Gas Construction to Impact Millington Road Traffic Beginning Aug. 31

Today, MLGW will begin a gas system improvement project on a 12-inch underground pipe along southbound Millington Road at Fite Road. Ongoing construction is planned for approximately six weeks, Monday – Friday from 7 a.m. to 3:30 p.m., though work could continue into later hours. MLGW crews will be directing traffic around the affected area of the two-lane road.

Smart Talk: Smart Meter Project Cost Unchanged

MLGW's plan for full scale smart meter deployment involves one contract with Elster for $228M (plus a $12M contingency) for the purchase of electric, gas and water meters; the purchase and installation of the Wi-Fi telecommunications infrastructure; the purchase and configuration of the required IT hardware and software; and installation of any meters that Elster may need to install.

Until the City Council approves the contract, there is still an ongoing need to replace in-service meters when they are not functioning properly due to their age. Since 2014, retired gas and water meters have been replaced with regular digital meters that can be converted to smart meters with the addition of communication modules. However, communication modules have not and will not be installed on any equipment until City Council approves the smart meter contract. Utilizing compatible equipment to meet current customer need is cost-effective as it will ultimately reduce the overall project cost by decreasing the number of smart meters purchased under the full implementation contract.

There is a separate water meter contract before City Council that ensures MLGW has an inventory of various sized meters to meet the current demand, including retiring worn-out equipment, maintaining water revenue and providing uninterrupted service to our customers. This short-term, three-year contract sets a fixed price for any meters purchased during that period. In addition, MLGW is not under obligation to buy any specified contract quantity and will only purchase equipment as needed.

In summary, the total cost of the planned deployment of smart meters has not increased since the Elster contract was brought to the City Council’s MLGW Committee in May 2015.

Smart Talk: Clarity on a Smart Meter Complaint

At the end of the August 18, 2015 City Council meeting, a citizen complained that she had a new meter, perhaps a smart meter, placed on her house and she wants it removed because her water bill went from $6 to $300. In addition, she complained that her electric bills were getting higher.

That same day the customer submitted a form to the MLGW President’s Office requesting that the smart meter be removed from her home.

The truth is that this home does not have a smart meter, nor has it ever had a smart meter. The water meter at this home has been there for 12 years. The 1981 vintage electric meter recently stopped working and was replaced with a digital electric meter. The customer was back billed for electric power use for those months when the old electric meter malfunctioned.

The customer has been inconsistent in making payments to MLGW. As a result, a significant unpaid balance has accumulated. MLGW is working with the customer to help her pay off her unpaid balance over time.

MLGW workers rescue man from pit bull attack

(left to right: Argentia Applewhite, Gerald Applewhite, Mark Love (in back) and Greg Willey)

Normally the guys who cut off utilities are the last ones you want see pull up in front of your home.

Homeowners Gerald Applewhite and his wife, Argentia, are the exceptions. Mr. Applewhite considers Customer Service Account Investigators Greg Willey and Mark Love his guardian angels. If it had not been for Willey and Love, Ms. Applewhite said her husband could have been killed. One of the couple’s five pit bulls attacked Mr. Applewhite as he was spraying flea ointment on their dog, Blue.

          When Willey and Love drove by the couple’s home in Southeast Memphis on July 29, they saw a man leaning over a dog. The dog shook its head back and forth tugging and pulling an object in its mouth.

           “We thought they were playing. It looked like the man had something in his hand. But what it was the dog had – him. Then we saw a lot of blood on the guy’s white shirt and down his arm,” Willey said.

When Willey stopped the vehicle, they could hear the man yelling for help. Love called 911 at 11:04 a.m. They ran toward the chain-link fenced in yard but the gate was locked. Applewhite was 10 to 12 feet away from the fence’s perimeter. The dog continued his relentless attack biting his owner’s hands and arms. When Applewhite freed one hand or arm, the dog grabbed the other.

“We told him to bring the dog as close as he could to the fence and turn his face away,” Willey said. Applewhite pulled the dog toward the fence. Both Willey and Love sprayed the dog with mace. But Willey said, “It didn’t bother the dog at all.”

About that time, Applewhite’s wife opened the front door to their home. “We were telling her to get back in the house,” Love said. He ran back to the MLGW truck and found a two-foot cheater pipe used to loosen bolts that are hard to remove with a ratchet or wrench alone. Love handed the pipe to Applewhite. “He busted the dog across the temple,” Love said. “The dog finally let go of him and ran off.”

Added Willey, “That gave him enough of a chance. He jumped into the back of his pickup truck to get away from his dog.”

