Xcel Energy Outages, Billing and Customer Response

Share Xcel Energy Outages, Billing and Customer Response on Facebook Share Xcel Energy Outages, Billing and Customer Response on Twitter Share Xcel Energy Outages, Billing and Customer Response on Linkedin Email Xcel Energy Outages, Billing and Customer Response link

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.

All fields marked with an asterisk (*) are required.

loader image
Forgot password?
Didn't receive confirmation?
Register Now
Seems like you are already registered, please provide the password. Forgot your password? Create a new one now.
Cancel
  • Share Twenty-two Years of Power outages and bumps in Watkins, CO on Facebook Share Twenty-two Years of Power outages and bumps in Watkins, CO on Twitter Share Twenty-two Years of Power outages and bumps in Watkins, CO on Linkedin Email Twenty-two Years of Power outages and bumps in Watkins, CO link

    Twenty-two Years of Power outages and bumps in Watkins, CO

    by Benjie B, 11 days ago

    Over twenty-two years, I have filed multiple complaints with PUC regarding Xcel Energy and things have not improved. It is always the same 74 customers that go without power in Watkins. I have reached out to CORE Electric out of Bennett, to see if I can switch and I was told no. Xcel has no competition and they continue to not fix our problem. The explanation from Xcel continues to say. "Unknown Cause Not Determined", and yet we have been without power for up to 18 hours. I would like to know how they fix the problem if they do... Continue reading

  • Share Xcel Solar banking credits on Facebook Share Xcel Solar banking credits on Twitter Share Xcel Solar banking credits on Linkedin Email Xcel Solar banking credits link

    Xcel Solar banking credits

    by John L, 28 days ago

    When I installed roof top solar, I chose an option to bank my energy credits to off set my energy charges. As I was new to this and had no history of my energy consumption with my solar I thought this was a good choice to rollover my monthly credits. As it turns out my consumption and costs are lower, based on switching to there time of use discounts and some of my family moving out of our home. I now have a bank of rollover credit of over $800 and it continues to grow. I am told I can... Continue reading

  • Share Incorrect Electricity Rate for 9 Months on Facebook Share Incorrect Electricity Rate for 9 Months on Twitter Share Incorrect Electricity Rate for 9 Months on Linkedin Email Incorrect Electricity Rate for 9 Months link

    Incorrect Electricity Rate for 9 Months

    by jz, about 1 month ago

    I attempted to opt out of the Time of Use rate from Xcel energy back in Feb 2025. After 10+ phone calls, each time the representative would assure me it is fixed for the next billing cycle, my rate still has not changed and is now using the longer TOU hours. Even after complaining to DORA and getting an Xcel rep to email me, the issue still has not been resolved in the last 3 months.

  • Share re-enables optional $1 fee on Facebook Share re-enables optional $1 fee on Twitter Share re-enables optional $1 fee on Linkedin Email re-enables optional $1 fee link

    re-enables optional $1 fee

    by jbbb, about 1 month ago

    Yearly I have to opt out of the optional $1 customer affordability fee. They re-enable it every year. This is Colorado Natural Gas ripping people off.

  • Share Xcel has no problem collecting our money, everything else is impossible on Facebook Share Xcel has no problem collecting our money, everything else is impossible on Twitter Share Xcel has no problem collecting our money, everything else is impossible on Linkedin Email Xcel has no problem collecting our money, everything else is impossible link

    Xcel has no problem collecting our money, everything else is impossible

    by tsukiakari, about 1 month ago

    I've had several issues with Xcel over the years. I've had approximately 3-4 outages per year lasting an several hours and usually a few smaller outages of 5 minutes to an hour, too. These outages have almost always occurred during clear weather and calm winds. The powerlines are underground in my neighborhood but not in some adjacent neighborhoods, which seem to be where issues frequently occur. For the amount we pay Xcel for service, the service should be impeccable, and it isn't even close. When an outage does occur, the text message updates with restoration estimates are often neither timely... Continue reading

