Frequently Asked Questions

XOOM Energy, LLC through its family of companies is a retail electricity, renewable, and natural gas provider in over 90 energy choice markets across the U.S. XOOM Energy’s family of companies includes: "XOOM Energy California, LLC", "XOOM Energy Connecticut, LLC", "XOOM Energy Delaware, LLC", "XOOM Energy Washington D.C., LLC", "XOOM Energy Georgia, LLC", "XOOM Energy Illinois, LLC", "XOOM Energy Indiana, LLC", "XOOM Energy Kentucky, LLC", "XOOM Energy Maine, LLC", "XOOM Energy Maryland, LLC", "XOOM Energy Massachusetts, LLC", "XOOM Energy Michigan, LLC", "XOOM Energy New Hampshire, LLC", "XOOM Energy New Jersey, LLC", "XOOM Energy New York, LLC", "XOOM Energy Ohio, LLC", "XOOM Energy Pennsylvania, LLC", "XOOM Energy Rhode Island, LLC", "XOOM Energy Texas, LLC", and "XOOM Energy Virginia, LLC" (hereinafter collectively "XOOM Energy") and offers electricity, renewable and/or natural gas products in each of their respective states. We are not affiliated with, nor endorsed by any local utility or state commission.

XOOM Energy, LLC has wholly-owned subsidiaries offering natural gas and electricity service in 19 states, plus the District of Columbia, across the U.S. totaling 90+ utilities – making XOOM Energy, LLC one of the largest energy retailers in the country.

No. You are never at risk of not having service by enrolling with XOOM Energy. XOOM Energy is required to post collateral with each utility, and in the unlikely event XOOM Energy was not able to service your account, the utility would procure and deliver energy to your home or business on XOOM Energy's behalf.

An energy supplier is a company that acquires its electricity, renewable energy or natural gas supplies from the wholesale market and is licensed to sell it retail to homes and business. Wholesale energy supply sources include much of the same source that the utility will use, such as electricity generators or the open market. An energy supplier is not your local utility.

The utility still operates the local distribution wires and pipes which carry electricity and natural gas through its territory and to homes or businesses. An energy supplier purchases and supplies energy, the local utility, delivers the energy to your home.

Currently, XOOM Energy California, LLC supplies natural gas in: Pacific Gas & Electric (PG&E), San Diego Gas & Electric (SDG&E) and Southern California Gas (SoCal Gas) territories.

The transmission (or distribution) charge on your natural gas bill represents the cost of delivering the gas commodity on the Utility’s transmission/distribution system to your home or business. In most every market served by XOOM Energy, this cost is identical for customers of both energy retailers and utility companies.

One exception to this can be found in the Southern California Gas Company (SoCal) market. As a result of a pipeline settlement from 2003, consumers supplied by energy retailers (such as XOOM Energy) were granted proceeds via a bill credit on their SoCal invoice. This credit applied towards the transmission portion of their invoice, and initially provided a savings over the utility (SoCal) transmission rate.

In an attempt to distribute the settlement proceeds fairly, SoCal has alternated between over-crediting (2013, 2011, 2010 & 2008) and over-charging (2014, 2012, & 2009) customers on their transmission charges. The current charge equates to approximately $.86 per month (for a residential customer of XOOM Energy in the SoCal market).

Discussions with SoCal indicate that very minor annual adjustments lie ahead and slight fluctuations will continue until they are able to balance the distribution equitably. Once this process has been resolved, the SoCal transmission rates should once again become universal across the entire customer base.

If you have any questions, please contact SoCal directly.

Energy choice has been around for more than two decades in certain states and is designed to ensure consumers have access to adequate and competitively priced energy supplies. While your local utility is still responsible for maintaining the wires, pipes and infrastructure that make up the distribution system, reading your meter and responding to emergencies, the utility no longer holds a monopoly on the energy service. Customers have the ability to choose from multiple competitive retailers that offer various service plans at competing rates.

No. Your local utility will remain the same and will continue to deliver energy to your home or business just like they did when you bought the energy supply from them.

Your utility company recognizes us as a licensed supplier of natural gas. When your XOOM Energy enrollment is approved, we notify your utility company of the change through our systems, and XOOM Energy becomes your supplier of record.

No. You are never at risk for service disruptions for switching to XOOM Energy. In fact, you will see no difference in the service you are receiving. The only change will be in your billing, where you will be billed according to the service plan you selected.

All fees are outlined and explained in the Terms and Conditions that accompany each service plan.

A fixed price plan provides you with stability and peace of mind. A fixed-price product may be higher or lower than utility rates, but, unlike utility rates, a fixed-price product will not change during the life of your contract. You are protected against unexpected and costly price increases and have greater control over the cost of your energy.

Unlike a fixed price plan, a variable price plan fluctuates monthly and does not protect you against price volatility. This may be higher or lower than the utility rate.

In order for XOOM Energy to offer and fulfill its term obligation to you, we have to purchase gas in advance of usage to cover the entire length of your contract. If you cancel your contract early, XOOM Energy needs to offset the cost of selling the unused portion of your gas to others. The cost recovery fee covers this cost and any other expenses we incur because of your cancellation.

XOOM Energy service will typically commence on your meter read date immediately following your successful enrollment for service with XOOM Energy, meaning it may take up to 30 days. In some cases, it may become active upon the second-meter read following your enrollment. In this case, it may take up to 60 days before your service commences.

