Xcel Energy Outages, Billing and Customer Response

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Are you looking to provide feedback on a Public Safety Power Outage?
Please visit the PSPS feedback page here.


Beginning in 2024, the Public Utilities Commission noticed a significant increase in complaints and comments from the public regarding outages and billing issues on Xcel Energy's electric system. Media outlets across the state also reported on the outages. In response, the Commission ordered staff to open an investigation into these issues, which found the following:

  • Xcel customers have been experiencing a trend of more outages and outage minutes since 2015, even after accounting for severe weather events
  • System-wide outage minutes in 2024 were significantly higher than the trend between 2015-2023
  • Outages were widespread across Xcel’s service territory in Colorado
  • Wildfire Safety Operations were a significant driver of outages in 2024 but did not fully account for higher levels of outages
  • The 15 worst performing feeders--which transmit power from a power source, such as a substation or distribution point, to consumers--account for a substantial portion of 2024 outage minutes
  • Low staffing levels for customer service personnel corresponded with significant drops in customer service performance
  • Consumers are experiencing a high number of billing complaints with unusually long resolution timelines.

Xcel responded publicly to the Commission investigations, acknowledging the challenges customers faced in 2024 and committing to improving performance in each of these areas. The Commission then ordered Xcel to report quarterly on a variety of outage and customers service metrics.

As the PUC continues to receive complaints from Xcel customers on these issues, we have created this new, easy-to-use platform for customers to share their experiences and ideas. This input will help the PUC better understand the scope of remaining issues as it determines next steps. Information collected here will be added to Proceeding Number 25M-0265E.

As this proceeding moves forward, we will provide updates through this tool.

Are you looking to provide feedback on a Public Safety Power Outage?
Please visit the PSPS feedback page here.


Beginning in 2024, the Public Utilities Commission noticed a significant increase in complaints and comments from the public regarding outages and billing issues on Xcel Energy's electric system. Media outlets across the state also reported on the outages. In response, the Commission ordered staff to open an investigation into these issues, which found the following:

  • Xcel customers have been experiencing a trend of more outages and outage minutes since 2015, even after accounting for severe weather events
  • System-wide outage minutes in 2024 were significantly higher than the trend between 2015-2023
  • Outages were widespread across Xcel’s service territory in Colorado
  • Wildfire Safety Operations were a significant driver of outages in 2024 but did not fully account for higher levels of outages
  • The 15 worst performing feeders--which transmit power from a power source, such as a substation or distribution point, to consumers--account for a substantial portion of 2024 outage minutes
  • Low staffing levels for customer service personnel corresponded with significant drops in customer service performance
  • Consumers are experiencing a high number of billing complaints with unusually long resolution timelines.

Xcel responded publicly to the Commission investigations, acknowledging the challenges customers faced in 2024 and committing to improving performance in each of these areas. The Commission then ordered Xcel to report quarterly on a variety of outage and customers service metrics.

As the PUC continues to receive complaints from Xcel customers on these issues, we have created this new, easy-to-use platform for customers to share their experiences and ideas. This input will help the PUC better understand the scope of remaining issues as it determines next steps. Information collected here will be added to Proceeding Number 25M-0265E.

As this proceeding moves forward, we will provide updates through this tool.

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Have you had an experience with Xcel's customer service follow up? Or an outage experience? We'd love to hear from you. 

Note: These stories are posted publicly but your name does not need to be included. Please do not share identifying information if you wish to remain anonymous. 

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  • Share Fraudulent Billing and Usage on Facebook Share Fraudulent Billing and Usage on Twitter Share Fraudulent Billing and Usage on Linkedin Email Fraudulent Billing and Usage link

    Fraudulent Billing and Usage

    by Daniel O, 3 days ago
    I opened my account with Xcel back in September of 2020. I am relatively young and have bounced from apartment to apartment communities due to increased rent prices; every time submitting the proper stop/transfer service requests to my new address.


    Around mid 2023 (or so) I discovered through my usage statement that my address on my statement was incorrect. I called and tried to get that resolved and was informed that I may “see back charges” for the time I was billed for the wrong unit (which was NOT my fault and a failure of the Xcel Customer Service Team... Continue reading
  • Share Fire Danger in the City of Denver on Facebook Share Fire Danger in the City of Denver on Twitter Share Fire Danger in the City of Denver on Linkedin Email Fire Danger in the City of Denver link

    Fire Danger in the City of Denver

    by Nathan Anderson, 8 days ago

    On December 19, 2025, an Xcel property (1570 W Jewell) caught fire In the Ruby Hill neighborhood. Many of the Xcel properties inside the city of Denver are not maintained to prevent brush fires. One would think a company that settled the Marshall Fire claims for 640 million dollars would look to prevent these fires from happening again in urban areas.

