General Oncor and Texas Electric Market
Search for your questions using the categories to the right. Don’t see it? No problem. Ask it using the “Have a Question?” button to the right. An Oncor representative will e-mail you, letting you know that Oncor experts are working on finding your answer. It’s just one more way Oncor is working to become a trusted adviser to the people we serve.
You can also visit www.oncor.com for more information about Oncor or www.powertochoose.org for information about the Texas electric market.
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I’ve seen in the news that there are really high power prices recently. Will Oncor customers end up paying more because of these power outages?
Oncor’s rates are only for the delivery of electricity – typically approximately 25 to 30 percent of an average customer’s bill – and not the electricity itself. Since Oncor doesn’t operate any power plants and doesn’t charge for the actual energy, no generation costs are included in Oncor’s rates. The actual energy charge is included in the total price you pay your Retail Electric Provider (REP).
It’s important to understand how the Texas market works to better understand what you are paying for in your electric rates and, unfortunately, there have been many news stories and blogs posting incorrect information that could be confusing to customers. Most Texas customers are on contracts with their REPs. If you are on a contract, those high wholesale prices you’ve seen in the news may not affect you because your price is locked in for the duration of your contract.
So then, who pays? In most cases, it's the REPs. The balancing energy market, where those high prices were reported, is designed for the REPS to purchase small amounts of their total electricity at the last minute to meet the demands of their customers. The better they plan, the less they have to purchase on the balancing market so those high prices serve as an incentive for REPs to closely estimate their actual need.
Additionally, you only pay for the power you consume, and when your service is interrupted, you’re not using any. For tips to help conserve energy, please visit www.TakeALoadOffTexas.com. To compare retail offers available in your area and choose the plan best suited to your needs, visit the Public Utility Commission's site, www.powertochoose.org.
If you have a advanced meter, you can see your usage data every day by logging on to www.smartmetertexas.com.
-Charlie B., Ask Oncor Expert
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I'm curious - what steps or procedures are in place at Oncor to avoid or prevent an inadvertent switch from one Retail Electric Provider to another?
Oncor does not generate the move-in and switch transactions that set customers up on a specific ESI ID. Those transactions are generated by Retail Electric Providers (REPs). Unfortunately, it is inevitable that human errors will occasionally cause the wrong customer to be set up on an account. The best way to help prevent these errors is to provide the ESI ID to your REP at the time you enter into a contract for electric service. The ESI ID can be found on your electric bill. There is a process in the market to correct these errors. It is the responsibility of the REP that caused the error to initiate the process to make these corrections.
-Marty S., Oncor Retail Electric Providers Expert
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Isn’t Oncor the same company as TXU?
No. While Oncor was formerly called TXU Electric Delivery, Oncor became a separate company in 2002 after the unbundling or de-regulation of the utility industry in Texas. Today, as a result of the merger in 2007 by which TXU (now Energy Future Holdings Corp. or EFH) was acquired by private investors, Oncor is operated as a separate company and is “ring-fenced” from its majority investor EFH and its main operating subsidiaries, Luminant and TXU Energy. Ring-fencing means we are legally, managerially and financially separate and that Oncor operates and is governed as a separate and independent company from EFH, Luminant and TXU Energy in the same way that Oncor operates and is governed as a separate company from any other Texas market participant. Business decisions are made by Oncor’s management and Board of Directors, which consists of a majority of independent directors, in the best interests of Oncor.
-Kevin F., Oncor Legal Expert
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What is Oncor’s role in the Texas electric market?
Oncor builds, operates and maintains the poles, wires, meters and other electrical equipment used to deliver electricity from power plants to homes and businesses. Oncor is charged with ensuring that electricity is delivered safely and reliably and that the frequency and duration of electric outages — whether due to storms, accidents or equipment malfunctions — are within established standards. We also strive to provide superior service to our electricity customers through a continual investment in new equipment and rebuilding and upgrades to our transmission and distribution system.
-Mike M., Ask Oncor Manager
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Why does Oncor restore my power, but I pay my electric bill to another company?
Oncor is the wires company. We maintain the poles, wires and the meters used to deliver electricity from the power plants to the homes and businesses for the Retail Electric Provider that you have chosen. Oncor does not buy or sell electricity, we just deliver the electricity.
Because of deregulation of the Texas electricity market, consumers can choose which company they want to buy their electricity from. The companies who sell electricity are called Retail Electric Providers (REP). Oncor owns, operates and maintain the poles, wires and the meters used to deliver electricity from the power plants to homes and businesses for the REP that you have chosen. Oncor does not buy or sell electricity, we just deliver the electricity.
-Marty S., Oncor Retail Electric Providers Expert
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How do I dispute a bill from my Retail Electric Provider?
Disputing a bill with your Retail Electric Provider (REP) is done by contacting your REP using the contact information on your electric bill. If information is needed from Oncor regarding the services we provide, for example your meter or meter reading, your REP will contact Oncor for additional information. Oncor will work with your REP as applicable to assist in resolving your billing dispute.
