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 Billing problems on Facebook Share Billing problems on Twitter Share Billing problems on Linkedin Email Billing problems link

    Billing problems

    by Gary Christiansen, 3 months ago
    I opted into the WindSource renewable energy program to pay an extra $0.01/kWhr for Wind energy with Xcel for multiple years. Last year, I wanted to try to cut back on spending and asked Xcel to opt out of it. They said that they would have it processed and removed from the bill a month or two later. A year later and with multiple calls and emails with Xcel, they still hadn't gotten it removed.

    I filed a complain with the PUC commission. A few days or a week later, I received a call from the PUC and a second... Continue reading

  • Share How outages effect people on Facebook Share How outages effect people on Twitter Share How outages effect people on Linkedin Email How outages effect people link

    How outages effect people

    by Juliewicken , 3 months ago
    We have had too many outages in our neighborhood for No good reason. We all are wondering if it will happen again today and for how long. The first one lasted for days. I lost all my food in my refrigerator and my outdoor freezer. Thought about filling a claim so I took pictures and added it up to over $570 thrown away. I also had to replace the water lines to my refrigerator. Repairman said they cracked and when power was turned back. Lucky no water damage to house since I was home when power came back on and... Continue reading
  • Share Their communication has been horrible on Facebook Share Their communication has been horrible on Twitter Share Their communication has been horrible on Linkedin Email Their communication has been horrible link

    Their communication has been horrible

    by Do better xcel , 3 months ago
    Hi,

    Aside from the obvious frustration of it being so many outages, one of my biggest sources of anger has been the terrible communication around it and that's something I hope they learn/grow from in this. The day they did a planned multi day outage, we didn't know about it until an hour or two before they did it (for real) with no idea how long they were keeping it off. And we didn't even see their memo until the power was already off. That day it got turned off, our dog was in the house and we were not... Continue reading

  • Share Xcel Lies, PUC Does Nothing on Facebook Share Xcel Lies, PUC Does Nothing on Twitter Share Xcel Lies, PUC Does Nothing on Linkedin Email Xcel Lies, PUC Does Nothing link

    Xcel Lies, PUC Does Nothing

    by LawsuitGeneratorORMove, 3 months ago

    Even after the preemptive power shut down the PUC took no action against Xcel. Xcel has known about the problems in the Columbine area of South Jeffco and did nothing until news agencies were engaged. Neither one has the public interest at heart, entering this comment in hopes the same news agencies press the PUC as that's the only reason they will penalize Xcel. Or unless this becomes a talking point for the upcoming Governor election. For months, especially over the summer, we'd experience a long power outage a week. Once we had two in the same day. I would... Continue reading

  • Share In the dark on Facebook Share In the dark on Twitter Share In the dark on Linkedin Email In the dark link

    In the dark

    by Steveb49, 3 months ago
    Continued outages leaving us without internet and tv and spoiled food garage door must be opened by hand. Been here 27 years last 6 months the outages have been horrendous. We are retired and getting extremely upset. XCEL cannot explain these outages. Never have seen a drone or crew inspecting lines in the neighborhood during this time.
  • Share Power Outages on Facebook Share Power Outages on Twitter Share Power Outages on Linkedin Email Power Outages link

    Power Outages

    by AG, 3 months ago
    I work from home full time and these power outages make it hard to work when it is out for hours and I need to pack up and find somewhere to work. Last year when the power was out for 4 days we lost freezers of food and had to sleep in the living room with the gas fireplace which is not cheap. We pay so much for our energy bills and then have the inconvenience of the power going out way too often.
  • Share Power Outages all too often on Facebook Share Power Outages all too often on Twitter Share Power Outages all too often on Linkedin Email Power Outages all too often link

    Power Outages all too often

    by HomeownerLittleton80128, 3 months ago
    The infrastructure in our neighborhood, and specifically our street, needs to be replaced. We have lived here 7 years and have had *unexpected/unplanned* power outages at least 20 times - roughly once a quarter. And the duration of the outages has ranged from 2-10 hours. It's hard on residents when you unexpectedly and for long periods of time have no access to power. Our kids sound machine and baby monitors not working at night time make it even more difficult than it already is... no less the volume of food in our fridge and freezer potentially thawing and going bad... Continue reading
  • Share Xcel is horrible on Facebook Share Xcel is horrible on Twitter Share Xcel is horrible on Linkedin Email Xcel is horrible link

    Xcel is horrible

    by Brooklyn, 3 months ago
    I have had nothing but issues and especially this Summer. Every week there seems to be an outage and for hours. I have been stuck at home due to my car being stuck in the garage. I have not been able to do my actual job because I need the internet to work. Food has gone bad in my fridge and freezer. Have had kids trying to do homework in the dark. It’s real upsetting it keeps happening and nothing is done about it. When I went to submit feedback the domain doesn’t even work.
  • Share Xcel doesn’t care at all on Facebook Share Xcel doesn’t care at all on Twitter Share Xcel doesn’t care at all on Linkedin Email Xcel doesn’t care at all link

    Xcel doesn’t care at all

    by Skutts62, 3 months ago

    I am from the westlake neighborhood we had many power outages here since May. And of course the one when they turned off power for the winds to supposedly be safe. Which I had to stay in a hotel lost over a thousand dollars of food and no reimbursement from them at all. And since these other power outages happen I did do another complaint and they denied me that the transformer went bad in golden and they can not since it landed under the utility commission thing sorry don’t remember what it’s called. I did tell them I think... Continue reading

  • Share So Tired of the Outages on Facebook Share So Tired of the Outages on Twitter Share So Tired of the Outages on Linkedin Email So Tired of the Outages link

    So Tired of the Outages

    by Chrissy , 3 months ago

    I seriously understand outages. They happen. But the excessive amount that Columbine Hills has experienced is so many I can't even count them on both hands. Some we get warning. Some we don't. We never get communication on why this is happening. Some last hours and some last days. My neighbors behind our house never seem to loose it. I have had to throw away food and even clothes that get stuck in the washer because once a load gets started, the lid can't open until power is back on. Xcel sucks. I wish we had choices with different electric... Continue reading

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