V247 Power FAQ
Q: What are your business hours?
A: Our customer service team is available Monday – Friday 8:00AM – 6:00PM via online chat and phone line. After business hours, we can be reached by email.
In the event of a power outage or emergency, please call:
Centerpoint Energy 1.800.332.7143
Oncor Electric Delivery 1.888.313.4747
Texas New Mexico Power 1.888.866.7456
Nueces Co-Op 1.800.632.9288
Q: How do I enroll for new services with V247 Power?
A: For residential service, simply enter your zip code on the Home Page and select a plan; it’s that easy! If you have any questions our customer service team is available via phone, chat, or our Contact Page to answer any questions you may have.
For commercial service, please contact us directly using our toll free number 1-855-888-9888 (Monday-Friday, 8am-6pm CST) so that we may provide you with a commercial quote. Simply dial the toll-free number, select your language preference, press option “1” for new service and then option “2” for commercial and you will be on your way to receiving straightforward and competitive price quotes for your business!
Q: What is the difference between V247 Power and my Transmission and Distribution Service Provider (TDSP) also known as Transmission and Delivery Utility (TDU)?
A: V247 Power is a Retail Energy Provider (REP), and your local TDSP is a regulated entity that delivers electricity to your home. V247 Power is able to purchase electricity on the competitive market and sell it to our customers. Your TDSP is responsible for the physical delivery of electricity to your meter through the distribution system.
Q: How do I compare plans?
A: A great first step is the Electricity Facts Label (EFL). The EFL lays out all fees and charges that accompany the plan. You can also find additional information and disclosures relating to renewable content of the product and other key terms and questions. V247 Power provides products that are simple and easy to understand. If you have any questions please contact our customer service team and one of our agents will be happy to assist you.
Q: Where can I find my account number?
A: Your Account Number is a unique set of 10 digits given to you when you enroll for service with V247 Power. This number can also be located at the top of your invoice above your name. When contacting our customer service department, we ask that you provide us with your account number so we may quickly locate your account.
Q: If I switch from my current electricity provider, will my reliability be affected?
A: Your local TDSP is not allowed to provide different levels of electrical reliability to customers who have chosen to switch suppliers. When you switch to V247 Power, you will continue to receive the same level of delivery quality, emergency response, and meter reading from your TDPS.
Q: Do you charge a fee to switch from my current provider to V247 Power?
A: V247 Power does not charge any switching fees however your local Transmission and Distribution Service Provider (TDSP) may charge a fee based on your requested service start day and meter type. Please call our customer care department at 1.855.888.9888 for further information.
Q: How do I access my online account?
A: You would first need to register an account. On top of this page, click on Manage My Account, and then, Register Now using your account number provided upon enrollment. Simply create a user name and password and you are all set!
Q: How can I pay my bill?
A: You can pay your bill through our Manage My Account portal. We accept all major credit cards (Master Card, Visa, American Express, and Discover), electronic ACH, mailed checks, and cash via ACE Cash Express, HEB, Kroger, and other major grocery chains. You may also pay your invoice by coming to our office during normal business hours. V247 Power also provides you with the flexibility of making your payment by phone. Simply call 1-855-888-9888, select your language preference then select option “2”. Have your account number ready and follow the automated prompts to complete your payment.
Q: What are TDU Delivery Charges and do all electric providers have them?
A: You will see a line item on your bill labeled “TDU charges”. These charge are from your local Transmission and Distribution Utility (TDU) which is the company that maintains and services the poles and wires for electricity delivery. Regardless of your TDU, Retail Energy Providers (REPs) such as V247 Power are charged for delivery however the charges may be displayed differently on the bills.
Q: What options do I have if I cannot pay my bill?
A: If you are unable to pay your bill by the due date you may be eligible for a payment arrangement (PA) or a Deferred Payment Plan (DPP). Please contact our Customer Care Team at 1-855-888-9888 to see if you qualify. You may also visit www.tdhca.state.tx.us/texans.htm or contact 2-1-1 Texas to ask about agencies in your area that offer bill-payment assistance programs.
