MVEC is committed to providing reliable electric service. Due to the pandemic situation, the co-op is taking extra precautions to protect the health and well-being of its employees, members and general public. This page is continuously updated to provide you with our latest information.
Here’s what you need to know:
- Effective Tuesday, March 17, until further notice, MVEC’s lobby is closed to the public. The health and well-being of our members, employees and the community is our highest priority. We will continue providing reliable service to our members. The closure will have minimal effect on our day-to-day operations.
- At this time, we are uncertain when the lobby will re-open. MVEC is following World Health Organization (WHO), U.S. Centers for Disease Control (CDC) and the Minnesota Department of Health (MDH) guidelines to see when this type of activity can resume. When applicable, we will communicate full details to MVEC member-owners via the Electric Eye newsletter, all member email and social media platforms.
- If you currently do not receive email communications from MVEC you can update your account information with this secure online form to Update your Account Information.
- Almost every office employee is able to perform their job remotely from home. If you call our office and need assistance from an employee working from home, you may be directed to their email or cell phone, if necessary.
- For employees who need to be at the office (where necessary), the cooperative will practice social distancing to ensure employee safety.
- We have temporarily cancelled all non-essential business travel. Employees are also required to report personal travel and to impose self-quarantines for 14 days following any out-of-state travel.
- Although in-person interactions are preferred, until further notice, there will be no face-to-face member field visits. Depending on your specific situation, options such as Facetime, texting or phone calls will be implemented.
- If a meter tech or other field person needs to do work at your property, you will receive a phone call from the driveway rather than a knock at your door.
- Our crews are working staggered shifts, drive in separate vehicles and maintain distancing when picking up equipment in our warehouse and equipment yard. Because our linemen are considered first responders in an essential services industry, we ask that you help us keep them healthy by avoiding close contact while they are working.
- We understand the importance of keeping your lights on. Although the pandemic has changed some of our business practices in the short term, we will continue to strive to deliver safe and reliable power. Line crews will be working as usual and will remain on-call to respond to any power outages or emergencies. You can report your outage by calling us at 952.492.8255 or 800.232.2328. More resources are available online at our Outage Center.
Keep in mind, some outages are out of our control, such as those caused by storms, transmission line failures and animal contact. If your lights go out, be assured that co-op employees are here to restore your power and keep you informed.
- If you do have an outage at your location, please stay indoors and do not approach the crew working on site. If you need to give them information, please call our Dispatch Center at 952.492.8255 or 800.232.2328, and our dispatcher will relay your information to them via our radio system.
- Be assured we are regularly monitoring pandemic situations, our resources and reviewing the cooperative’s preparedness plans. We have also assessed all current projects and prioritized them. We will continue to maintain the electrical system as we normally would.
- We are assigning our lineworkers and field employees to focus on tasks related to the continuity of electric service, such as maintenance projects and outage restoration. This means that current and pending construction projects could be delayed. If you have questions regarding a specific project, contact the assigned engineer.
- 3/31/2020 Interview with CEO Ryan Hentges on KCHK 1350 AM (length 11:22)
- CEO Ryan Hentges gives a video update of the current pandemic situation as it affects the cooperative and its members (length 3:13)
- CEO’s Column in our April Electric Eye newsletter. Or read it below:
Providing essential services during this challenging time
Across the US, everyone is doing their part to help reduce the impact of COVID-19. More than ever, a reliable supply of electricity is essential to provide homes and businesses the power they depend on At MVEC, we are focused on being part of the solution.
As the COVID-19 situation continues to evolve, we want to reassure you the safety of our members, staff and community remains our highest priority.
Our business continuity team (myself, safety director, executive team and IT supervisor) meets several times a week by teleconference to continuously evaluate the readiness of our personnel, operations and supplies in order to perform our mission of safely providing reliable energy at cost.
As an essential service, we are highly aware of the importance of keeping our staff healthy. The vast majority of our office employees have transitioned to work remotely from home. Those who remain in the office are practicing social distancing, in some cases moving their desks to more isolated areas.
Our linemen, meter readers, substation technicians and locators have the advantage of working outdoors. Still, we have put health-aware measures in place for these team members, as they are considered first responders of the utility world. We have staggered crew start times, limited the size of crews, and redirected their work to focus on maintenance-related items.
We ask if you see any field personnel on the job, that you maintain a safe distance to help us keep them healthy and ready to respond to outages and other system-related work.
We have temporarily closed our lobby to the public and postponed our Annual Meeting. Our energy specialists have put in-home visits with members on hold and will communicate via phone call, text or Skype. If a co-op employee needs to do work at your property, you will receive a phone call, but they will not be knocking on your door.