By the time the crisis had passed, the Memphis Police, animal control and paramedics arrived at 11:34 a.m. Applewhite received 17 stitches on his arms. The dog was captured and later euthanized.

          Both men downplayed their actions. “We stopped and did whatever we could,” Willey said. Love agreed. “We did what we had to do,” he added.

          During the MLGW Board of Commissioners meeting on Aug. 19, the board recognized Love and Willey’s efforts for going above and beyond with a MLGW Hero award. Sammy Davis and Tommy Dixon also were recognized as heroes.

         The Applewhites, along with their two-year-old grandson Keith Browley, attended the presentation. After the ceremony, Mrs. Applewhite added, “It’s nice what y’all did. That’s what they are – heroes.”

Two-year-old Keith Browley gently holds his grandfather's scarred hands still healing from where the family's pit bull attacked him. Little Keith was at Gerald and Argentia Applewhite's home when the pit bull attacked his grandfather outside.

eScore Self-Audit + $10 Home Depot Gift Card

Complete the eScore Self Audit and receive a $10 Home Depot gift card with your free energy kit!

What is an eScore Self Audit?

This online home evaluation is a do-it-yourself tool that allows you to take an active role in saving energy in your home or apartment. This simple tool assesses your home energy use then provides a customized report on how to decrease your electric bill by becoming more energy efficient.  

What exactly do I get?
Each qualifying household receives the home evaluation report and the energy savings kit that contains CFLs, filter whistle, water flow monitors, and other items to help begin saving energy. The special promotional kit will also include a $10 Home Depot gift card*! Qualifying participants will receive their kit and gift card within 4 to 6 weeks.
How Do I participate?

1. Go to https://selfaudit.2escore.com  and click the “Let’s Begin” button.
2. Enter your contact information and select your local power company from the drop down box.
3. Complete the online evaluation of your home.

The Small Print:

• eScore Self Audit is available to customers living in participating local power company areas.
• Must complete TVA’s Online Home Evaluation between 7/16/2015 – 9/30/2015 to receive the $10 Home Depot gift card.
• *One kit and gift card per household.

Customer Voice

MLGW values our customers’ voice and opinions. They are important to improve our operation and to better serve our customers. We are conducting a short survey to gauge our customers’ opinion of services provided by MLGW. The questions detail your experience with MLGW Billing, Quality of Service, Communication, and other miscellaneous questions geared toward improving your experience with MLGW. Your generous time and honest feedback is valuable to MLGW’s continual effort for providing the best utility services possible.

Please take a moment to take our survey.

MLGW Special Reconnect Program Ends Today

Normal Operations Resume on Wednesday

As cooler weather returns to the Mid-South and MLGW’s Special Reconnect program comes to an end, MLGW is glad to announce that more than 600 customers took advantage of this program.

Extremely high temperatures beginning in early July also resulted in no MLGW customers being cut-off for non-payment for over a month.


Normal operations will resume on Wednesday August 12 with the only exception being senior customers 60 years and older and customers with disabilities who, for the next several days, will not be disconnected for non-payment.

MLGW observes National 811 Day

Encouraging customers to call Tennessee811 hotline before digging

Some numbers you know by heart. 811 should be one of them. National 811 Day occurs today, August 11 (8/11) and reminds the public that calling before you dig prevents damage to underground utilities such as gas and electric lines and keeps residents safe. MLGW will be promoting National 811 Day the week of August 11 to increase awareness of National 811 Day in Memphis and Shelby County.

When residents call 811, underground utility lines will be located free of charge. Tennessee law requires that individuals give notice to the 811 center three business days before digging begins. This service is free, and all residents who intend to excavate or have contractors excavate are required to call.

Damage to utilities can occur during installation of a fence or mailbox, building a deck or additional room, and even gardening. “We want residents of Shelby County to realize that underground utility lines can be disturbed or damaged by common home improvement projects,” said Jerry Collins Jr., MLGW President and CEO. “Hopefully our promotion of National 811 Day will increase awareness of calling 811 before you dig, as well as natural gas safety.” Digging without calling can result in damage to underground utility lines, harm to residents, disruption of neighborhood service, and fines and repair costs for those responsible.

If residents hit or damage a utility line in the process of excavation, immediately call MLGW and stop digging. Remember that natural gas smells like rotten eggs. If residents smell this odor, they should evacuate the area right away and call 911 and MLGW’s emergency line (528-4465). MLGW wants to remind residents that the best way to avoid dangerous situations is to always call 811 before you dig. More information on calling 811 and natural gas safety can be found on MLGW’s website at mlgw.com.

