IMPORTANT UPDATE FOR OUR MEMBERS
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During this challenging year, we have worked hard to maintain a healthy workforce to meet the needs of our members. In order to reduce the chance of any employee or member becoming sick, and in response to the recent recommendations by the Governor, we will be closing our lobbies to the public starting Monday, November 23. We expect lobbies to remain closed to the public through the end of 2020.
The drive-thru at both locations will remain open, but the lobby and offices will be closed to non-essential personnel. Our Radcliff drive-thru is open for payments. For service, members should call 270-765-6153 or use the E'town drive-thru. Our employees will continue to serve our members in all the capacities that they normally do. This includes our office personnel and crews in the field.
Members will be able to pay bills, start service, and all other necessary business through the drive-thru, our free SmartHub app, our website, by phone or the night deposit. Anyone with questions regarding any of these options can call 270-765-6153. We strongly encourage members with service requests or anyone who can use our call center to do so to avoid drive-thru wait times.
We understand that this may cause an inconvenience to some of our members, but we are confident that we can work through this challenge together. We will continue to monitor the situation and will update you as we know more about how long this situation will be necessary.
Nolin members with a past-due balance will be subject to disconnection starting November 9, 2020. In response to a clarification of an order by the Public Service Commission, Nolin moved this date from the original date of November 2nd. It is very important that members with a past-due balance contact us PRIOR to November 9th at 270-765-6153 and select 2 to speak with a customer service representative about payment options. We want to help members avoid disconnection, so we ask that members contact us today to make arrangements. We have made several attempts to contact all members with delinquent accounts by phone, email or mail to set up a payment plan.
OPTIONS FOR MEMBERS WITH A PAST-DUE BALANCE:
Pay the entire past due balance BEFORE November 9, 2020. Payments can be made at our office, by phone, on our website or through SmartHub. Prepay accounts must have a positive balance to maintain service.
Set up a payment arrangement – we will do our best to accommodate your budget and needs.
- If post-pay account, set up a payment arrangement contract.
- If prepay account, members can request that the current past due balance be put on an arrangement. Members would need to make a payment to have a credit on their account and all payments would be split with 70% going toward their Prepay balance and 30% applied to their arrangement, until the arrangement is settled.
Post-pay accounts can switch to a Prepaid Electric Service account – if you have a security deposit on file, this is the BEST option to help pay down your balance. The security deposit will be applied to the past due balance and, if more than the balance, as a credit to the Prepay account. If the past due balance is more than the deposit, additional payments will be split with 70% going toward the Prepay balance and 30% applied to the past due balance. Members will need to make a payment to have a credit on their account to maintain service. In order to be eligible for Prepay, members must have access to the Internet, have a valid email address, and cannot have a medical condition requiring electricity.
AFTER NOVEMBER 6, 2020:
We are ordered by the Public Service Commission to arrange a default payment plan for
accumulated arrearages from service rendered on or after March 16, 2020 and before October 1, 2020
for all members with past due balances. The default arrangement will apply to all members with past-due balances who have not already entered into an arrangement with Nolin by November 6, 2020.
Prepay: All prepay members with a past due balance as of November 6th will have the default payment arrangement put on their account per Nolin’s tariff with a 70/30 split. Any payments after the arrangement is made will have 70% of payment crediting their prepay balance. The residual 30% will pay off their debt service. We will resume prepay disconnects on November 9th for prepay accounts as normal.
Post pay: Prior to billing each of the cycles below we will create 7 month default contracts on any post pay accounts with past due balances accrued from March 16, 2020 – September 30, 2020. We will mail out those contracts to our members with communication to contact the office if they need to extend the default contract.
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