Frequently Asked Questions

Q: How do I contact customer service?

A: You can contact our customer service team during normal business hours by calling (931)-684-7171 or email us.

Q: What are your normal business hours?

A: Our customer service team is available Monday through Friday from 8:00 AM to 5:00 PM.

Q: How do I report an outage or emergency during business hours?

A: You can report a power outage, water leak, or sewer issues by calling (931)-684-7171 or by calling/texting (833)-863-1533. You can monitor outages in your area by using Home Town Grid.

Q: How do I report a outage or emergency after hours?

A: You can report a power outage, water leak, or sewer issues by calling (931)-684-7171 and pressing option 1 or by calling/texting (833)-863-1533. You can monitor outages in your area by using Home Town Grid.

Q: Can I view my billing history online?

A: Yes, you can view your billing history and current charges through our online customer portal.

Q: How do I pay my bill?

A: You can pay your bill online, automatic payments, bank drafts, on the app, by calling (866)-784-0063, night deposit box, or by mail. We also offer in-person payment options at our office.

Q: How do I set up automatic payments or bank drafts?

A: You can set up automatic payments through our online customer portal, or you can setup bank draft by bringing a voided check to our customer service team.

Q: What payment methods do you accept?

A: We accept various payment methods, including cash, credit/debit cards, checks, and money orders.

Q: Can you take a payment over the phone?

A: For security reasons, our employees are not able to take payments over the phone, but you are able to make a payment over the phone to our 24/7 IVR payment system. Call (866)-784-0063 to make a payment over the phone. You will need your account number to complete this process. 

Q: How do I set up a new account?

A: You can set up an account by visiting our customer service in office.

Q: What forms of ID does SPWS require to obtain service?

A: SPWS requires 2 forms of Valid ID. Driver Licenses/State Issue Photo ID, Social Security Card, Birth Certificate, Passport, W-7, or other forms by visual approval.

Q: Do I need proof of ownership or lease of property?

A: Yes, SPWS requires either a signed lease agreement, signed closing disclosure, or signed settlement statement documentation for the property you are requesting services for.

Q: How much is a deposit?

A: SPWS deposit amounts are determined by a credit check. Please see Deposit Policy for more details here. A deposit is not required for Pre-Pay service.

Q: If my bill is due on Saturday or Sunday will it be considered late if I pay it on Monday.

A: No, if a bill is due on the weekend or an SPWS holiday, you have the following day to pay before a penalty is applied.

Q: When is my bill considered past due?

A: Your bill is considered past due the morning after the due date and a 5% late penalty is applied. Any account that is past due 10 days following the original due date is subject to disconnection.

Q: What happens to my account after it's been disconnected for non payment?

A: If an account is not paid within 7 days after being disconnected, the account is considered closed. In order to re-establish service you will be considered a new service applicant.

Q: Does SPWS offer payment arrangements?

A: Yes, you get three arrangements within a twelve (12) month period. There must be special circumstances to receive an arrangement. Not all circumstances guarantee you an arrangement. You cannot have 2 arrangements for consecutive months.

Q: What is the TVA fuel cost adjustment?

A: This charge is calculated by TVA to cover their fuel cost of the generation of electricity. This covers fuel used to create the power, such as nuclear, gas, coal and other resources.

Q: Why is my bill higher in the winter?

A: Your bill may be higher in the winter due to increased heating costs and longer hours of operation for heating systems to maintain a comfortable temperature .

Q: How do I keep my energy costs down in the winter?

A: The Tennessee Valley Authority (TVA) recommends setting your thermostat to 68°F during winter to maintain comfort while saving on energy costs.

Q: Why is my bill higher in the summer?

A: Your bill may be higher in the summer due to increased cooling costs and longer hours of operation for cooling systems to maintain a comfortable temperature .

Q: How do I keep my energy costs down in the summer?

A: The Tennessee Valley Authority (TVA) recommends setting your thermostat to about 76-78°F during summer to maintain comfort while saving on energy costs.