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Home Services

Texas FAQs

Contract & General

Contract & General

  • How can my neighbor's lights be on, but my electricity is still out?

    Your neighbor's electrical service may be provided by a different circuit that was not affected by the storm, or your trouble may be isolated to the transformer serving your house and not your neighbor's.

  • What is WTU's privacy policy?

    WTU respects your privacy. While we are committed to helping you manage the cost of your electricity, we also understand that's just one part of managing your entire budget. That's why we would like to make valuable, cost-saving...

  • What if I need more time to pay my bill? What payment options are available?

    Based on qualifications, you may be eligible for one or more of the following: Payment Extension Plan Provides a short-term extension to pay the full amount of a past due bill. Deferred Payment Plan Allows you to pay past...

  • How do I get an energy audit for my home?

    Please visit the free Home Energy Center on our website to find out if your home energy is efficient. The test will tell you if your home is energy efficient, which appliances use the most energy, and how much you can save. Completing...

  • How do I know my electric meter is reporting my usage accurately?

    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...

  • What is electric deregulation?

    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...

  • What is a kWh?

    This stands for "kilowatt-hour" and it is the unit of measurement for the electricity used in your home over time.

  • I just signed up for an electricity plan, but the screen now says Order Pending. What does that mean?

    For non-prepaid products, "Order Pending" means we could not verify your identity using the information that was provided. To protect your identity and confirm we are signing up the right person and home with WTU Retail Energy,...

  • 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 are a WTU Retail Energy customer, then WTU Retail Energy is your REP.

  • What if I am tax exempt?

    You should fax your completed tax exemption certificate to our Customer Care Center at 1-844-742-1330 or mail us a copy of the certificate to the following address in order to process your exemption: WTU Retail Energy PO...

  • How Can I Have a Switch Hold Removed?

    Getting a switch hold removed from your new service address is pretty easy. Start by downloading a New Occupant Statement (NOS) here. Next, just fill out the form completely, and sign it. Before you send it to us, you also...

  • How can I close my WTU account?

    Moving If you are moving to a new address within the WTU Retail Energy service area, you can transfer your service to your new address online or by calling our Customer Care team at 1-844-742-1330 . If you are moving outside...

  • Do you waive the deposit?

    You may be eligible to have WTU Retail Energy waive the deposit requirement if you meet one of the following criteria: 65 or older If you are 65 years of age or older, please send us a copy of your or your spouse's driver's...

  • Who can I talk to if a member of my household is on life support or requires critical care?

    If availability to electricity is necessary to survival for someone in your household, WTU Retail Energy needs to know. Here is what you'll need to do: Download the Critical Care Form. It is available here in English and Spanish. Bring...

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