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.

Transmission and Distribution Utilities (TDU) set the non-demand and demand classifications of each meter. That classification is based on the peak amount of electricity used at any given point during the month, also known as demand. Non-demand meters have a demand that’s less than or equal to 10 KW while demand meters have a demand that’s greater than 10 KW. Customers can identify the demand of their meter by viewing their current bill or contacting their TDU. TDU Pass-Through charges for delivering electricity will be passed through to the customers without markup. For demand meters, the average price per kWh is based on an estimated peak demand assuming a 30% load factor.

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.

Notice – Certain customers may be eligible to apply for the following designations based on their medical status or the nature of the business:

Critical Care Residential Customer: A residential customer who has a person permanently residing in his or her home who has been diagnosed by a physician as being dependent upon an electric-powered medical device to sustain life.

Chronic Condition Residential Customer: A residential customer who has a person permanently residing in his or her home who has been diagnosed by a physician as having a serious medical condition that requires an electric-powered medical device or electric heating or cooling to prevent the impairment of a major life function through a significant deterioration or exacerbation of the person’s medical condition.

Critical Load Public Safety Customer: A non-residential customer for whom electric service is considered crucial for the protection or maintenance of public safety, including but not limited to hospitals, police stations, fire stations, and critical water and wastewater facilities.

Critical Load Industrial Customer: An industrial customer for whom an interruption or suspension of electric service would create a dangerous or life-threatening condition on the retail customer’s premises.

You can apply for the applicable designation, which affords certain protections. Please contact XOOM Energy Customer Care at 833-355-XOOM(9666) for more information. Critical Care Residential Customer and Chronic Condition Residential Customer designations require an application your physician completes and submits to your transmission and distribution utility (TDU) on your behalf. Critical Load Public Safety Customer and Critical Load Industrial Customer designations require you to complete an application with your TDU:

CenterPoint Energy
Oncor
AEP Texas
Texas New Mexico Power

Please note that these statuses do not guarantee an uninterrupted, regular, or continuous power supply. If electricity is a necessity, the customer must make arrangements for on-site back-up capabilities or other alternatives in the event of loss of electric service.

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.

A Retail Electric Provider is a company that acquires its electricity supplies from the wholesale market and sells it retail to homes and businesses. Wholesale energy supply sources include much of the same source that the utility will use, such as electricity generators or the open market. A Retail Electric Provider is not your local utility.

The utility still operates the local distribution wires which carry electricity through its territory and to homes or businesses. Retail Electric Providers purchase and supply power, which the local utility delivers to your home.

Also known as a utility company, the TDSP transmits and delivers the electricity to your homes or business for its service area along the poles and wires, but does not sell electric utilities. This company is responsible for maintenance and repair of these poles and wires as regulated by the Public Utility Commission of Texas (PUCT). The TDSP also reads the meters for your area and delivers those meter readings to the Retail Electric Provider (REP) of your choice. XOOM Energy supplies electricity throughout the following TDSPs in Texas including AEP Texas Central and North, Oncor, CenterPoint and Texas-New Mexico territories to its electricity customers.

Currently, XOOM Energy Texas, LLC supplies electricity in: AEP Texas Central (CPL), AEP North (WTU), Oncor, Lubbock Power & Light, CenterPoint and Texas-New Mexico Power (TNMP) territories.

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.

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. You will begin to receive your bill from XOOM Energy.

No. When switching your service to XOOM Energy, there is no need to contact your existing supplier to cancel your service. XOOM Energy will handle all the steps necessary to become your supplier with no interruption in service.

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.

To view the historical electric variable rates in Texas click here.

It depends on which kind of move you’re doing. For a standard switch, there’s no charge. If you want to select a specific date for your switch or move-in, then a fee will apply. These fees vary by on where you live.

If you want to switch electricity providers at your current address and aren’t picky about exactly which date your power is turned over, you want the standard switch. With a standard switch, you’ll be changed to XOOM Energy within 7 business days. Plus, there’s no charge for this service!

XOOM Energy gives you the option to pick the exact date your switch should take place. There is a charge for self-selected switches which varies by where you live.

If you want electricity service, and you have never had it at the address where you’d like to start your service, it qualifies as a Move-in. There is a charge for Move-ins, which varies by where you live.

