Full information on disconnection

Deutsche Flagge

Britische Flagge

Information on disconnection


You can prevent us from disconnecting you, even at short notice, by making a payment at one of our payment machines. If you have already been disconnected but have not yet received a demand for payment from a collection agency, you can call us to arrange for reconnection on the next working day immediately after you make payment. .

If a collection agency has already been instructed, please contact them directly to arrange for reconnection.

Get in touch

Been or about to be disconnected? Find out more in our video.

Video Screenshot Disconnection

Avoid high costs

If you don’t pay despite receiving reminders, we may terminate your contract or block your meter.

Disconnection will incur additional costs. Blocking and reactivating your meter will cost you:

  • in Hamburg: 110,42 €
  • in Berlin: 95,29 €

Apart from paying, the only way to prevent disconnection is to accept our offer of an instalment plan. This is part of the prevention agreement.

Prevention agreement


Take action now

If you have paid what you owe, get in touch to arrange a reconnection date.

Get in touch

Medical hardship

If you depend on electronic equipment for your health (e.g. ventilators, dialysis equipment), please get in touch and provide us with relevant documentary evidence.

This must show that you are dependent on medically necessary, life-sustaining electronic equipment in your home.

Sign up for the Online Service now


Use our Online Service and get things done, even outside our service hours.



Sign up now

Questions and answers

How can I prevent my electricity supply from being disconnected?
What will I have to pay if I’m disconnected?
I’ve been disconnected. What can I do now?