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 XCEL Energy Refrigerator Rebate Program. on Facebook Share XCEL Energy Refrigerator Rebate Program. on 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, 11 days 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.

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    Unable to get gas turned on after fire

    by William G, about 1 month 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!
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    Power Outages - Highlands Ranch

    by Rmals, about 1 month 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.

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    Columbine Hills Outages

    by Frustrated in Columbine!, about 1 month 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".

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    Billing problems

    by Gary Christiansen, about 2 months ago
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    How outages effect people

    by Juliewicken , about 2 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
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    Their communication has been horrible

    by Do better xcel , about 2 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

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    Xcel Lies, PUC Does Nothing

    by LawsuitGeneratorORMove, about 2 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

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    In the dark

    by Steveb49, about 2 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.
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    Power Outages

    by AG, about 2 months ago
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Page last updated: 16 Oct 2025, 06:28 PM