FAQ

E-bill is a free option for any NGEMC customer interested in receiving and reviewing their electric bill securely over the Internet. Using E-bill, you will receive an E-bill notification on the bill date.

• 24-Hour Access: Your statement will be sent to your email and will be available to you anytime, day or night.
• Record Keeping: You can store and access your statement on your computer’s hard drive for future reference and retrieve past statements through our online secure server.
• Environmentally Friendly: E-bill eliminates paper billing and the resources it takes to make and deliver your bill each month.

Pay your bill automatically each month from your checking account. You still receive a bill ahead of time denoting the amount that will be drafted on the due date. Sign up for bank draft at any office or online.

Levelized Billing

Levelized billing makes your bill amounts predictable and more consistent year-round. Because it is based on a rolling average of the current and previous 11-month period, the amount due will fluctuate slightly.

Your actual energy use will continue to show on your bill and on our online usage graphs so you can still monitor the amount of electricity your home consumes.

To participate in levelized billing you must

1. Be an NGEMC member for at least 12 months at the same service address,
2. Have a zero balance, and
3. Keep your account current.

Log in to your account to sign up.

Budget Billing

Budget billing adds even more stability to your monthly bill by setting your payment at the same amount for 12 months. The amount you will pay each month is based on the average usage for 12 months at your location.

After the 12th months, the account is reviewed against your actual usage in order to calculate your standard bill payment for the following year. If you paid for more energy than you used, a credit will be rolled over onto the next bill. Likewise, if you used more energy than you paid for, the balance will be rolled over to your next bill.

Your actual energy use will continue to show on your bill and on our online usage graphs so you can still monitor the amount of electricity your home consumes.

To participate in budget billing you must

1. Be an NGEMC member for at least 12 months at the same service address,
2. Have a zero balance, and
3. Keep your account current.

Please contact us to sign up. Note: enrollment for budget billing is not available through the member portal or My NGEMC Account app at this time.

Pay online or over the phone 24/7 with our electronic checking service. Simply set up a profile online or over the phone (you will need your banking and bill account information) and you will be able to make your payment any day, anytime at your convenience. When paying by E-Check, be prepared to provide the following required information: driver’s license number, bank routing number, bank account number, date of birth, phone number and the type of account (checking or savings).

Payment options are unavailable nightly between 11:49 p.m. and 12:01 a.m. and on the last day of the month from 9:59 pm to 12:01 a.m for system processing.

The My NGEMC Account App for Android™ and Apple™ makes it easier than ever to do business with us. With this free app, you can do the following:

• Report Power Outages
• Make Payments
• Update Account Information
• Manage Alerts & Reminders
• Receive Notifications
• View Electricity Use

Download the app from Google Play or the App Store.

The NGEMC Mobile App is free to download and install. If you have more questions about the NGEMC Mobile App, visit our FAQ page.

Payment options are unavailable nightly between 11:49 p.m. and 12:01 a.m. and on the last day of the month from 9:59 pm to 12:01 a.m for system processing.

NGEMC members can now pay their bill at the cash register of dozens of retail locations throughout our seven-county service area. The CheckOut service allows members to pay their bills at any of the locations listed on their website. A $1.50 convenience fee will be collected by our third-party retail partners on every transaction.

TO GET STARTED: Visit the Checkout homepage and enter your NGEMC account number to get your barcode. Please note that this is different from the barcode printed on your NGEMC bill. Bring this barcode with you to one of our participating retail locations. The cashier will scan your barcode and enter the amount you would like to pay. Your payment will post to your account within a matter of minutes.

The Checkout Service is available for both regular and Prepay accounts.

Please note: this option is meant to give our members one of many ways to conveniently pay their bill. NGEMC will NEVER call you to demand immediate payment or instruct to load a prepaid card at a specific retailer and return our call with the card number. Similar scams have been in operation in the past. Visit our Scam Alert page for more details.

Self-service payment centers are located at NGEMC offices in Dalton, Calhoun, Fort Oglethorpe, and Trion. These touchscreen stations accept cash, credit/debit card, and check.

Change is not given for cash payments; instead a bill credit is applied.

Payments to NGEMC made through the payment kiosks are posted immediately.

These kiosks also accept other utility and mortgage payments. Fees for making other types of payments vary depending on the business arrangement with the kiosk vendor. These other types of payments are typically posted next day.

Payment options are unavailable nightly between 11:49 p.m. and 12:01 a.m. and on the last day of the month from 9:59 pm to 12:01 a.m. for system processing.

Locations:

Dalton office drive-thru
1850 Cleveland Hwy.
Dalton, GA 30721

Fort Oglethorpe drive-thru
3368 Battlefield Pkwy.
Fort Oglethorpe, GA 30742

Calhoun office drive-thru
1128 S. Wall St.
Calhoun, GA 30701

Trion office drive-thru
13822 Hwy. 27
Trion, GA 30753

Bills can be mailed or placed in our 24-hour drop boxes.

