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Customer Service FAQ

FAQ: Customer Service

FAQ: Customer Service

We aim to help you find solutions. If you don’t find the answer to your question below, please contact us: CustomerService@xcelenergy.com or 1-800-895-4999.

How do I start service?

If you are a new customer moving to our service area or an existing customer moving to a different location within our service area, use our online tools to establish new service or transfer your existing service. The New Service Welcome Center pages contain rate brochures, energy service options and other helpful information for new customers.

How do I stop service?

You can stop or transfer service online. Please note: These functions are available for existing properties only. If you're ordering service for new construction please use our Builder's Call Line (1-800-628-2121).

How do I report an outage?

In any medical emergency call 911. Electricity Emergency/Power Outage call 1-800-895-1999, Gas Emergency/Gas Leaks call 1-800-895-2999, Streetlight Outage call 1-800-960-6235. In the event we find a natural gas problem, we may temporarily shut off natural gas until all necessary repairs make the situation safe. If possible, wait a safe distance nearby for us to arrive should we need access to your home.

How do I have my service reconnected or turned back on?

Please call our customer contact representatives at 1-800-895-4999 right away.

How do I reconnect my service after a flood or fire?

If your electricity or natural gas service is disconnected during a flood, for your safety, an inspection is required before we can restore your service. Once your inspection is complete, contact Xcel Energy at 1-800-895-4999 to turn on your service and light your pilot lights. There will not be a charge for the reconnection of your service.

What are my payment options?

There are many options to choose from. The Payment Options at a Glance page provides a summary of all the options.

Can I pay my bill over the telephone?

Pay by Phone is available to you at no cost. You can be anywhere and securely transfer your payment directly to us 24 hours a day. Your payment will post to your account the following business day.  Pay by Phone is a one-time payment option. You will have to call us every time you wish to make a Pay by Phone payment. Additional information is available on the Pay by Phone payment page.

Where do I pay my bill in person?

Pay your energy bill in person at our many convenient Pay Stations. Provide your Xcel Energy account number or your bill stub and pay by cash, check or money order for bills up to $2,500. Pay Stations do not accept credit cards or debit cards. More details are available below.

Where can I locate rate information?

You can find rate information at xcelenergy.com/Rates. We also provide rate information to our customers periodically as required by our state public utility commissions. We post notices of rate changes on your bill in bill inserts and in customer newsletters. If you have additional questions about rates, please call our customer contact representatives at 1-800-895-4999.

What are your late fee charges?

We charge customers a 1% late fee on bills that are not paid by the billing date shown on the next bill, unless the bill is less than $50. If you have any questions, please call 1-800-895-4999. Note: This fee applies to our customers in Colorado only.

Can I get extra time to pay my bill?

If you are having trouble paying your bill or your payment is late, please call our customer contact representatives at 1-800-895-4999 right away.

Are there any payment assistance programs?

If you need help with paying your energy bill, you can use energy assistance programs available in your state. Through a collaboration of state and local agencies, low-income advocates and our personal accounts department, qualified customers can get help with bill payment and gain access to weatherization services for their homes. The programs available vary by state.

I did not receive my bill. What do I do?

The billing cycle is the number of days in each bill and it can vary from as few as 25 days to more than 30 days, depending on holidays and length of the month. If you do not receive a copy of your bill, please call our customer contact representatives at 1-800-895-4999. We will check your account and issue a duplicate bill. We can also help you make an immediate payment.

How do I get a duplicate copy of my bill?

To receive a duplicate copy of your bill, call us at 1-800-895-4999 and use our automated system to order a duplicate bill. Please allow approximately five business days for receipt of your duplicate copy.

Why is my bill so high?

Hot summer and cold winter days mean your heating and cooling system has to work harder to keep your home comfortable. Plan ahead by improving the insulation in your home and preventing air leaks. We recommend that you install a programmable thermostat and set it at 68º in the winter and 78º in the summer. Please check our online checklist for more information.

Can I review billing or usage history?

You can review your billing and usage history on your account with our customer contact representatives. Simply call us at 1-800-895-4999 and we'll review your history with you over the phone. You can also view your billing and usage history with Xcel Energy's My Account website. Visit the website at: xcelenergy.com/MyAccount.

Can I change the due date on my bill?

Our Custom Due Date option lets you set a payment due date that fits your monthly payment schedule. Call 1-800-895-4999 or send your request by email: inquire@xcelenergy.com. Custom Due Date is not available in Michigan.

How do I change my name or my mailing address on my bill?

If you need to change any information on your account, call our customer contact representatives at 1-800-895-4999. Our representatives will make your requested changes right over the phone. If you prefer, you can email us at inquire@xcelenergy.com.

How do I read my dial meter?

Follow the directions of the dials to read the number on each dial. For additional information about reading your meter and other meter information please visit the About Meters section.

How do I read my digital meter?

If you have a digital meter and would like to read it yourself, simply write down the numbers that appear in the digital window. For additional information about reading your meter and other meter information please visit the About Meters section.

My meter is inside my home. Can I read it myself and provide Xcel with the reading?

Homeowners with inside meters or whose meters are in a hazardous location are eligible to enroll in the Meter Reading Window Card program. With this program, we will send you the Meter Reading Window Card along with instructions on how to use it. For more information about this program and other meter information, please visit the About Meters section.

Why was my meter reading estimated this month?

A number of factors can require us to estimate the reading on your meter. Such factors may include weather or equipment problems with our hand-held or large-scale computer systems that record meter readings. If you have any questions about your estimated meter reading, please feel free to call our customer contact representatives at 1-800-895-4999.

How do I report a streetlight outage?

Use the following phone numbers or online form to report streetlight outages: Minnesota, North Dakota and South Dakota: 1-800-960-6235, All Other States: 1-800-895-4999

Where do I find rebate information?

Rebates on cooling, water heaters, insulation, heating and lighting can be found online at xcelenergy.com/Rebates.
Choose your state

Our products and services differ based on state. Please select your state (or the state you're interested in) from the list to the left.

Why do our products and services differ based on state? Because our business is regulated by state. We have regulated operations in eight Western and Midwestern states. The different regulatory body for each state we serve determines what products and services we deliver in that state.