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FAQ

What is the difference between a “move in” and a “switch”?

“Move-in” is when you are establishing electric service in your name for the first time in a new property. A “switch” is when you already have electric service in your name at your current residence with another retail electric provider, but you would like to switch to a different energy provider.

Does it cost to switch retail electric providers?

There is no cost to switch from your current retail electric provider to Axon Power, as long as your account is in good standing* with your current retail electric provider. Your TDU may charge you a fee if you request expedited electric service, but you will be informed ahead of time if applicable.

*Please make sure your account with your current retail electric provider is in good standing and that you will not incur an Early Termination Fees, which can be found in your Terms of Service document.

Should I contact my current retail electric provider to inform them that I am switching to Axon Power?

No, please do not contact your current retail electric provider if you are switching because this could cause confusion about your service. When you enroll with Axon Power, we will notify your old retail electric provider via a database called ERCOT.

How long does it take to switch my current service to Axon Power?

“Standard switch” selection can take up to seven (7) days to be completed. If you select a specific calendar day, your electric service will begin on that day; however, your TDU may charge a fee.

Will I be without power at any point during the switch?

No, there is no interruption in your electricity during the switching process.

Will I have to pay a deposit when I sign up with Axon Power?

You may be assessed a deposit based on your credit score. However, you may be eligible to waive your deposit if you meet the criteria below:

  • If you are Victim of Family Violence per the Texas Family Code §71.004 you may submit the certification letter from the Public Utility Commission of Texas. This letter can be found here.
  • If you are 65 years or older, and are a customer in good standing with your previous electricity provider.
  • If you are part of the LITE-UP Texas Low Income Program. To find out more information about LITE-UP Texas please click here.

What is your Refund Policy?

  • Credit balances due to over payments will be refunded within ten (10) business days of the customer’s request. If customer is no longer receiving electricity services from Axon Power, credit balances due to over payments will be refunded within sixty (60) days of the customer’s final bill. Unless a refund is requested, credit balances will remain on the account to apply to future bills. With the exception of payments made by cash, refunds will be issued in the same method of payment as the original payment (i.e., if a payment was made with a credit card, the refund will be issued to the same credit card account). If the original payment was made with cash, the refund will be issued by check.

In which areas does Axon Power offer retail electric services?

  • Axon Power offers electricity service throughout the state of Texas in deregulated areas.

How do I report a power outage?

If there is an emergency and/or you have a power outage, please call your local utility company that maintains the poles and wires in your area. Please see the list below:

Tranmission and Delivery Utility (TDU) Contact Website Serves
AEP Texas Power Outage:
(866) 223-8508
Safety Hazards/Customer Service:
(877) 373-4858
www.aeptexas.com South Texas
West Texas
CenterPoint Energy Power Outage/Customer Service:
(713) 207-2222 or (800) 332-7143
Downed Power Line:
(713) 207-2222
www.centerpointenergy.com Houston area
Nueces Electric Cooperative Power Outage/Customer Service:
(361) 387-2581 or (800) 632-9288
24-hour Emergency:
(800) 632-9288
www.nueceselectric.org South Texas
Sharyland Utilities Power Outage:
(800) 545-4513
Customer Service:
(800) 442-8688
www.sharyland.com Dallas/Ft. Worth area
West Texas
Texas-New Mexico Power (TNMP) Power Outage:
(888) 866-7456 – select option 1
Electric Emergency:
(888) 866-7456 – select option 2
www.tnmp.com Dallas/Ft. Worth area
Houston area
West Texas

What is TDU?

Transmission and Distribution Utility (TDU) Delivery Charges reflect the cost of delivery of electricity to a customer over poles and wires and other TDU facilities not including discretionary charges.  For updated TDU Delivery Charge information, please visit our website at https://axonpower.com/tdu-fee/.

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