Service Disconnection FAQs
Why does BVU Authority need my information to process a request to stop service?
For BVU Authority to protect your services, we must verify your identity. Providing this information to BVU Authority helps us protect your identity and validate your authority to discontinue services.
How much time do I need to start, stop, or move my home service?
Customers requesting to stop service should allow three business days for a request to be processed.
Customers needing to disconnect their service temporarily must call us 24 hours before suspending service.
Can my spouse or another person request service on my behalf?
No, we can only process a request for disconnect from the customer of record listed on the account. If the account holder cannot make such a request, BVU Authority will require copies of any applicable Power of Attorney or Executor of Estate documentation.
If I paid a deposit, when will I get it back?
We will hold the residential security deposit until your account reflects an excellent payment history for 12 consecutive months or until service is disconnected and the deposit is applied to the final bill. Any balance will be mailed to you after your account is closed.
Non-residential deposits will be held until service is disconnected and the deposit is applied to the final bill. Any balance will be mailed and returned after the account is closed.
What information is required for me to request a stop service?
To request a disconnect, the primary account holder must have the following information ready:
- Account number from the BVU Authority bill
- Primary account holder’s last four digits of the Social Security number
- The effective date you would like service to be turned off
- The address where you would like us to mail the final bill (mandatory)
How do I file my request to stop services?
Contact Customer Service at 276-669-4112 during regular business hours to file your request for disconnection of services.
