BWP Warns Customers About Utility Payment Scam

October 3rd, 2026

Why Was My Electrical Service Turned Off?

Your electrical service was temporarily disconnected because BWP crews identified damaged equipment or another unsafe condition that posed a potential safety risk. We understand this is inconvenient, and we apologize for the disruption. In some cases, if the condition allowed, crews may have temporarily made the equipment safe or left partial power on until permanent repairs can be completed.

However, if the required repairs are not completed within the timeframe provided in your notice, your electrical service will be disconnected. Please refer to the notice left at your property for information about your specific situation, as additional site-specific conditions or requirements may apply.

Why Your Electrical Service Was Turned Off

BWP is alerting customers about a recent scam targeting utility customers. Scammers are calling residents and businesses claiming their electric service will be disconnected immediately unless a payment is made right away, often through a toll-free number provided during the call.

These calls are fraudulent.

BWP will never call customers and threaten immediate disconnection if they do not make a payment over the phone through a toll-free number. Customers who receive these calls should not provide personal or financial information and should not make any payment requested by the caller.

If you receive a suspicious call claiming to be from BWP, hang up immediately. Customers are encouraged to verify account information by contacting BWP directly through official customer service channels.

BWP urges the community to stay vigilant and share this information with family, friends, and neighbors to help prevent others from becoming victims of this scam.

We're Here to Help You Restore Your Service

Our goal is to help you get your electrical service safely restored as quickly as possible. While electrical equipment naturally ages over time and can fail unexpectedly, property owners are responsible for maintaining their electrical equipment in safe working condition to receive electrical service from BWP.

Please Follow These Steps to Help Restore Your Service:

1
Understand the issue and how to fix it

When our field crews identify an issue, they notify our Electric Service Planning team, who will visit the property, inspect the condition, and provide a meter spot that outlines the work required for a main electrical panel replacement.

If you have questions about the issue or need assistance, our Electric Service Planning team is here to help. Residential customers can contact ERES@burbankca.gov or (818) 238-3647, and Commercial customers can contact ECOM@burbankca.gov or (818) 238-3565.

You can also find additional information on our Electric Service Planning page, including our Frequently Asked Questions and electrical service specifications webpages to help guide you through the process.

2
Get an electric permit from Burbank Building and Safety

After you receive your meter spot from Electric Service Planning, you will need to obtain an electrical permit from the City of Burbank Building and Safety Division before work can begin.

For assistance, contact Building and Safety at (818) 238-5220 or building@burbankca.gov, or visit the Community Services Building, First Floor, 150 N. Third Street, Burbank, CA 91502. You can also visit the Building and Safety website for permit information and application requirements.

3
Pay any necessary fees and replace your electrical panel

Once you have received your permit and paid all required fees, your licensed electrician may begin the necessary work.

We understand that an unsafe electrical condition with your electric service was likely unexpected. If you are concerned about the costs to replace your panel, BWP may be able to offer a payment arrangement for eligible BWP-related fees. Please contact your Electric Service Planner to discuss available options.

4
What to do if you need more time to complete the work

If you're unable to complete your electrical panel replacement by the required deadline, contact your Electric Service Planner as soon as possible to discuss your options.

While repairing a damaged component may be possible in some limited situations, older electrical panels are often difficult to repair in a way that meets current electrical codes. Panelboards may not be refurbished and any panel damage including arcing, fire, corrosion, physical damage, missing labels and listings, compliance with current metering requirements, or the availability of new manufacturer approved and listed original equipment manufacturer (OEM) replacement parts will prevent a repair from being approved.

For this reason, BWP recommends full replacement as the quickest and safest way to getting power turned back on. Building and Safety is the Authority Having Jurisdiction (AHJ) who makes the final determination and will need to provide the release that it is safe to energize. BWP requires that metering equipment comply with the Rules and Regulations, including access and Electric Utility Service Equipment Requirements (EUSERC).

If panel availability or other circumstances delay your project, you may be eligible for temporary power through a customer-provided temporary power pole. This option requires a separate permit and meter spot but can provide electrical service for up to one year while permanent corrective work is completed. 

5
Have Burbank Building and Safety inspect the work

After the work is completed, the City of Burbank Building and Safety Division will inspect the installation. When Building and Safety issues a release confirming it is safe to re-energize the service, BWP will reconnect your electrical service.

This program is only available to Burbank water customers.

Forms will be available here or by calling BWP at (818) 238-3500.