Tomorrow is National 811 Day

Some numbers you know by heart. 811 should be one of them. In case of emergencies you call 911, but to prevent certain emergencies you call 811. It’s the Call 811 Before You Dig number to get your underground gas, electric, water, cable and phone lines located and marked before any digging occurs on your property. National 811 Day is tomorrow, Tuesday, August 11 (8/11). It’s a perfect time to remember to always Call 811 to have your utilities marked before you or your contractor do any digging. That prevents damage to underground utilities and keeps you and your neighbors safe. 811, the number you need to know and remember. (National 811 Day is promoted by the Common Ground Alliance. Find more info at www.commongroundalliance.com.

MLGW Restores Power to Approximately 67,800 Customers

MLGW has restored services to approximately 67,800 customers affected by storms from Wednesday. About 50 customers remain without power. The utility expects to complete all of its restoration by Saturday midnight.

In total, 67,842 customers lost power due to the storms.

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies.

Customers are reminded to keep these important MLGW phone numbers on hand:

• Outage Reporting: 544-6500
• Emergency: 528-4465
• Customer Care Center: 820-7878

Approximately 63,000 Customers Restored Since Wednesday’s Storms

MLGW restoration efforts will continue into the evening as crews work to restore outages. Approximately 63,000 customers have been restored.

In total, 67,842 customers lost power due to Wednesday’s set of storms. As of 6 p.m., 4,480 customers remain without power.

Currently, 24 outside crews are assisting in MLGW crews in the restoration efforts. Crews continue to work around the clock to restore services. The utility is still estimating full restoration by Sunday midnight.

MLGW is asking customers who are still without power to please call the MLGW Outage Hotline at 544-6500. MLGW wants to make sure no outages are missed. To report an outage, customers will need to have their account number or the phone number that's associated with their account.

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies.

Important MLGW contact information for customers:

•  Outage Reporting: 544-6500

•  Emergency: 528-4465

•  Customer Care Center: 820-7878

Approximately 63,000 Customers Restored Since Wednesday’s Storms

(August 7, 2015, 6:30 p.m.) — MLGW restoration efforts will continue into the evening as crews work to restore outages. Approximately 63,000 customers have been restored.

In total, 67,842 customers lost power due to Wednesday’s set of storms. As of 6 p.m., 4,480 customers remain without power.

Currently, 24 outside crews are assisting in MLGW crews in the restoration efforts. Crews continue to work around the clock to restore services. The utility is still estimating full restoration by Sunday midnight.

MLGW is asking customers who are still without power to please call the MLGW Outage Hotline at 544-6500. MLGW wants to make sure no outages are missed. To report an outage, customers will need to have their account number or the phone number that's associated with their account.

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies.

Important MLGW contact information for customers:

•  Outage Reporting: 544-6500

•  Emergency: 528-4465

•  Customer Care Center: 820-7878

Approximately 61,000 Customers Restored Since Wednesday’s Storms

MLGW restoration efforts continue this morning. In spite of the severe weather this morning, approximately 61,000 customers have been restored since the original set of storms on Wednesday. 

In total, 67,842 customers lost power due to Wednesday’s set of storms. As of 10 a.m., 8,425 customers remain without power. 

Currently, 22 outside crews are assisting in restoration efforts. Four more outside crews will arrive by this afternoon. MLGW crews continue to work around the clock to restore services. The utility is still estimating full restoration by Sunday midnight.

Many outages are due to fallen tree limbs on power lines, taking down poles. Wednesday’s set of storms caused significantly more damage than storms that moved through Shelby County on July 14, impacting twice as many customers. 

Customers who are without power should call the MLGW Outage Hotline at 544-6500 to make sure their outage is logged in the system. To report an outage, customers will need to have their account number or the phone number that's associated with their account. 

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies. 

Important MLGW contact information for customers: 
•  Outage Reporting: 544-6500
•  Emergency: 528-4465
•  Customer Care Center: 820-7878

More than 55,000 Customers Restored Since Wednesday’s Storms

MLGW restoration efforts will continue into the night following two waves of severe storms that moved through the Mid-South on Wednesday. As of 6:30 p.m., MLGW crews have restored service to more than 55,000 customers.

In total, 67,842 customers lost power due to both waves of storms. Approximately 12,800 customers remain without power.

Currently, 22 outside crews are assisting in restoration efforts. MLGW will continue to work around the clock to restore services. The utility is still estimating full restoration by Sunday midnight.

Many outages are due to fallen tree limbs on power lines, taking down poles. These storms caused more damage than storms that moved through Shelby County on July 14.

