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    Moving FAQs

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    Moving FAQs

    Get answers to frequently asked questions about AES Ohio moving service requests.

    How can I place a moving service request?

    For residential customers:

    • If you have never had a AES Ohio account, please call us at 800-433-8500 to set up your new account. Learn more

    • If you need to transfer or stop service, you can place this request over the phone at 800-433-8500 or online. Get started

    For business customers:

    What information do I need to start my application?

    For residential customers:
    If you already have a AES Ohio account, we will just need the information related to your transfer or stop service request, no personal information is required at this time:

    • Your new address

    • Dates to start/stop service

    • Mailing address

    • Phone number and email address

    • Billing preferences

    If you are establishing an account for the first time, we will need some personal information to verify your identity and set up your account. Learn more 

    For business customers:
    We will need the following information to process your request:

    • Your Federal Tax ID number

    • Your AES Ohio account number (for disconnect and transfer requests)

    • Business location and contact information

    • Date(s) to change service

    How far in advance should I place my moving request?

    We recommend placing your service request at least three (3) business days before you would like to start, stop or transfer service.

    When will my online request be processed?

    We will make every effort to process your transfer or stop service order automatically while you are online. If we cannot process your order automatically, don’t worry. Your order will be delivered to our Customer Solutions Center for processing within three business days. You will receive an email confirmation when your order is processed, or instructions to please call to complete your order if additional information is required.

    Why isn’t my account eligible to request service changes online?

    There are a variety of reasons why we cannot process a service change request online, including having a past due balance, inaccessible meter, or miscellaneous charges, among others. If you receive a notification that your account is not eligible to process a moving order online, please call us at 800-433-8500 to speak with a representative who can answer your questions and work with you to complete your request.

    Why does AES Ohio need to run a credit check?

    We need this information to determine if a security deposit or guarantor is needed on your account. By setting up your service, AES Ohio is giving you a line of credit, because you receive your service before you pay for the electricity. Just as you would have to update a loan application each time you apply for credit, we also need to update your information each time you apply for service, since it requires extending credit.

    Will I have to pay a security deposit?

    A refundable deposit may be required if you are starting or transferring service, depending on your AES Ohio payment history. The deposit amount is based on historical usage at the address. Learn more

    If I am charged a security deposit, how can I get it back?

    If you maintain a good payment record for one year (for residential customers) or two years (for business customers), the full deposit amount plus interest will be credited to your account. Learn more

    Can a security deposit be waived?

    The deposit can be waived if there is a guarantor on the account or with a letter of credit from another utility company for new residential applicants. Learn more

    What if I have a past due balance?

    In the winter season only, meaning mid-October to April 15, customers with past due balances from current or previous addresses must pay $175 or the past due balance — whichever amount is less — before AES Ohio will connect service at a new location. At any other time of the year, the customer must pay the total past due to transfer or start a new service.

    AES Ohio said I need to complete paperwork because my new location has “collection activity.” What does this mean?

    In general, this means that a previous occupant had a past due balance. In order to resume service at the location, we need to verify that the person responsible for past due balances no longer occupies the property. Learn more.

    Can my spouse or another person request service changes on my behalf?

    If you are an existing customer, your spouse may request to start, stop or transfer your electric service. If a person other than your spouse requests changes, they must be specifically authorized to make moving service changes on the account. We otherwise cannot make a service request without authorization from the customer of record.

    What should I do if the account holder passes away?

    AES Ohio understands that losing a loved one is stressful, so we will work with you to make the process of transferring or stopping service as easy as possible.

    Once you have identified the person(s) to whom AES Ohio service should be transferred, please have them call our customer solutions center at 800-433-8500, Monday through Friday, between 8 AM and 5 PM to transfer service out of the deceased customer’s name.

    If you have never had a AES Ohio account, please be prepared to provide information to open a new account. Learn more

    Why did AES Ohio tell me to turn the breakers off?

    If service is not active at a location, an AES Ohio employee may need to come to your location to turn on the power. Before service at the meter can be turned on, all breakers must be turned to the "off" position and/or any fuses must be removed for safety reasons.

    Why do you need to know if there’s a dog on the premises?

    To stop service, a technician will need to come to your home to obtain a final meter reading. Understanding if there could be a pet in your yard helps to keep our employees, and your pet, safe. Learn more

    How can I have service installed at a new location where service is not currently available?

    Please visit our Construction Center for more information.

    As a landlord, can I have service automatically transferred to my account when a resident moves out?

    Yes, rental property owners with a good payment history can have electric service automatically transferred into their name when a tenant closes an account. Please complete and submit a Landlord Agreement. Learn more

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