Frequently Asked Questions

Start/Stop/Transfer Service

I need to get electric service started in my name. How do I do that?

To start service, a KPUB agreement for electric service must first be completed for your new service address.

We offer several convenient ways to complete your agreement for electric service:

• You can apply online on our residential or commercial service tab with the start/stop/transfer menu dropdown.

• If you prefer a paper application, it is available for download as well on those same website pages.

What does it cost to start service?

There is connect fee of $10 to establish a customer account for service at an address with an existing meter if the customer is utility credit approved to not require a deposit.

If the customer account does require a deposit based upon their utility credit history, they will be notified with options before service is established.

Click here to learn more.

What is the cost and process for starting service at a new service location with no previous meter (i.e. new home/construction)?

There is a $45 new account charge to establish service at an address without an existing meter (if the meter is set during KPUB’s normal business hours).

Additionally, there is a $95 new service charge to install service conductors for service to be established.

Our engineering department will determine if a temporary meter service is required throughout the process. If a temporary meter service is required, there is a $240 charge to install and remove the temporary meter and service wires.

Additional costs may be incurred if the service needs to be installed outside of KPUB’s business hours or if there is a cost in aid to construction (for example, if poles need to be set or moved, etc.)

Click here to learn more about starting new service for new construction.

How do I disconnect my service?

It’s easy to request a disconnect for your service—this can be done by phone or online. To do this online, log in to your SmartHub account and select “report an issue/inquiry” on the right to initiate your request. Click here to get started.

You can also contact our customer service department at 830.257.3050 with your disconnect request. Please provide a forwarding address and disconnect date during this process.

 

How do I transfer my service?

To transfer service, a KPUB agreement for electric service must first be completed again for your new service address.

We offer several convenient ways to complete your agreement for electric service:

• You can apply online on our residential or commercial service tab with the start/stop/transfer menu dropdown.

• If you prefer a paper application, it is available for download as well on those same website pages.

I have been a KPUB customer for years. Why do I have to fill out another service application?

When you originally established service, the agreement you completed was exclusively for that residence and the service meter at that location.

Any change in residence requires a new service agreement for the meter you are assuming responsibility for at your new address.

Deposits

Will I have to pay a deposit?

KPUB customers use electrical service before paying for it, and each month’s bill reflects usage during the previous month. For this reason, new customers may be required to make a refundable security deposit.

Our deposit requirements are based upon a soft-inquiry review of your credit history that has no effect on your credit rating. It is based solely upon your utility credit rating. If you have a late payment history that’s appearing on your record—or no history—this can be why you are credit-qualifying to pay a deposit.

Deposits help protect KPUB from unnecessary loss and risk from potential unpaid bills, which in turn benefits all of our customers by keeping our rates lower.

The required deposit for residential or commercial service will be an amount equivalent to one-sixth (1/6) of the estimated annual billings if a deposit is required.

Will my deposit be refunded?

For residential customers: Yes, a deposit will be refunded after 12 consecutive bill cycle payments if the customer has not had service disconnected for nonpayment and no more than two late payments during that history.

For commercial customers: Yes, a deposit will be refunded after 24 consecutive bill cycle payments if the customer has not had service disconnected for nonpayment and no more than two late payments during that history.

What if I cannot pay my deposit?

A deposit is required to start service unless you are on our PrePay billing program. PrePay billing is exclusively for our residential customers and puts you in control of your energy usage. You pay for your electricity as you go, just like filling up your vehicle’s gas tank.

Click here to learn more.

Can the deposit be waived?

Yes, a deposit can be waived for a residential or commercial application if the following criteria is met.

For residential customers:

• If you have been a residential customer of any retail electric provider or an electric utility within the last two years and were not late paying a bill more than twice during the last 12 consecutive months of service (and never had service disconnected for nonpayment)

Please contact your previous electricity provider to provide a letter of credit on your behalf.

• If you enroll in PrePay billing.

• If a KPUB customer with established credit co-signs the service agreement to guarantee payment of the bills. The co-signer will be held responsible under the terms of the guarantee until the customer establishes credit with KPUB (they can be removed if the customer does not have two or more late payments over 12 consecutive bill cycle months).

• If you are 65 years of age or older and do not have an outstanding balance with KPUB or another utility for the same utility service over the last two years.

For commercial customers:

• If you have been a commercial customer of any retail electric provider or an electric utility within the last two years and were not late paying a bill more than twice during the last 24 consecutive months of service (and never had service disconnected for nonpayment) *the business name must match for both service locations

Please contact your previous electricity provider to provide a letter of credit on your behalf.