Customers who are without power should call the MLGW Outage Hotline at 544-6500 to make sure their outage is logged in the system. To report an outage, customers will need to have their account number or the phone number that's associated with their account.

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies.

Important MLGW contact information for customers:
•  Outage Reporting: 544-6500
•  Emergency: 528-4465
•  Customer Care Center: 820-7878

MLGW's 2015 Pilot Safety Inspection Program Launches August 10

(August 6, 2015) - MLGW's Pilot Safety Inspection program begins August 10 and will run through February 29, 2016. Customers can arrange an appointment beginning August 10, with the first available appointment date of September 1.

Appointments scheduled between September 1 and September 30 are free. Appointments scheduled between October 1 and December 31 will incur a $54 fee. The fee will be billed to the customer’s account and covers up to three gas heating appliances. Each additional appliance over three will incur an additional $16 fee. The service is free to physically challenged customers or seniors (60 years and older).

To schedule an appointment, customers must call 820-7878. The Interactive Voice Response system (IVR) can also be used to schedule an appointment using the 16-digit account number. Appointments are available on Tuesdays, Wednesdays, Thursdays or Saturdays for one of the following time slots:

 8 a.m. - noon
 noon - 4 p.m.
 4 p.m. - 8 p.m.

Saturday appointments are either 8 a.m. - noon or noon - 4 p.m.

MLGW Restored 44,000 Customers As Restoration Continues

MLGW restoration efforts continue today after two waves of severe storms moved through the Mid-South a little after 4 p.m. and 11 p.m. Wednesday. As of 9 a.m., MLGW crews have restored service to 44,000 customers and counting.

In total, 67,842 customers lost power due to this storm, including approximately 24,000 customers who lost power in the second wave of storms.  MLGW is estimating that all outages caused by these storms will be restored by Sunday midnight, assuming there are no additional storms.

Many outages are due to fallen tree limbs on power lines, taking down poles. These storms caused more damage than storms that moved through Shelby County on July 14. MLGW has called in 21 outside crews to assist in restoration efforts. Two of the 21 have arrived from as close as Jackson, TN and as far away as East Tennessee and Kentucky.

Customers who are without power should call the MLGW Outage Hotline at 544-6500 to make sure their outage is logged in the system. To report an outage, customers will need to have their account number or the phone number that's associated with their account.

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies.

Important MLGW contact information for customers:

·  Outage Reporting: 544-6500

·  Emergency: 528-4465

·  Customer Care Center: 820-7878

More than 43,000 customers lose power due to Severe Thunderstorm

MLGW restoration efforts are well underway after a severe thunderstorm moved through the Mid-South a little after 4 p.m. Wednesday.

In total, 43,738 customers lost power due to this storm. MLGW is estimating that all outages caused by this storm will be restored by Saturday midnight.

Many outages are due to fallen tree limbs on power lines, taking down poles. Today’s storm caused more damage than storms that moved through Shelby County on July 14. MLGW has called in 21 outside crews to assist in restoration efforts.

Customers who are without power should call the MLGW Outage Hotline at 544-6500 to make sure their outage is logged in the system. To report an outage, customers will need to have their account number or the phone number that's associated with their account.

To report an emergency such as downed wires or gas leaks, please call 528-4465. This number should be treated like 911 and only used for these types of emergencies.

Important MLGW contact information for customers:
-  Outage Reporting: 544-6500
-  Emergency: 528-4465
-  Customer Care Center: 544-MLGW (6549)

MLGW Special Reconnect Program Update

MLGW’s Special Reconnect Program for residential customers is still in progress. Residential customers, who are currently without one or more utility services, can pay $250 plus a reconnect fee toward their outstanding balance to re-establish utility service.

Since the program was activated two and a half weeks ago, 444 customers have taken advantage of the program. This marks the sixth year that MLGW has provided this program to its customers. Residential customers applying for the Special Reconnect Program are required to complete a Hazardous Weather Agreement and enter into a deferred payment plan for their remaining outstanding balances that can range from five to nine months depending on the balance. Eligible customers can bring two forms of identification and payment to one of MLGW’s five community centers:

• 245 South Main Street
• 2935 Lamar Avenue
• 1111 East Shelby Drive
• 2424 Summer Avenue
• Millington, 5131 Navy Road

The Special Reconnect Program is separate from MLGW’s weather-related moratorium policy, which is in effect whenever these conditions exist: (a) the forecast heat index will be 100 degrees Fahrenheit or above at any time during a 24-hour period; or (b) the forecast heat index will be 95 degrees Fahrenheit or above at any time in a 24-hour period for customers 60 years of age or older, physically challenged, or customers certified as life-support dependent.