Frequently Asked Questions

Disconnections, Reconnections, and Outages FAQs

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

    To report a power outage in Texas, please contact your local utility company: Houston and Surrounding Area CenterPoint Energy: 713-207-2222 or 888-572-5399 (toll-free) Outage Tracker / CNP Area Texas-New Mexico...

  • My electricity was turned off. How can I get it reconnected?

    If you have been disconnected due to non-payment of your electric bill, please contact our Customer Care center at 1-855-461-1926. Service will be reconnected once you have paid your outstanding balance in full. For payments...

  • Why is my power disconnected?

    Your power could be disconnected for two principal reasons: Your area is experiencing a temporary power outage due to complications with the electricity grid. You have a past-due balance with Direct Energy that has not...

  • 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...

  • 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...

  • 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...

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