-Marty S., Oncor Retail Electric Providers Expert
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Does Oncor make electricity or own power plants? What do you do?
Oncor serves approximately 7 million Texans through more than 3 million points of delivery, but it’s not the company to which they pay their electric bill, nor does Oncor produce/generate electricity. Oncor delivers electricity and builds and maintains power lines.
Oncor does not make electricity or own power plants. Oncor is the wires company. We maintain the poles, wires and the meters. We deliver the electricity from the power plants to the homes and businesses for your retail electric provider.
-Mike M., Ask Oncor Manager
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How do I choose a retail electric provider?
With a wide variety of electricity products and plans available in the marketplace, you may find a plan that provides you with significant savings or provides more certainty or flexibility than your current plan. You may also be interested in information about which electricity products use primarily renewable energy. Some Retail Electric Providers, or REPs, also have other value-added services like air conditioning maintenance, rewards programs, or other customer service benefits. However, switching may not be for you. You can find a list of questions to ask yourself to help determine which REP and plan are right for you at www.powertochoose.com.
Once you've decided which company and offer are right for you, switching is simple. Just contact the REP you’ve chosen and tell them you'd like to switch, or sign up on their Web site. They’ll send you a “Terms of Service” agreement, which is your new service contract.
-Marty S., Oncor Retail Electric Providers Expert
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Is there a way to get a priority order?
Each Retail Electric Provider (REP) conducts their business operations differently and offer different services. For more information, contact your REP using the number on your electric bill.
-Marty S., Oncor Retail Electric Providers Expert
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How can Oncor advise customers what a Retail Electric Provider can or can not do? How can Oncor know what each REP’s processes are?
You are correct — Oncor does not know each Retail Electric Provider’s (REP's) specific processes and does not speak for the REP on retail issues. However, Oncor agents are trained on rules in the Texas Retail Electric Market and can offer assistance on what a customer may generally expect from their REP.
For information specific to your REP’s processes, call the number for your REP listed on your electric bill. Have more questions for Oncor? Call Ask Oncor at 1.888.875.6279 or use this website.
-Mike M., Ask Oncor Manager
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How do I look up the state law or statute allows Oncor to enter a yard without notifying the resident?
Oncor’s Tariff for Retail Delivery Service section 5.4.8 from the Public Utility Commission of Texas (see page 55 of the PUCT Tariff) provides us the right to access, service and maintain our equipment. Oncor is authorized to access property as part of our responsibility for providing safe, efficient delivery of electric service. Oncor’s duly authorized representatives have the right to access your property for the purpose of restoring service; to inspect, erect, install, maintain, upgrade, convert, remove or replace wiring; read the meter and to perform other activities necessary to provide service. Oncor will come on your property only when it is necessary.
Oncor employees who need to access your property always are in an Oncor uniform and have an Oncor ID badge on them. They are happy to show you their badge or give you their manager’s phone number for confirmation that they are there to do required work. In addition, Oncor uses contractors who require access to customer locations; these contractors also have identification, which is available upon request. If ever fearful for your safety, please call 9-1-1.
–Kevin F., Oncor Legal Expert
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How do I find out which electric companies serve my area?
Oncor is the largest electric delivery company in Texas, serving approximately a third of the state. We maintain the poles, wires and the meters used to deliver electricity from the power plants to the homes and businesses for the Retail Electric Provider that you have chosen to purchase your electricity from. Oncor does not buy or sell electricity, we just deliver the electricity. Think of Oncor like FedEx or UPS. We just deliver. You actually buy power from an REP.
Because of deregulation of the Texas electricity market, consumers can choose which REP they want to buy their electricity from.
To find out who your electric delivery company is or to choose an REP, visit this page on the Public Utility Commission of Texas Power to Choose website. Type in your zip code and click “Submit.”
In the screen that comes up, you can see which electric delivery company serves your area (in a box on the left-hand side) and which REPs and plans are available to you (scroll through option on right).
-Marty S., Oncor Customer Relations Expert
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How do I find out if Oncor serves my area?
Oncor is the largest electric delivery company in Texas, serving approximately a third of the state. To view the more than 400 cities Oncor serves, visit Oncor’s local contacts web page and use the drop down menu to search.
If you are in Oncor’s service territory and need electric service at your home, please visit the Public Utility Commission of Texas website. Here you can view a list of Retail Electric Providers for you to choose. An REP is the company you pay your electric bill to, even though Oncor or another utility may deliver electricity to your home. Your REP will provide you with the steps to setup service.
-Marty S., Oncor Customer Relations Expert
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Our office is moving to a new location served by Oncor. Can I buy electricity from Oncor directly or do I have to choose an REP?
