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You're our #1 priority. 

(Last updated 3/26/2021 9:00 a.m. CST)
We’re committed to assisting our customers in any way possible following the recent winter emergency.

As the #1 choice of Texans, we’re here for all our current and future residential customers with 24/7 support and rates that insulate you from the volatile wholesale market. Our customers won’t see any near-term impact on their rates due to this winter weather event. While you may experience higher than normal bills due to higher usage during the cold weather, you’ll be insulated from rate increases.

And as we have throughout the pandemic, we’re here for our residential customers with additional payment flexibility.

Frequently Asked Questions

Has my bill been delayed?

  • Due to the February storms, we temporarily held all bills while your Transmission & Distribution Utility (TDU) reviewed and confirmed the accuracy of customers’ actual usage data. We’ve delayed issuing the following bill as well to give you more time in between them, but please call us at 800-242-9113 if you'd like more time to pay. 

Can I have more time to pay my bill? Are there any resources available to help?

  • Yes, please call us if you need a little flexibility or would like to set up a longer-term payment plan at 800-242-9113.  We're offering additional flexibility, including deferred payment plans and extensions, to help in this time of need. 
  • If you’re not able to pay your bill, call 211 or visit 211texas.org to find out about TXU Energy AidSM and other programs that can help.
  • As additional financial resources become available, FEMA is updating their site.

Should I be worried about my rate increasing?

  • No. You won’t see any near-term impact to your rates due to this winter weather event. We stand by all our current and future residential customers with rates that insulate you from the volatile wholesale market. Whether you’re a residential customer on a fixed or variable pricing plan, you’re always insulated from extreme variable wholesale power price swings because we don’t put our customers at risk. 
  • While you may experience higher than normal bills due to higher usage during the cold weather, you’ll be insulated from rate increases.

I'm on a month-to-month plan with you.  Should I be worried about my rate going up?

  • Given the historic, severe and widespread challenges Texas residents are facing from the winter storm emergency, we want you to have peace of mind. Rest assured you will not see any near-term impact on your rate due to this winter weather event.  You’ll also continue to enjoy the flexibility to change plans without penalty. Call us anytime if you’re interested in switching to one of our many longer-term, price-protected rates that are also insulated from wholesale swings.

Why am I seeing usage on days my home didn't have power?

  • If you're seeing usage on days your home didn't have power, don't worry, it’ll be corrected soon. The information you may see online or in our app is likely due to estimated usage because your utility provider wasn’t able read your meter during the power outage. We’ll be receiving refreshed, actual usage information from the utilities, and you’ll see corrected usage in your accounts. Sorry for the confusion!

Why is my February usage higher than normal?  

  • Due to the single-digit temps in February, homes needed a lot more energy, even if they were without power for part of the storm, to make up the nearly 60-degree difference between the outside temps and inside. You can see how much energy your home used, down to the hour, in MyEnergy Dashboard.