Q: What happens if I miss a payment or am late on a payment?
A: If your payment is not received by the due date stated on your bill, you will be assessed a late fee penalty equal to 5% of the past due amount, less any charges for which you have already been assessed a late fee. A disconnection notice will be sent to you providing you with an additional 10 days to make a payment before your account is subject to disconnection for non-payment.
Q: What is a Payment Arrangement?
A: A Payment Arrangement (PA) is a short-term extension of the due date for the full amount of your past-due balance. The PA provides you assurance that your account will not be disconnected during the term of the extension. This type of arrangement is offered to customers that have received their Disconnection Notice and contact customer care prior to the expiration date of the notice. If you meet the criteria for a Payment Arrangement, you have five (5) days to pay your past due balance in full.
Q: What happens if I default on a Payment Arrangement?
A: If you have not paid your past –due balance in full by the agreed-upon date a Disconnect Order will be issued for your service address.
Q: What is a Deferred Payment Plan?
A: A Deferred Payment Plan (DPP) is a formal agreement between you and V247 Power, allowing you to pay an outstanding due amount in installments to prevent disconnection of service. If you meet the eligibility requirements, a switch hold will be placed on your account and the installment amounts will appear on your invoice each month until the balance is paid in full. You are required to pay your total due amount which includes the DPP amount each month by the bill due date. If your payment is not received in full by the bill due date, your DPP will be in default.
Q: What happens if I default on a Deferred Payment Plan?
A: If you default on your Deferred Payment Plan (DPP) with V247 Power, you will receive a letter indicating that the entire DPP amount is due immediately. You will not be eligible for another DPP for 12 months.
Q: Can I pay my installment balance off early?
A: You can pay your installment plan balance off early, but please contact us at 1-855-888-9888 to deactivate your installment plan for billing purpose.
Q: Does V247 Power offer Average Billing?
A: Yes. V247 Power offers residential customers an Average Billing Plan which helps you smooth out seasonal highs and lows in your monthly electricity bills so you have more predictable monthly payments. There is no fee to participate in Average Billing however, you are not eligible for an Average Billing Plan if you currently have a past due balance. For more information on Average Billing, please contact customer care at 1-855-888-9888.
Q: Who do I call in the event of a power outage?
A: Interruption in you electric service can be caused by two main reasons. 1) If your service has been interrupted as a result of disconnection for non-payment, you must pay V247 Power the amount listed on your Disconnection Notice to restore service. You can contact customer service during normal business hours 1-855-888-9888, select option “2” for automated payments, or option “3” to speak with a live agent. You can also make a payment through your online account, or in-person at any ACE, HEB, or Kroger. Once payment has been received by V247 Power and posted to your account, our system sends out a reconnection transaction to the utility to restore service. Reconnection will typically take less than two hours if your home has a Smart Meter. If your home or business has an analog meter, reconnection could take up to 24 – 48 hours depending on the workload of the technician.
2) If your service has been interrupted by a natural disaster or severe weather, or if there is an outage in your area, please contact your TDSP provider listed below:
AEP 1.877.373.4858 or click here
Q: How do I transfer my V247 Power service to a new address?
A: You can transfer your existing service by contacting our customer care team at 1-855-888-9888 (Monday-Friday, 8am – 6pm CST); or via Email. You can also request Transfer of Service through our contact form. Please be sure to provide 1) the date you would like to stop service at your old address, 2) the date you need service at your new address, and 3) your new service address. After providing these three pieces of information, our customer care team will initiate the Transfer of Service and you will be notified by email once the utility accepts the request for service at your new address.
Q: Is there a fee to transfer my service?
A: V247 Power does not charge you a fee to transfer your service. However, you may be assessed a one-time connection fee by the Transmission Distribution Service Provider (TDSP) for your new service address on your first bill at your new location. This fee is included in the Delivery Charges line item of your bill. If you have a bundled service plan, you will see this charge appear as a one-time fee for the local utility charge for connection of service at your new location.