Frequently Asked Questions
If you've got a question, odds are we've got the answer. Our comprehensive FAQ page includes information on our payment options available, activating your Online Account Manager, and everything in-between. And for your convenience, we've organized questions into four easy categories. Just click on the appropriate box to the right to find the answers you need!
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Contract and General FAQ
Your rate may change upon completion of your contract term. If it changes, you will receive written notification from WTU approximately 45 days prior to the rate change taking effect.
Cancellation fees can apply to certain plans. Please see your Electricity Facts Label
for specific information about your plan.
After twelve months of consecutive on-time payments, the full amount of your deposit plus interest will be refunded if your account is in good standing. If you leave WTU, the deposit and interest, minus any outstanding balance, will be refunded.
It depends on the offer or plan type. Cancellation fees can apply to specific plans.
Cancellation fees cannot be waived. However, we do offer month-to-month variable rate plans that do not require a contract and have no cancellation fee.
To request a name change, please contact our Customer Care center toll-free at 1-866-322-5563.
If you are moving outside the WTU service area or would like to switch to another provider, please contact our Customer Care center toll-free at 1-866-322-5563, Monday through Saturday between 7:30 a.m. and 8 p.m.
Visit our free Home Energy Center
to find out if your home energy is efficient. You will learn whether your home is energy efficient, which appliances use the most energy, and how much you can save. Completing your home profile is the first step towards managing your energy bills and saving money.
You can request a meter test once every four years at no cost. If you request additional tests during this time period and your meter is determined to be functioning properly, you will be charged a fee at the rate approved for AEP, your local distribution utility.
WTU respects your privacy. While we are committed to helping you manage the cost of electricity, we also understand it's just one part of managing your entire budget. That's why we like to make exclusive, cost-saving offers available to you through our select partners.
If you do not want to receive exclusive product and service offerings from our select partners, please mail your request, along with your name, address and account number to:
WTU Retail Energy
P.O. Box 650819
Dallas, TX 75265-0819
This stands for "kilowatt-hour" and it is the unit of measurement for the electricity used in your home over time
In the past, one company provided all parts of your electric service (generation, transmission and distribution, and retail sales). With deregulation, these entities are now separate and you have the power to choose whom you would like to serve you as your retail electricity provider. Keep in mind that the local distribution utility, or Transmission and Distribution Service Provider (TDSP), will continue to read your meter, service your poles and wires so you will continue to receive electricity like you always have.
Call AEP, your Transmission and Distribution Service Provider (TDSP) toll-free at 1-866-223-8508. Representatives are available 24 hours a day / 7 days a week.
Power outages and emergencies (such as a downed power line) should be reported to AEP, your Transmission and Distribution Service Provider (TDSP). They can be reached toll-free at 1-866-223-8508 and are available 24 hours a day / 7 days a week.
To report a downed power line, call the AEP emergency toll-free phone number 1-866-223-8508 immediately and describe exactly what you see. Representatives are available 24 hours a day / 7 days a week.
Fallen lines are extremely dangerous, so please stay away from the area and keep others back at a safe distance.
If you have been disconnected due to non-payment, call our Customer Care center toll free at 1-866-322-5563. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m., CST. Once you have paid your outstanding balance in full, service will be reconnected.
If payment is received between 7:30 a.m. and 7:00 p.m. on a business day, service will be reconnected no later than the close of the next business day. The TDSP must have access to the meter in order to reconnect service.
If your disconnection is not related to a non-payment issue, please contact AEP toll free at 1-866-233-8508.
A different circuit that was not affected by the storm may provide your neighbor's service, or your trouble may be isolated to the transformer serving your house and not your neighbor's.
A Retail Electric Provider (REP) is a company that has been approved by the Texas Public Utility Commission to sell electricity services. If you are a WTU Retail Energy customer, then WTU Retail Energy is your REP.