Customer Responsibilities

BVU and Customers Share Responsibility for Service Repairs

When service damage occurs, it's important to understand who is responsible for the repair.


Meter & Service Connection Damage

For residential installations, BVU installs and maintains the overhead service line and the electric meter. All other items are the customer’s responsibility.

Underground Service Diagram

Side-Wall Service Diagram

Through-Roof Service Diagram

BVU installs the customer’s service line (1) and installs and maintains the connection point (5) and electric meter (4). The customer is responsible for keeping vegetation away from the service line. The customer is also responsible for maintaining the weatherhead (6), service cables inside the weatherhead, and meter base (3).

Please be aware:

  • Customers living in mobile homes are responsible for the service pole and for the service line that runs from the service pole attachment to the meter. Customers are also responsible for their meter box, as previously explained. 
  • If the meter box is pulled away from your house or mobile home service pole and you have no power, the homeowner is responsible for contacting an electrician to reattach the meter box and/or provide a permanent fix. In some instances, an electrical inspection may be required before BVU can reconnect electrician should be aware and advise you accordingly

Vegetation Management

  • BVU will not prune or remove trees around service lines (single or multiple span) serving only one customer. Service lines are the supply wires that extend from the transformer or the last BVU lift pole to the customer-owned service equipment.
  • BVU will prune to maintain clearance from secondary lines that supply wires extending from the transformer to another BVU pole.

If a tree or limb falls, tearing down the service line, the property owner is responsible for clearing the tree or limb and repairing any damage to the service equipment before BVU reconnects service.

Reminder: Contact a qualified electrician for assistance. BVU may lower the service line free of charge so you or your contractor can safely perform maintenance work. Once maintenance is complete, please contact BVU to have your service reconnected.


Always assume that utility lines and other electrical equipment are “live” — or energized — and keep away from them. Immediately report downed power lines by calling BVU at 276-669-4112, Option 1, or contact your local emergency services immediately.