City of Pensacola Update for March 19, 2024 (5:15 pm)
The City of Pensacola continues to investigate and restore services in the wake of a weekend network security incident.
The City is coordinating with local, state, and federal agencies in the investigative process. This is often a lengthy process, so we do not expect a quick resolution.
As for the restoration of services, our Innovation and Technology Department is continuing its deliberate processes to ensure as smooth a transition as possible.
We have heard from many Pensacola Energy customers trying to utilize the online payment process. The network outage has affected Pensacola Energy’s online payment capabilities and all payment processing capabilities. Pensacola Energy’s standard billing practices provide customers with a generous grace period, and penalties will not be assessed during this time.
Disconnects on delinquent accounts will also be deferred until all payment receiving and processing capabilities have been restored, and all payments received during the network outage have been processed. During this time, customers are encouraged to pay their bills with check by mail, or by check or cash in person at the City’s Customer Service Center located on the west side (i.e. Reus St. side) of City Hall, 222 W. Main St.
For our Sanitation Services customers, if your bill was due on or after March 15, 2024, late fees will not be assessed. Once online bill pay is restored, customers will have 3 business days to pay their bill before late fees will be imposed.
Mayor D.C. Reeves has instructed Directors and Department Heads to keep in mind the challenges we are currently facing when it comes to timelines for city customers. Our primary focus is not to penalize people unable to remotely access services during this outage.