Rules and Regulations

Is there a grace period for a security deposit when a non-residential property owner transitions between tenants?

Yes, eligible non-residential property owners get a 90-day grace period to connect electric service without a deposit while transitioning a property to a new tenant, as long as the owner is an existing EPB customer in good standing (no disconnect notices, returned checks, or non-pay disconnects). If electric service is needed longer than 90 days, the standard non-residential security deposit policy applies.

Are any non-residential customers exempt from the security deposit requirement?

Yes. Municipal, county, state, and federal agencies, as well as other utilities, are not required to provide a non-residential security deposit.

Why does EPB require a security deposit for non-residential (business) electric accounts?

All non-residential electric customers are required to provide an adequate security deposit on their business electric account to ensure coverage, in line with EPB's electric rules and regulations.

How is the security deposit amount calculated for a non-residential/commercial electric account?

The non-residential security deposit is typically set at two times the amount of the highest bill on that business account over the previous 12 months. If you're a new business customer without billing history, or a different type of business is moving into an existing space, the initial non-residential deposit will be based on a fault current sheet from your electrician until at least 6 months of usage history is established.

What forms of security deposit does EPB accept for non-residential electric accounts?

For a non-residential account, you can choose from:

Cash deposit – held by EPB and accrues interest per EPB's interest rate policy
Indemnity bond – valid for at least one year, in a form acceptable to EPB
Irrevocable letter of credit – valid for at least one year, in a form acceptable to EPB
EPB Enhanced Security Deposit Program – available to non-residential customers with good payment history, subject to insurance carrier approval

What happens if my non-residential indemnity bond, letter of credit, or Enhanced Security Deposit Program approval isn't ready when my business's elec

You'll need to provide another acceptable form of security deposit on your non-residential account until the preferred option is finalized. Once the bond, letter of credit, or program approval is received, the alternate deposit will be refunded.

Will the security deposit amount on my non-residential electric account change over time?

Yes. EPB reviews non-residential security deposit amounts annually and may adjust them based on the past 12 months of electric usage on that account. If your business is expanding or adding electric load, the account will be reevaluated as well. You can also request a review of your non-residential deposit at any time.

What happens to my non-residential security deposit when I close my business electric account?

The security deposit on your non-residential account, plus any accrued interest, will first be applied to any unpaid electric bill, and the remaining amount will be refunded to you.

Do seasonal businesses, like Christmas tree lots or special events, need a security deposit?

Yes, seasonal non-residential accounts (such as Christmas tree stands or special events) require a minimum security deposit of $350.

How does the non-residential security deposit work for property owners who lease business space to tenants?

EPB offers a blanket security deposit option for property owners whose non-residential tenant accounts change periodically. Owners can secure each electric account individually or aggregate them, and the deposit is based on the highest bill per account over the past 12 months, adjusted for occupancy rate. The property owner must continuously maintain this deposit, and when a tenant takes over the electric account, the tenant must provide their own non-residential security deposit per standard policy.

Do homeowner associations need to provide a non-residential security deposit?

Yes, homeowner associations are required to provide a security deposit on their non-residential electric account, following the same policy as other business accounts. However, after 5 years of service with a clean payment history (no disconnects, returned checks, or non-pay issues), the HOA can request that EPB waive the deposit requirement and refund the cash deposit plus interest. If any collection activity occurs afterward, EPB may require the HOA to re-establish the security deposit, and another clean 5-year period would be needed before it could be waived again.

What is EPB's mission?

Our Mission is to enhance the quality of life in our community by providing energy, communications and related services reliably, efficiently, and courteously at the best possible value.

How do I change my MyEPB portal password?

Log in to the MyEPB portal on EPB.com. Choose “Profile” from the menu on the left. Click “Change Password” and follow the prompts.

How can I reach EPB Technical Support for services I have at my business?

EPB Tech Pro support is available to assist with your business fiber services 24/7 at 423-648-1500.

Can I have a friend or family member receive my bills?

Our Third-Party Notification program helps you avoid service disconnections by having another person, such as a friend or family member, receive copies of bills and other important notices such as disconnect notices.

To designate a person for this notification, please call us at 423-648-1372.

What is the charge for going over my data limit?

With EPB Fiber Optics, there are no data limits. Use all of the data you want at no additional charge.

Can I choose the date of when my bill is due?

Residential customers may request to be billed on one of four optional dates each month. To choose a due date that’s right for you, call us at 423-648-1372.