Find locations and hours for NGEMC offices.

Self-service kiosks are located at all NGEMC office drive-throughs and are accessible 24/7/365.

When we use information from your check to make an electronic funds transfer, funds may be withdrawn from your account as soon as the same day we receive your payment, and you will not receive your check back from your financial institution.

If you have questions about the check conversion process, please call our member services representatives at any office.

NGEMC Members with the United Healthcare Ucard may be able to pay their utility bills by visiting the Walmart Service desk with their card or by contacting United Healthcare and requesting direct payment to NGEMC. Please note: NGEMC is not able to process a Ucard for payment via our drive-thru, phone or the NGEMC online portal.

For the quickest payment without a fee, visit your local Walmart Service Desk. The payment will take approximately three days to reach NGEMC.

You will need the following:

• Your United Healthcare Ucard,
• Your NGEMC account number,
• The street address where you receive service from NGEMC,
• NGEMC’s mailing address: P.O. Box 1407, Dalton, GA 30722, and
• (SUGGESTED) an email address for payment confirmation.

Alternatively, request payment be sent directly from United Healthcare to NGEMC by phone or online. (NOTE: there is a charge for these options, and it may take two weeks to reach NGEMC.)

REQUEST BY PHONE:

Call the number listed on the back of the card and request a Utility check payment be made. Please allow two weeks for this method of payment.

You will need the following:

• Your NGEMC account number,
• The street address where you receive service from NGEMC, and
• NGEMC’s mailing address: P.O. Box 1407, Dalton, GA 30722.

The payment will be made as a physical check. Please note this could take up to seven days for United Healthcare to process the payment and additional time for the Mail to deliver. Please allow two weeks for this method of payment. United charges $1.50 for this service.

REQUEST ONLINE:

Visit Untied Healthcare’s website or download the UnitedHeathcare smartphone app. Please allow two weeks for this method of payment.

How to request:

1. Open the App or website and sign in (or sign sign up if you have not already done so.
2. Select the Virtual card for the current year.
3. Select the Utility bill payment option.
4. Enter the following information:
• Your NGEMC account number,
• The street address where you receive service from NGEMC, and
• NGEMC’s mailing address: P.O. Box 1407, Dalton, GA 30722.
• Your email address for confirmation.

The payment will be made as a physical check. Please note this could take up to seven days for United Healthcare to process the payment and additional time for the Mail to deliver. Please allow two weeks for this method of payment. United Healthcare charges $1.50 for this service.

We understand that being without power is frustrating, and during widespread outages NGEMC crews work around the clock until everyone’s power is restored.

Here’s how the power restoration process works in such a situation:

Right after a storm hits, we begin assessing the damage based on a combination of remote monitoring and customer calls. However, it is not uncommon for us to find, when our crews arrive at a location to repair the damage, that the scope of damage is not exactly what was expected.

Not knowing the exact scope of work needed until we arrive on the scene is the primary reason we are not able to estimate the time it will take to get to specific locations. So, if you can see anything unusual, like a tree down on a line, and you can give us that information and location when you call, it is helpful.

Additionally, following large storms, with thousands of damaged locations, new damage being reported daily, and the changing scope of work and conditions, there is simply not a reliable way to predict when we’ll reach certain areas. For example, we may reach an area only to find out we will need a boat to reach a span of wire or that there are massive trees down in our way.

However, when the extent of power outage warrants it, our crews do work 24/7 to restore power. And they don’t stop working until everyone is back on.

Please have a backup source of power ready for any essential medical equipment.

Rest assured that we continue working 24/7 to restore power and we do not stop until everyone is back on.

There are several possible reasons for this.

• A circuit breaker or main service breaker may have been activated. This may be reactivated by the homeowner.
• Some neighborhoods get electricity from several different circuits, so you may notice your lights are out, but your neighbors have power.
• There may be a damaged transformer serving 3 or 4 homes in the neighborhood, but the transformers serving the remaining homes are working properly.
• The line connecting power from your street to your home could be broken.
• There may be damage to your meter or the equipment that holds the meter (meter center). If your meter center is damaged, contact a licensed electrician to repair it.
• Make sure that you’ve reported your power outage to North Georgia EMC – we may not be aware that your power is out unless you let us know.

We do work 24/7 to restore power, and we will not stop until everyone is back on.

If you have reported your outage to us, you are on the power restoration list. If you haven’t reported your outage, please contact us:
My NGEMC Account Mobile App

Report your outage using our Mobile App available for free for Android and iPhone mobile devices.
Telephone

During periods of high call volume, hold times may be longer than usual.

Thank you for your patience.

