Update Nov. 10 – SmartHub transition progress continues, with more than 19,000 members signed up for the online or mobile app platform in the last two weeks.
Usage alerts are also now available by clicking through the ‘Settings’ menu, and ‘Manage Notifications’.
Due to low call volume in the evening hours Weds. and Thurs., the call center will resume normal hours and close at 5:30 p.m. Friday, Nov. 10.
Update Nov. 8-

SmartHub Transition Update – Our call center has had another busy day helping members, with fewer phone issues today, although wait times have still been long and some members have reported not being able to get through.

Outbound phone calls are also underway for those who left messages at the 972-932-2214 number. We will get back to you!

Signing up for SmartHub remains the best way to manage your account, pay bills and monitor electricity usage.

For the initial SmartHub registration process, you may use your old account number or your new number that should have arrived in your email. It may take up to 30 minutes for your registration confirmation email to arrive, please do not restart the process once you have submitted your information.

With 60,000 members, the transition has been a challenge, and we are working toward solutions to some of the phone and communication issues that have made it more difficult for members than we had hoped. Thanks again for your patience as we launch SmartHub and into an updated system with great features for member service when it is all said and done.

Update Nov. 7 p.m.: TVEC Member Services phone hours will be extended to 7:30 a.m. – 7:30 p.m. Nov. 7-10.
Post Update Nov. 7 a.m.: In addition to the information below, please note that when you are signing up for SmartHub, your confirmation email may take up to 30 minutes to hit your inbox. If you make multiple attempts to create a login it can cause delays in processing new accounts and slow the system for everyone else. Thank you again!
Original Post:
Thank you for your patience as we work to put all of the pieces to the puzzle together in our new software system. We are working on expanding our phone capacity in order to get to more calls in, but that is taking longer than we would have hoped.
Most members should have received their new account number by email, and if not that will be coming soon. Using that, or your old account number, you can sign up for SmartHub on the website or in the SmartHub mobile app. This will give you access to all account functions, alerts and reminders and the easiest way to pay.
If you have a service question or issue that can be handled by email, or by a call back from a member service representative, you can send that to memberrelations@tvec.coop, or through the contact page here on the website.
Remember, there will be no late fees or disconnections during this transition period for members with traditional billing and e-bill. If you see a late fee on your account, that may be the function of the automated nature of billing, and you do not need to pay it.
Automated disconnection for pre-paid electricity accounts will resume November 8.
Also please note that if you are still attempting to use the old myTVEC mobile app, or if you see any alerts from that system, that information will be incorrect. The only current and correct information is in the SmartHub system.
We know that many of you have not received the level of service you expect, and that we expect to give to our members. We are confident that the change will be beneficial, and we hope that when we complete the transition it will be a better experience for all members.