• If the applicant furnishes in writing, a satisfactory guarantee to secure payments of bills for the service required, such as a surety bond or irrevocable letter of credit from a bank that is approved by KPUB management.

Why is my deposit based upon what the past tenants used?

While usage varies from customer to customer at the same location, this variation is generally minimal. The prior tenant’s usage is the fairest way of determining a deposit.

Why do I have to pay a deposit to reconnect my service from non-payment?

Once an account has been disconnected for non-payment, KPUB reevaluates your account to reconnect service. Deposits help protect KPUB from unnecessary loss and risk from potential unpaid bills, which in turn benefits all of our customers by keeping our rates lower.

Our deposit requirements are based upon a soft-inquiry review of your credit history that has no effect on your credit rating. It is based solely upon your utility credit rating. If you have a late payment or non-payment history that’s appearing on your record, that can be why you are utility credit-qualifying to pay a deposit.

Payments & Billing

What are my payment options?

Click here for KPUB’s numerous payment options.

Where can I pay my bill?

Our Kerrville Public Utility Board main office is located at 2250 Memorial Blvd, Kerrville, TX 78028.

Our business hours are 8-5, M-F. We have an on-site payment kiosk that accepts payments 24/7 and a night drop box as well.

Click here for all of the convenient bill payment options that KPUB offers to our customers.

Is there a breakdown of what all the charges are on my bill?

Our residential rate structure is comprised of three components that will appear under the detail of electric charges on your monthly bill: power supply charge, distribution charge and customer charge.

The first component is the power supply charge that’s set per kWh usage, which is the actual cost of the electricity bought by KPUB to distribute to our customers.

The second component is the distribution charge that’s set per kWh usage, which is a charge for the expense of transmitting power to distribute to our customers and the construction, operation and maintenance of our electric system (things including the maintenance of equipment such as poles, wires, transformers, etc.)

The third customer charge is a fixed monthly charge that covers our costs for data processing, billing, postage, metering, collections and other administrative costs.

Learn more here.

Why is my bill so high?

The total amount of your bill is reflective of many factors, but in large part, it is specific to how warm or cool you prefer to keep your home or office and thus how often your furnace or air conditioner runs (roughly half of your bill is typically spent on heating/cooling).

For information about our energy-saving tips, click here.

How can I see my usage history?

KPUB uses Advanced Metering Infrastructure (AMI) technology to enable you to see how much electricity you are using.

KPUB customers can review their energy use online through SmartHub. You can also view your current bill and history of all of your past energy usage and billing statements. To get started, login or create a new account.

Some of the great features in SmartHub include robust energy use analytics tools, which allow you to compare energy use over time and against weather data. Tracking your energy use like this lets you see if you’re using more energy than usual and empowers you to make adjustments if necessary.

Some ways you can use SmartHub for energy use monitoring:

    • Analyze and understand usage trends to find ways to cut back.
    • Create and track a monthly budget to avoid unexpected high utility bills.
    • Set a point or range in time to compare differences in usage.

Below are some key energy monitoring tools within the My Usage area of SmartHub.

Usage explorer

Usage explorer gives you a detailed look at your past and current usage, all in one place. View your usage and weather trends by month, day or hour.

Bill/usage comparison

Usage comparison lets you compare two bills worth of usage history side by side. View the differences between this month’s last year, or other combinations to see how your bill varies each month.

Average usage

Average Usage shows you what your typical or average usage is for your selected time period. For example, see your average usage on each day of the week (such as Tuesdays), over the course of a year. Or see your typical usage in each hour of the day over the course of two weeks. Discover when you can save the most on your utility bill.

Usage planning

With the Usage Planning tool, create markers for a point in time to help you keep track of the differences in your usage. For example, set an energy marker to find out the change in your usage after installing a new water heater or upgrading an appliance.

How can I save money on my electric bill?

KPUB offers money-back rebates to help customers save on their electric bill. Additionally, a free energy audit will help you understand how better to save energy around your home.

For a comprehensive list of KPUB’s energy-efficiency rebates and energy-saving tips, click here.

How do I sign up for auto pay or bank draft?

With Auto Pay, you no longer have to worry about due dates or late fees since your payment is automatically deducted from your account each month. 

Click here to set Auto Pay today through your KPUB SmartHub account. Once you’re signed in, click on billing & payments and then select the auto-pay program drop down.

You can also enroll by phone with our customer service department at 830.257.3050.

