Current Customers

Common Questions About Managing Your Utilities

• Can my service be disconnected in winter?

  Disconnection of service is a last resort when a customer’s bill has gone unpaid. However, if your bill remains unpaid and no payment arrangements are made, we may disconnect your service during the heating season.

  If you have difficulty paying your bill, call us at 402.504.7002 right away so we can work with you and avoid service interruption. Office hours are 7:30 a.m. to 5:15 p.m., Monday through Friday.

• How do I cancel service?

  Call 402.554.6666, or if outside the calling area, 1.800.732.5864. We need at least two working days’ notice and access to the meter(s) to discontinue service.

  How do I establish service if I move to a different address?
Call 402.554.6666 or outside the calling area at 800.732.5864 to arrange for service to be established at a new address or disconnected at an old address.

  We need at least two working days’ notice and access to the meter(s) to disconnect service. There is a charge to connect to a different address.

• What happens if my meter quits working?

  If a meter is defective, it will be replaced and the amount of service will be estimated. In the event of a leak or damage to the meters and pipes on the customer’s premises, service may be discontinued until repairs are made. Call Customer Service, 402.554.6666, to schedule a service call.

• Do I have to provide access to meters?

  Yes. District personnel must have access to meters at all hours for any reasonable purpose. The District reserves the right to discontinue service at any time in the event of fraud, illegal or unsafe use of services or violation of District rules.

• Who is responsible for protecting M.U.D. property on the premises?

  Our service agreement with you states that you shall safeguard and provide adequate protection for District property located on your premises.

• Who is responsible for paying for M.U.D. services?

  The customer of record is responsible for all usage at the premises. Any consumption found between parties will be billed to the owner of record of the property. Use will be billed monthly at rates established by the Board of Directors.

• Can I schedule the time to read my meters?

  We read your meter eight times a year and will give you the dates. Call 402.554.6666 or e-mail us to request a schedule.

• What if I’m not home when the meter reader arrives?

  If you have an inside meter(s) and no one is home during the day, you may purchase an encoder, receiver, transmitter (ERT) device which allows us to read your meter via radio signals or we can set up special arrangements to read the meter(s). Call 402.554.6666 or e-mail us.

  You also may call in your monthly meter readings to our 24-hour voice Meter Reading Hotline, 402.504.7008.

  Frequent readings of the inside meter(s) by our employees will ensure you receive an accurate bill. If we are unable to obtain regular readings, we will need access to your inside meter at least once a year.

• Can I plant flowers or shrubs by my M.U.D. meters?

  Flowers or shrubs that are planted near outside meters or by the glass block should be low to the ground and should not impede access to the front of the meter in order for us to read the meters or do repair work on them. When we need to change a meter or a gas regulator, we need to be able to kneel in front of the meter set. If the shrub is blocking the meter set front, we may need to remove it to do our work. More information can be found in our Gas Rules under “Related Resources”.

• Can you interrupt my service without notice?

  Yes. However, we will make a reasonable effort to notify you of temporary service interruptions to make repairs to the system. In the event of an emergency, such as a main break or where considerable damage may be caused, your service may be interrupted without notification.

• What are ERTs?

  Your home may have an encoder, receiver, transmitter (ERT) device which allows us to read your meter via radio signals and save money on meter reading costs. For more information on ERTs, call 402.554.6666 or e-mail us.