Prohibiting all non-work-related and non-essential business visitors
  • Suspending employee travel
  • Enabling employee telework arrangements
  • Encouraging social distancing in the workplace
  • Enhancing workplace hygiene measures
  • Suspending home energy audit programs
  • Closing EWEB offices to the public

We will continue working hard to provide the level of service you have come to expect from EWEB staff. Please stay healthy and safe.