Frequently Asked Questions
We store answers to many of your questions in our solution database. Select from the drop-down menus, keywords, or phrases.
ELECTRIC SERVICE
1. How do I switch to TXU Energy?
Please review our rates in your area and sign up online. Or you can reach us by phone 24 hours a day, seven days a week:
- Residents in the Dallas/Fort Worth service area, please call 972-791-2828.
- Residents in all other service areas, please call toll-free 1-800-368-1398.
Power Outages
- Click here to get a list of numbers to call for power outages.
Make Payment by Phone
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(Debit card, Visa or MasterCard credit cards and electronic check only)
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Call 1-800-511-2390
For a complete listing of TXU Energy phone numbers, go to Contact Us.
2. How do I close my TXU Energy account?
If you are moving to a new address within a TXU Energy service area, click here to transfer your account online.
If you are switching to TXU Energy from another electric service provider, click here to sign up for service. Your current electric provider will be contacted about the switch so you will not need to call them. It's easy to switch to TXU Energy online or call:
- 972-791-2828 for Dallas/Fort Worth residents
- 1-800-368-1398 outside of Dallas/Fort Worth
If you are switching from TXU Energy to another electric service provider, please call us.
- 972-791-2828 for Dallas/Fort Worth residents
- 1-800-368-1398 outside of Dallas/Fort Worth
If you are disconnecting your electric service for another reason (for example, moving out of Texas), and need to close your account, please call us.
- 972-791-2828 for Dallas/Fort Worth residents
- 1-800-368-1398 outside of Dallas/Fort Worth
3. How do I transfer my electric service? 4. How can I stop my electric service from being disconnected?
It's easy to transfer your TXU Energy account to a new address, without any interruption in service. Your fastest option is to transfer online. Or you can reach us by phone:
Residents the Dallas/Fort Worth service area, please call 972-791-2828.
Residents in all other service areas, please call toll-free 1-800-368-1398.
If you have received a disconnection notice, you must pay your total balance and/or deposit to keep your electric service from being interrupted. The quickest and easiest way to make a payment is to go to Express Pay, which allows you to make a payment online using your debit card, Visa or MasterCard credit card or an electronic check. You can use this same service over the phone by calling 1-800-242-9113.
If there is still at least 48 hours before the date of disconnect, you can make your payment at a nearby payment location and call TXU Energy customer service to notify them that payment has been made.
5. How do I contact TXU Energy?
Online Self Service
TXU Energy customers can now manage many of their account needs online. New self-service features are continually added to txu.com, so you don't have to wait on the phone. Go to the Customer Service page to see what is available.
Of course you can always reach us by phone. For your convenience, Contact Us provides a complete listing of TXU Energy phone numbers.
Emergency Numbers
- To report a power outage call 1-800-233-2133.
Make a Payment by Phone
(Debit card, Visa or MasterCard credit card and electronic check only)
- To make an electric payment call 1-800-511-2390.
- Or you can e-mail us.
6. What is a kilowatt-hour or kWh?
A kilowatt-hour (kWh) is a unit of measurement for electric energy. Most electric rates are priced by the kWh. Knowing your kWh usage and your cost per kWh, you can calculate the cost of operating electric equipment.
Here's an example: If your air conditioner consumes 2 kW, and it operates on a hot summer day for 16 hours, then your air conditioner used 32 kWh (2 kW X 16 hr) that day. If your rate is 10 cents per kWh, then your cost of operating your air conditioner was $3.20 (32 kWh X $0.10 per kwh) for the day.
7. How do I report a power outage?
Please call 1-800-233-2133. Our outage reporting system will record and report your outage. You can also report a power line down using this phone number. If a power line is down, please provide the city and the approximate street address when you call, and do not go near the downed power line.
8. How do I obtain a Payment History Letter?
If have been asked to provide TXU Energy with a Payment History Letter, please contact your previous electric service provider to request this document.
If you need a Payment History Letter from TXU Energy, go to the Customer Service section.
9. What is the connection fee on my bill?
The connection fee (or account initiation charge) on your bill is a one-time administrative fee charged by your local Transmission and Distribution Service Provider (TDSP) not TXU Energy.
For example, if you live in Houston and choose to switch to TXU Energy, the local TDSP (CenterPoint) assesses a nominal one-time administrative fee.
10. What is TXU Energy's mailing address?
Electric Payment Address:
TXU Energy
P.O. Box 100001
Dallas, TX 75310-0001
11. How do I disconnect my electric service?
If you are moving outside of TXU Energy's service area or considering switching to another electric service provider and need to close your account, please call us.
