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Questions? We have answers.

Check out the most commonly asked questions from our customers.

 

Where to report an outage?

Simply contact your local TDU for reporting and status updates:

  • CENTERPOINT ENERGY: 1.800.332.7143
  • ONCOR: 1.888.313.4747
  • AEP (AMERICAN ELECTRIC POWER): 1.866.223.8505
  • TNMP (TEXAS NEW MEXICO POWER): 1.888.866.7456

When is my power going to be restored?

The Texas electric system is facing an unprecedented power shortage due to extreme winter weather affecting the entire state of Texas. Because Texans’ electricity consumption is far surpassing the state’s current power generation, local controlled outages are expected to be longer than previously planned. For more information, please see your local TDU portal for updates.

Utility told me the rolling outage was only 1-2 hours and 6 hours later I am still with no power?

As soon as ERCOT permits, utilities will deploy their resources to restore customers’ power.

Am I going to be billed for 0 usage?

All billing will be provided according to the usage transaction issued by your local TDU’s readings. Please see the readings at the top of your invoice.

Who will cover food or damages due to the outage?

Unfortunately, this is beyond Retail Electric Providers control and currently, we do not have further information of when the utilities plan to restore the power in your area.

Why some premises have power and others are still without?

Utilities are required to comply with ERCOT’s directive to reduce the load from its customers. As a result, customers across the state are experiencing controlled outages.

 

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