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Help / FAQs

  • What are NES's office hours?
    • Customer Relations Hotline: Monday-Friday, 6 a.m. to midnight and Saturday, 7 a.m. to 5 p.m. 
    • Customer Lobby: Monday-Friday, 8 a.m. to 6 p.m.                                                                                                                                                                                                     
    • Tree Tree Trimming: Monday-Friday, 7:30 a.m. to 3:30 p.m.

    See more at Contact Us

  • How do I report an Outage?

    You can report an outage anytime by:

    • Calling the NES outage number at 615-234-0000.
    • Signing into My Account or on the NES mobile app. 
    • Through the "Report" button on the Outage Map
    • Texting "OUT" to 637797 (mobile phone must be tied to account)
  • Where can I find help if I can't pay my bill?

    We are here to support you during this time. We have several special billing options to help manage finances. Check out Bill Q&A or call Customer Relations 615-736-6900.

    We will work with you to see what works best for your situation.

  • What is Budget Billing, and how do I sign up?

    Budget Billing makes your monthly bills easier to predict by spreading your energy costs out over the year. This helps you avoid big changes in your bill during hot or cold months.

    Enroll under "Quick Links" when you sign into My Account.

  • How do I sign up for a payment extension?

    The NES Payment Extension program gives NES customers extra time to bring their accounts up to date. With a payment extension, the balance due is extended, allowing more time to pay your utility bill without incurring collection fees.

    Enroll under "Quick Links" when you sign into My Account.

  • How can I contact NES about a tree trimming or vegetation management question?
    You can call our tree trimming hotline at 615-695-7400.
    Find out more about tree trimming and vegetation management at Tree Trimming.
  • How do I report an issue with a street light?
    You can report a street light issue easily under "Quick Links" when you sign into My Account.
  • How do I change my information, like name or contact number? 

    Sign into My Account

    • If you are on a laptop or tablet, select "Edit Profile" when you hover on "Overview" near the top left.
    • If you are on a cell phone, tap on the three lines in the top left corner and tap "Overview" and then "Edit Profile."
  • Is there parking at NES?
    Yes. NES has a parking lot available for customers at the Church Street entrance.
  • Can I reach someone after hours?
    NES has an after-hours contact center that can be reached at the normal Customer Relations number 615-736-6900
    .
  • Can I speak to NES in person?
    Yes. You can speak to an NES service advisor in our Customer Lobby located at 1214 Church Street weekdays from 8 a.m. - 6 p.m. 
  • Where can I mail my NES payment?
    Send payments to:
    Nashville Electric Service
    P.O. Box 305099
    Nashville, TN 37230-5099
  • Where can I mail NES correspondence?
    Send correspondence to:
    Nashville Electric Service
    1214 Church Street
    Nashville, TN 37246
  • When is the NES Customer Lobby open?
    Customer Lobby hours are Monday-Friday, 8 a.m. to 6 p.m.
  • What are NES’s holiday hours?
    Our offices will be closed on the following days in 2026:

     

    • New Year's Day - Thursday, January 1
    • MLK Day – Monday, January 19
    • Good Friday – Friday, April 3
    • Memorial Day – Monday, May 25
    • Juneteenth Holiday - Friday, June 19
    • Independence Day – Friday, July 3
    • Labor Day – Monday, September 7
    • Thanksgiving – Thursday - Friday, November 26 - 27 
    • Christmas - Thursday - Friday, December 24 - 25
  • Who do I contact for issues that cannot be resolved by NES?
    TVA provides regulatory oversight for NES and other utilities in the Tennessee Valley. If you have an unresolved issue regarding your electric service that cannot be resolved by NES, visit tva.com/complaintresolution.