  • Share PUC to the rescue on Facebook Share PUC to the rescue on Twitter Share PUC to the rescue on Linkedin Email PUC to the rescue link

    PUC to the rescue

    by Blindedbythelight, 10 days ago
    On Jan 22, the utility pole in the alley behind my house was replaced. Yes, power off for four hours when the temperature was barely above freezing. Whoever thought that would be a good idea? The original pole had a light that lt up the alley for safety reasons. A light was installed on the new pole. The old light pointed east so that the rectangular beam of light lit up the north/south alley. The new light was installed pointing south east. No light on the alley and extensive light pollution on private property, including my backyard and the back... Continue reading
  • Share Request for review of 9.9 Rate hike and separate wildfire fees on Residential bill on Facebook Share Request for review of 9.9 Rate hike and separate wildfire fees on Residential bill on Twitter Share Request for review of 9.9 Rate hike and separate wildfire fees on Residential bill on Linkedin Email Request for review of 9.9 Rate hike and separate wildfire fees on Residential bill link

    Request for review of 9.9 Rate hike and separate wildfire fees on Residential bill

    by lawabidingcitizen, 14 days ago

    I understand utility costs rise with inflation, materials, and infrastructure needs. However, if Xcel is recovering wildfire mitigation or other expenses through separate adjustments—like the $34.33 back-charge and $6.14 current fee on my January 28, 2026 bill—those should offset any increase in base delivery rates, not add to them. Otherwise, customers pay twice for the same service: once for electricity, once for upkeep. The proposed 9.9% electric rate increase in August 2026 compounds this issue—especially when Colorado inflation is only 2.6%. That disparity feels disproportionate without clear proof the hike is essential, not simply profit protection in a monopoly market... Continue reading

  • Share Increasing power bills on Facebook Share Increasing power bills on Twitter Share Increasing power bills on Linkedin Email Increasing power bills link

    Increasing power bills

    by Rhoda, 15 days ago
    What is the deal with the continual increase in our excel energy bills. It is ridiculously over priced. A $100 increase from month to the next & we don’t use any more power then the previous month. we also have solar panels and have not noticed any savings with that at all. Excel has the monopoly and that really sucks. If I could cancel them I would

    come on Colorado, what gives here

  • Share Extreme Usage over billing on Facebook Share Extreme Usage over billing on Twitter Share Extreme Usage over billing on Linkedin Email Extreme Usage over billing link

    Extreme Usage over billing

    by La Crosse , 18 days ago
    I have an apartment - very small 2 bedroom with 1 person and a dog. This company said that in 1 month I consumed 2700 KWH - that is more that an average apartment building FLOOR for one month. A four bedroom house in the same region and 5 people used 950 KWH with someone that works from home. This is just not possible! Called and they said oh yes according to the reading that is what you used. NO FRICKIN WAY!
  • Share Billing issues on Facebook Share Billing issues on Twitter Share Billing issues on Linkedin Email Billing issues link

    Billing issues

    by Dan Lundeen, 18 days ago
    My experience with Xcel energy has been the worst experience/customer service I have ever received in my life, not exaggerating either. I have been dealing with billing and metering issues since my solar was installed over a year ago, solar install went good (because Xcel WAS NOT doing install). Everything went sideways when smart meter was installed by Xcel. Then I started getting estimated bills not actual readings, this continued for 6 months, finally got fixed when I put in complaint with PCU. I couldn’t get exact reason for what my meter issue was, heard they were sending me a... Continue reading
  • Share When the Numbers Don’t Add Up on Facebook Share When the Numbers Don’t Add Up on Twitter Share When the Numbers Don’t Add Up on Linkedin Email When the Numbers Don’t Add Up link

    When the Numbers Don’t Add Up

    by Jeremiah, 20 days ago

    Recently, I received a bill from Xcel Energy stating that my household was using the same amount of energy as I had a year ago. At first glance, that might seem normal. But the statement immediately raised a question for me.

    A year ago, I worked from home.

    My computer was on all day. Lights were on. Coffee was brewing. The house was lived in for most of the day, five days a week.

    Today, my schedule looks very different. I work full-time outside the home and spend nearly two hours commuting each day. For long stretches of time, the... Continue reading

  • Share This is ridiculous on Facebook Share This is ridiculous on Twitter Share This is ridiculous on Linkedin Email This is ridiculous link

    This is ridiculous

    by Christy , 22 days ago

    We are locked into Xcel for our power and our bill doubled in Feb from Jan. It is only my husband and I, and we are not home from 8-5 M-F. We unplug everything we aren’t using and we set our thermostat at 65. The weather in CO has been unusually warm so the heater isn’t kicking on at all during the day. How is the bill so high??!

  • Share From $90 to $520 on Facebook Share From $90 to $520 on Twitter Share From $90 to $520 on Linkedin Email From $90 to $520 link

    From $90 to $520

    by Gypsy , 25 days ago
    My average electric bill is $90-98 during the winter and at $120 in the summer. My last bill with Xcel was $520 and nothing else had changed. I have lived in my home since 2015 and never seen a bill this large even with all my kids living there.
Page last updated: 25 Mar 2026, 12:06 PM