Xcel Energy Outages, Billing and Customer Response

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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 X (formerly 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, 7 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

  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 not know what is causing the problem?

  Just the latest power outage or power bumps are:

  Nov 16-17, 2025

  Nov 12, 2025

  Oct 16, 2025

  Oct 13, 2025

  Oct 4, 2025

  Sept 30, 2025

  Xcel's response:

  11/16/2025 9:49 PM	2h 41m	Unknown Cause Not Determined
  11/12/2025 6:37 PM	0h 3m	Accidental Switch Error
  10/15/2025 11:25 PM	0h 0m	Unknown Cause Not Determined
  10/15/2025 8:11 PM	12h 12m	Unknown Cause Not Determined
  10/4/2025 3:18 PM	5h 39m	Unknown Cause Not Determined
  10/4/2025 11:36 AM	2h 34m	Unknown Cause Not Determined
  10/4/2025 8:45 AM	2h 24m	Unknown Cause Not Determined
  9/30/2025 8:22 PM	1h 38m	Unknown Cause Not Determined
  7/21/2025 9:08 AM	1h 27m	Conductor Contact - Floating
  7/14/2025 7:57 AM	4h 15m	Unknown Cause Not Determined
  5/25/2025 4:39 PM	5h 49m	Lightning Strike
  5/14/2025 4:22 PM	0h 0m	Unknown Cause Not Determined
  3/18/2025 9:08 PM	13h 43m	Unknown Cause Not Determined
  3/18/2025 8:18 PM	18h 53m	Unknown Cause Not Determined
  3/17/2025 1:00 PM	4h 41m	Animal Contact UG Equipment
  2/13/2025 10:16 AM	0h 0m	Unknown Cause Not Determined
  11/21/2024 1:05 PM	0h 0m	Recloser Bushing Failure
  11/9/2024 3:59 PM	0h 0m	Unknown Cause Not Determined
  9/26/2024 5:46 PM	5h 28m	Unknown Cause Not Determined
  6/10/2024 12:14 AM	0h 0m	Switch UG or Load Center
  4/17/2024 4:04 AM	0h 0m	Intentional Clear for Construct
  8/21/2023 2:12 AM	0h 0m	Unknown Cause Not Determined
  8/1/2023 3:26 PM	22h 53m	Pole Fire
  8/1/2023 3:15 PM	0h 0m	Pole Fire
  6/20/2023 4:53 AM	0h 3m	Unknown Cause Under Invest
  5/12/2023 11:10 PM	0h 0m	Unknown Cause Not Determined
  1/12/2023 11:34 PM	0h 0m	Intentional to Clear Pole Fire

  
  

  
  
• Share Xcel Solar banking credits on Facebook Share Xcel Solar banking credits on X (formerly Twitter) Share Xcel Solar banking credits on Linkedin Email Xcel Solar banking credits link

  Xcel Solar banking credits

  by John L, 7 months 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

  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 not change my option to receiving a check pay out once I am enrolled in the roll over program. This seems ridiculous. Xcel is getting energy from my panels and is not paying for it. Yet they still charge me for the transmission costs.

  There needs to be a rule update from the PUC to allow consumers to change options. I would like to be able to change my choice and receive a check payout.
• Share Incorrect Electricity Rate for 9 Months on Facebook Share Incorrect Electricity Rate for 9 Months on X (formerly 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, 8 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.

  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.
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  re-enables optional $1 fee

  by jbbb, 8 months 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.

  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 X (formerly 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, 8 months 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

  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 nor accurate. Sometimes it takes an hour or two before I receive a message with an estimate, and often the estimate changes, or I receive a message with a restoration time estimate that comes in after that time has passed, or power has already been restored.

  Then there's the website. I constantly have issues with their website. Blank pages, loading screens that last too long, screens that never load, links to pages missing, etc. I tried to download some of my usage data to analyze whether I should switch to their new Residential flat Opt Out rate, and the data in the exported spreadsheets was actually wrong, like the system was making up numbers or something. The website is burdensome to use and it almost seems like this is intentional or just negligent.

  I don't usually bother to contact them for customer service unless I absolutely have to because there's usually a wait to talk to someone and then accomplishing my task is difficult.

  I have no faith in Xcel ever doing the right thing, as they have demonstrated over and over that they care only for our money and not for the quality of service. I'd like to see steep penalties for outages. I'm not in the areas that are normally affected by safety outages (i.e., for wind), but there should be a third party regulatory body that advises them on outages for safety, and then they should also be penalized for those as well. They have the ability to see outages instantaneously with smart meters now; they should have to aggregate and report on outages, and when outages occur frequently (e.g., more than once in six months) or for extended amounts of time (e.g., for more than an hour), there should be forced bill credits to those affected, because those outages represent a failure of Xcel to hold up their end of the service.

  And finally, the PUC needs to stop approving rate increases or tie rate increases to long-term service improvements that must be measurable and checked periodically, where a failure to meet improvement metrics results in an immediate expiration of the rate increase.

  Xcel must be forced to do the right thing, because they certainly won't do it on their own.
• 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 X (formerly 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, 8 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

  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 my neighbor’s usage, and vice-versa, for over 18 months).

  Since that confirmation, I have repeatedly requested a full audit of my account, corrected bills, and a refund or credit for overcharges. I submitted a written request on August 11, 2025, but my subsequent bill still reflected the wrong meter number and charge. After my PUC complaint, an Xcel representative stated my account was on a credit hold and I would not be penalized for not paying the incorrect bill, yet I have received no corrected billing or resolution.

