Keeping M-Power customers safe during Excessive Heat Warnings

Changes to improve customer service

When the National Weather Service issues an Excessive Heat Warning, SRP will keep M-Power customers’ power on until the warning has ended, even if they run out of credit.

We do this because we know that it is important to keep you safe and in power during these times.

We also know that it’s important to those on the M-Power Price Plan to have control of their budgets. That’s why, when a heat warning ends, the normal rules of M-Power take effect.

If you have accumulated debt the morning after the Excessive Heat Warning ends, your power will disconnect. These disconnections will begin at 8 a.m. and continue until approximately 4:30 p.m.

You can avoid disconnections by continuing to make payments during the Excessive Heat Warning and by ensuring you have no accumulated debt when the heat warning has ended.

If you’re having difficulty making payments, we will work with you to ensure your power stays on. That’s why it’s important to contact us before your power is scheduled to be disconnected. If you have concerns, please call us 24/7 at (602) 236-8888.

What’s changed?

Before the change, M-Power meters disconnected all of those with accumulated debt at 8 a.m. the day after an Excessive Heat Warning ended.

When this occurred, many customers simultaneously called SRP or attempted to make online payments. This led to long wait times, most recently on June 14 and July 17, for customers to speak with an SRP representative or to use My Account and the M-Power app.

We’re working diligently to address the situation. In the interim, we’re exploring alternate solutions.

That’s why, effective July 27, 2019, we’ll begin staggering shutoffs for customers with accumulated debt the day after an Excessive Heat Warning ends. This should help ensure that call center representatives and online services are available when customers need them.

We believe these staggered shutoff times will alleviate the customer service issues you may have recently experienced. Still, the best thing you can do to prevent your power from disconnecting is to continue to make payments, just as you would if there were no Excessive Heat Warning.

If you’re having difficulty making payments or have questions, please don’t hesitate to contact us at (602) 236-8888, 24 hours a day, seven days a week.

What comes next?

We know that the recent customer service issues you may have experienced are not acceptable.

We’ve taken immediate action to address the issues and are constantly evaluating and enhancing our systems to improve performance. We apologize and know we need to do better.

If you haven’t already, you can sign up for My Account. This will allow us to inform you of upcoming Excessive Heat Warnings, give you alerts when you’ve accumulated debt and let you know when a heat warning is about to end.

If you have questions, comments, concerns or other issues, please do not hesitate to send us your comments online or contact us at (602) 236-8888.