How can we help you today?
If you’ve got questions, concerns or comments, you’ve come to the right place—we have the local support professionals to handle it all. Take a look at the contact info on this page to find the right person to call, and also check out our FAQs. You just might find the answers you need before you even have to pick up the phone.
Report Service Problems 24/7
Main Phone: (423)625-2800
HR Fax: (423)625-2841
E-mail Customer Service*
E-mail NU Connect Fiber Customer Service*
*When emailing Customer Service, please note this email box is ONLY monitored during NORMAL BUSINESS HOURS. To report an outage or service problem 24/7, please call NU’s Outage Management System at (423) 625-2810 and have your account number or meter number available for easy access. You can also report outages or service issues using the Smarthub app for your smartphone or by creating an on-line account on our website.
P.O. Box 519
Newport, TN 37822
Billing Frequently Asked Questions
Who do I call if I have questions?
Please call 423-625-2800 and request to speak to someone regarding a billing question.
What information will I need when speaking to someone about my billing questions?
Please be sure to have your bill in hand when calling
Do you have instructions on how to read my bill?
Yes, we have an instructional packet that explains how to read your bill.
What payment methods do you accept?
We currently accept cash, check, money order, Visa, MasterCard and Discover
Fees & Deposits Frequently Asked Questions
How much are residential connect fees & will a deposit be required?
Connection fees as well as deposits may vary. Please see the attachment to view ratings.
Newport Utilities Deposit & Fee Schedule
What are the price listings for commercial deposits?
Please see the attachment to view ratings & options for commercial deposits.
Commercial Deposit Policy & Program Options
If I am cut off due to non-payment, how much will my re-connection fee cost?
Reconnection fees are time based. Please see the attachment to view ratings.
Newport Utilities Deposit & Fee Schedule
TVA Complaint Resolution Process
TVA Complaint Resolution Process (CRP)
What is the TVA Complaint Resolution Process?
TVA provides regulatory oversight of electric rates and service practices for TVA-served local power companies, including Newport Utilities. It is strongly encouraged that complaints are first discussed with NU first before filing a complaint with TVA. However, if you have an issue or complaint that has not been able to be resolved with NU, TVA’s Complaint Resolution Process may be able to help.
How can a complaint be filed?
What can I expect from TVA if I file a complaint?
- Investigate the complaint
- Answer your questions
- Attempt to resolve the complaint
TVA will not:
- Provide legal services that are sometimes required to settle complicated issues
- Replace NU’s obligation to resolve customer complaints
What information is required to file a complaint?
- There is no required information but it may be helpful to provide:
- The Account Holder name and service account number
- An explanation of the issue and any written documentation
How does the process work?
- After a complaint is filed, TVA will gather additional information.
- A resolution will be communicated to you and NU.
- If you are still not satisfied, then your complaint may be eligible for the Dispute Resolution Process.
If you need further assistance, please contact firstname.lastname@example.org or call (423) 751-2836.
LOBBY HOURS UPDATED MARCH 24, 2020:
NU is carefully monitoring the latest news about the coronavirus (COVID-19). Out of an abundance of caution, NU has closed the lobby at our Cope Blvd. location to foot traffic to minimize the risk of infection and to help prevent the spread of the virus. Please see the attached letter for alternate billing options.
7:30 am – 4:30 pm (Monday-Thursday)
7:30 am – 4:00 pm (Friday)
Drive Thru Hours: Extended While Lobby Is Closed
7:00 am – 7:00 pm (Monday-Friday)
Night Depository & NU Kiosk
Available 24 hours a day, 7 days a week
2020 Holiday Closing Schedule
New Year’s Day: Wednesday, January 1
Good Friday: Friday, April 10
Memorial Day: Monday, May 25
Independence Day: Observed Friday, July 3
Labor Day: Monday, September 7
Thanksgiving Day: Thursday, November 26
Day After Thanksgiving: Friday, November 27
Christmas Eve: Thursday, December 24
Christmas Day: Friday, December 25
170 Cope Boulevard
1419 West Highway 25-70
Water Treatment Plant
850 Cedar Street.
Wastewater Treatment Plant
465 Chemwood Drive
General Manager | Michael Williford (Interim)
V/P of Operations | Clint Hammonds
V/P of Finance and Accounting | Joni Daniel (Interim)
V/P of Human Resources and Compliance | Connie Frisbee
V/P of Technology and Customer Experience | Chris Calhoun
Manager of Electric | Curtis Williamson
Purchasing & Logistics Manager | Donna Cureton
Safety Program Manager | Chris Mullins
Corporate Communications Manager | Sharon Kyser
Customer Service Supervisor | Glenda Smith
Wastewater System Supervisor | Chris Archer
Water System Supervisor | Linten Atkins
Legal Counsel | James McSween
Medical Necessity Policy
Interested in our Medical Necessity Equipment Program?
Contact NU Customer Service Department at 423-625-2800 to request an application for Medical Necessity Equipment Program.
If Medical Necessity Equipment is no longer needed or you move to a location out of our service area, please notify our Customer Service Department at 423-625-2800. If you move to a new location in our service area and the equipment is still in use at your new location, please call to set up your new account as a Medical Necessity account.
Medical Necessity Program Overview
Newport Utilities will attempt to maintain a constant supply of electricity to your home in order to power Medical Necessity Equipment. Unfortunately, we are unable to guarantee uninterruptible service due to unforeseen conditions beyond our control, such as extreme weather conditions or for disconnection for non-payment.
For this reason we strongly recommend you take certain precautions to prepare ahead of time for possible power interruptions. Please consider the following:
- Having an emergency back-up power source.
- Keeping emergency back-up for all necessary medical supplies (e.g. an extra oxygen tank).
- Making a list of emergency numbers for medical personnel, friends, neighbors, etc. who may assist you in the event of an emergency.
- Contacting the American Red Cross for shelter or assistance during extreme power interruptions.
- Making arrangements to move to another location in the event of an extreme power interruption.
In the event of a power interruption, call 423-625-2800 and press 1 after greeting or 423-625-2810. Although we will respond to your area as soon as possible, severe storm damage can delay restoration.
In order to avoid likelihood of disconnect, we also request you pay your bill by the due date. Newport Utilities is precluded by law from discriminating between classes of customers. Although medical necessity conditions exist, these customers are subject to disconnect for non-pay, just as any other customer.