Oncor is required to disconnect electric service at the request of a Retail Electric Provider (REP or the company you pay your electric bill to) or for safety concerns. However, the Public Utility Commission of Texas, the organization that governs Oncor and REPs, established a “Disconnection of Service 25.483” rule regarding disconnection during extreme weather. This rule ensures that we do not disconnect due to non-pay in counties where the National Weather Service has issued a heat advisory or for two days after the heat advisory expires- or when the previous day’s highest temperature did not exceed 32 degrees Fahrenheit, and the temperature is predicted to remain at or below that level for the next 24 hours anywhere in the county, according to the nearest National Weather Service reports.
To view a list of Oncor’s counties where heat advisories are in affect, please visit Oncor’s service territory page.
Some REPs have programs where they do not disconnect low-income or elderly customers during summer months. They may also offer bill payment assistance. You will need to check with your REP regarding these potential services.
Just because you are on one of these programs does not mean you will never lose power. No matter how prepared a utility company is, not all outages can be prevented. When outages do occur, Oncor works to minimize the occurrence and duration of outages. If you ever experience a power outage, call Oncor at 1.888.313.4747 to report it. In case of an extended outage, we recommend you have a backup plan, such as going to a friend’s house that does have power or to a public location like a mall or library to wait until power is restored, for you own safety.
-Marty S., Oncor Customer Relations Expert