Report an Outage
Emergency Contacts
If you’re facing an immediate hazard—such as a gas leak, downed power line, or any other danger—please act immediately:
• Evacuate the area.
• Dial 911 right away.
• Then call our Emergency Hotline for additional assistance: (865) 882-3242 (Available 24/7 with a live dispatcher).
Outage Reporting
When reporting outages, please choose the method that works best for you:
Reporting by Phone
• Call our dedicated outage hotline at (865) 882-3242.
• Follow the automated prompts. Your call may enter a queue during peak times.
• If prompted to leave a voicemail, please include:
– Your full name
– A contact phone number
– Your account number (if available)
– The service address or specific location of the outage
– A brief description of the problem
Reporting Online
• Visit our outage reporting page online.
• Complete the form with the required details for fast processing.
Reporting via Mobile
• Use the Smarthub Mobile app. At the top of the screen tap Report and Issue/Iquiry.
• Follow the step-by-step instructions provided to report your outage and check service status.
Queue & Voicemail Guidelines
Due to high call volumes, you might be placed in a queue. Rest assured that your spot is held, and a live agent will return your call as soon as possible. If you leave a voicemail, please include the essential information listed above so we can quickly address your issue.
Customer Service & Dispatch
• Customer Service Hours: Monday–Friday, 7 am to 5 pm
• 24/7 Live Dispatcher: For urgent issues outside of regular hours, our live dispatcher is available around the clock to direct your call appropriately.
Automated Phone System & Directory
For additional reporting options, please dial our main line at (865) 882‑3242 and follow these instructions:
• Option 1 – Report Outages
• Option 2 – Report Gas Leak or Gas, Water, Sewer Problems
• Option 3 – Credit Card Payments
• Option 4 – Billing Extensions or Service Disconnects
• Option 5 – General Billing Questions
• Option 6 – New Services, Terminations, or Gas Inspections
• Option 7 – Issues with Security, Street, or Traffic Lights
• Option 8 – Report Problems with Tree Trimming Services
If you already know the extension of the person or department you need, you may dial it at any time during the call. Otherwise, dial “5‑5” to access our full company directory, which includes direct extensions for:
• 202 – Administration
• 235 – Electrical Support
• 227 – Gas/Water Support
• 216 – Customer Service
• 247 – Human Resources
• 234 – I.T. Director
Your safety and prompt service remain our top priorities. Whether you’re reporting an emergency, an outage, or another issue, please follow the steps above to ensure we can serve you as quickly and efficiently as possible.