- 972-791-2828 for Dallas/Fort Worth and North Texas residents
- 1-800-368-1398 for residents outside of Dallas/Fort Worth
12. How do I read my electric meter?
Learn how to read your electric meter at Reading Your Meter.
Or download the file below:
Como leer su medidor? Vea el archivo Español.
13 Does TXU Energy charge a switching fee?
TXU Energy does not charge a switching fee. Your local Transmission and Distribution Service Provider (examples: Oncor, CenterPoint, TNMP, AEP) may charge a connection fee or disconnection fee. These one-time charges, also called non-recurring charges, are passed through to you on the TXU Energy bill.
14. What is the Electricity Facts Label?
The Electricity Facts Label is part of your Terms of Service Agreement and provides you with pricing, contract, fuel mix and emissions information. TXU Energy provides this information to new customers after their enrollment, and in January and July of each year
15. How do I get my electric meter read again?
Many people think their meter must have been read wrong when their electric bill is higher than expected. If your bill has increased significantly, the likely reason is hotter or cooler outside temperatures causing your heating or cooling system to operate longer than usual. But if you are fairly certain that your meter must have been read incorrectly, you can request a special meter reading. Your local Transmission and Distribution Service Provider (TDSP) will charge a fee for this. If this special meter read shows your meter was read incorrectly, this cost will be removed at the next billing cycle. You can also read your own meter. Take your last bill and find the Current Meter Reading. Read your meter (learn how to do this by going to Reading Your Meter), and if your reading is lower than the current meter reading, your meter may have been read incorrectly.
16. Can I switch to TXU Energy if I rent?
Absolutely! It's easy to switch your electric service to TXU Energy. Sign up with TXU Energy now. Enter your zip code, and enroll online.
Or reach us by phone:
- Residents in the Dallas/Fort Worth service area, please call 972-791-2828.
- Residents in all other service areas, please call toll-free 1-800-368-1398.
17. Who do I contact if I need to dig on my property?
Before digging on your property, please call the Texas One-Call Center (also known as DIGTESS) toll free at 1-800-344-8377.
It is advisable to call at least two business days before you plan to begin digging. TXU Energy is not affiliated with DIGTESS. We provide this information for the safety and convenience of our customers.
Electric cable, gas lines, water lines and wastewater lines could all be present under your property. Hitting these lines could result in injury, property damage or pollution of the environment. Call Before You Dig will assist you in choosing a safe site for your excavation activities.
18. Does everybody in Texas get to choose their electric service provider?
Most Texans have the choice, but those served by some electric cooperatives (also called co-ops) and some municipal electric utilities do not. If you would like to know if you can switch to TXU Energy, please visit our Residential Plans & Services page and enter your zip code.
19. What energy sources does TXU Energy use?
TXU Energy purchases power generated from a variety of sources including natural gas, coal, nuclear, and renewable sources such as wind.
20. How do I report a street light out?
Please call 1-800-233-2133. Please provide the city and approximate street address when you call.
21. Do you have any job openings?
Click here to search for open positions with Energy Future Holdings and TXU Energy.
22. Who can I talk to about life support needs?
If you or a member of your household has a physical condition that makes availability of your electric service necessary for survival, please call us:
- 972-791-2828 for Dallas/Fort Worth residents
- 1-800-368-1398 outside of Dallas/Fort Worth
Of course, if electricity is a life sustaining necessity, you should alwayshave a contingency plan in the event of an electric outage.
23. What is a Retail Electric Provider?
A Retail Electric Provider (or REP) is a company that has been approved by the Texas Public Utility Commission to sell electric services. If you presently receive an electric bill from TXU Energy, then TXU Energy is your REP. Thank you for letting us serve you.
24. What is electric deregulation about?
Electric deregulation allows homes and businesses to choose their own retail electric provider. Since January 1, 2002, most Texans have been able to choose their retail electric provider and across Texas, homes and businesses have chosen TXU Energy more than any other provider.
25. Can I switch to TXU Energy from a municipal electric utility?
Probably not. Though electric deregulation in Texas offers customers the choice of retail electric providers, most municipal electric utilities have not opted to participate in electric competition. Please contact your municipal electric utility for more information.
26. Can I switch to TXU Energy from an electric cooperative?
Probably not. Most electric cooperatives (also called co-ops) in Texas have opted not to participate in electric competition. For more information, please contact your electric cooperative.
27. What is TXU Energy's privacy policy?
TXU Energy respects your right to privacy and recognizes our responsibility to protect the confidentiality of your proprietary customer information. To learn more, our complete Privacy Statement is available online.
