Xcel Energy Outages, Billing and Customer Response

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Are you looking to provide feedback on the December 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 the December 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.

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. 

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  • Share Excel energy needs to learn to operate within a responsible budget on Facebook Share Excel energy needs to learn to operate within a responsible budget on Twitter Share Excel energy needs to learn to operate within a responsible budget on Linkedin Email Excel energy needs to learn to operate within a responsible budget link

    Excel energy needs to learn to operate within a responsible budget

    by Mark Gasper, 19 days ago

    I am writing to express my deep disappointment and strong opposition to Xcel Energy’s proposed 11.4% increase in natural gas rates for Colorado customers.

    At a time when many households are already struggling with rising costs for housing, food, insurance, and healthcare, this proposed increase feels unreasonable and poorly timed. Natural gas is not a luxury—it is a basic necessity, especially in Colorado’s climate. A double-digit rate hike will place an unnecessary financial burden on families, seniors, and small businesses who have little choice but to absorb the cost.

    I find it particularly troubling that customers are being asked to... Continue reading

  • Share No wind ... No power on Facebook Share No wind ... No power on Twitter Share No wind ... No power on Linkedin Email No wind ... No power link

    No wind ... No power

    by Tom Schweich, about 2 months ago

    In Golden city limit, just north of Hwy 58, we have no wind, no electricity, and no communication from Xcel as to whether we might have power today (Thursday). Communication from Xcel has been abysmal. The CEO and all his C-suite buddies should be manning the phones.

  • Share Its a monopoly, YOU NEED TO MANAGE IT on Facebook Share Its a monopoly, YOU NEED TO MANAGE IT on Twitter Share Its a monopoly, YOU NEED TO MANAGE IT on Linkedin Email Its a monopoly, YOU NEED TO MANAGE IT link

    Its a monopoly, YOU NEED TO MANAGE IT

    by tomwilmering, about 2 months ago
    I live in Eldorado Springs. Power was poorly communicated to go out by 10am, it was out by 9;30 or so. It got windy after 12.


    There is ZERO communication around when we might have power again. I have a heat pump, am on a private water system, have the foolish boulder county mandated grinder pump sewer system. So no power means no heat, water, sewer, refridgeration, or internet. This means a Tipi would be a more effective residence, because at least I could burn wood...oh wait, there is a burn ban......

    As of right now, I have not had... Continue reading

  • Share Not necessary for the extended period on Facebook Share Not necessary for the extended period on Twitter Share Not necessary for the extended period on Linkedin Email Not necessary for the extended period link

    Not necessary for the extended period

    by In the dark still , about 2 months ago
    Our power was shut off at 9:30am and still has not comeback on. We are the farthest east and south and still nothing although all the rich homes in the area that is far more likely to experience a wildfire all have power. People have medical equipment including myself and are losing thousands of dollars in food we can’t afford to replace. This is crazy and completely out of line for Xcel. We pay for our service and safety that’s a right.
  • Share Bob Brossman on Facebook Share Bob Brossman on Twitter Share Bob Brossman on Linkedin Email Bob Brossman link

    Bob Brossman

    by Bob B, about 2 months ago
    Starting December 17th we were told that an outage would occur from 10am to 6 pm. We planned accordingly. However now that it is 7am or 12 hours past the turn on commitment. We have lost thousands of dollars of food. The temperature is freezing in our house and we have no communication as to when the power will be turned on. This is unacceptable. Also only select neighborhoods were part of the shutdown. That makes no sense
  • Share Frivolous, ridiculous, unneccesary outage. Anti-student, anti-consumer on Facebook Share Frivolous, ridiculous, unneccesary outage. Anti-student, anti-consumer on Twitter Share Frivolous, ridiculous, unneccesary outage. Anti-student, anti-consumer on Linkedin Email Frivolous, ridiculous, unneccesary outage. Anti-student, anti-consumer link

    Frivolous, ridiculous, unneccesary outage. Anti-student, anti-consumer

    by TaxPayingColoradan, about 2 months ago

    This writing is an opinion.


    We were told our power would potentially be cut at 10 AM and return at 6 PM on 12/17. I thought it would not really be an issue, because I live in a suburb away from the front range and where this alleged issue is happening (more than an hour away). All of our power lines are underground. Our winds are not high today. Well - 10 AM hit and I along with 50 000 other Coloradans had our power cut anyway. "No problem" -- I foolishly thought at the beginning of the day. I... Continue reading
  • Share Dec 17, 2025 Forced Outage on Facebook Share Dec 17, 2025 Forced Outage on Twitter Share Dec 17, 2025 Forced Outage on Linkedin Email Dec 17, 2025 Forced Outage link

    Dec 17, 2025 Forced Outage

    by Mindi, about 2 months ago
    We were told our power would be out from 10 a.m.-6 p.m. on 12/17/25 due to high winds. I’m in Windsor, Co. we had light wind to no wind all day! There was absolutely no need for this. Then power was restored at 7:30 p.m. when winds were just starting to pick up (weather app said 35 mph gusts, felt stronger). This massive disruption had me loading up as much food as my friends fridge could hold early this morning, driving to another city to have her store it, before work, knowing the rest left in my fridge would go... Continue reading
  • Share Planned Outage Today—With Minimal Wind on Facebook Share Planned Outage Today—With Minimal Wind on Twitter Share Planned Outage Today—With Minimal Wind on Linkedin Email Planned Outage Today—With Minimal Wind link

    Planned Outage Today—With Minimal Wind

    by Myra, about 2 months ago
    My older daughter and her family live in Windsor. Her power was out from 10 until 7:22 PM tonight. I monitored the wind all day in Windsor and the highest wind I saw was 13 mph. My granddaughter and my 18 month old great grandson were home all day and in to the early evening with no electricity. The Windsor schools were closed. The Windsor urgent care was closed and my great grandson had a fever.



    My cousin and her family live just east of Timnath, Colorado. Their power was also planned to be out all day. It is now... Continue reading
  • Share Planned outage hurts local businesses and schools for no reason on Facebook Share Planned outage hurts local businesses and schools for no reason on Twitter Share Planned outage hurts local businesses and schools for no reason on Linkedin Email Planned outage hurts local businesses and schools for no reason link

    Planned outage hurts local businesses and schools for no reason

    by Meli, about 2 months ago

    Our power at our business in unincorporated Morrison was turned off at 10am this morning for “winds” when there wasn’t even a breeze. Rather than turning power off in case it gets windy, how about turn it off when it is windy. This has had a very negative impact on our business in addition school was canceled for all of Jefferson county in case it got windy. Thousands of kids have lost a day of education for nothing. Shutting power off for whole communities in case it gets windy is not acceptable. Better management of these sorts of potential weather... Continue reading

  • Share Planned outage inside 470 on Facebook Share Planned outage inside 470 on Twitter Share Planned outage inside 470 on Linkedin Email Planned outage inside 470 link

    Planned outage inside 470

    by Red rock resident, about 2 months ago
    How an Xcel need to plan the power outage due to high winds for any residential property inside of 470 by Morrison ? I just don’t see where a major fire danger is. And if it is because this area’s powered is fed from lines west of 470 then what is Xcel doing to fix that?
Page last updated: 03 Feb 2026, 03:55 PM