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General Questions
What is a kWh?
It is the unit of measurement for the electricity you use over time. The amount of electricity you use each billing period is expressed in terms of a kilowatt-hour, and is noted on your bill.
What is electricity deregulation?
In the past, one company provided all your electricity needs, including generation, transmission and distribution, and retail sales. With competition, these entities have become separate and now you have the power to choose your electricity provider. However, the local distribution utility, or Transmission and Distribution Service Provider (TDSP), will continue to service your poles and wires to guarantee an uninterrupted supply of electricity.
How can I open an account with Direct Energy?
It’s easy! Visit our website at www.directenergy.com/texas/business/ and click on the "Sign Up Now" button.
You could also call our Customer Care center toll-free at 1-877-877-3268 Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4:00 pm, CST.
Representatives are always available to walk you through the steps needed to become a Direct Energy customer.
If you would like to transfer your service to a new address, please call us at 1-877-877-3268. Or, you can sign up for your new service online at www.directenergy.com/texas/business
What markets does Direct Energy serve?
Direct Energy serves its customers in the following regions:
- CenterPoint Energy (formerly Reliant Energy HL&P)
- TXU Electric Delivery (formerly Oncor)
- South Texas (CPL Retail Energy, a Direct Energy Company)
- West Texas (WTU Retail Energy, a Direct Energy Company)
How long does it take to get new electric service with Direct Energy?
For regular connection, an application can take up to 2 business days to process. After an application is approved, service will begin in approximately 5 business days.
How can I close my account with Direct Energy?
If your business is moving to a new address within the Direct Energy service area, you can transfer your service to your new address by calling us at 1-877-877-3268. Or, you can sign up for your new service online at www.directenergy.com/texas/business/
If you are switching from Direct Energy to another Retail Electric Provider, there is no need to contact Direct Energy. Your new provider will handle your switch transaction without disconnecting your service.
If you are moving outside of the Direct Energy service area and you need to close your account, please call our Customer Care center toll-free at 1-877-877-3268. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm, CST.
What are Direct Energy’s prices for electricity?
You can view them by clicking on the ‘Pricing Plan’ section on our website. You can also contact our Customer Care center toll-free at 1-877-877-3268. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm, CST.
How much does it cost to switch to Direct Energy?
Direct Energy does not charge an enrollment fee, but the local distribution utility, or Transmission and Distribution Service Provider (TDSP), may charge a one-time fee for connection or disconnection. For example, if you live in Houston and choose to switch to Direct Energy, the TDSP in your service area (CenterPoint Energy) charges a one-time fee for your switch. Direct Energy then passes this connection fee, also known as a non-recurring fee (see below), to you via your electric bill on behalf of the TDSP.
What is a non-recurring fee?
Non-recurring charges are charges from your local distribution utility, or Transmission and Distribution Service Provider (TDSP), such as TXU Electric Delivery, CenterPoint Energy, and AEP, and may include such items as a new service initiation fee, a connection fee, a disconnection fee, or a meter-reading fee if you requested that your meter be read outside of your normal billing cycle. These charges are not from Direct Energy but because we are your Retail Electric Provider, we need to pass these charges through to you. These will be listed separately from the electricity charges on your monthly electric bill.
My lights were turned off! How can I get them turned back on?
If you have been disconnected due to non-payment of your electric bill, call our Customer Care center toll-free at 1-877-877-3268. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm, CST. Once you have paid your outstanding balance in full, service will be reconnected.
For payments received between 8 a.m. and 7 p.m. on a business day, Direct Energy will send a reconnect order to the local Transmission and Distribution Service Provider, who will reconnect service no later than the close of the next business day. The TDSP must have access to the meter in order to reconnect service. If your disconnection is not related to a non-payment issue, please contact your TDSP.
In Houston and surrounding areas: CenterPoint Energy 1-800-332-7143, toll free or 713-207-2222
In Dallas/Ft Worth and surrounding areas: TXU Electric Delivery 1-888-313-4747, toll free
A premium charge may be applied by the TDSP to turn on your meter outside of normal business hours.
How do I change the name on my account?
If you are the current account holder of your business, you can change the name on the account by providing your account access code. In the case of change in ownership of a business, the new owner must apply for service with Direct Energy. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm, CST.
How can I get myself added to an account as an authorized representative?
If you are the current account holder, you can add an authorized representative on the account by providing your account access code. If you are not the current account holder and want to be added to the account as an authorized representative, the current account holder must contact our Customer Care center toll free at 1-877-877-3268 and request the additional authorized representative to the account.
Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm, CST.
I need to set up or can’t remember my account access code.
You can use your business tax identification number or the last four digits of your Social Security Number for an account access code. Just call our Customer Care center toll-free at 1-877-877-3268. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm, CST.
If you’ve forgotten your account access code, our representatives are also available to provide hints to help you remember it or set up a new one if needed.
How do I report a power outage?
Power outages or emergencies (such as a downed power line) should be reported to your local distribution utility, or Transmission and Distribution Service Provider (TDSP).
In Houston and surrounding areas: CenterPoint Energy 1-800-332-7143, toll free or 713-207-2222
In Dallas/Ft Worth and surrounding areas: TXU Electric Delivery 1-888-313-4747, toll free
What is Direct Energy’s privacy policy?
Please visit www.directenergy.com to read our privacy policy.
Where can I send a letter to Direct Energy?
You can write to us at: Direct Energy P.O. Box 56648 Houston, TX 77256-6648