If you want electricity service quickly, and the address where you’d like to start service is new to XOOM Energy, XOOM Energy gives you the option to pick the current day if it is before 5 pm CT or after 5 pm CT the following business day for your switch to take place. There is a charge for priority move-in switches which varies by where you live.

That depends on what kind of switch or move-in you choose:

Standard Switch: 3-7 business days
Self-Selected Switch: Your choice - At least 3 business days, maximum of 30 days
Move In: Your choice - At least 3 business days, maximum of 30 days
Priority Move-in: Your choice - Same day if before 6 p.m. CT or next business day, if after 6 p.m. CT, next business day.

Don't forget, some of these types of switches and Move- Ins do involve fees.

You will receive your bill from XOOM Energy. XOOM Energy electricity supply charges will appear along with your utility service and delivery charges. You will make one payment to XOOM Energy. Click here to review a list of terms that may appear on your bill.

Residential customers who enrolled on or after 5/4/16 will receive an unbundled bill,meaning the rate on their bill is only for the commodity cost. TDSP delivery charges from the utility will appear separately on the bill. State and local sales taxes, as well as XOOM’s monthly base charge will also appear separately on the bill.

Residential customers who enrolled before 5/4/16 will receive a bundled bill, meaning the rate they see on their bill includes all commodity and delivery charges. State and local sales taxes, as well as XOOM’s monthly base charge will appear separately on the bill.

Business customers will receive an unbundled bill, meaning the rate on their bill is only for the commodity cost. TDSP delivery charges from the utility will appear separately on the bill. State and local sales taxes, as well as XOOM’s monthly base charge will also appear separately on the bill.

To see how to read your XOOM Energy Texas, LLC bill please visit https://xoomenergy.com/how-to-read-your-bill

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.

Average Billing helps you manage your monthly electricity budget by allowing you to pay an averaged amount every month instead of paying high amounts during high-usage months and paying low amounts in low-usage months.

How is the Average Billing amount determined?
• We add up your monthly bills for 12 months, if available
• We then take that total and divide the amount by 12 or by the total months available for your service address.*
• Finally, we add or subtract 1/12 of your deferred balance.

What is a deferred balance?
The deferred balance amount is the cumulative difference between your monthly Average Billing amount and what you would owe if you were not signed up for Average Billing. The deferred balance amount can be found on your monthly bill. If the bill amount is positive, 1/12 will be added to your bill. If the bill amount is negative, 1/12 will be subtracted from your bill. If you’re a new Average Billing customer, the deferred balance will begin in the second month. The deferred balance must be paid in full if you cancel Average Billing or change electricity providers.

What happens after cancelling Average Billing?
If you remain with XOOM Energy, your accumulated deferred balance will become due in full on your next invoice or payment arrangements can be made. If you leave XOOM Energy, your accumulated deferred balance will become due in full immediately. If you have a credit due, that amount will be applied to your final bill with any remaining amount refunded afterward.

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.

Your ESI ID (Electric Service Identifier) is a unique number your local electric utility uses to identify a particular residence or business. If you have more than one address on your account, you will have multiple ESI IDs– one for each address.

Your meter number and your ESI ID are two different things; your meter number identifies the particular meter at your home or business, and you could end up with a new meter number if a meter is or was replaced.

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.

Yes, we can waive your deposit if you qualify for any of the following:

65 or Older – If the customer or applicant is 65 years of age or older and the client is not currently delinquent in payment of any electric service account.

Victim of Family Violence – If the customer is a victim of family violence as defined in the Texas Family Code §71.002. This determination shall be evidenced by submission of a certification letter from the Texas Council of Family Violence. The certification letter may be submitted directly to XOOM Energy by use of a toll-free number.

No Outstanding Balance – If the customer can provide the last three (3) consecutive months of electricity bills that have been paid on time and in full.

Please click on the link Critical Care Package, print the document and follow the directions on Page 1.

Once you complete the enrollment process online, you will receive a confirmation e-mail containing your confirmation number, the summary of your order, terms and conditions and other information detailing your service with 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.

Renewable energy is energy produced from sources that have less of a negative impact on the environment compared to fossil fuels.

Green energy can supply a significant proportion of the country’s energy needs, which has many benefits such as, environmental improvement, an increase of fuel diversity and regional economic development.