We thank you for your patience as we work in new ways to stay healthy and keep the power flowing to your home and business. Working together, we can help slow the spread of COVID-19 and continue to serve you now and beyond.
Account status, billing and payment information
- In September, MVEC resumed disconnection processes for accounts with a past due balance. Please call 952.492.2313 to speak to Member Support regarding your situation; your cooperative is here to help by offering solutions to reduce past unpaid balances and lighten any financial stress.
- Members are reminded of various payment options:
- Budget Billing – Pay an average amount each month (recalculates twice a year) to help manage monthly electric bills
- PayGo – Pay when you want, in the amount you want
- Payment Arrangement – If you are unable to make full payments each month, use this form to work with us to design an individually-tailored installment plan to bring your account up to date.
- We will also continue to remind members of other existing bill assistance resources and energy assistance programs to support them through temporary or extended financial hardship. Call us at 952.492.2313 or email us at email@example.com to discuss the best option for you.
In March 2020, MVEC chose to temporarily suspend all collection processes and disconnection for non-payment in response to the pandemic crisis.
In September 2020, MVEC resumed disconnection processes for accounts with a past due balance. Please know, your cooperative is here to help by offering solutions to reduce past due balances. We encourage any member who is facing financial difficulty to call us at 952.492.2313 or email us at firstname.lastname@example.org
- SmartHub – Secure online payment portal is available 24/7. If you haven’t already done so, download our SmartHub app by visiting the iTunes or Android store.
- Pay Now – Also available 24/7, this option is a secure online payment portal with no registration required for one-time payment.
- Touch-n-Go – Our automated phone 952-492-8333 or 866-492-8333 is available 24/7.
- Mail – MVEC, 125 Minnesota Valley Electric Drive, Jordan, MN 55352. Please include your electric bill or a note with your name, service address, phone number and, if you have it, your MVEC account number.
- Drop box – located at the front door of the cooperative office (125 Minnesota Valley Electric Drive, Jordan). Please include your electric bill or a note with your name, service address, phone number and, if you have it, your MVEC account number. Drop box payments are picked up daily. Please note: If your payment is more than the balance listed on the account, we are unable to give you change since the lobby is currently closed to the public. We will apply any excess payment to your account.
- Our lobby is currently closed to the public and in-person payments are not available. If you are unable to make a payment online, we suggest doing one of the following. All MVEC payment options are free:
- Use Touch-n-Go, the automated phone service, by calling 952.492.8333 or 866.492.8333
- Download the SmartHub app by visiting the iTunes or Android store
- Ask a trusted family member or friend, with computer access, to help you make a one-time payment using SmartHub
- If cash is your only method of payment, we suggest putting your cash payment in a sealed envelope and use the Drop Box at the front door of our office at 125 Minnesota Valley Electric Drive, Jordan. Include your electric bill or a note with your name, service address, phone number and if you have it your MVEC account number. Payments are processed daily. Please note: if your payment is more than the balance listed on the account, we are unable to give you change since the lobby is currently closed to the public.
- If you participate in automatic bill pay, where funds automatically deduct from your checking or savings account – please note: files are sent to the bank four business days before the due date on your electric bill. You will need to contact us before then to cancel.
- If you participate in recurring credit card, where funds automatically charge to your credit card on the due date on your electric bill, please note: you will need to contact us one business day before then to cancel.
- Effective March 19, 2020, if a payment comes back as NSF or declined, MVEC will not assess any return fees due to COVID-2019, but please contact us at 952.492.2313 or email us at email@example.com to discuss other payment options. At this time, a concrete date to resume fees has not been determined.
Co-op communications and member service needs
- MVCE’s website is updated on this page.
- We also communicate with member-owners by email, social media and the Electric Eye newsletter.
- If you currently do not receive email communications from MVEC you can update account information with this secure online form.
- Phone: 952.492.2313 or 800.282.6832 – MVEC’s member service representatives and member account support representatives are available 8:00 am – 4:30 p.m. Monday through Friday
- Email: firstname.lastname@example.org
- Website: www.mvec.net
- Outage Reporting: 952.492.8255 or 800.232.2328
- MVEC’s call volume may fluctuate due to COVID-19. Please be aware that call volume and longer wait times can vary. Thanks in advance for your patience. Online options are available 24/7 at www.mvec.net, and if you’re calling outside normal business hours you may be connected to our after-hours call center.
If you are unsure about a call made by MVEC, call the cooperative at 952.492.2313 or 800.282.6832 or email us email@example.com. If the call is a scam, please notify your local police department as well.
This is an ever-evolving situation, and we will address the challenges as they occur. But know that, in the face of any challenge, we are here to keep the lights on. We thank you for your patience and understanding during this time. If you have questions or concerns, please call our office at 952.492.2313 or 800-282-6832.