Consolidated is dedicated to communicating updates to our membership during the evolving COVID-19 pandemic. Below you will find the most current member announcements and a FAQ. We will continue to update the FAQ as we receive additional information.
If you should have any questions related to Consolidated’s operations, the health and safety of our employees, or billing and payments please do not hesitate to call us, 800-421-5863 or email us at email@example.com.
Be sure to check your emails, our social media, and this site regularly for updates. Please note that if your email has changed, or you do not have an email on file, it is important to share that with us for these important updates.
For our Consolidated Propane Gas members: If you are low on propane, we ask that you check your tank and call if you're low, so you do not run out of propane. For the safety of you and your family as well as our employees, please watch your propane gas level to prevent running out. … Read more
Consolidated recognizes the COVID-19 pandemic could result in unexpected financial hardships for our members. So, we have decided to temporarily suspend disconnects for all Consolidated services that are due to non-payment. In addition, we will work to offer flexible payment plans and waive late fees for 30 days to those members who indicate an impact … Read more
Consolidated is committed to the health and safety of our employees, members, and communities. Due to the potential impact of the Coronavirus (COVID-19), our offices will be closed to the public until further notice. Please note that while we are restricting public access, it is business as usual internally, as our employees are still here … Read more
If Consolidated employees are working from home, what does this mean for my electric, gas, and fiber services?
Our goal is for you to not even notice a difference, but our employees are working from home, so you may hear background noise that you normally wouldn’t hear. Please allow for occasional interruptions. Consolidated is well positioned for remote and virtual work arrangements, in part because severe weather has forced a portion of our workforce to do so in the past. We also take advantage of modern technologies, as part of our business continuity plan, to make sure that no matter what happens, your lights will stay on, your gas will flow, and your fiber will continue to stream.
How long will your office remain closed to the public?
We’re not sure because the status of the covid-19 outbreak changes daily, sometimes hourly. We’re closely monitoring guidelines from the U.S. Centers for Disease Control (CDC) and orders issued by the state of Ohio, and we’ll reopen when it’s safe to do so. Please continue to check your emails, social media, and our website for updates.
Does the temporary disconnect suspension mean we still have to pay our bill?
Yes — we are not suspending billing, and payments must still be made. If you cannot pay on time, please give us a call. We are your co-op, and we are here for you. Our service specialists can set up payment arrangements to help pay your bill.
I received a disconnect notice — I thought you said you were suspending disconnects?
You may still receive a disconnect notice, but we will not disconnect service at this time. Please keep in mind that you are still required to make payments; you can contact our member services department to make an arrangement to pay your bill.
I’ve heard utilities are suspending billing all together — is this true?
No, we are not suspending billing. We are, however, suspending disconnections for non-payment and late fees. If you need help to pay your bill, please call or email our service specialists, who can help by working out a payment arrangement.
Please note: You may still receive a disconnect notice, but we will not disconnect service at this time.
You closed the office so I can’t come in to pay, and I don’t have the ability pay online — what should I do?
You can still use the night drop box at each office, which we’ll check daily, but please DO NOT put cash into the drop box. Instead, you can use a check or money order. Cash payments can be sent through local MoneyGram locations. You can access these at most Kroger and Walmart stores. If you have an internet connection, you can also use Visa gift cards to pay online.
What does this mean for pre-pay members?
We will work with you to formulate a repayment plan when this is over; until then, we are suspending disconnects due to nonpayment for 30 days. Any kind of payment is helpful, and please keep in touch with our member service specialists throughout this time so that we can help you.
How can I help a member in need with their utility bills?
We have extended our Holiday Utility Gift (HUG) program. You can buy a HUG and credit the utility account of any Consolidated Cooperative member of your choice, or you can choose to give an anonymous gift and Consolidated will allocate the gift to a member.
You can download the form here and mail it or drop it off in one of our drop boxes. They can be purchased in any denomination.
Will you continue to provide energy audits for future dates?
At this time, we have suspended energy audit visits, please call to put your name on our waiting list and we will call you to schedule an appointment when we resume this service. Your energy advisor is available by email and phone for any energy questions you may have.
Have fiber installations halted due to COVID-19?
We are continuing to install fiber in active zones. Although we’ve encountered some challenges, we have developed alternatives to allow for continued service installation.
Will the annual meeting be cancelled?
The board of trustees will decide at the March board meeting what the best option is for our annual meeting. We fully expect it will not proceed as originally planned, but we will keep you updated.
What is the best way for me to stay connected for updates from Consolidated?
The best way to stay connected is to make sure we have your email address on file. You can call us at 800-421-5863 or email firstname.lastname@example.org to have a service specialist add your email address to your account information, or you can sign up for SmartHub, our online bill payment portal, which also has a messenger feature. We use this feature to communicate with our members during events like this or weather emergencies.
Do I have to enter my financial information on SmartHub to receive communication through the messenger feature?
No. You do not have to use our online payment tool to receive messages through the messenger feature. You also have the choice to opt out of messenger communications at any time.
I received a suspicious call from Consolidated’s phone number and someone claiming to be from Consolidated. What should I do?
Spamming and scamming is at an all-time high.Consolidated Cooperative members have reported receiving suspicious calls. If you get a call from someone claiming to represent Consolidated and they make threats or demand immediate payment, hang up and call us directly at 800-421-5863.
Consolidated will never leave messages about past-due bills on your answering machine. We do make robocalls, but if we miss you, we’ll simply ask you to call our office, and we’ll never leave personal information or ask you to provide yours. At this time, members should also be on the lookout for suspicious emails or people impersonating Consolidated employees, or other types of utility employees. Unfortunately, scammers take advantage of opportunities when households are otherwise preoccupied.
This page will be updated as more information becomes available.