Residential service plans

Coronavirus Health and Safety Tips

If you are experiencing financial hardship, we are here to help. Please contact our Customer Care at 888-997-8979 to discuss payment options.

 

Keeping You Safe and Informed

With growing concerns regarding Coronavirus (COVID-19), we want you to know that we're here for you. If you've been financially impacted by COVID-19, contact us to learn about our payment extensions and deferred payment plan options via online chat or  by phone at 888-997-8979.

Additionally, we encourage you to use these tools to manage your account from the comfort of your home.

 

Log in to your online Account

Pay your bill online, manage your account, upgrade or renew your plan by visiting the XOOM Energy MyAccount.

 

Phone or Chat

Contact our Customer Care for assistance by chat or phone at 888-997-8979, Monday - Friday 8am - 11pm EST and Saturday 9am - 7pm EST. 

 

You can help stop the spread of COVID-19

Your well-being is our greatest priority. Following these tips from the Centers for Disease Control can go a long way in helping to protect you, your home and your community against COVID-19.

  • Wash your hands for at least 20 seconds throughout the day, but especially after shaking hands, coughing, sneezing, blowing your nose or visiting a public place.
  • Use hand sanitizer with at least 60% alcohol if you don't have access to soap and water.
  • Avoid touching your face with unwashed hands.
  • Cough and sneeze into a tissue or the inside of your elbow.
  • Stay home if you're sick, except to get medical help.
  • If you are sick, wear a facemask when in close contact with other people.
  • Avoid eating and drinking after other people.
  • Clean and disinfect frequently touched surfaces, like doorknobs, light switches, elevator buttons, phones, and keyboards, following CDC guidelines.
  • Be sure to use an EPA-registered disinfectant.

 

To learn more about how you can protect yourself and your family from COVID-19, visit the Center for Disease Control and Prevention.

 

FOR OUR TEXAS CUSTOMERS

We want to give everyone in our communities access to the electricity they need to live comfortably, regardless of their financial situations. Check out the financial aid options below.

COVID-19 Electricity Relief Program

The state of Texas has created the COVID-19 Electricity Relief Program (ERP) to help protect customers experiencing financial hardship as a result of COVID-19. Eligible customers will temporarily receive protection from disconnection. Those who receive assistance through SNAP or Medicaid are automatically enrolled in this relief program. Those who have recently filed for unemployment with the Texas Workforce Commission may be eligible as well and should call to confirm eligibility with the Public Utility Commission of Texas's thrid-pary administrator of the COVID-19 ERP, Solix.

 

To enroll, you must:

  • Enroll online or by calling Solix at 1-866-454-8387
  • Provide the first and last name of the account holder
  • Confirm the service address with city and ZIP code

You may also be asked to provide your account number, ESID (can be found on your electricity bill), the last four digits of the account holder’s Social Security number (SSN) and/or the telephone number associated with the account.

After enrolling, eligible participants will be required to submit both their electricity bill and a copy of their acceptance from the Texas Workforce Commission within 30 days to Solix via:

  • Fax: 1-877-215-8018
  • Mail: P.O. Box 4060, Killeen, Texas 76540-4060
  • Email: TX_COVID-19ELECTRICITY_RELIEF@SOLIXINC.COM

Contact us so we know you have attempted to enroll with Solix. Also, if your payment due date is coming up, contact us so we can work with you on a deferred payment plan. You will be eligible for a deferred payment plan even if your enrollment with Solix is not successful. We encourage you to continue making payments in whatever amount possible. If you need help paying your bill, please reference the additional information below.

Payment Extensions

Under certain conditions, we allow payment due date extensions. You must call 888-997-8979 to request an extension. If granted an extension, you will be allowed extra time beyond your original due date to pay your balance without fear of disconnection. However, you may be assessed a 5% late fee, a disconnection notice fee (if you received a disconnection notice) and a disconnect recovery fee.

If you received a disconnection notice and a payment due date extension is needed, it must be requested prior to the disconnection notice due date.   

If you are on AutoPay, you must contact us at least three business days before your bill is due so we can deactivate your automatic payment.

If you are seriously ill, you may qualify for other options. Please call 888-997-8979 to discuss your situation with one of our Customer Care Specialists.

 

Deferred Payment Plans

As part of the COVID-19 Electricity Relief Program, deferred payment plans will be offered to all customers, upon request.  A deferred payment plan allows you to pay the balance you owe in installments along with your regular monthly bill.

A reminder that if you agree to a deferred payment plan, you will not be able to switch to another electricity provider until your deferred balance is paid in full. Amounts you owe for enrollment deposits, final bills and write-off amounts may not be included.

If you are seriously ill, you may qualify for other options. Please call 888-997-8979 to discuss your situation with a Customer Care Specialists.