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We're Here For You

Supporting our customers and communities is at the center of everything we do.

As Texas recovers from recent winter storms, we're here to support you. Check out our resource guide to assist you and your family.

Payment Assistance

If you're experiencing financial hardship at this time, the following options are available to you:

Power Outage Information

Contact AEP Texas for outage information: 1-866-223-8508

Energy-Saving Tips

Please help your neighbors by conserving energy with our energy-saving tips.

Storm Recovery

Contact Us

Get in touch with our dedicated support team by sending a message via our contact us page.

Frequently Asked Questions

Will my rate increase as a result of the recent spikes in real-time market prices?

WTU Retail Energy's residential fixed rate and month-to-month plans are not tied to real-time market prices, insulating our residential customers from extreme wholesale power price swings. If you are currently on a month-to-month plan and are concerned about how much you'll pay, call us at 1-844-742-1330 to find a plan that may fit your needs better.

Will I be transferred to a "Provider of Last Resort" (POLR)?

We've heard that some customers are concerned they may be transitioned to a "Provider of Last Resort" (POLR) following this week's events. While we don't have all the answers to the questions brought about by the recent winter storm, one thing we can assure you of is that WTU Retail Energy will continue to be here to serve you. We are trusted by millions of Texans and are here for the long haul.

I had to evacuate from my house due to flooding. What are my options?

We are sorry to hear about this and are glad to hear you are safe. We will not be disconnecting the power to your home. If your power is off, it is because of an outage in your area. Refer to our customer service page in order to contact your utility for further outage information.

Once you are able to safely return home, please keep us updated on your status and we will work with you on payment options. You can contact us at 1-844-742-1330 to learn more.

Will I be charged a late fee or disconnection notice fee because I am not able to make my payment on time?

No, we will not charge you late fees or disconnection fees.

I don't qualify for a payment plan. Will I get more time to pay my electricity bill?

We will be glad to help you with payment arrangements. Please contact 1-844-742-1330 and we'll be happy to assist you.

How could my home consume so much electricity if my power was out for a couple of days?

If you use electricity to heat your home and water, energy usage can be very high during extremely cold weather, even if outages occur.

  • If your power was out for an extended period of time, when power was restored, your home may have struggled to warm back up, causing your electric furnace to run continuously.
  • Even without a power interruption, electric furnaces in winter can consume 3-to-4 times the energy a comparable air conditioner consumes in summer.
  • Similarly, if you have an electric water heater, it can potentially use lots of extra energy to heat water during extreme cold.

I did nothing different than last year, why is my usage higher?

Weather impacts a home's energy usage more than any other external factor. If the weather is colder, a home is likely to consume more energy. Especially when we experience record-setting low temperatures for several days in a row.

My home doesn't have central heat – how could it have used so much electricity?

Space heaters can consume 1500 watts per hour or more. If, for example, you have 3 or 4 space heaters running 24 hours a day for a few days of extreme cold, usage adds up quickly. 1500 watts x 4 heaters = 144,000 watts per day or 144 Kwhs. If you operate a single space heater for an additional 4 hours per day, this alone will increase your monthly bill by approximately $20.00

  • Along with space heaters, if you have an electric water heater, it can consume a great deal of extra energy during extreme cold. Especially if your water heater is located in the attic or outside of the heated space.
  • Other electric systems, like pool pumps and hot tubs, can work overtime during extreme weather, leading to greater energy consumption.

Visit our frequently asked questions on billing, outages, our services and more.

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