XOOM Energy provides consumers with renewable energy Information based on state law and regional fuel mix on our disclosure labels. Click on your individual renewable plan for more details. These disclosure labels are often limited to the system mix and for those enrolled in a renewable energy program, they may not include the additional, voluntary, renewable energy associated with your product.

Renewable energy costs more than traditional energy due to limited resources and availability of renewable energy at this time.

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.

To offer you competitive rates XOOM Energy purchases its renewable energy from various energy vendors.

Yes, customers can switch from a standard variable plan to a fixed renewable product, if offered.

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!

XOOM Energy purchases Renewable Energy Credits (RECs) on behalf of our voluntary green customers. An REC represents the property rights to the environmental, social, and other nonpower qualities of renewable electricity generation. RECs provide flexibility in procuring green power across a diverse geographical area and applying the renewable attributes to the electricity use at a facility of choice. This flexibility allows organizations to support renewable energy development and protect the environment when green power products are not locally available. RECs can be generated from a variety of renewable sources, including but not limited to solar, wind and hydro.

A Switch Hold can be placed on a premise by either a Retail Energy Provider (REP) (with customer’s consent) for an outstanding bill or by the Transmission and Distribution Service Provider (TDSP, or utility company) due to meter tampering. The purpose of a Switch Hold is to ensure that the occupant responsible for paying the bills at that location takes care of any/all outstanding charges before switching to a new REP. The Switch Hold remains in effect until payment of the specified charges.

An electric meter will have a switch hold for one of the following reasons:

If your local transmission and distribution service provider (TDSP) has determined that electric meter tampering or theft of electric service has occurred at the premise. The current electric customer of record will be notified, usually via door hanger, that a switch hold has been placed by the TDSP.

Or

If you entered into a deferred payment plan with your retail electric provider (REP) and part of the agreement was to have a switch hold placed on the electric meter until the terms of the deferred payment plan have been satisfied. The REP is required to notify you that a switch hold will be applied before you agree to the terms of the deferred payment plan.

If you are applying for new service at a premise/address with a Switch Hold and are not associated with the current customer at that premise/address, you will be required to complete and return to XOOM Energy a New Occupant Statement along with one of the following:

A. Copy of signed lease
B. Notarized affidavit of landlord
C. Closing documents
D. Certificate of occupancy or Utility bill, in the customer's name, dated within the last two months from a different premise/address

You may send us this information by email (customercare@xoomenergy.com) or fax: (832-584-2041).

XOOM Energy will forward this information to the Transmission and Distribution Utility requesting to remove the Switch Hold, so your Move-In request can be processed. This information will also be made available to the current retail electric provider for the premise, who will have an opportunity to submit additional information to the TDSP to aid in their determination that this is a legitimate new move-in by an occupant not associated with the preceding tenant. This process may result in a delay in processing your move-in request of up to 1 to 2 business days from the time we receive your documentation. We apologize for the inconvenience.

Unbundled means the rate includes all commodity charges but excludes state and local taxes, XOOM Energy's monthly base charges, and any charges that pass through your TDSP.

Unbundled products are only offered in the following markets: AEP Central Company, AEP North Company, CenterPoint Energy, Oncor Electric Delivery and Texas New Mexico Power.

The Comprehensive Energy Assistance Program (CEAP) is a utility assistance program. CEAP is designed to assist low income households in meeting their immediate energy needs and to encourage consumers to control energy costs for years to come through energy education. To see if you qualify please contact your local CEAP administrator. You can find the contact information by county here.

For XOOM Energy to offer and fulfill its term obligation to you, we have to purchase electricity 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 electricity to others. The early cancellation fee covers this cost and any other expenses we incur because of your cancellation.

Trees and plants growing near Transmission and Distribution lines can create safety hazards and cause outages. If you notice vegetation growing too close to power lines, you can request to have it trimmed. Doing so can help prevent outages and ensure a safe environment. Please note that the utility company will generally trim vegetation around the highest wire between electrical poles.

To submit a request or learn more, please visit your utility:

AEP
AEP Tree Trimming
877-373-48458

CenterPoint Energy
CenterPoint Tree Trimming and Removal
Download CenterPoint’s Tree Trimming Practices PDF
713-207-2222

Lubbock Power & Light
LP&L Tree Safety
806-775-2509

Oncor
Oncor Vegetation Management

Texas New Mexico Power
TNMP Tree Tips
888-866-7456