Business customers can call 423-648-1500 to speak with a business account representative about options available to you.

Can I get a more detailed bill?

By default, customers receive a simplified bill, showing the amount of electricity used and amount of payment they owe. However, we also offer a detailed bill with a breakdown of costs, including TVA’s current adjustment for the cost of fuel to generate energy.

To start receiving detailed bills, please call us at 423-648-1372.

Does EPB offer assistance for the deaf or hearing impaired?

A Telecommunications Device is available for the Deaf (TTD) and TeleType (TTY) service is available for the hearing-impaired. The hearing impaired can also call 423-648-1372 for assistance.

Does EPB offer paperless billing?

EPB encourages all customers to enroll in paperless billing. When you do, you will receive a one-time $10 credit per account. To switch to paperless billing, please click here or call 423-648-1372.

Does EPB offer assistance for Spanish speaking customers?

Yes. Spanish speaking customers can receive bills in Spanish.

Can I have more than one energy account at a time?

Yes. You will, of course, be responsible for all costs associated with any account under your name. If you have been an EPB Energy customer for 12 continuous months with a good payment record, deposits for additional accounts may be waived.

Should I report a street light that’s out?

Yes. We maintain street lights for some of the municipalities we serve. Reporting broken street lights not only helps us perform this duty more efficiently, it also helps maintain safer streets in our community. To report a broken street light, contact us by online chat, email or phone anytime day or night.

Where is EPB located?

You can visit us at one of three convenient locations:

EPB Downtown Corporate Office

10 West M.L. King Blvd.

No contact, curbside payment machine on the Market Street side (across from Miller Park) available 24/7. Indoor payment machines available in lobby Monday-Friday, 8:00 a.m. - 5:00 p.m. Enter through the Broad Street entrance.

EPB East Brainerd

The EPB East Brainerd Service Center is located at 830 Eastgate Loop. This location offers 24/7 indoor and drive-thru payment machines, equipment returns, and in-person assistance Monday through Friday from 8:30 a.m. to 5:30 p.m.

EPB Hixson

The EPB Hixson Service Center is located at 2124 Northpoint Boulevard. This location offers 24/7 indoor and drive-thru payment machines, equipment returns, and in-person assistance Monday through Friday from 8:30 a.m. to 5:30 p.m.

What does EPB stand for?

EPB is your “anything-is-possible” energy and connectivity solutions provider. Our mission is to improve quality of life in the Chattanooga area, so EPB embraces changing technology and constantly innovates to enhance our customers’ lives. Using our community-wide 100% fiber optic infrastructure, we deliver unparalleled services, from reliable, automated energy to the World’s Fastest Internet to the ultimate TV experience.

Does EPB really have the world's fastest internet?

Yes. In 2010, EPB Fiber Optics became America’s first provider to deliver Gigabit-speed internet to every home and business. And in 2015, we became the first provider in the world to offer 10-Gigabit speed internet as an option to homes and businesses.

When was EPB founded?

Founded with the mission to “enhance quality of life for our customers and support local economic growth,” EPB was established in 1939 as an independent board of the City of Chattanooga.

How can I keep my electric bill roughly the same every month?

Levelized Billing gives you the ability to predict your bill each month. If you've been our customer at your current location for at least a year, we can calculate your monthly bill based on a "rolling average" of your power usage over the last 12 months. That means your bill won't fluctuate very much month to month – and you won’t have to settle up any difference at the end of the year.

To sign up for Levelized Billing, please call us at 423-648-1372.

How do I report an outage?

The three easiest ways to report an outage are on this web page, or on your smart phone using the free MyEPB app. You can also contact us by online chat, email or phone anytime day or night to report an outage.

Do you offer Large Print bills?

We’re pleased to offer a large print bill summary to make reading your electric bill easier.

To start receiving large print bill summaries, please call us at (423) 648-1372.

Does EPB offer an incentive for paperless billing?

Yes. Switch to Paperless Billing and get a one-time $10 bill credit for each account—that’s a $20 total credit if you convert both Energy and Fiber Optics bills.

How can I reach EPB Technical Support for my home services?

Our EPB Tech Pros are available 24/7 at 423-648-1372.

How can I make payment arrangements?

We understand that there may be times when paying your bill is difficult. If you need to request a payment extension and you meet the following criteria, you can avoid a disruption in your service by requesting up to a 7-day extension to submit a payment. Requirements include: