Frequently Asked Questions
The answer to many of your questions can be found here on our FAQ page.
  • Where can I see the electric rates?
  • Can I get an extension on my due date?
    • No. The final date to avoid disconnection is stated on your bill in red letters at the top, left-hand corner. (See sample bill) It automatically gives every customer the maximum amount of time allowed before being cut off. It clearly states, No Payment Extensions Beyond This Date."
  • Can I receive my bill via e-mail?
    • You can receive an email with the amount of your bill. To see your actual bill you will need to sign up for SmartHub at sign up. You may also use the SmartHub app on iPad/Phone or Android devices You can use your new account number on your first new paper bill in order to sign up for SmartHub.
  • Why am I not receiving my email bill?
    • If you have signed up for SmartHub you should receive an email with the actual amount. You will either need to use the Smarthub app on iPad/iPhone or Android devices, or login to to see your actual bill.
      Be sure to check your Junk or Spam folder to make sure it is not being placed there. If this email is in your Junk or Spam folder, please tell your email program that it is "not junk" or "not spam". If you need further help doing this with your email program, please contact your Internet Service Provider.
  • Are there organizations that can help me pay my utility bill?
    • Yes. The following organizations may help you with your bill:

      Aid Organizations
      God's Storehouse (931) 766-1265
      The Ministerial Association (931) 762-3771 
      South Central Human Resources Agency (931) 762-7863
  • Can I change my due date?
    • No, you can not change your due date.
  • Can I pay my bill online?
    • Yes. You can pay your bill online with a smart device like iPad/Phone or Android with the SmartHub application. Or by visiting
  • Can I pay my bill over the phone?
    • Yes. You may pay with a check or credit card. Click here to learn more about payment methods and fees.
  • Do I have to come inside to transfer my service?
    • Yes
  • Do you have a Senior Citizens Discount?
    • No
  • Is there an easy way to automatically pay my bill each month?
    • Yes, there is. It is called Bank Draft. Click here to learn more. There is also an autopay feature with SmartHub at
  • Is this where I pay the annual solid waste fee?
    • No. This fee is collected at a building located at the corner of Deller and Mahr Ave (North East of the court house.)
  • What does it cost to get electric, sewer, water, and/or gas connected?
    • Basic fees for residential customers are shown below.
       Service   Connect Fee   Deposit   Date Updated 
      Electric $20.00 $100.00 2/16/2016
      Gas $50.00 $100.00 10/28/2015
      Sewage $20.00 $0.00 10/28/2015
      Water $20.00 $75.00 10/28/2015
      ** These fees were accurate as shown in the Date Updated column (above).

      If you are a residential customer, you can ask us to check your credit history. This credit check does not show up on your credit report. The credit check returns a red, yellow or green light.
      • A red light indicates high risk and means you'll have to pay the entire deposit.
      • A yellow light indicates a level of caution and means you must pay half the deposit amounts.
      • A greeen light indicates minimum risk and that NO DEPOSIT is required.

      Regardless of the deposit amount, all service charges must be paid

      Commercial customers should contact customer service.
  • How late are you open?/What are your normal business hours?
    • Our normal business hours are Monday through Friday from 7:30am until 4:30pm CST.
  • What do I need to bring with me to get utility services turned on?
    • You will need to bring the following to the main lobby at our 1607 N Locust Ave office.
      • A Photo ID
      • Social Security Number
      • Cash, check, debit or credit card
        Note: We only accept Master Card or Visa.
      • If you are renting a residential property, you will need a completed Landlord Rental Agreement. It must be signed by your landlord. » read more
      • You must have a 911 address before we can connect a new service. Please call 931-766-0010 to obtain one.
  • What should I do if I have an after hours service issue such as a power outage or gas leak?
    • Please call (931) 762-7161 and leave your name, number and issue.
      For a gas leak, leave the building and call from another location
  • Who do I talk with about getting trees near power lines cut?
    • Please call (931) 762-7161 ext. 4733
  • How can I tell if my bill was estimated?
    • Sample Estimated Bill Click here, or on the image to the left, to see a sample estimated bill
  • What is RoundUp and how can I participate?
    • LUS can round up your utility bill to the next dollar amount, and let you donate the change to a worthy cause you choose. » learn more · sign up
  • Who do I contact to report someone who is stealing or diverting electricity?
    • Gary Mattox (931) 762-7161 ext. 4679
  • While trying to enroll in Smarthub, I put in my email and password but it said, 'Login entry is invalid,' why?
  • I entered my email and password on the login screen, but it said that the information I had supplied didn't match what was on file for the account. What could be wrong?
    • If you didn't complete the entire enrollment process, you will most likely need to contact a customer service representative and have them remove your email and password so you can start the enrollment process from scratch. Otherwise, if you supplied the service zipcode instead of the mailing zipcode and yours differs, this could cause the problem.
  • During the enrollment process, I clicked on a Login button, but it just took me back to the first login screen. What happened?
    • Many people click the Login button on step 5 of the enrollment process, and fail to read the instructions. They inform you that 'You will receive an e-mail with a temporary password. Use it to login and change your password.' Note: The letters in this temporary password are case sensitive. That means it matters if the letters are capitals or not. At this stage you should check your email for an email from LUS containing this temporary password. You must login with your email address and this temporary password. Then you will be prompted to, 'Please change your password.' At that point you will need to enter your new password in both text boxes. They must match in order to be successful.
  • During the enrollment process, why was I asked for a 'Security Passphrase'?
    • The 'Security Passphrase' is not a password. It is a phrase that will appear when you actually make a payment. This appears before you enter credit/debit card or banking information. If at that point you do not see the same 'Security Passphrase' that you originally supplied, DO NOT enter any financial information. That would be a sign of phishing (someone trying to use a fake site that looks like Smarthub in order to steal your credit/debit card or banking information).
  • How can I have this email sent to more addresses, and/or have text messages sent?
      • Login to Smarthub at
      • Click "Notifications" on the menu
        • Select "Manage Contacts" from that menu
          • Click the "Add Email Contact" button to add email addresses
          • Click the "Add Text Message Contact" button to add cell phone numbers
      • Click "Notifications" on the menu
        • Select "Manage Notifications" from that menu
        • On that page, configure the Billing and Miscellaneous notifications desired to contact you using one or more of the contacts that you established in the previous steps for one or more of the various types of notification event available.
  • I tried to login but it said my account was suspended. What do I do?
    • Contact a customer service representative at: (931) 762-7161.

If you still can not find the answer to your question, please contact us.

Last Updated: 10/27/2015