  Xcel acknowledged the error more than three months ago. This delay and lack of responsiveness are unacceptable and highlight ongoing issues with Xcel’s customer service and billing accuracy.
• Share XCEL Energy Refrigerator Rebate Program. on Facebook Share XCEL Energy Refrigerator Rebate Program. on X (formerly 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, 8 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

  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 owned by my mother and father in law and lived in by my indigent sister in law prior to her death. One of the items in the home was a very old (over 20 years old), very large, very inefficient refrigerator. We recently have purchased a new much smaller 11 cu energy efficient refrigerator- and made decisions about removal of the old refrigerator based on my knowledge that PSCO had a free pickup, with $50 rebate demand side management program.

  As you know, I am always interested in "testing" the consumer programs that are run by our regulated utilities and promoted through the PUC website, so I thought I would use the PSCO refrigerator repair program.

  I used the XCEL energy website to register for the rebate and schedule the refrigerator pickup- today's date is October 15th. I stated that the refrigerator would be either at the curb or at the top of the driveway for pickup at any time. Interestingly, the first available pickup time I could schedule was December 2, 2025- seven weeks after initiation of rebate. See attached for screen shot of my scheduled appointment.

  Given the current XCEL Energy pickup schedule, there will be an old appliance laying in the street for almost two months. This delay represents a public safety hazard (if doors are not removed children can be trapped inside and suffocate) and the presence of a large object on sidewalk and gutter impedes traffic and pedestrian access. It is also considered as illegal dumping by the city of Denver which is aggressively enforced in this particular neighborhood.

  I called the phone number listed on the XCEL website where people with questions about rebates could speak to "trained" customer service representatives. I spoke with Tess (Employee ID 324400). Tessa professionally let me know that XCEL Energy had third party contractor Clear Results who was performing the appliance pickups and that XCEL Energy was well aware of the long delays. When I asked Tessa how long after pickup someone could expect to receive a rebate check, she stated it would be six weeks after pickup- that means that someone- like myself who scheduled a pickup appointment on October 15 would receive a check after January 13- three months from initial scheduling.

  As a member of the Fixed Assets Staff, I am well aware of how well funded these rebate programs are. I am also well aware of how much XCEL Energy portrays themselves to be a good corporate citizen and how much they care for their consumers- and the environment.

  I wish to lodge a complaint because based on this experience- PSCO's poor management of third party contractor Clear Results documents that a). XCEL does not care for their customers or their customer experience when it comes to energy efficiency rebates; b) They actively promote delays in appliance removal that put young children and pedestrians in their service territory in harms way; c). their negligence creates situations that promote leaving trash and debris on the street and walkways; and finally, d). Energy efficiency programs run through the DSM, are run so poorly that they are actively ineffective- which negates the primary mission of the DSM funding provided by ratepayers.

  I look forward to hearing the Company's response to my complaint. My intent in filing this complaint is to get XCEL to force its third party contractors to be more responsive to those who are actively trying to to the right thing.- Marianne Ramos

  Followup email-

  Yes- I'm looking for an informal complaint process. Property Address is 2519 S. Patton Court, Denver Co 80219. Account number is: 53-0015476422-5. My husband Ted Ramos is the owner of the property, my sons- Samuel and Jacob Ramos are the "renters" for the property.

  
  

  As followup- I called Clear Results this morning (888)-706-8083 and determined that even though I set up an appointment on the XCEL website, for December 2, it seems that at least for December 2 (the only remaining time allowed to be scheduled during October, November and December) there is a glitch- which means that people- like myself, think they have set up the appointment, when in fact the website has not recorded the appointment time.

  
  

  Just as a check of the process-during the call with the Clear Results rep this morning, I went through the motions to set up a pickup appointment time for December 2- through their on site rep. The rep said I would be receiving an automated email confirming that I had successfully scheduled pickup appointment time. Its been almost an hour at this point- and still no automated response confirming a pickup. When I expressed concerns about the problems consumers are experiencing with the program, the rep directed me to forward my concerns to the email address (XcelEnergyrefrigeratorrecycling@support.clearesults.com) and I was told a manager would call me back. We'll see what happens.

  
  

  Based on my experience of yesterday evening and this morning- XCEL's refrigerator rebate program is not accessible either by website or by phone contact. With this complaint, both XCEL and their third party contractor are aware of the issues and at this point seem not to be interested in fixing a process that is entirely broken. And ratepayers are paying for what service here?- I will forward my complaint information to the investigatory docket.- mwr
• Share Unable to get gas turned on after fire on Facebook Share Unable to get gas turned on after fire on X (formerly 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, 9 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!

  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 X (formerly Twitter) Share Power Outages - Highlands Ranch on Linkedin Email Power Outages - Highlands Ranch link

  Power Outages - Highlands Ranch

  by Rmals, 9 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.

  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.
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  Columbine Hills Outages

  by Frustrated in Columbine!, 9 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

  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 house.

  One of the most frustrating things about the continual outages, is our neighbors directly across the street are not affected.

  I have a hybrid work schedule, where I am at home 2 days every week. You can only imagine the stress the continual outages have caused me with my job, and us as a family.

  I would like to request a complete outage report going back to September 2022 please.

  Thank you in advance.