  • Share Over 18 Months of Misapplied Electric Billing Due to Switched Meter on Facebook Share Over 18 Months of Misapplied Electric Billing Due to Switched Meter on Twitter Share Over 18 Months of Misapplied Electric Billing Due to Switched Meter on Linkedin Email Over 18 Months of Misapplied Electric Billing Due to Switched Meter link

    Over 18 Months of Misapplied Electric Billing Due to Switched Meter

    by SM18, about 2 months ago

    I moved into my residence in Wheat Ridge, CO, in January 2024. In July 2024, I contacted Xcel about an unusually high electric bill and was told it was likely due to my refrigerator. No further investigation was done.

    After continued high bills, I contacted Xcel again in July 2025 and was told it was a landlord issue. My landlord’s electrician suspected my meter was switched with another unit. I reported this to Xcel, and on July 23, 2025, their electrician confirmed that my meter had been switched with my neighbor’s since my move-in date (meaning I was billed for... Continue reading

  • Share XCEL Energy Refrigerator Rebate Program. on Facebook Share XCEL Energy Refrigerator Rebate Program. on Twitter Share XCEL Energy Refrigerator Rebate Program. on Linkedin Email XCEL Energy Refrigerator Rebate Program. link

    XCEL Energy Refrigerator Rebate Program.

    by Marianne Ramos or mwr, about 2 months ago

    April- I'm sorry to add to your workload, but I was frankly shocked when I recently tried to use one of the XCEL Energy Rebate programs-so much so that I feel it deserves to have a complaint filed with the PUC. I have copied both Rebecca White and Erin O'Neill because I believe it is important for them to know how poorly run rebate programs that are actively being promoted by the PUC and paid for by XCEL customers under demand side management efficiency programs.

    In way of explanation, my husband and I have inherited a home that was previously... Continue reading

  • Share Unable to get gas turned on after fire on Facebook Share Unable to get gas turned on after fire on Twitter Share Unable to get gas turned on after fire on Linkedin Email Unable to get gas turned on after fire link

    Unable to get gas turned on after fire

    by William G, 3 months ago
    Working with Xcel Energy is the most frustrating experience ever. I had a fire and the gas was turned off in January 2025. For part of August and most of September, still trying to get the gas turned back on! All inspections have been performed and communicated to Xcel Energy, they've acknowledged receipt. I still get to pay the monthly meter fee with no service, but cannot get this on. Fall is almost here now... They suck!
  • Share Power Outages - Highlands Ranch on Facebook Share Power Outages - Highlands Ranch on Twitter Share Power Outages - Highlands Ranch on Linkedin Email Power Outages - Highlands Ranch link

    Power Outages - Highlands Ranch

    by Rmals, 3 months ago

    Back to back power outages in Highlands ranch. Morning of 9/24 and evening 9/23.

    We had rain but no severe weather on 9/23. No bad weather on 9/24. The community needs more information about cause of outages.

    How is it there are outages occurring without bad weather? This impacts people and businesses in many ways.

    I personally work from home and this has impacted my ability to work these two days.

    If outages continue unexpectedly throughout the working day, this would put my job at risk if I have unreliable power.

  • Share Columbine Hills Outages on Facebook Share Columbine Hills Outages on Twitter Share Columbine Hills Outages on Linkedin Email Columbine Hills Outages link

    Columbine Hills Outages

    by Frustrated in Columbine!, 3 months ago

    Good Afternoon,

    I am writing in regard to a recent 9 News story about multiple power outages in the Columbine Hills area. We have also been victims of a number of outages in the past couple of years. The most recent outage on September 5th was appx. an 8 hour outage (1:30am-9:00am). We had zero warning that the outage was "scheduled".

    The worst outage we have experienced lasted a MISERABLE 48+ hours. It was cold, we lost food, and 1 of our dogs hid under the covers shivering. I recall waking up one of those mornings to a 48 degree... Continue reading

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