FAQs

Question 1:

What do I need to do to transfer my electric service to a new address?

Answer 1:

Once the previous tenant has disconnected service, you may call our Applications Department (952-5010) to transfer your service. We will need a copy of your driver’s license (or other photo i.d.) and social security card. An application for electrical service will need to be completed at our office, faxed, or submitted online (E-Bill).

Question 2:

Will I be required to pay a deposit?

Answer 2:

Yes. Deposits are required for all electric customers. Customers have the option of a credit check through ONLINE Utility Exchange or pay the maximum designated deposit. Those customers with a satisfactory credit score will not be charged a deposit.

Question 3:

I have had electric service for over a month. When will I receive my first bill?

Answer 3:

A typical billing cycle is between 28 and 32 days. A customer must first use electricity before they can be billed. At the end of a billing cycle (generally 30 days), a meter reader will record your energy usage. JCPB will then calculate and process your bill. Customers are allowed at least 15 days to pay. Therefore, your first bill may not be due until 60 days after your electric connection date.

Question 4:

What is the customer charge?

Answer 4:

The customer charge is a fixed monthly charge designed to evenly distribute costs JCPB incurs when providing electric service to customers. Examples of charges that are incurred are: meter reading, maintaining customer records, capital and maintenance costs, etc. In other words, whether customers use electricity or not, it costs to provide electric service to each and every customer. In order to spread the cost of supplying means to receive electric service evenly among customers, all customers (i.e. residential, commercial, and industrial) are charged a customer charge.

Question 5:

May I make payment arrangements on my electric bill?

Answer 5:

Payment arrangements can be made by speaking to one of our customer support advocates, weekdays 8 am to 5 pm. You may contact Customer Support at 423-952-5014. Any arrangements will include the monthly amount due, plus late fees. At least one-half of the monthly balance must be paid before arrangements can be made.

Question 6:

Why do the JCPB meter readers sometimes not get out of their vehicles to read my meter?

Answer 6:

Many JCPB meters are read remotely via electronic frequency. These types of meters are called "ERT" meters. With these types of meters, meter readers may simply drive by your house and push a button on their handheld meter reading devices to read your meter. Also, many meter readers are so familiar with the dials that they are able to read them from at least 20 - 25 feet away.

Question 7:

When rates change, how does that affect the price I pay for energy used before or after a rate change?

Answer 7:

JCPB reads customer meters in cycles. Meters are read and billed every business day. One billing cycle may be read at the end of one month or the beginning of the next month. Since meters are read once every 28 to 32 days, there is no way to determine when energy is used before or after a rate change. Therefore, the only feasible solution is to apply new rates after their effective date to accounts issued according to their designated billing cycle.

Question 8:

What percentage of my electric bill accounts for actual electricity use?

Answer 8:

About 80 percent of your monthly electric bill is purchased power from the Tennessee Valley Authority (TVA). The remaining 20 percent represents JCPB’s operation and maintenance expense, depreciation and taxes, interest expense and capital reinvestment.

Question 9:

How can I change my password to access my account online?

Answer 9:

To change your password, contact one of our customer support advocates at 423-952-5014.

Question 10:

I have a security light that is not working. Who do I call to have it repaired?

Answer 10:

You may contact the JCPB Service Department at 952-5025 to report a security light that is not working. For more information on JCPB security lights, visit the programs and services section under “Your Home.”