How does KPUB's billing calendar work?

Bills are due when rendered and become past due if not paid within sixteen (16) days thereafter. Past due bills shall be assessed a one-time penalty charge of 5% of the unpaid amount. Upon proof of age of over 60 years, the penalty for past due bills shall be waived.

Our standard bill cycles are cycle 01, 02, 03 & 04. Your KPUB bill is due on a Friday each month, and the dates will vary depending upon what cycle you fall under.

Click here to download the 2022 bill cycle calendar.

Can I change when my KPUB bill is due?

If you’d like to select a different billing cycle that works better for your pay schedule or monthly budget, we are happy to help!

Contact our customer service department at 830.257.3050 or email [email protected].

*please note, you can only change your billing cycle once a year.

Does KPUB offer a budget billing program?

Yes! With KPUB’s budget billing program, you can pay the same amount each month on your electric bill. For those on a fixed income, this program is very helpful.

Customers who have been at the same address and have paid on time for twelve concurrent months are eligible for this program.

  • Contact our office to see how much your average billing is for the past twelve months.
  • A budget amount will be calculated, based upon your last twelve month’s average bill.
  • The level monthly payment calculated may be adjusted quarterly for actual usage.
  • After twelve months, if you have overpaid or underpaid, the balance will be rolled into the next twelve month’s average.
  • You will receive a notification on your yearly anniversary concerning the account balance and options available.

Please contact customer service at 1.830.257.3050 or via email at [email protected] for information. Learn more here.

Discounts & Bill Payment Assistance

Does KPUB offer any discounts or bill payment assistance to customers?

We offer products, services and advice to help our customers manage their energy use and billing. The cheapest energy is the energy you don’t use! Learn more here.

KPUB also has a variety of money-saving and general assistance programs designed to help qualifying customers. Some of KPUB’s assistance programs include:

Change for Charity Program

KPUB has a Change for Charity bill payment assistance program to help our friends and neighbors who are struggling to pay their electric bills. The program funds are collected from utility bills enrolled in the round-up program, and its managed by the Society of St. Vincent de Paul.

Additionally, there are various local agencies that may be able to help with bill payment assistance.

Learn more here.

Community solar for low-to-moderate income housing

KPUB offers a solar credit on monthly bills for low-to-moderate income housing customers in its service area. This amount typically ranges from $2-$5 per month. Click here to learn more about the community solar program.

Economic development 

KPUB offers an economic development rate to existing and new customers making significant business expansion in targeted primary industries, businesses with significant load expansions, and retail, arts, and entertainment businesses in the City’s proposed TIRZ district that meet the established criteria. The discount is available for two to five years.

Additional details can be found in the economic development rider in our KPUB tariff. Click here to view our tariff.

Burned veterans’ discount

KPUB offers a Burned Veterans’ Discount Program that provides a $90 per month discount to qualified residential electric customers for the months of April through October of each year. Click here to learn more about the program.

 

Is there a discount or credit for going paperless or enrolling in autopay?

Yes! Customers will receive a one-time bill credit of up to $10 just for signing up for paperless billing and autopay.

Click here to learn more.

Outages & Service Requests

How can I let KPUB know my power is out?

You can report your power outage online through your SmartHub account or app, our outage texting service or by calling us at 1.830.257.2883.

Visit our outage center for more information by clicking here.

When you report an outage, we’ll ask you a few questions. Your answers help us determine the location and the extent of the trouble. Before you call:

  • Please take the time to see if your neighbors have power.
  • Be sure to note any unusual occurrences, such as a loud noise when the power went off, nearby lightning or storm damage or construction crews working in the area.

You can see outages in our service area using our outage map.

Does KPUB offer text messing for outages?

Sign up for our Outage Communications

Yes! All of KPUB’s texts during outages are all communicated through SmartHub. You must have a KPUB SmartHub account to use this feature—and best of all, it’s FREE! To sign up for SmartHub, click here or download the free SmartHub app. 

Make sure your cell phone number is listed as a Messenger contact in SmartHub. To do so, sign in to your SmartHub account and select Notifications> Manage Contacts> Add Phone Contact and make sure and check the “receive text messages” box). It will take up to 48 hours for a new phone number to be recognized by the outage notification system. If you need assistance registering or updating a cell phone number, call us at 830.257.3050.

Then you will want to also sign up to receive text/and email notifications for power outages. To do so, go to your SmartHub account and select Notifications> Manage Notifications> Service. From there, you can customize how you want to receive text and email alerts if an outage occurs at your service location.