Pacific Gas & Electric customers: Your utility company will continue to bill you as they always have. XOOM Energy gas supply charges will appear along with your utility service and delivery charges. You still make only one payment to your utility company.

San Diego Gas & Electric customers: You will begin to receive your natural gas service bill from XOOM Energy. Your payment should be sent to XOOM Energy directly. You will continue to receive a bill from SDG&E for the delivery of your natural gas. They should be paid directly.*

Southern California Gas (SoCal Gas) customers: You will begin to receive your natural gas service bill from XOOM Energy. Your payment should be sent to XOOM Energy directly. You will continue to receive a bill from SoCal Gas for the delivery of your natural gas. They should be paid directly.*

*Click here to see how to read your XOOM Energy Bill.

Through its CARE Program, utilities offer a monthly discount for those who qualify and participate in the program. This discount is applied to both its distribution rates, as well as the energy usage rate. When participating customers switch to an energy supplier other than the utility, they will continue to receive the CARE discount on the distribution portion of their utility bill. Since the utility is no longer supplying the natural gas itself, this discount no longer applies to the energy portion of the bill.

If you are a CARE Program participant and are considering switching to XOOM Energy, please review and evaluate our plans carefully. We continuously monitor the market and price our plans competitively to give our customers the best rate possible. No additional discounts are offered to CARE participants.

Paperless Billing is an eco-friendly and convenient way to receive your XOOM Energy bill. Instead of receiving a paper copy in the mail, you will get an email letting you know your bill is ready to view. All you have to do is go to your MyXOOM account and view your bill directly from your computer or mobile device! It's that easy!

*Available in California (SDG&E and SoCal Gas), Georgia, and Texas.

If you have not yet enrolled with XOOM Energy, you can select Paperless Billing during the enrollment process.

If you are already a XOOM Energy customer, you can go to your MyXOOM account and opt into Paperless Billing or call XOOM Energy Customer Care at (888) 997-8979.

Pacific Gas & Electric (Balanced Payment Plan)
The Balanced Payment Plan is only available on the utility (PG&E) portion of your charges. If you are currently enrolled on a Balanced Payment Plan, you will remain on it after switching to XOOM Energy. If you are not enrolled on a Balanced Payment Plan and would like to be, please contact PG&E Customer Care at 800.743.5002.

San Diego Gas & Electric (Level Pay Plan)
The Level Pay Plan is available on both the XOOM Energy and utility (SDG&E) portion of your charges. If you are currently enrolled on a Level Pay Plan, you will remain on it (after switching to XOOM Energy) for your utility (SDG&E) charges, but you will need to contact XOOM Energy to ensure that your XOOM Energy charges are also put on Budget Billing.

Southern California Gas (Level Pay Plan)
The Level Pay Plan is available on both the XOOM Energy and utility (SoCal) portion of your charges. If you are currently enrolled on a Level Pay Plan, you will remain on it (after switching to XOOM Energy) for your utility (SoCal) charges, but you will need to contact XOOM Energy to ensure that your XOOM Energy charges are also put on Budget Billing.

It’s simple. If you are the account holder or legally authorized person on the account, you may enroll right here online. It only takes a few minutes – all you need is your utility bill to get started.

Our service is contingent upon a successful credit review. If your credit review is not successful, or if you do not adhere to a credit review, then you may be presented with the option to pay a deposit. Click here to review XOOM Energy's Deposit Policy.

Once you complete the enrollment process online, you will receive a confirmation e-mail containing your confirmation number, the summary of your order and other information detailing your service with XOOM Energy. Once the utility accepts enrollment, your service will be switched to XOOM Energy.

Some of XOOM Energy's service plan contracts, but not all, allow you to switch to another service plan contract within the term of the contract, so you need to read carefully and understand the service plan contract you select.

If you plan to move to an area where XOOM Energy offers service, just contact us at least 15 days before your move, and we will attempt to transfer your service to your new location. If XOOM Energy is unable to transfer the service to your new service address, you may cancel your service without penalty.

XOOM Energy cannot guarantee savings because each of our service plans offers a unique value proposition.

Fixed price service plans are an excellent way to lock in your rate for the long haul and avoid price fluctuations. Your pricing remains steady, providing you with consistency and peace of mind.

Variable price plans are priced on a monthly basis. If you’re not looking for a long-term contract and enjoy flexibility, then consider enrolling on a variable price energy plan.

XOOM Energy has proudly served our customers with the belief that the power of personal connections is what helps sets us apart. Connecting you, your friends, and your family with the energy everyone needs, along with the energy plans and dedicated service everyone wants. When you choose XOOM Energy you can be confident you have chosen a dependable energy provider that strives each day to help our customers power what matters the most!

Carbon offsets are evidence that special actions have kept excess greenhouse gases out of the air. Offsets prove that real, quantifiable and beyond "business-as-usual" measures have in fact already reduced emissions by a specific amount. Used to counteract or "offset" the greenhouse gases that result from often unavoidable everyday activities, most carbon offsets are certified to meet high standards for environmental integrity as well as consumer protection.

Each offset means that one metric ton (about 2,200 pounds) of carbon dioxide and other greenhouse gases didn't escape into the air. Instead, specific actions have prevented, avoided or stored this metric ton of emissions.

Bundling your natural gas with U.S.-sourced carbon offsets that represent real improvements in air and water quality has an impact in reducing your carbon footprint.

Yes, customers can switch from a variable price plan to a variable carbon offset plan or a fixed carbon offset product, if offered.

XOOM Energy provides specific product offerings in each market based on customer demand and feedback.