We're here to help
Questions about your bill or payment? Ask a customer service analyst. We're open Monday - Friday.
By phone: 541-685-7000 from 8:30 a.m. to 5 p.m.
Send us an email
You can schedule a preferred date to start or stop your service up to 90-days in advance. Selecting a date in advance can reduce wait times and help avoid hassles.
Call customer service at 541-685-7000 during business hours from 8:30 a.m. to 5 p.m. Monday - Friday to schedule. Please note call volume is high in August and September and hold times may be longer than expected.
When scheduling your start or stop date, keep in mind that your service may be turned on/off any time between 8 a.m. and 5 p.m. on the date you select.
Get started
Starting service
We provide electric and water service to the Eugene community. We also provide electric service to parts of east Springfield and the upriver community. For details, see a map of our service territory.
Here's what you'll need:
- Social security number (Don't have a social security number?)
- Driver's license number and state of issuance
- Address where you would like to start service
- Date you wish to start service (Monday - Friday, excluding holidays)
- Mailing address
- Phone number
- Full name of any roommates
- Legal name of spouse or legal domestic partner (if applicable)
Timing Information
You can call customer service at 541-685-7000 to place an order for the following business day. Requests received after 4 p.m. may take two business days to process.
Utility service is typically turned on between 8 a.m. and 5 p.m. If we have a large number of service orders this could extend to 8 p.m.
Charges
- When you place an order to start service, we require a one-time $20 account processing charge, which is due with your first bill.
- Requests for same-day service have an additional $65 charge.
- Accounts may also require a security deposit.
Special circumstances
There are times when our field staff may advise against starting either water or electric service. In the following situations, our staff will not start your service without a verbal waiver given on a recorded line to an EWEB staff member:
- Starting electric service without also having active water service, whether we are providing water service or you are using another water provider. Doing so can cause an empty water heater to overheat, creating a safety hazard.
- Starting water service when your water meter indicates running water. An existing leak may be made worse when connecting to water service. There also could be a faucet turned on inside the house, which could result in water damage.
- Starting water or electric service when posted signs state that the property is winterized. The property must be properly de-winterized and all signs removed before our field staff will restore either water or electric service.
As the property owner, you may choose to have utility service provided in any of the above situations, but you must first give verbal consent. You may call customer service at 541-685-7000 to give your verbal consent.
Stopping service
You are responsible for paying for service until your account closes. Schedule a preferred date, up to 90-days in advance, to prevent paying for someone else's usage.
Call customer service at 541-685-7000 to schedule your move out.
Timing information
Orders received after 4 p.m. will take two business days to process.
If you call customer service at 541-685-7000 orders for stopping services can be scheduled as soon as the following business day.
Final bill
Please remember, once you stop service, you will receive a final bill for charges for the time frame between your previous bill and the last day of service.
Moving service
Moving can be hectic, so consider scheduling the date for your utility service to change location up to 90-days in advance.
You can schedule to move your service from one residence to another within our service territory by using calling customer service at 541-685-7000. You also can overlap the move in and out dates.
Here's what you'll need:
- Address of the residence where you are stopping service
- Address of the residence where you are starting service
- Dates you wish to stop and start service
- Mailing address
- Phone number
Please note, If your account is currently past due, you will not be able to use the online system to move service. You will need to call customer service at 541-685-7000.
For landlords
If your tenants pay us directly for utility service, you may wish to apply for an "Automatic Hookup Agreement." If your account qualifies, your service can stay active and we will transfer the bill to your name between tenants. This helps avoid delays in service for any new tenants.
To get started, call customer service at 541-685-7000.
In-person assistance
In-person customer service is available by appointment at Eugene's City Hall, 500 East 4th Avenue (the former site of EWEB headquarters). An EWEB Customer Service Agent can process ID verification, accept paperwork, help explain your bill, answer account questions, and assist with setting up an online account. To make an appointment, please call 541-685-7000.
Customer Service Agents are not able to accept payments at the City Hall Location. Click here to learn about ways to pay your bill.
Resources for new customers
Reading your bill
Understanding how to read your bill is a good way to manage your electric and water usage.
Pay my bill
There are several safe and easy ways to pay your bill.
Rebates, loans and tips
We offer rebates, loans and tips to help you reduce your energy and water use in and around your home.
Learn more about EWEB
EWEB is a customer-owned public utility. We provide electric service to around 100,000 customers and water service to more than 60,000 customers in the Eugene area.