Reporting an outage just got easier! SmartHub’s new two-way texting feature provides an easy, convenient way for you to report outages.

How to report an outage through text:

  • Registered SmartHub users can text OUT to 1.855.959.2496to report an outage
  • Text STATUS to 1.855.959.2496to check the outage status and receive an update

Download our FREE SmartHub app today and enroll in text notifications with SmartHub. Learn more by clicking here.

*Please note that you must have a registered SmartHub account that is text enrolled with up-to-date contact information. 

Multiple KPUB account holders are not eligible for this service.

How will I know when my power is getting restored?

In many cases, we may not be able to give you an estimated restoration time. Restoring power after a major storm or outage situation is a complex process that can affect each customer differently, and restoration time depends on the situation and factors that caused the outage.

Please know that our crews will be working to restore your power as quickly and as safely that is possible.

You can enroll in our SmartHub text communications for status updates and notifications when power is restored. Learn more here.

Following KPUB’s social media is also a great way to stay informed during large outage situations.

We’ll provide important, real-time updates whenever possible on the following social media communication channels:

Does KPUB offer a critical care/medical necessity program?

Yes, KPUB maintains a medical necessity customer list comprised of residential locations in our service area where people rely on life-sustaining electrical equipment.

Click here to learn more.

How can I put in a service request?

KPUB service requests can be made through your SmartHub account or by contacting customer service at 830.257.3050.

Examples of service requests include:

• Reporting a street light outage

• Requesting a letter of credit

• Requesting a tree trimming service

• Requesting a residential/commercial street or security light installation or disconnect

Simply log in to your SmartHub account and then click the Contact Us> Report an Issue/Inquiry menu and drop-down options to get started.

Click here to view our full support page.

Account Management

I need to update my billing address

Your billing address can be updated through your online SmartHub account. Simply login and click on the “my profile” heading. Select the “my information” dropdown and then the “update my billing address” menu option.

You can also contact customer service at 830.257.3050 or [email protected] to help with this.

I need to sign up/update/or cancel my autopay

Your bank draft or credit card auto pay can be updated through your online SmartHub account. Simply login and click on the “billing & payments” heading. Select the “auto pay program” dropdown and then the “enroll, update or cancel” option under actions.

You can also contact customer service at 830.257.3050 or [email protected] to help with this.

I need to update my cell phone and/or email address

Your contact information can be updated through your online SmartHub account. Simply login and click on the “notifications” heading. Select the “manage contacts” dropdown and you can add or delete emails and phone numbers from there.

You can also contact customer service at 830.257.3050 or [email protected] to help with this.

I need to sign up for/or cancel paperless billing

Your bill preferences can be updated through your online SmartHub account. Simply login and click on the “my profile” heading. Select the “my profile” dropdown and then the “update my paperless settings” dropdown. You can turn off or on your paperless billing statement preference with the toggle button on this screen.

You can also contact customer service at 830.257.3050 or [email protected] to help with this.

I need to add another person to my KPUB account

To add another account holder, a new service agreement needs to be completed (with both parties signing the service agreement.) 

I had a death in the family and need to disconnect their service

In order to disconnect service for a deceased account holder, you will need to provide a copy of the death certificate or “notice of death” from the funeral home.

This can be emailed to our customer service department at [email protected] or faxed to 830.257.8078.

I had a name change (marriage, divorce, etc) and need to get that updated

Our customer service team is happy to help update your account records.

We will just need a copy of a driver’s license that reflects your new name change information or a copy of the marriage or divorce decree with name change information.

This can be emailed to our customer service department at [email protected] or faxed to 830.257.8078.

My spouse passed away, and I need to remove them from our account

You will need to provide a copy of the death certificate for the deceased spouse, and a new service agreement will need to be completed for our records.

This can be emailed to our customer service department at [email protected] or faxed to 830.257.8078.

Rates, tariff & business structure

How are KPUB's rates determined?

Our customers help determine our electric rates with local control and local decision-making. 

KPUB’s rates are designed to recover the cost to serve each class of customer. We purchase power for our customers from diverse, competitive sources to ensure the best possible rates. KPUB is one of the most efficient electric utilities in the State of Texas and the entire country. Compared to most U.S. residents, you save hundreds of dollars a year on electricity.

Click here to learn more.

What are KPUB's tariff and service regulations?

Please click here to view KPUB’s tariff and service regulations.

What kind of utility is KPUB?

