Frequently Asked Questions

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• Sign Up with Direct Energy

  • Why do you need a credit check?

    This check is done to determine whether you can enroll without paying a deposit. The check is a utility payment data-based search that reviews your history of making payments on your utility services (electric, natural gas, water,...

  • What is the cost to switch to Direct Energy?

    Direct Energy does not charge an enrollment fee. However, your current energy supplier may assess a cancellation fee if you're switching providers within your contract term. Your current supplier can confirm what those costs (if...

  • If I am switching providers, how long does it take to get Direct Energy electricity service in Texas?

    If you want to switch from your current provider to Direct Energy and if the power at your address is in your name or your spouse's name, service can begin in approximately seven (7) business days. For billed products: Before...

  • If I am moving to a new residence, how long does it take to get Direct Energy electricity service in Texas?

    If you're starting Direct Energy service at a new residence, your service can begin a minimum of three (3) business days after you sign up. If you are moving into a residence without power, or if the service is not in your name...

  • How do I sign up for a renewable energy plan in Texas?

    Currently, you can "Support Green" for $5 a month. Learn more here.

• General Questions

  • What is a Smart Meter?

    A Smart Meter reads your usage in more detail than a conventional meter. The advanced meter communicates usage information via radio frequency back to the local utility for monitoring and billing purposes, called telemeter, so...

  • What is an ESI ID?

    ESI stands for "electrical service identifier." An ESI ID number is the physical address where you receive your electricity. In order to track the electricity used by your home, electric companies use a special meter identification...

  • I think my identity was used to set up an account at Direct Energy. What can I do?

    If you suspect you are the victim of identity theft or think your identity has been stolen and used to set up an account with Direct Energy, we're here to help. You can read more about our commitment to identity theft protection...

  • What is the role of my local utility company?

    Your local utility company delivers the electricity that flows into your home. The utility company is responsible for the lines, poles, pipes, meters, power outages, repairs, and other issues with how energy gets to your home....

  • What is the difference between Direct Energy and my local utility company?

    Direct Energy and your utility work together to provide services for your specific area. Direct Energy is a retail, or competitive, electric and natural gas provider. If you live in a deregulated area, you are able to shop for...

• What to Know As a Customer

  • Who can I talk to if a member of my household is on life support or requires critical care?

    If you or a member of your household are on life support or require electricity for critical care, you can have your TDSP prioritize your home for reconnection if you ever experience a disconnection due to a weather event. Here...

  • What is my Direct Energy account number?

    This is the number that identifies you as a Direct Energy customer. It is typically used to locate your personal information when you call Customer Service with questions or when you pay your bill. It can found at the top of your...

  • Will I receive notification when my contract expires or will I be automatically renewed?

    Direct Energy will notify you in advance of your contract expiration. For contracts entered on or after June 1, 2004, you will not be automatically renewed.

  • Will I save money by signing up with Direct Energy?

    Future savings depend on the direction of commodity prices, which can be very volatile; however, you are not guaranteed savings. Historically, Direct Energy's rates have been very competitive. Our fixed-rate products offer...

• Deregulation 101

  • What is a Retail Electric Provider?

    Also known as the REP or electricity company you chose for your home or business, a Retail Electric Provider is a company that has been approved by the Texas Public Utility Commission (PUCT) to sell electric services. A REP is...

  • What is the Public Utility Commission of Texas?

    The Public Utility Commission of Texas (PUCT) is the state agency that is responsible for the regulation and oversight of electric services in Texas. The PUCT regulates the delivery of electricity to ensure the safety and reliability...

  • Do all Texans choose their electricity company?

    Most Texans have the ability to choose the electricity company for their home or business. Over 60% of the state is deregulated, but some areas are served exclusively by some electric cooperatives (also called co-ops) and municipally...

  • What is a Municipally or City-Owned Utility?

    A municipally or city-owned utility is a non-profit electricity provider that is owned and operated by the municipality it serves. Texas city-owned utilities may decide whether or not their customers will have a choice of Retail...

  • What is an Electric Cooperative?

    An Electric Cooperative (also known as a Co-Op) is a customer-owned electric utility that distributes electricity to its members. If your area is serviced by a Co-Op, that company is the exclusive provider for electricity in that...

• Switch Holds

  • How long will it take to remove the Switch Hold?

    Once we receive both documents and there are no issues with the documents, then we will work with the TDSP and/or the other REP to remove the Switch Hold so that we can continue with your enrollment process. It's important that...

  • What happens if if I can't get the Affidavit of Landlord notarized?

    We suggest that you provide us with either a copy of your entire lease agreement which must include your name on the agreement (or the person enrolling for service) or a copy of your electric bill from your previous premise dated...

  • How will I know if Switch Hold was removed and my service will be connected?

    The account will be noted that the Switch Hold was removed and services will be connected. You may contact us for an update. However, please allow us reasonable time to receive your NOS form with the supporting document and to...

  • Why was the removal of the Switch Hold denied?

    The Switch Hold removal request was denied because there is association between the new occupant and the previous occupant, based on the NOS form and the supporting document.

  • Have you received my paperwork?

    If you emailed the NOS form and supporting document, then you will receive a confirmation that paperwork has been received. If you faxed us the 2 documents, then please allow 1 business day to update your account that they have...