Winter Bill Q&A

What if I can’t pay my bill?

We are here to support you during this time. Following Winter Storm Fern, several special billing options were created to help manage finances. Customer Relations at 615-736-6900 will work with you to see what works best for your situation.

• No Disconnections or Late Fees: All service disconnections or late fees are suspended through June 2026.
• Flexible Payment Arrangements: You can set up unlimited payment arrangements through December 2026. This is a significant departure from our standard policy, designed to give you the time you need to manage your finances.
• United Way's Winter Storm Recovery Fund: Assistance is available to households facing financial hardships and unable to cover needs related to rebuilding efforts, such as weatherhead repair, hotel expenses, perishable food cost recovery, and more. The NES Board approved a $1 million donation to demonstrate our commitment to supporting community rebuilding efforts and your recovery.
• Low Income Home Energy Assistance Program (LIHEAP): Income-eligible applicants can receive financial support for their energy bills. 

Nothing has changed in my home. Why is my bill higher this month?

When the outdoor temperature is much colder or hotter than the temperature you set inside your home, it takes more energy to stay comfortable. During very cold weather, your heating system has to work harder and may switch to auxiliary or emergency heat, which is less efficient and more expensive to use.

Think of it like riding a bike uphill. You’re still pedaling at the same pace, but it takes more effort. In extreme temperatures, even if your thermostat setting hasn’t changed, the amount of electricity (kWh) needed to maintain that setting has.

Find out more about Understanding Your NES Bill. The increased kWhs are multiplied by the Energy Charge & TVA Fuel Cost Adjustment. More information about Rates

What can I do to reduce my bill going forward?

• See how to make your home energy-efficient at Energy Saving Tips and rebates for homes and businesses at Manage My Energy
• Sign up for Budget Billing. Budget Billing sets fixed monthly payments based on last year's usage and is reviewed regularly to avoid an unexpected year-end settlement.

Will I be charged for the days I experienced an outage?

No. Your bill is based on the electricity used at your home. When the power is out, no electricity is used during that period. If you want to know more, you can call Customer Relations at 615-736-6900.