The Kerrville Public Utility Board (KPUB) is the electric service provider in our service area that serves approximately 23,700 customers throughout a 146 square mile radius which includes Kerrville, Center Point, Ingram, Hunt and surrounding areas in Kerr County.

KPUB is one of 2,000+ community-owned, not-for-profit electric utilities that power the homes and businesses to more than 49 million Americans.

As a not-for-profit, community-owned utility company, we don’t answer to shareholders—we answer to you, our customers. Everything we do is to serve our customers and community’s best interest. Learn more here.

What entity governs KPUB?

KPUB is a municipal utility that is an enterprise fund of the City of Kerrville. The City of Kerrville has exclusive original jurisdiction over the rates charged for electric service to ratepayers residing both within and outside the City’s boundaries and within its certified service area.

KPUB is overseen by a five-member board of trustees who are appointed by the Kerrville City Council and serve without compensation. The trustees are responsible to the City of Kerrville in the management and control of the system and are empowered with all of the authority of the city as it relates to the distribution of electricity to the consumers.

Click here to learn more about KPUB.

What is the difference between KPUB and a cooperative or investor-owned utility?

 Investor-owned utilities (IOU) are private, for-profit enterprises. They are owned by investors or shareholders, who generally are not customers of the utility or members of the community, and their primary motivation is to increase the value to shareholders. As private businesses, investor-owned utilities do pay taxes to local governments, but customers have no voice in the operation of the utility.

Public power utilities (like KPUB) are municipally owned (muni) entities of local or state government. The public power business model is based on public, ownership and local control, a not-for-profit motive (we operate on a cost-of-service basis), and focus on its customers.

Muni customers elect the city council members that either operate the utility or appoint a board to do so (in KPUB’s case, our council appoints a board to do so). Revenues are used to reinvest into the utility infrastructure.

Cooperatives (co-ops) are utilities typically serving rural areas. Co-op customers are member-owners (and refer to customers as members) who elect the board of directors at yearly membership meetings. The board sets the policies for the operation of the co-op system. Co-ops are required to return any excess revenue (above what is needed for operating costs) to their members.

  Municipally-owned (Muni) Cooperative (Coop) Investor owned (IOU)

BUSINESS MODEL

 

Not-for-profit, community-owned Not-for-profit, member-owned For profit, share-holder owned

REGULATED BY STATE PUBLIC UTILITY COMMISSION

 

Very limited instances Some All

GOVERNED BY

 

Elected/appointed boards—mayors, city council members, citizens Member-elected boards Private boards

FINANCIAL CONTRIBUTION TO LOCAL GOVERNMENT

 

Exempt from most taxes; instead make payments in lieu of taxes or transfers to the general fund May neither pay taxes nor other contributions to local government Pay taxes to local government

KPUB meters

What type of meters does KPUB use?

KPUB’s meters are Landis + Gyr AMI meters. Landis+Gyr is the leading global provider of integrated energy management solutions for the utility sector.

AMI stands for Automated Metering Infrastructure. It is an electrical meter that records the consumption of electricity and sends that information back to KPUB.

What is an AMI meter?

AMI meters differ from traditional meters because there is a wireless module installed in the meter which allows for two-way wireless communication (much like a cell phone) between the meter and KPUB. The AMI meters collect usage data electronically daily as opposed to a monthly reading by a meter reader. The AMI meter transmits these readings remotely over a private, secure wireless radio network.

AMI meters represent a significant improvement over previous metering technology. AMI meters allow KPUB to have better billing and consumption data. Meter data is collected in 15-minute intervals.

Benefits include:

  • Improved Efficiency – reading all meters, residential and commercial, remotely are more cost-effective than having KPUB personnel drive to remote locations monthly.
  • Improved Reliability – Having two-way communication with the AMI meters enhances KPUB’s outage management system by proactively determining outage locations.
  • Improved Power Quality – The AMI system reports variances in voltage and other line conditions that will help KPUB maintain a more reliable power distribution system.
  • Improved Customer Service – The AMI system allows KPUB to offer our customers more timely information regarding their energy consumption, which helps customers make wise decisions about how they use energy in their homes.
Can a customer opt-out of having an AMI meter?

Yes, customers who choose to opt-out will be required to sign an opt-out acknowledgment form. The meters at the locations for customers that have chosen to opt-out will have a digital meter that does not have any radio transmission ability and does not perform interval readings.

If a customer chooses to opt-out of the AMI meter, there will be a $20.00 monthly meter reading fee added to the bill to cover the costs of having to physically read the meter each month.

Click here to download the opt-out form.