Xcel Energy Outages, Billing and Customer Response

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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.

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.

Share Your Story

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. 

Thank you for sharing your story with us.

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  • Share Planned outage extended excessively on Facebook Share Planned outage extended excessively on Twitter Share Planned outage extended excessively on Linkedin Email Planned outage extended excessively link

    Planned outage extended excessively

    by WhoDoesPUCWork4, about 13 hours ago

    On October 23, 2025, I received an automated call from Xcel Energy notifying me of a planned power outage scheduled for October 24, 2025, beginning at 9:00 a.m. and lasting until approximately 2:00 p.m. The outage was described as necessary to perform maintenance and tree trimming in the neighborhood. However, the outage extended far beyond the stated timeframe, lasting until approximately 7:30 p.m.Crews continued working well into the evening, finishing the trimming work in the dark under spotlights, which was both unexpected and disruptive for residents. This prolonged outage and late-night work represent a serious failure in planning and... Continue reading

  • Share Still being charged for mid peak TOU rates as of mid December on Facebook Share Still being charged for mid peak TOU rates as of mid December on Twitter Share Still being charged for mid peak TOU rates as of mid December on Linkedin Email Still being charged for mid peak TOU rates as of mid December link

    Still being charged for mid peak TOU rates as of mid December

    by i.hate.xcel3, 1 day ago
    All communication says time of use rates changed ON November 1st. Xcel customer service says it’s actually the first full billing cycle after November 1st. Yet I’m still being charged the old rates and hours in my second billing cycle. Customer service brushed me off completely.
  • Share Billed for Services not Rendered and Xcel Refuses to Change the Bill on Facebook Share Billed for Services not Rendered and Xcel Refuses to Change the Bill on Twitter Share Billed for Services not Rendered and Xcel Refuses to Change the Bill on Linkedin Email Billed for Services not Rendered and Xcel Refuses to Change the Bill link

    Billed for Services not Rendered and Xcel Refuses to Change the Bill

    by Beau96, 1 day ago

    Xcel Energy issued a final natural gas bill based entirely on estimated usage rather than an actual meter reading.

    The estimate was explicitly based on prior-year consumption, despite materially lower usage earlier in the year, updated appliances, vacancy during the billing period, and reduced heat settings.

    Xcel has confirmed by phone that they will not perform or reconcile the bill with an actual final meter read and will not adjust the charge.

    I have been billed nearly $200 for gas that was not used and since Xcel closed the account they will not check the meter and collected payment without... Continue reading

  • Share TOU Opt out request "lost" on Facebook Share TOU Opt out request "lost" on Twitter Share TOU Opt out request "lost" on Linkedin Email TOU Opt out request "lost" link

    TOU Opt out request "lost"

    by enough, 4 days ago
    On 11/20/25 I called and made a request to opt out of TOU. I was told it could take up to a month to implement. I got my bill today and it showed I'm still on TOU so I called to check that the request is still on record. Apparently my TOU request was "lost." They won't agree to expedite my opt out because there's no record of my initial opt out request.


    If you make a request to opt out of TOU, I suggest you follow up with very regular phone calls to confirm they even have a record... Continue reading

  • Share Excel planned 2nd outage without informing on Facebook Share Excel planned 2nd outage without informing on Twitter Share Excel planned 2nd outage without informing on Linkedin Email Excel planned 2nd outage without informing link

    Excel planned 2nd outage without informing

    by Kwenger, 5 days ago
    Xcel had another planned outage and never informed us. I called them and said I called them the prior week with my concern they would do another planned outage and that I was not getting phone notifications and they just keep saying a case was open. About 39 others in my area have the same issue
  • Share Rate Hike on Facebook Share Rate Hike on Twitter Share Rate Hike on Linkedin Email Rate Hike link

    Rate Hike

    by No more rate hikes, 5 days ago
    I have had more rate hikes in the last few years than I have in the last 20 as a customer. This is a monopoly, there are no other power companies to provide my area and I have chronic outages during storms. This is becoming unaffordable for consumers!
  • Share Billing errors unresolved 18 months later on Facebook Share Billing errors unresolved 18 months later on Twitter Share Billing errors unresolved 18 months later on Linkedin Email Billing errors unresolved 18 months later link

    Billing errors unresolved 18 months later

    by Doug in Fort Collins, 6 days ago

    During a remodel starting April 2024, our electric meter was removed; our construction power was provided from a temporary meter on a pedestal away from the house. Yet Xcel continued to bill us for three months on the "phantom meter" - the one that had physically been removed. These bills were based on "estimated" meter readings.

    I noticed this after the remodel was complete and called Xcel in early December 2024 to ask for a refund. The customer service representative agreed and said she would refer it to the Billing Dept for a resolution; and to expect a refund in... Continue reading

  • Share Xcel continuing to charge mid-peak rates in addition to expanded peak rates after November 1 on Facebook Share Xcel continuing to charge mid-peak rates in addition to expanded peak rates after November 1 on Twitter Share Xcel continuing to charge mid-peak rates in addition to expanded peak rates after November 1 on Linkedin Email Xcel continuing to charge mid-peak rates in addition to expanded peak rates after November 1 link

    Xcel continuing to charge mid-peak rates in addition to expanded peak rates after November 1

    by DW, 10 days ago

    Despite allegedly changing to only peak/nonpeak rates on November 1, Xcel has continued to charge for mid-peak rates (in addition to the expanded peak rates) on/after November 1. Their customer service now claims that the mid-peak only goes away in the first billing period after November 1, but the new expanded peak rate and time period is effective November 1. They are effectively double dipping, and backtracking on what they put in writing and publicized about the new rate structure. Customer service has been adamant that this was what was planned and announced all along, despite the Xcel website still... Continue reading

  • Share Charged midpeak for all of November '25 on Facebook Share Charged midpeak for all of November '25 on Twitter Share Charged midpeak for all of November '25 on Linkedin Email Charged midpeak for all of November '25 link

    Charged midpeak for all of November '25

    by HH, 10 days ago

    Xcel advertised as of Nov 1, 2025, those on the time-of-use plans would go to on peak 5-9pm M-F, off peak all other hours. No more midpeak rates. I got my bill for Oct 29 - Dec 1 '25 and I was charged midpeak rates all through November. I was able to verify by checking my daily usage on their website. I used 2.9 midpeak KWh for Oct 29-31, but I was billed a total of 21KWh midpeak for my entire billing cycle. I had to call Xcel twice to get them to understand the issue. On the second call... Continue reading

  • Share Xcel planned an outage during freezing temp with no notification on Facebook Share Xcel planned an outage during freezing temp with no notification on Twitter Share Xcel planned an outage during freezing temp with no notification on Linkedin Email Xcel planned an outage during freezing temp with no notification link

    Xcel planned an outage during freezing temp with no notification

    by Kwenger, 11 days ago

    I called xcel yesterday as i found out through a community facebook page that a day outage was planned, and multiple people weren't notified. I called and they confirmed I was on the list. I asked why I was not notified, and they have so far gave me different answers - the first time they said a call didn't go out but it was because my phone number wasn't updated, which isn't true because i have been notified in the past, and it was able to look up my account based on the phone number. Recently they said calls went... Continue reading

Page last updated: 14 Dec 2025, 11:38 PM