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General Questions
How can I open an account with Direct Energy?
It’s easy! Visit the Sign Up Start section or click on any 'Sign Up Now' buttons on our website.
Or, call our Customer Care center toll-free at 1-888-305-3828 Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4:00 pm. Representatives are available to take you through the steps needed to become a Direct Energy customer.
If you are moving to a new address within the Direct Energy service area, you can transfer your service to your new address by calling us at 1-888-305-3828.
How long does it take to get electric service with Direct Energy?
For regular connection, an application can take up to 2 business days to process; however, after an application is approved, service will begin in approximately 5 business days.
How can I close my account with Direct Energy?
If you are moving to a new address within the Direct Energy service area, you can transfer your service to your new address by calling us at 1-888-305-3828.
If you are switching from Direct Energy to another Retail Electric Provider, there is no need to contact Direct Energy. Your new provider will handle your switch transaction without disconnecting your service.
If you are moving outside of the Direct Energy service area and you need to close your account, please call our Customer Care center toll-free at 1-888-305-3828. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm.
What are Direct Energy’s prices for electricity?
You can view them under the Prices in Your Area section of our website.
You can also contact our Customer Care center toll-free at 1-888-308-3828. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm.
How much does it cost to switch to Direct Energy?
Direct Energy does not charge an enrollment fee, but the local distribution utility, or Transmission and Distribution Service Provider (TDU), may charge a one-time fee for connection or disconnection.
For example, if you live in Houston and choose to switch to Direct Energy, the TDU in your service area (CenterPoint Energy) charges a one-time fee for your switch. Direct Energy then passes this connection fee, also known as a non-recurring fee (see below), to you via your electric bill on behalf of the TDU.
What is a non-recurring fee?
Non-recurring charges are charges from your local distribution utility, or Transmission and Distribution Service Provider (TDU), such as Oncor Electric Delivery, CenterPoint Energy, and AEP, and may include such items as a new service initiation fee, a connection fee, a disconnection fee, or a meter-reading fee if you requested that your meter be read outside of your normal billing cycle. These charges are not from Direct Energy but because we are your Retail Electric Provider, we are required to pass these charges through to you. These will be listed separately from the electricity charges on your monthly electric bill.
My lights were turned off! How can I get them turned back on?
If you have been disconnected due to non-payment of your electric bill, call our Customer Care center toll-free at 1-888-308-3828. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm. Once you have paid your outstanding balance in full, service will be reconnected. For payments received between 8 a.m. and 7 p.m. on a business day, Direct Energy will send a reconnect order to the local Transmission and Distribution Service Provider, who will reconnect service no later than the close of the next business day. The TDU must have access to the meter in order to reconnect service.
If your disconnection is not related to a non-payment issue, please contact your TDU.
In Houston and surrounding areas:
CenterPoint Energy
1-800-332-7143, toll free or 713-207-2222
In Dallas/Ft Worth and surrounding areas:
Oncor Electric Delivery
1-888-313-4747, toll free
A premium charge may be applied by the TDU to turn on your meter outside of normal business hours.
How do I change the name on my account?
If you are the current account holder, you can change the name on the account by providing your account access code. If you are not the current account holder, the current account holder must contact our Customer Care center toll free at 1-888-308-3828 and request the name change on the account.
Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm and they can provide you the form.
How can I get myself added to an account as an "authorized representative"?
If you are the current account holder, you can change the name on the account by providing your account access code. If you are not the current account holder and want to be added to the account as an authorized representative, the current account holder must contact our Customer Care center toll free at 1-888-308-3828 and request that the additional authorized representative to the account.
Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm and they can provide you the form.
I need to set up or can’t remember my account access code.
You can use the last four digits of your Social Security Number, the month and date of your birth, city or town of birth, or a driver’s license or government issued identification number for residential customers. Non-residential customers may also use their federal tax identification number for an account access code. Just call our Customer Care center toll-free at 1-888-308-3828. Representatives are available to help you Monday through Friday from 7:30 am to 8:00 pm and Saturday from 7:30 am to 4 pm.
If you’ve forgotten your account access code, our representatives are also available to provide hints to help you remember it or set up a new one if needed.
