Xcel Energy Outages, Billing and Customer Response

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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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  • Share Xcel Temporary Rate Increase on Facebook Share Xcel Temporary Rate Increase on Twitter Share Xcel Temporary Rate Increase on Linkedin Email Xcel Temporary Rate Increase link

    Xcel Temporary Rate Increase

    by KD, 2 months ago

    I received the following email the day the temperatures started dropping (1/23/2026). Why is this allowed? The rates already increase yearly; I have received an email that the rates will increase again in October. Now Xcel is allowed to temporarily raise my rate whenever they feel like it. I will already be using more gas/electric because of the freezing temperatures, but Xcel wants to make even more money by raising how much each kilowatt will cost me. This is disgusting. The CEO makes over $20 million in salary and bonuses. There needs to be a cap on how much Xcel... Continue reading

  • Share Gone 2 weeks out of the month and our bill is higher than the month before on Facebook Share Gone 2 weeks out of the month and our bill is higher than the month before on Twitter Share Gone 2 weeks out of the month and our bill is higher than the month before on Linkedin Email Gone 2 weeks out of the month and our bill is higher than the month before link

    Gone 2 weeks out of the month and our bill is higher than the month before

    by TBLB, 2 months ago
    The month of November we went out of town for the 1st 2 weeks. We deliberately unplugged tvs, appliances, chargers-anything that plugged into the wall with exceptions like the fridge. The thermostat was set to 60 degrees so it wouldn't turn on while gone. All these preventative measures to have a HIGHER bill when we got back. Excel is a terrible company and monopolize the market-customer service reps are useless and do a run around as if theyre trained to not solve an issue.
  • Share Xcel Charging to Read Meter After Switch to Smart Meter on Facebook Share Xcel Charging to Read Meter After Switch to Smart Meter on Twitter Share Xcel Charging to Read Meter After Switch to Smart Meter on Linkedin Email Xcel Charging to Read Meter After Switch to Smart Meter link

    Xcel Charging to Read Meter After Switch to Smart Meter

    by TylerLakewood, 2 months ago

    We previously had a non communicating meter that Xcel charged us $11.84 a month to come out and physically read our meter. They swapped it out for a smart meter in November 2024. We have been billed $11.84 every month since November 2024, even though we have a smart meter and Xcel no longer sends anyone to read our meter.


    I have called Xcel’s customer service every month since December 2024 to tell them I’m still being charged the $11.84.


    Xcel had fixed the issue in October 2025 and took off all the previous months of $11.94, but the charge... Continue reading

  • Share No on Xcel's Rate Increase Request on Facebook Share No on Xcel's Rate Increase Request on Twitter Share No on Xcel's Rate Increase Request on Linkedin Email No on Xcel's Rate Increase Request link

    No on Xcel's Rate Increase Request

    by MarkS, 2 months ago

    I urge the Public Utilities Commission to vote no on Xcel Energy's Natural Gas filing of December 29, 2025. An 11.4% increase is beyond laughable for a company with a net income of $1.915 billion from September 2024-September 2025.

    It is also completely unwarranted given the recent outages across the front range and for not moving fast enough to produce energy with net zero emissions.

    I also call on the PUC to halt new or existing data center construction projects. Data centers for AI applications are harmful to our environment, drive up consumer prices, and are a subsidy to... Continue reading

  • Share Falsifying records on Facebook Share Falsifying records on Twitter Share Falsifying records on Linkedin Email Falsifying records link

    Falsifying records

    by Unregulated, 2 months ago
    A field crew reported power shut offs 3 hours after they actually occurred. Xcel's investigation of my complaint that the power cutoff resulted in damages concluded with "no documentation" showing that power was cut off at my house prematurely, but their own smart meter on my property shows clearly that power was shut off hours before the window that they indicated. They will not respond to emails and the PUC will not open an investigation on the list of Colorado and potential federal regulations that they violate doing this.
  • Share Jan 16 2026 Yet another outage in Louisville this morning on Facebook Share Jan 16 2026 Yet another outage in Louisville this morning on Twitter Share Jan 16 2026 Yet another outage in Louisville this morning on Linkedin Email Jan 16 2026 Yet another outage in Louisville this morning link

    Jan 16 2026 Yet another outage in Louisville this morning

    by Don Taylor, 2 months ago
    We’ve lost count (5? 7?) of the number of multi-hour power outages at our house since October of last year. Most were preceded by no warning. There was no wind near us this morning although there is wind in the forecast for NE Colorado. When is the PUC going to require Xcel to invest what it takes to make our grid reliable?


  • 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, 2 months 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, 3 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, 3 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 , 3 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.
Page last updated: 25 Mar 2026, 12:06 PM