Will I be disconnected?
CDE Lightband is suspending the disconnection of service due to non-payment until May 31st. However, this does not remove any balance owed before or accrued during this time. All balances will be due when we resume normal business practices.
Do I have to pay my bill now?
Yes, everyone that can pay their bill should continue to do so by their due date. Effective March 17th, CDE Lightband is temporarily suspending disconnects until May 31st and will continue to reevaluate as the pandemic progresses. We encourage those who can pay their bill to do so in order to avoid a large future balance.
Can I get a refund if I already paid?
CDE Lightband is unable to refund any payments made to your account previously.
What if I am on Prepaid (Power to Go)?
Prepaid service will not be disconnected during this time. We encourage our customers to keep a positive balance on their account, if possible, to avoid interruption when we resume normal business practices. We are also offering payment arrangements for any customers experiencing a financial hardship. Please call customer service to discuss options, 931-648-8151. Customers will still receive daily billing notifications.
I am concerned that I will not be able to pay my bill once normal business resumes. Can CDE Lightband help me?
CDE Lightband is offering extended payment arrangements for those with financial hardships. Please call customer service to discuss options, 931-648-8151. We also partner with nonprofits, community and faith-based organizations to offer assistance programs to those in need.
Are credit card fees being waived?
Third-party credit card fees are not being waived at this time however we have multiple ways to pay without being charged fees:
- Login to your Account and use the e-draft option
- Drive thru and drive thru kiosk
- Temporary kiosk inside of CDE Lightband building vestibule
- No fees with any cash payments at our other kiosk locations
Will I be charged late fees during the disconnect suspension?
Late penalties are being waived for the month of May. These will show on your monthly statement, but will be removed from your account. We also offer a one time waiver every twelve months. The disconnect for non-payment fee is being waived until we begin disconnections again.
How are CDE Lightband field personnel handling in-person interactions?
As part of our efforts to help reduce the spread of COVID-19, we’re taking extra steps before any direct interactions with our customers or others in the public. If an in-person meeting is necessary, our employees may ask a series of questions before entering a home or facility. They may also wear special protective clothing and ask that you help them maintain a distance of at least 6 feet. We will also try to resolve issues by phone or other communication methods to avoid the need for direct interactions when possible. Thank you for your understanding.
What does “suspending disconnections for nonpayment” mean exactly?
Suspending disconnections for nonpayment means we are giving customers extra time to pay if they need it. If you are in an unusual situation and need assistance, we’ll work with you on an extension. Additionally, we will not disconnect customers’ electric service at this time, even if they have not paid bills that are overdue. We will continue to read meters and send bills, so we encourage customers to continue to pay their bill to avoid large balances later.
Is service free during this time?
Service is not free during disconnect suspension.
If I do not pay, will I be disconnected?
If you are experiencing a financial hardship and unable to make your payment, your service will not be disconnected during disconnect suspension of May 31st. We do encourage everyone to make their payment if at all possible to prevent a large balance from accumulating.
Why should I continue to pay my bill now if there are no disconnections?
CDE Lightband encourages all customers to continue to make their payments as best they can. The temporary suspension of disconnection means that your service will not be disconnected through May 31, 2020. Your balance will become due when we resume normal business practices.
Will I continue to receive bill alerts and reminders during this time?
Yes, you will continue to receive these notifications if you are signed up for bill alerts, reminders and Prepaid accounts. We are only suspending disconnect for non-payment. You will still receive the following alerts if enrolled:
- Bill Notification Alerts
- Bill Due Reminder Alerts
- Bill Past Due Alerts
- Prepaid Usage Alerts
Click HERE to sign up online for bill alerts.
I have a question about my account or bill. How do I connect with someone in customer service?
CDE Lightband Customer Service team is available to answer questions regarding your residential account Monday – Friday, 8 a.m. – 5 p.m. at 931-648-8151 or via chat. Our drive thru is open 7 a.m. – 7 p.m. Monday – Friday.
How is CDE Lightband protecting the health and safety of its employees?
CDE Lightband has been closely monitoring the potential threat posed by COVID-19. Proactive actions have been taken to both prevent the spread of the illness and protect the safety and health of employees, including:
- Pre-screening questions before we send Broadband installers out to protect employees & customers
- Implementing telecommuting for those who can perform their duties remotely
- Cancelling facility tours and external meetings
- Increasing cleaning frequency at company locations
- Aggressively sanitizing work areas
- Cancelling all non-essential business travel – both domestic and international
- Asking employees to self-identify, if they have or plan to travel internationally
- Using technology for meetings
The company regularly provides information and updates on the virus to employees, including prevention recommendations from the Centers for Disease Control, and is following the latest developments and updates from public health officials and medical professionals.