How do I report a power outage?
Power outages or emergencies (such as a downed power line) should be reported to your local distribution utility, or Transmission and Distribution Service Provider (TDU).
In Houston and surrounding areas:
CenterPoint Energy
1-800-332-7143, toll free or 713-207-2222
In Dallas/Ft Worth and surrounding areas:
Oncor Electric Delivery
1-888-313-4747, toll free
What is Direct Energy’s privacy policy?
Direct Energy 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 offers available to you. Our select partners will make these products and services available exclusively to Direct Energy customers. However, we understand that you may not want to receive these additional offers, so simply write to us at the address listed below.
If you do not want to receive exclusive product and service offerings from our select partners, please mail your request to the following address and include your name, address and electric service account number:
Direct Energy
PO Box 56648
Houston, TX 77256-6648
What is a "kWh"?
The unit of measurement for the electricity you use over time. The amount of electricity you use each billing period is expressed in terms of a kilowatt-hour, and is noted on your bill.
What is electric deregulation?
In the past, one company provided all parts of your electric service (generation, transmission and distribution, and retail sales). With competition, these entities are now separate and you have the power to choose whom you would like to serve you as your electricity provider. Keep in mind that the local distribution utility, or Transmission and Distribution Service Provider (TDU), will continue to service your poles and wires so you will continue to receive electricity like you always have.
Who do I call if I need to dig in my yard, cut tree limbs, etc.?
Simply contact the local distribution utility, or Transmission and Distribution Service Provider (TDU):
In Houston and surrounding areas:
CenterPoint Energy
1-800-332-7143, toll free or 713-207-2222
In Dallas/Ft Worth and surrounding areas:
Oncor Electric Delivery
1-888-313-4747, toll free
Where can I send a letter to Direct Energy?
You can write to us at:
Direct Energy
P.O. Box 56648
Houston, TX 77256-6648
You can also email us at customerhelp@directenergy.com
Want to know more? Here are some Renewable FAQ’s.
What is renewable energy?
It represents energy resources that are naturally replenishing but flowlimited. They are virtually inexhaustible in duration, but limited in the amount of energy that is available per unit of time. Other examples of renewable energy resources include: biomass, hydro, geothermal, solar, wind, ocean thermal, as well as wave and tidal action.
What is wind energy?
This is kinetic energy present in wind motion that can be converted into mechanical energy for driving pumps, mills, and electric power generators.
How do wind turbines work?
Blades catch the wind and spin --then a generator converts the mechanical energy into electricity. Cables carry electricity to the transmission lines for use.
What happens if the wind stops blowing?
There is no interruption in service when the wind isn't blowing. When you choose to buy renewable energy from an electric provider, you are simply telling them that you want a certain percentage of your power to come from renewable sources. That percentage of renewable power is then produced or purchased from another power generator and placed in the utility's power supply. The actual electricity that finds its way to your home or business may not have been generated from renewable sources, but by choosing renewable power you help reduce the amount of nonrenewable energy used statewide.
Where does this renewable energy come from?
The power comes from right here in Texas.
Is renewable energy more expensive?
Generating power from renewable sources is generally more expensive than burning fossil fuels. However, electricity from renewable sources may become a more-affordable alternative as the cost of fossil fuels rises and technological innovations increase the efficiency of wind farms. The cost should also decrease as more power transmission lines are built to carry renewable-produced power to those parts of the state that need
Where does my energy come from now?
Unless you're on a renewable plan now, your current retail electrical provider likely uses fossil fuels such as coal and gas for their power generation.
I’m on a variable price plan. What will my price be each month?
With the Direct Energy Liberty Plan, your price can change, up or down, month over month. Although the price could, at times, be higher than a fixed price plan, due to a variable plan’s flexibility, your price could also go down BELOW a fixed price.
Your variable price plan cannot increase by more than 30% month over month without 14 days advance notice in writing from us.
This price adjustment cap is designed to protect you from temporary price spikes associated with things like extreme weather conditions or other factors that may cause market or price volatility. It is a maximum percentage increase in the price that you could see on your bill each month without getting a formal advance notice.
