Xcel Energy Outages, Billing and Customer Response

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Are you looking to provide feedback on the December 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 the December 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.

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. 

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  • Share Xcel refuses to investigate suspicious charges on Facebook Share Xcel refuses to investigate suspicious charges on Twitter Share Xcel refuses to investigate suspicious charges on Linkedin Email Xcel refuses to investigate suspicious charges link

    Xcel refuses to investigate suspicious charges

    by JA, about 6 hours ago
    Our bill more than doubled in November-December. When we called Customer Service, they said that we were billed for the actual usage and that they could not provide a credit. They insisted a technician come out to check the meter, to which he found nothing. Still haven’t received a credit because they refuse to acknowledge that their reading was incorrect or that there was a billing error.


    It also occurred during the month that they switched the tiering system used to charge our account. They refuse to investigate any further.

  • Share Charging me for an apartment I don't live at on Facebook Share Charging me for an apartment I don't live at on Twitter Share Charging me for an apartment I don't live at on Linkedin Email Charging me for an apartment I don't live at link

    Charging me for an apartment I don't live at

    by estevan, 4 days ago

    I took care of transferring service online in November of last year when I moved, I am still receiving bills for the old place. They are claiming to have not received the stop service and refuse to remove/credit the charges and demand I pay.

  • Share NO on an 11% increase to Natural Gas on Facebook Share NO on an 11% increase to Natural Gas on Twitter Share NO on an 11% increase to Natural Gas on Linkedin Email NO on an 11% increase to Natural Gas link

    NO on an 11% increase to Natural Gas

    by Mike , 4 days ago
    Xcel is proposing a nearly 12 percent increase in natural gas rates. I seriously doubt that many of Xcel Energy customers received a 12 percent cost of living increase in their paychecks last year. Based on a quick internet search Their second quarter 2025 earnings report showed earnings of $444 million. According to the Motley Fool Xcel wants a "4%-6% dividend growth objective". The Motley Fool also reported that Data center growth will drive 3% of their growth in the 2026-2030 capital plan. The website Market Beat reported that "Excel Energy's earnings are expected to grow 8.38% next year".


    Excel... Continue reading

  • Share Worst experience of my life on Facebook Share Worst experience of my life on Twitter Share Worst experience of my life on Linkedin Email Worst experience of my life link

    Worst experience of my life

    by Narrow Gate, 5 days ago
    I called Nov 7 to inform excel that the property will have a new owner on Dec 1st. On December 17 They had not yet closed my account and were still charging me. Claiming they had no record of my request. I was told they would do it that day but could not retroactive back to the Dec 1. I called again on the 20th and they again lied to me and said they had no record of my request to stop service again. Thinking it finally got handled I called again on January 5th to put another account back... Continue reading
  • 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, 10 days 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, 15 days 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, 16 days 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, 16 days 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, 18 days 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, 18 days 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?


Page last updated: 03 Feb 2026, 03:55 PM