Dalton – (706) 259-9441; Calhoun – (706) 629-3160;
Fort Oglethorpe – (706) 866-2231; Trion – (706) 734-7341

During major outages, outage updates and restoration progress will be posted to our social media pages.

• No, we do not maintain a list of preferred contractors. Be sure to research installers thoroughly before signing any contracts.
• We recommend using a certified installer. You can search the NABCEP (North American Board of Certified Energy Practitioners) Professional Directory at Home – NABCEP.
• NGEMC can estimate your potential savings based on your prior year’s electric usage.

• NGEMC has a preferred installation diagram that outlines our requirements for commissioning solar arrays. Systems that do not pass inspection will incur a $275 trip charge for each additional inspection visit until the system passes. Contact NGEMC for more information.
• Yes, you may install a PV system yourself; however, it may be wiser to hire a professional contractor to avoid complications or injury.
• Be sure to ask NGEMC about interconnection requirements, including any applicable costs and liability insurance requirements.
• If you have not already contacted NGEMC about your plans, do so now by reaching out to our Energy Services team. Discuss the steps you have taken and provide information about the PV system you are considering. This will help ensure your system meets NGEMC’s interconnection requirements.

You may also have questions about installation costs, reliability, system sizing, space requirements, equipment lifespan, performance during cloudy weather or at night, and available federal or state incentives. Visit the Solar 101 webpage for answers to many frequently asked questions.

• Sample Dispersed Power Producers (DPP) Interconnection Agreement
• Sample Non-DPP Interconnection Agreement

Yes.

• You will need to sign an interconnection agreement. NGEMC offers two options.
  • Option 1: You consume the energy you generate to offset your electric usage and send any excess energy back to the grid without compensation.
  • Option 2: You generate and consume power while selling excess generation to TVA through the Dispersed Power Producers (DPP) program. Once your agreement is approved by NGEMC, you will receive a copy. TVA requires NGEMC approval before you can enroll in the DPP program.
• Once the agreement and system design are approved by NGEMC, installation may begin.

Yes.

1. A lockable, lever-operated disconnect switch must be installed for emergency shutdown purposes. Contact Energy Services for an example of our preferred installation diagram.
2. Once your project is approved, you or your installer should notify NGEMC. We will need a copy of the system’s one-line diagram to review loading conditions and approve the installation plan.
3. Also, check with your local building authority regarding any ordinances or permitting requirements. If you live in a community with a homeowner’s association (HOA), you may also need its approval.

• Sample Dispersed Power Producers (DPP) Interconnection Agreement
• Sample Non-DPP Interconnection Agreement

Yes, you will still receive a bill.

• At a minimum, your bill may include:
  • Grid Support Fee
  • Taxes
  • Monthly light rental charges
  • Heat pump loan payments (if applicable)
  • Any other applicable fees

• If you do not have battery storage to offset overnight consumption, or if your solar system is undersized, you will continue to purchase electricity from the grid. These charges will include applicable kWh usage and fuel charges.

• No. All solar installations must be connected behind the meter.
• The array disconnect switch must be installed near the electric meter and clearly labeled as the solar array disconnects.

No.

1. The TVA Dispersed Power Producers (DPP) program is currently the only option for receiving compensation for excess generation.
2. Participants in the DPP program are charged $5.25 per month for NGEMC to report generation data to TVA. Current program rates and guidelines.

No.

• If the system cannot be commissioned during the initial inspection, a $275 trip fee will be charged. This fee must be paid before any additional inspection visits are scheduled.

•  NGEMC’s Engineering Department will review your installation plans. If utility facility upgrades are required, you will be responsible for the associated costs. Any required upgrades must be completed before your system can be interconnected.
• If you are installing a large-scale solar system on a significant parcel of land, a load study may be required before construction begins. The customer is responsible for the cost of the study.

Consider the age and condition of your roof. If it may need replacement within the next few years, it may be wise to replace it before installing solar panels. Otherwise, the solar array may need to be removed and reinstalled when roof repairs or replacement are required.

Yes. Through TVA’s Solar Solutions Initiative (SSI), NGEMC has installed an 89.6 kW solar array at our Dalton office. The array can supply up to 15% of the building’s energy needs while providing NGEMC with firsthand experience and knowledge of solar technologies.

• Review all applicable local, state, and federal requirements before starting your project. NGEMC and/or TVA may require proof of regulatory approval before interconnection agreements and design plans can be finalized.
• If you plan to participate in TVA’s DPP program, notify TVA in advance regarding your project plans.

• NGEMC or TVA can perform a home energy evaluation at no charge for NGEMC members. An energy advisor will provide recommendations and tips to help improve your home’s energy efficiency.

  Some energy-efficiency improvements may qualify for TVA rebates when completed by an approved TVA contractor. Visit TVA EnergyRight to learn more.

