Joe Wheeler EMC

Our goal is to remain transparent and keep members informed. Here’s what will change with our upgraded billing system:

1. New account numbers
2. New bill design
3. New web portal
4. New mobile app
5. Credit/debit card Auto Pay will need to be re-enrolled

That’s it.

Bottom line up front: members will have more control over their accounts, and our employees will have better tools to serve you.

We’ll communicate important account information through email, text, bills, Alabama Living and social media. We’ll also continue sharing information about SmartHub and its new features before and after October 12.

With SmartHub, Joe Wheeler EMC, FlashFiber and Wheeler Basin Natural Gas accounts can be linked in one place, giving members more control over how they manage their accounts. SmartHub will make it easier to manage payment information. Members will be able to securely store payment information, change payment methods, make payments, and enroll in Auto Pay through the web portal or mobile app. There is no fee to make a payment through SmartHub.

Already enrolled in Auto Pay? Checking and savings account drafts will transfer to the upgraded system. Credit and debit card Auto Pay will not transfer and will need to be re-enrolled through SmartHub.

FlashFiber payments will not be limited to the kiosk. Members will also be able to pay in the office, by phone, or through the SmartHub website or mobile app.

There’s nothing you need to do today. We’ll continue sharing updates leading up to October 12 to help familiarize members with what to expect. Once we’re live, we’ll also share how-to videos and additional information to help walk you through the new system. For more information, visit jwemc.coop/smarthub.

🌦️ **Keeping an eye on this weekend’s weather**

Joe Wheeler EMC is monitoring Tropical Storm Isaias and making preparations for possible weather-related impacts across our service area.

The system could bring gusty winds and heavy rain to North Alabama this weekend, with potential impacts beginning late Friday night and continuing through Sunday. These conditions could bring down tree limbs and cause power outages.

The forecast is still developing, but now is a good time to take a few simple steps—just in case:

🔋 Charge phones and portable battery packs.
🔦 Check flashlights and have extra batteries handy.
💧 Keep drinking water, essential medications and easy-to-prepare food available.
📲 Follow local forecasts and make sure you can receive weather alerts.

We’re watching the storm’s progress, and we encourage our members to do the same. A little preparation now can make an unexpected outage easier to manage.

Stay informed through the National Weather Service Huntsville at https://www.weather.gov/hun/ and watch our page for updates as conditions develop.

System Upgrade Member To-Do List

Today: Nothing. 🙂

On/after October 12:

1. Get your new account number
All account numbers will change, including Joe Wheeler EMC, FlashFiber and Wheeler Basin Natural Gas accounts. We’ll send new account information by email, text and bill. You can also call the office, but we do expect higher-than-normal call volumes during the transition. Be watching for emails and/or text messages beginning October 12.

2. Register for SmartHub
You’ll be able to use the SmartHub app or access it through our website. We’ll also share QR codes, step-by-step instructions and how-to videos once we’re live.

3. Set up your alerts
Once you’re registered, you can choose from available account alerts and notification options. Prepaid members will be enrolled in one notification and can add others through SmartHub.

4. Check your Auto Pay
If your payment is drafted from a checking or savings account, that information will transfer. If you use a credit or debit card, you’ll need to re-enroll in Auto Pay through SmartHub.

Our goal is to make sure you know what’s coming before our upgraded billing system goes live. We’ll continue sharing information leading up to October 12 and after. This upgrade will also put Joe Wheeler EMC, FlashFiber and Wheeler Basin Natural Gas on the same billing platform, giving us more consistent tools to manage accounts and communicate with members across all three companies.

For more information, visit jwemc.coop/smarthub.

REMINDER: As we work to upgrade our billing system, electronic payments are temporarily suspended for JWEMC/FlashFiber/WBNG.

This includes payments by kiosk, phone, app and website.

Cash and check payments only are being accepted in our offices during normal business hours.

To help during the transition, late payment fees and non-pay disconnects are suspended through October 14.

SmartHub gives members more control over how you receive account information.

Beginning October 12, members can enroll in email and/or text notifications directly through SmartHub. Available alerts include billing and payment information, account changes, usage information, outage and restoration updates, and much more. You’ll be able to choose which notifications you want to receive and how you want to receive them.

There’s nothing you need to do today. We’ll continue sharing updates leading up to October 12 to help familiarize members with what to expect. Once we’re live, we’ll also share how-to videos and additional information to help walk you through the new system. For more information, visit jwemc.coop/smarthub.

We have an outage on Rustic lane in Hartselle affecting 16 homes caused by a tree falling across a power line and breaking a pole. Crews are on site now making repairs and getting the power back on.

We know there are questions, and we’re listening.

We’re keeping track of the questions members are asking online, over the phone, and in our offices. We’ll continue posting daily to explain the changes, and some of the questions we’re hearing will be answered in those updates. We’re also putting together an FAQ with the most common questions so members have one place to reference once our upgraded billing system is live. We’ll continue communicating through social media, bill inserts, email, and text messages leading up to October 12, and how-to videos will be available once we are live.

If you’ve asked a question and haven’t received an answer yet, please know we're keeping up with them. Some questions may be answered in upcoming posts, while others are being added to our FAQ so we can address the most common questions in one place.

Reminder: Electronic payments will be temporarily unavailable beginning tonight.

From 11:00 p.m. October 5 through 7:00 a.m. October 13, members will not be able to make electronic payments by kiosk, phone, website or app. CASH and CHECK payments only will be accepted in our offices during normal business hours. To allow for this transition, non-pay disconnects will be suspended, and late payment fees will be waived from October 6 through October 14.

Billing changes are necessary as we transition to an upgraded billing system. All members will receive a new account number, and some billing dates will change. Due dates will either remain the same or move a few days later, and no member’s payment will be due earlier than it is today.

There’s nothing you need to do today. We’ll continue sharing updates leading up to October 12 to help familiarize members with what to expect. Once we’re live, we’ll also share how-to videos and additional information to help walk you through the new system. For more information, visit jwemc.coop/smarthub.