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 Representative.

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