The Dispersed Power Production Program (external link) allows companies or residential customers to produce renewable energy such as solar, or co-generate green energy such as biomass, and sell all or excess generation back to TVA at TVA’s avoided cost. Contact NGEMC Energy Services for up-to-date information on other solar power development programs.

Helpful Websites

• Solar Energy Resource Basics (U.S. Department of Energy)
• PVWatts® Calculator
• Database for State Incentives for Renewables & Efficiency
• Solar Energy Industries Association
• Tennessee Valley Authority

The native apps also allow you to register your accounts to receive push notifications for account milestones, such as an approaching or a missed due date. Push notifications are not available through the mobile website.

Our Mobile Apps are supported on the following platforms:

• iOS 7.0 and above (Apple Products)
• Android 2.3.3 and above

Yes! All critical information is encrypted in every transaction run through the Apps and the Mobile Web App, and no personal information is stored on your mobile device. However, mobile devices do offer you the ability to store your login information for apps installed on the device. If you choose to store your login information, any person who has access to your mobile device can access your account.

But don’t stop here! To further protect your electronic equipment against surge damage, you need to install a surge protection device within fifteen feet of that equipment. This can be done with a simple plug-in unit or one that wires directly to your equipment.

The best way to protect yourself form surges is through the combination of service entrance surge protectors, and additional protection 15 feet from electronics.

• UL Listing (“UL 1449 Listed” is good. “UL 1449 Revision 2” is better).The following terms do not indicate adequate surge protection: “UL tested,” “meets UL,” and “UL.” The surge protector should indicate that it is “UL listed.”
• For a plug strip, the clamping voltage should be UL 330 volts, the surge-current rating should be at least 36,000 amps, and the joule rating should be at least 360 joules.
• For permanently installed surge protection, the clamping voltage should be no more than UL 400 volts, the surge-current rating should be at least 36,000 amps, and the joule rating should be at least 360 joules.
• Failure indicator light or buzzer
• Status light (for indicating proper wiring and grounding)
• Recessed on/off switch on strip surge protectors
• Multi-mode protection (line to neutral, line to ground, neutral to ground)
• Adequate plug spacing (wide enough to plug in power supplies if needed)

It is highly recommended that a surge protection device incorporates phone/modem and/or coax protection to cover all plug-in connections and any given piece of electronic equipment.

Surge Protector for TVs and VCRs should also include:

• Coax plugs

Surge Protectors for Computers, Telephones, and Telephone Answering Machines should also include:

• Telephone line plugs

Surges caused by voltage disturbances outside the building can reach equipment through telephone, cable television or power lines. External causes of surges include storms, lightning, wind, accidents, equipment damage or failure, wildlife and vegetation.

Surge protection installed at the service entrance, distribution panels and points-of-use may reduce business downtime and help prevent damage to costly equipment:

• High-powered machines such as motors, compressors, HVAC units, computers, printers, fax machines and photo copiers;
• Sensitive electronics like security alarm systems, telemetry or monitoring networks, barcode scanners, and thermostats;
• Critical healthcare monitoring and life support systems; and
• Telecommunications and data processing systems.

A UPS does not function as a standby generator or emergency power system, but works long enough to properly shut down protected equipment or to bring an auxiliary power source on line. A UPS is used to protect computers, data centers, telecommunications equipment or other electrical equipment where an unexpected power disruption could cause injuries, data loss or disrupt business processes.

Make sure that all systems have a common ground and enter the building within a few feet of each other. A qualified electrician and NGEMC can help determine if you have adequate grounding at your facility. Install surge protection in layers at different points in the electrical system:

• At the point of entry to protect against external disturbances.
• At distribution panels within the facility, especially if it includes large motors, welders, etc.
• At individual pieces of sensitive equipment and communication lines (phone cords, internet cables or coaxial cables – cable television or cable internet type connections).

Choose a product with the following features and information on the product packaging:

• Labeled as UL 1449 Listed or UL 1449 Revision 2 Listed; the following terms do not indicate adequate surge protection: “UL tested,” “meets UL,” and “UL.” The surge protector should indicate that it is “UL listed;”
• Joules (the amount of energy the suppressor can dissipate), ranges from 200 to several thousand, but the higher the number the better;
• Clamping voltage (the voltage at which the surge suppressor will divert the surge to ground) — the lower the number the better — typically 330 volts. Do not get a surge suppressor with a clamping voltage higher than 400 volts;
• A response time of less than one nanosecond;
• Failure indicator light or buzzer.
• Status light to indicate proper wiring or grounding.
• Recessed on/off switch on strip surge protectors.
• Multi-mode protection (line to neutral, line to ground, neutralto ground).
• Adequate plug spacing (wide enough to plug in power supplies if needed).

In addition to this web page, crews will knock on each door and notify the resident before their meter is switched out.