Dec. 9 is the big day, and we want to be sure you’re ready! That’s the day we will convert to a new software platform for Gibson Electric. While we’re making the change to improve service for you, the transition will require you to also take action. Please read the following to know what you should do to help ensure an easy and smooth transition.

Moving our electric and broadband accounts to one platform will enable you to manage both your Gibson Electric account and your Gibson Connect account using the same convenient app — Gibson Co-ops and the gibsoncoops.com member portal. It also will enable us to provide a more integrated and smoother customer service experience.

While transitions can be challenging, we are confident that the benefits of our new software platform will outweigh any temporary inconveniences. Our team is dedicated to making this change as easy on you as possible, and we appreciate your patience during this process.

Gibson Co-ops app

All Gibson Electric members and Gibson Connect subscribers will need to download the new Gibson Co-ops app on or as soon as possible after Dec. 9. Your Gibson Electric and Gibson Connect account information will be available through this app. (Please don’t download the Gibson Co-ops app before Dec. 9. Doing so will require you to go through the setup process again after our official launch.)

If you have Gibson Electric and Gibson Connect services, please make sure your email address is the same for both accounts. If it is identical, you should be able to use one username and password to log in to both your electric and broadband accounts. Ideally, your name, service address and phone number also would match for both accounts. Please call your local Gibson Electric member service center, and we can help you make this change.

Initially Gibson Connect subscribers will still be able to access their account information and make payments through the existing Gibson Connect SmartHub app, but the existing app will be turned off soon after Dec. 9, so we encourage everyone to download and begin using the new Gibson Co-ops app Dec. 9.

Billing and payments

We will continue to mail printed Gibson Electric bills to members unless you choose to go paperless. We encourage you to activate the paperless billing option in the Gibson Co-ops app on or after Dec. 9. Doing this will enable you to receive your bill quicker and help protect our environment.

If you have been enrolled in paperless billing with Gibson Electric prior to the conversion on Dec. 9, your first bill after Dec. 3 will be printed and mailed to your service address. You will continue to be emailed regarding your bill, but you will need to download the Gibson Co-ops app on or soon after Dec. 9 to view your detailed account information. Gibson Connect bills will remain paperless.

From noon on Dec. 3 through Dec. 8, we will be unable to receive and apply Gibson Electric or Gibson Connect bill payments. We will not disconnect service during this time. Members on PayGo (PrePaid) billing will not receive daily use information from Dec. 3 through Dec. 8. As with members on monthly billing, we will be unable to receive and apply payments, and we will not disconnect service during this time.

Both our Gibson Electric and Gibson Connect bills will have a new look. We’ve tried to make the bills cleaner and easier to read while including all of the details you need. Please visit our website on or after Dec. 9 to view our new bill formats.

“Auto Pay” to replace “Draft”

For our members currently enrolled in credit card draft or Auto Pay, you will need to go into the Gibson Co-ops app or go to our website (gibsoncoops.com) on Dec. 9 or as soon as possible after to enter your credit card information. We apologize for this inconvenience, but the conversion will not allow us to transfer your credit card information. This precaution is for your account security and must be done in a timely manner to ensure your payments continue without interruption. Fortunately, bank account drafts will automatically and securely transfer.

“Prepaid” to replace “PayGo”

Members who are on PayGo billing will find their account information in the Gibson Co-ops app under “Prepaid.” For our members who have used Auto Pay in PayGo, our new platform will not initially offer this functionality. Your bank account or credit card will no longer be drafted once it meets a threshold you’ve set. You can, however, set up alerts in the Gibson Co-ops app to notify you when your account balance falls below a dollar amount you set.

Alerts and notifications

Please take a moment to set up your account profile, including your preferences for alerts and notifications. Doing so will help you easily manage your account and help us keep you informed.

Energy use monitoring, Outage Map and Outage Reporting features

The Gibson Co-ops app will still have an electric use tool, an Outage Map and Outage Reporting features. The electric usage tool enables you to keep track of your energy use and make timely adjustments to save energy dollars. The electric Outage Map provides up-to-date information on where we are experiencing electric outages. You can also easily and quickly report an outage through the app.

We’re excited about these changes because they will ultimately enable us to provide you with a better service experience. We’ll do all we can to make the transition smooth for you, but please be patient with us as we convert to the new platform. Please also mark your calendar for Dec. 9, download the Gibson Co-ops app and take any other steps needed based on your service preferences. We’re here for you if you have a question or concern — just call or visit your local Gibson Electric member service center.