To assist our customers, KUB has suspended disconnections for non-payment until further notice. While services will not be disconnected, bills will continue to accrue. We encourage customers to make payments if able. If you have questions about your account or bill payments, call 865-524-2911 to speak to a customer service representative.
Frequently Asked Questions
How long will disconnections be suspended?
At this time, KUB continues to assess the situation surrounding the COVID-19 pandemic and its resulting financial implications, and decisions about reinstating disconnections will be made accordingly. When KUB officially reinstates disconnections, customers will be proactively notified via kub.org and social media platforms, and KUB will also inform local news outlets.
Should I wait until KUB resumes disconnections to pay my bill?
KUB does not recommend waiting to pay your bill. Though services will not be disconnected during this pandemic, customers are encouraged to pay as much as possible on current or previous months' bills. As stated above, bills will continue to accrue even if service is not disconnected, and customers should pay as they are able to prevent high account balances when disconnects resume. Consider paying a small amount on your bill each week to reduce current and past due balances that would accrue late fees.
If your account is currently in good standing and paid in full, consider levelized billing to curb any unexpected payment amount spikes. For more information about levelized billing, click here.
Do late fees still apply during the pandemic?
While services will not be disconnected at this time, late payment fees on accounts will continue to accrue. Late fees only apply to past due account balances.
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, as we know many may be impacted. As we learn about assistance programs that could aid businesses, information will be provided on this page.
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.
How can I get assistance?
Call KUB at 865-524-2911 to discuss specific details on your account with a customer service representative and to find an assistance method that best fits your needs.
Currently, KUB employs three full-time counselors who, together, have 45 years of experience in social services assisting customers. They partner with over 100 agencies and faith-based organizations to assist families and individuals throughout our service area. In addition to working with local partners, customer counselors manage KUB programs and work closely with other KUB staff to educate and aid customers.
Payment Due Date Extensions
KUB allows customers requesting additional time to make a single monthly payment to extend payment due dates up to 45 days past initial due dates. Due date extensions can be requested by speaking with a customer service representative or through KUB’s automated phone system.
Knoxville-Knox County Community Action Committee (CAC)
CAC currently provides many forms of utility payment assistance. For utility bill assistance, contact CAC's Energy and Community Services at 865-637-6700. Due to the COVID-19 pandemic, all KUB customers looking for bill payment assistance are encouraged to call this number instead of physically visiting CAC.
Low Income Home Energy Assistance Program (LIHEAP)
Customer counselors also work with CAC, Douglas Cherokee, and East Tennessee Human Resources Agency (ETHRA) to assist customers who are applying to receive Low Income Home Energy Assistance Program (LIHEAP) funds. Call the above CAC phone number to find out if you are eligible to receive LIHEAP funds.
Project Help is an emergency heating-assistance program that funds electricity, natural gas, propane, heating oil, wood, or coal purchases for individuals and families who need temporary aid with their heating bills. CAC administers Project Help. KUB collects donations from customers and the community and sends 100 percent of those funds to CAC. Call the above CAC phone number to find out if you are eligible to receive Project Help assistance.
Credit Payment Plans and Payment Agreements
KUB offers credit payment plans and payment arrangements for customers experiencing financial difficulties or crises, such as loss of employement or wages due to the COVID-19 pandemic. Typically, under these arrangements, customers are required to make initial payments, and any remaining balances can be paid in installments for a predetermined number of months.
Tennessee Department of Human Services Assistance
On March 25, the Tennessee Department of Human Services announced that emergency cash assistance applications are now being accepted online for qualifying families that lost a job as a result of the pandemic state of emergency. Beginning on March 26, families can apply online for up to two months of emergency cash assistance if they were employed as of March 11, 2020, and have lost employment or at least 50 percent of their earned income as a result of the pandemic. Click the link above for more information, and click here to register to apply for emergency assistance.
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).