Frequently Asked Questions for Texas

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  • Disconnections, Reconnections, and Outages

    • Why do I have a power outage in my area?

      You could have a power outage in your area due to complications and fluctuations in the energy grid for your area. Such issues can be the result of inclement weather or higher-than-normal usage from increased heat or cold. You will need to speak with the Transmission & Distribution Service Provider (TDSP, also known as the utility company) for your area for more information, as the TDSP is the company that owns, maintains, and reads the lines, poles, and meters in your area.

      Important Numbers in Case of a Power Outage

      If you are experiencing a power outage, please contact your local Transmission & Distribution Service Provider (TDSP, also known as the utility company) for assistance. For your convenience, the numbers are listed below:

      Houston and Surrounding Area

      • CenterPoint Energy: 713-207-2222 or 888-572-5399 (toll-free)
      • Texas-New Mexico Power: 888-866-7456

      Dallas/Fort Worth and Surrounding Areas

      • Oncor Electric Delivery: 888-313-6862
      • Texas-New Mexico Power: 888-866-7456

      South Texas

      • AEP: 877-373-4858

      West Texas

        AEP: 877-373-4858
      • Oncor Electric Delivery: 888-313-6862
      • Texas-New Mexico Power: 888-866-7456

      For any further questions, please call Direct Energy Customer Service at 1-855-461-1926 to speak with a Phone...

    • How can I have my power reconnected?

      If you are disconnected because of a past-due balance, you can have your power reconnected by paying your past-due balance in full. You can also call Direct Energy Customer Service at 1-855-461-1926 to request a Payment Arrangement for your past-due balance.

      If you are disconnected because of technical difficulties with the electric grid in your area, you will have to contact the Transmission & Distribution Service Provider (TDSP, also known as the utility company) for your area for more information.

      If you have a traditional analog meter, please be advised that it can take 24-48 hours for your power to be reconnected, depending upon the workload of the TDSP technicians. If you have a digital Smart Meter, it can take only a few hours for your power to be reconnected, but it still does depend upon the workload of the TDSP technicians.

      In either case, you can call the TDSP for your area to obtain an estimated time frame in which your power will be reconnected. This information can be found on your Direct Energy bill and is provided below by area.

      Houston and Surrounding Area

      • CenterPoint Energy: 713-207-2222 or 888-572-5399 (toll-free)
      • Texas-New Mexico Power: 888-866-7456

      Dallas/Fort Worth and Surrounding Areas

      • Oncor Electric Delivery: 888-313-6862
      • Texas-New Mexico Power: 888-866-7456

      South Texas

      • AEP: 877-373-4858

      West Texas

        AEP: 877-373-4858
      • Oncor Electric Delivery: 888-313-6862
      • Texas-New Mexico Power:...

      • I just paid my bill. When will my power be reconnected?

        As soon as your payment is received and/or reported to Direct Energy, we send the Reconnection order to the Transmission and Distribution Service Provider (TDSP, also known as your utility company) for your area. If you have a traditional analog meter, please be advised that it can take 24-48 hours for your power to be reconnected, depending upon the workload of the TDSP technicians. If you have a digital Smart Meter, it can take only a few hours for your power to be reconnected, but it still does depend upon the workload of the TDSP technicians.

        You can call the TDSP for your area to obtain an estimated time frame in which your power will be reconnected. This information can be found on your Direct Energy bill and is provided below by area.

        Houston and Surrounding Area

        • CenterPoint Energy: 713-207-2222 or 888-572-5399 (toll-free)
        • Texas-New Mexico Power: 888-866-7456

        Dallas/Fort Worth and Surrounding Areas

        • Oncor Electric Delivery: 888-313-6862
        • Texas-New Mexico Power: 888-866-7456

        South Texas

        • AEP: 877-373-4858

        West Texas

          AEP: 877-373-4858
        • Oncor Electric Delivery: 888-313-6862
        • Texas-New Mexico Power: 888-866-7456

        For any further questions, please call Direct Energy Customer Service at 1-855-461-1926 to speak with a Phone...

      • Why is my power disconnected?

        Your power could be disconnected for two principal reasons:

        • You have a past-due balance with Direct Energy that has not been paid, and since it is now greater than 10 days past your bill due date, a Disconnection Order has been completed for your service address
        • Your area is experiencing a temporary power outage due to complications with the electricity grid

        If your disconnection is due to an unpaid past-due balance, Direct Energy mailed a pink Disconnection Notice to your billing address the day after your bill due date. That Disconnection Notice provides you with the past-due balance on file for your account and a scheduled date for Disconnection. You will need to pay this past-due balance in full so that Direct Energy can send the Reconnect order to the Transmission & Distribution Service Provider (TDSP, also known as the utility company) for your area. You can also call Direct Energy Customer Service at 1-855-461-1926 to request a Payment Arrangement for your past-due balance.

        If your disconnection is due to a temporary power outage in your area, you will need to call the TDSP for your area to inquire as to the reason for the outage and to obtain an estimated time frame in which your power will be reconnected. This information can be found on your Direct Energy bill and is provided below by area.

        Houston and Surrounding Area

        • CenterPoint Energy: 713-207-2222 or 888-572-5399 (toll-free)
        • Texas-New Mexico Power: 888-866-7456

        Dallas/Fort Worth and Surrounding Areas

        • Oncor Electric Delivery: 888-313-6862
        • Texas-New Mexico Power: 888-866-7456

        South Texas

        • AEP: 877-373-4858

        West Texas

          AEP: 877-373-4858
        • Oncor Electric Delivery: 888-313-6862
        • Texas-New Mexico Power: 888-866-7456

        For any further questions, please call Direct Energy Customer Service at 1-855-461-1926 to speak with a Phone...

      • How do I report a power outage or natural gas leak?

        If you have an emergency (like a power outage or natural gas leak), please call the local utility company for your area. This information can be found on the Contact Us page for your state or...

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