FAQ’s

Some of the more common questions we are asked:

  1. How do I find out my balance owed?
    • Call 1-877-760-7428
    • Log in to your Smart Hub account
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  2. How do I pay my bill using a bank account and routing number?
    • Log in to your Smart Hub account
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  3. How do I pay my bill using my Debit or Credit Card?
    • Call 1-877-760-7428
    • Log in to your Smart Hub account
    • Stop by an NEC office for assistance
  4. How do I set up auto pay using a bank account number and routing number?
    • Log into your SmartHub account, Navigate to billing and payments and select Auto Pay Program
    • Call Member Care at 1-928-368-5118 and your request will be processed
    • Stop by any NEC office for assistance
  5. How do I set up auto pay using my Debit or Credit Card?
    • Log into my SmartHub account, Navigate to billing and payments and select Auto Pay Program
    • Stop by any NEC office for assistance
  6. How do I know if my application has been received and processed?
    • You will receive a welcome email advising you of your membership and of any deposits or fees, if any, that are due; AND
    • You will receive a phone call from NEC Member Care Specialist welcoming you and advising you of any deposits or fees, if any, that are due
  7. How do I disconnect my services?
    • Call Member Care 1-928-368-5118 and request via phone
    • Stop by any NEC office for assistance
  8. How do I add or remove my spouse from my account?
    • Stop by an NEC office and a Member Care Specialist will assist you in completing the form
    • Call Member Care at 1-928-368-5118 and request the form be emailed or mailed to you to complete, have notarized and return to an NEC office
  9. Can I add someone to my account that is NOT my spouse?
    • No, NEC policy requires joint membership for legally married only.
  10. How do I give authorization for someone to access my account information?
    • Stop by a NEC office and a Member Care Rep will assist you in completing the form
    • Go online to www.navopache.org and print the authorization to Share Account Information then return via email or mail
    • Call Member Care at 1-928-368-5118 and request the form be emailed or mailed to you to complete and return to an NEC office
  11. How do I enroll in Smart Hub?
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  12. How do I update my contact information?
    • Log in to Smart Hub, navigate to Contact Us, Report Issue/Inquiry, Other Issues/General Inquiry and select the contact reason
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  13. How do I complete a legal name change on my account?
    • Call 1-928-368-5118 and Request a Member Care Specialist mail or email you the required forms. You will need to sign, have notarized and supply the required proof instructed to you by the Specialist
    • Stop by an NEC office for assistance
  14. How do I sign up for Paperless Billing?
    • Log in to Smart Hub, navigate to My Profile, Update My Paperless Settings, click Paperless On
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  15. How do I sign up for Round Up?
    • Log in to Smart Hub, navigate to Billing & Payments, select Operation Round Up and select Enroll
    • Mark the box on your NEC bill and return back with your payment
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  16. How do I get a copy of my bill?
    • Log in to Smart Hub, navigate to Bill & Payments, Billing History, then select the bill you would like to view
    • Call 1-928-368-5118 and a Member Care Specialist will assist you
    • Stop by an NEC office for assistance
  17. Is the Whiteriver office open?
    • No, at this time the office is still closed
  18. How do I report my street light out?
    • Log in to Smart Hub, navigate to Contact Us, Report Issue/Inquiry, Other Issues/General Inquiry and select the General Contact reason
    • Call 1-928-368-5118 ext 191 for Quality Assurance Assistance
  19. How do I purchase an ETS Heater?
    • Call 1-928-368-5118 ext 191 for Quality Assurance Assistance
    • Stop by the NEC Lakeside office and a Quality Assurance team member will assist you

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