Click here to learn more about KUB's pandemic response.

At KUB, we understand that the spread of COVID-19 has had an adverse financial impact for customers and businesses in our area. In response, we acted quickly to suspend disconnects for non-payment in March and have worked with individual customers to waive late fees. We also continued working with community partners to ensure those in need of assistance received it. As we face a “new normal,” we recognize some customers have accumulated balances that may be difficult to pay. 

We have taken several steps to aid our customer as we prepare to return to normal billing operations in the coming months. Please refer to the frequently asked questions below to learn more. 

If you have questions about your account or bill payments, call 865-524-2911 to speak to a customer service representative. If you need help paying your bill, contact one of our community bill payments assistance partners. Please refer to the video and frequently asked questions below to learn more.

Frequently Asked Questions

When will KUB resume service disconnections? 

We will resume service disconnections for nonpayment beginning October 19. As always, notices and opportunities to make payment or payment arrangements will be provided prior to any disconnections. We are committed to working with customers to find solutions to keep safe, reliable utility service in their homes and businesses.

What if I have a large past due balance I can’t pay?

We recognize some customers have accumulated balances that may be difficult to pay. To aid them, we have waived any late fees accrued since March 16, 2020, and automatically enrolled customers in payment plans with repayment installments ranging from three to 15 months based on account balances (see table). Payment plans will be reflected on September bills.

Account Balance as of August 31, 2020 Installment Months
 $100.00 – $249.99 3 months
 $250.00 – $499.99 6 months
 $500.00 – $749.99 9 months
 $750.00 – $999.99 12 months
$1,000.00+ 15 months

Do I need to contact KUB to be set up on a payment plan?

Enrollment in a repayment plan has been automatically applied to eligible accounts, so there’s no need to call. However, if you have questions or need further assistance, we are here to serve you at 865-524-2911.

How do I know if my account is set up on a payment plan and what I should pay?

Your September bill will show automatic payment plan installments and any current charges. To determine the past due amount enrolled in the plan and monthly installment amount:

  1. Locate the ‘Other Charges’ section of your bill
  2. Look for ‘Credit Payment Arrangement’. There, you will see your monthly installment amount and total past due balance that was enrolled in the automatic payment plan (see areas denoted in example below).

Click the above image to enlarge.

After you have identified the monthly installment payment amount and the total past due balance that will be paid through the payment plan, look at bill stub to determine total amount due and due date.

The total shown under “Amount Due on Receipt” is due on or before the date shown under the “Past Due After” on your bill stub (see below).

If amount due is paid by the due date, no late fees will accrue, and service disconnection will be avoided.

Click the above image to enlarge.

We will also be mailing you a postcard and a letter to explain the automatic payment plan.

Will I need to pay late fees?

For accounts enrolled in automatic payment plans, late fees accrued since March 16, 2020, have been waived. If monthly installments and current charges are paid by noted due dates, additional late fees will not accrue.

How do I make a payment?

We offer several convenient payment options. You can find information on those options here. As a courtesy to our customers, we are waiving or reimbursing fees for our self-service and contactless payment methods.

Will my business be eligible for an automatic payment plan?

Yes, most small to midsize businesses with past due balances will be enrolled in automatic payment plans using the installment terms below. Refer to your September billing statement to confirm. If you are unsure or have questions, do not hesitate to contact a customer service representative at 865-524-2911 to discuss.

Account Balance as of August 31, 2020 Installment Months
 $100.00 – $249.99 3 months
 $250.00 – $499.99 6 months
 $500.00 – $749.99 9 months
 $750.00 – $999.99 12 months
$1,000.00+ 15 months

What if my account did not qualify for an automatic payment plan, can I get help?

Customers with accounts not eligible for the automatic payment plan should contact one of our financial assistance specialists at 865-524-2937 to discuss assistance options.

What if I prefer to not be on a payment plan?

Customers who prefer to not continue with automatic payment plans have two options:

  1. Pay the full past due balance that was split into installment payments and current charges shown on your September bill (see information below to determine what to pay).


Click the above image to enlarge.




      2. Contact a financial assistance specialist at 865-524-2937 and request that your account be removed from the payment plan.

What if I still need help even if I am on a payment plan?

We partner with several community agencies that have utility bill assistance funds available to assist customers. You can find contact information for the agencies in your county by dialing 211 (865-215-4211) or by clicking here.

In addition, we are committed to working with customers to find solutions to keep safe, reliable utility service in their homes and businesses. Contact a KUB financial assistance specialist at 865-524-2937 to discuss payment and assistance options.

Are utility bill assistance programs available for businesses?

Tennessee small businesses are now eligible for disaster assistance loans through the U.S. Small Business Administration (SBA). Click here for more. KUB has suspended disconnections for all customers, including businesses, until October 19, as we know many may be impacted. As we learn about assistance programs that could aid businesses, information will be provided on this page.

The SBA also offers loans through its Paycheck Protection Program to help small businesses keep their workforce employed during the COVID-19 pandemic.

UPDATE: Governor Lee announced an expansion of the Tennessee Small Business Relief Program on Aug. 14, adding $83.5 million to the program’s initial $200 million pot and opening it up to caterers, event venues, travel agencies and dozens of other businesses. 

Tennessee Business Relief Program
On June 2, 2020, Governor Bill Lee announced the use of federal Coronavirus Relief Funds to assist Tennessee small businesses impacted by the COVID-19 crisis. Governor Lee has directed the Tennessee Department of Revenue to issue business relief payments through the Tennessee Business Relief Program to small businesses for costs incurred as a result of mandatory business closures.

COVID-19 Funding and Support Available for Businesses
EnergyRight for Business & Industry has compiled this list of funding, guidance and tax resources that may be available to your business if you’re facing financial challenges as a result of the COVID-19 situation. The lists are organized by national, state and regional availability.

Are there ways I can save on my utility bill during this time?

Yes, there are ways you can reduce your water and energy consumption. Learn some best practices by clicking here.

Are there ways I can help others?

Per CDC guidance, following good hygiene and social distancing practice will help ensure that you and your communities remain healthy. If you would like to assist KUB customers who need help paying bills, consider donating to Project Help (see above description).