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 been paid, and it is greater than 10 days past your bill due date. In these cases, a Disconnection Order is carried out for your service address.

If your disconnection is due to an unpaid past-due balance, Direct Energy mailed a 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 contact the TDSP for your area to inquire about the reason for the outage and 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

Dallas/Fort Worth and Surrounding Areas

South Texas

West Texas

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