No, you cannot purchase directly from Oncor. The companies that sell electricity are called Retail Electric Providers (REPs). Because of deregulation of the Texas electricity market, consumers can choose which company they want to buy their electricity from. Oncor owns, operates and maintain the poles, wires and the meters used to deliver electricity from the power plants to homes and businesses for the REP that you have chosen. Oncor does not buy or sell electricity, we just deliver the electricity. This allows customers to choose the REP and plan they want but still get the same reliable electricity from Oncor, no matter which REP they choose.
In order to get electric service, you must choose an REP. Your business may have many options when it comes to REPs and the plans they offer. A list of REPs certified by the Public Utilities Commission of Texas can be found here.
-Marty S., Oncor REP/Customer Relations Expert
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When will the co-ops deregulate?
City-owned utilities and member-owned electric cooperatives have the option of giving their customers a choice of providers, or keeping things the way they are today. That decision is up to them. For more information on the Texas Electric Market, visit the Electricity Basics webpage on the Public Utility Commision’s Power to Choose website.
-Mike M., Oncor Customer Expert
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I'm having trouble getting a hold of Oncor. What number should I call to reach Oncor?
Depending on what you are calling about, Oncor has a few different numbers that might help you. For a full list of Oncor’s contact numbers, visit Oncor's Contact Us webpage.
If you are calling about a service request, call the number listed on your electric bill. Whenever you experience an outage, call Oncor’s outage reporting hotline at 1.888.313.4747. This is the only way currently to report your outage and the best place to get information about your outage. The outage number is available 24/7. While we do staff a number of live agents per day to handle calls for Oncor both during business hours and during major events like restoration after storms, sometimes, when call volume peaks, the automated system picks up calls until live agents are available.
You can also contact Oncor directly at 1.888.313.6862 (8 a.m. to 5 p.m., Monday through Friday) for service requests or Ask Oncor at 1.888.875.6279 (7 a.m. to 7 p.m., Monday through Friday). Oncor’s outage reporting number, 1.888.313.4747, is available 24/7.
If you have problems with any of our numbers, please send Oncor’s Call Center an e-mail at contactcenter@oncor.com.
-Pam W., Oncor Call Center Expert
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Why should I remain with Oncor when other companies offer lower rates?
Your electricity rates are actually set by your Retail Electric Provider (REP), not Oncor. Oncor is an electric delivery company, not a REP. We maintain the poles, wires and the meters used to deliver electricity from the power plants to the homes and businesses for the REP that you have chosen to purchase your electricity from. Oncor does not buy or sell electricity, we just deliver the electricity. Think of Oncor like FedEx or UPS. We just deliver. You actually buy your electricity from an REP.
Because of deregulation of the Texas electricity market, consumers can choose which REP they want to buy their electricity from. To find out who your electric delivery company is or to choose an REP, visit this page on the Public Utility Commission of Texas Power to Choose website. Type in your zip code and click “Submit.”
In the screen that comes up, you can see which electric delivery company serves your area (in a box on the left-hand side) and which REPs and plans are available to you (scroll through option on right). With a wide variety of electricity products and plans available in the marketplace, you may find a plan that provides you with significant savings or provides more certainty or flexibility than your current plan. You may also be interested in information about which electricity products use primarily renewable energy. Some REPs also have other value-added services like air conditioning maintenance, rewards programs or other customer service benefits. However, switching may not be for you. You can find a list of questions to ask yourself to help determine which REP and plan are right for you at the Power to Choose website. Note that some REPs and plans, like the one you may currently have, may have an early termination fee or penalty.
Once you've decided which company and offer are right for you, switching is simple. Just contact the REP you’ve chosen and tell them you'd like to switch, or sign up on their Web site. They’ll send you a “Terms of Service” agreement, which is your new service contract. Review it carefully because, after you receive it, you'll only have three business days to cancel without penalty, if your Terms of Service provides for a penalty. You will also receive a switch notification notice in the mail telling you that the switch request has been received and processed and identifying the REP that initiated the switch along with the phone numbers for both the current and new REP.
-Marty S., Oncor Retail Electric Providers Expert
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A lady has been walking around my neighborhood saying that her company works with Oncor and is selling electricity. Is this real? I find it hard to believe.
There are many Retail Electric Providers (REPs) in Oncor’s service territory. Oncor delivers electricity and builds and maintains power lines, but we do not sell electricity to you nor do we send you a bill. Think of Oncor like Fedex or UPS. We just deliver. You actually buy power from an REP.
You can check REPs and plans available in your area at Power to Choose.
Since Texas’ electric market is competitive, customers have the power to pick their Retail Electric Provider (the company you pay your bill to) and their plan.Different REPs and plans are appropriate for different customers. You may pick one REP and plan, while a friend may pick another one. But it doesn’t mean that either is better or worse than the other. You should pick an REP and electric plan that is best for you.
Once you've decided which company and offer are right for you, switching is simple. Just contact the REP you’ve chosen and tell them you'd like to switch, or sign up on their Web site. They’ll send you a “Terms of Service” agreement, which is your new service contract.
- Marty S., Oncor Retail Electric Proivders Expert
