Xcel Energy Outages, Billing and Customer Response

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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.

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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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 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 months 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.


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  • 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, 4 months 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, 4 months 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, 4 months 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.

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  • 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, 4 months 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

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    Charged midpeak for all of November '25

    by HH, 4 months 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, 4 months ago

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  • 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, 4 months 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, 4 months ago

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  • 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, 5 months 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.

Page last updated: 25 Mar 2026, 12:06 PM