Electricity FAQ

Electricity FAQs

Want to know more about becoming a Vital Power customer? Learn about our services below. For information on outages, safety, and reducing electricity consumption, visit our Frequently Asked Questions page.

Is Vital Power available in my community?

Vital Power sells electricity in deregulated areas across the state of Texas. Contact our customer service department at (844)227-2649 to learn if Vital Power is available in your area.

Where can I find Vital Power rate plans?

Vital Power offers a variety of service plans. For a list of our offerings, please visit our postpaid electricity page, where you can compare plans and sign up for service online. To enroll or contact us by phone, call (844)227-2649.

Do I need to make a deposit?

For traditional postpaid electricity plans, your deposit amount will be based on the results of your credit check. If you are in good credit standing, your deposit fee could potentially be waived.

What is the current per-kilowatt-hour rate?

Vital Power offers a variety of plans and pricing per kilowatt-hour. For current kilowatt-hour rates, please visit our Residential Electricity page and click on the Historical Pricing or Electricity Facts Label (EFL) link for different plans. Current rates are also available by calling (844)227-2649.

How do I sign up?

Vital Power makes signing up for service fast and easy. Click on the Sign Up button on the right side of your screen, visit the Residential Energy page, or call (844)227-2649.

Do you provide same-day activation?

Yes, Vital Power can provide same-day activation. Often within an hour with today’s new meter technology.

Can my Vital Power service start on a Saturday?

Because of scheduling requirements with electricity providers, Vital Power activates service Monday through Saturday, except for public holidays.

What are your hours of operation?

Vital Power customer service hours are Monday-Friday, 7 a.m.- 7 p.m., Saturday 8 a.m.- 5 p.m., and Sunday 9 a.m. – 1 p.m CST.

Where can I make my payments?

You can make payments online, by phone and in person.

• Online payments can be made any time by signing into your account. Login access is available at the top of every page of the Vital Power website.
• Phone payments can be made via our 24-hour automated payment interactive voice Response (IVR) system at (844)227-2672.
• Payments in person for postpaid plans can be made at Vital Power authorized payment locations. For a complete list of those locations, or to find a location near you, click here.
• Payments by mail can be made to the address listed on your monthly statement. For faster processing, please be sure to write your account number on your check.

Do you charge late fees and/or disconnection fees?

Vital Power’s late fees and disconnection fees vary by plan. For a complete list of charges, visit the Residential Electricity page and click on the Terms of Service Exhibit 1 under your designated electric plan, or call (844)674-4825 to inquire about fees.

Can I pay after disconnection and have my electrical service restored?

Yes. You have up to five days to pay the past due amount in full before your service is permanently disconnected.

If I am disconnected, how long does it take to have service restored?

Smart Meter customers can be reconnected within hours when payments are made during normal business hours. With other plans, service will be restored within one to two business days.

I would rather receive a bill. Which Vital Power plans are available to me?

Please view our residential electricity plans page for available electric plans.

I do not have enough money to pay my bill in full. What should I do?

Please contact our customer service department and ask about our payment plan options. The number is (844)674-4825.

What if I change my mind and want to cancel service?

You have up to three business days to cancel your service when you are switching providers. If you are currently a Vital Power customer, simply pay off your final balance and you are free to switch. And remember, you can come back any time.

Can I switch from a post-paid plan to a Smart Meter plan?

We’ll be happy to help you change to a more convenient plan. To take advantage of Smart Meter technology, call our customer service department at (844)674-4825. We’re here to help.

Why didn’t I get my bill in the mail?

If you have signed up for our Smart Meter Plan, you will receive your electricity balance by text, email, or phone. If you are signed up on any our our post-paid electric plans, please contact the Vital Power customer service department at (844)674-4825 to verify your mailing address.

I have a deposit with my current provider. Can I get it back?

Once your Vital Power service is activated, you may contact your previous retailer to request a deposit refund. The provider’s Terms and Conditions should be reviewed for more information.

Why do I need an inspection/permit and where do I get one?

Some city ordinances require an inspection and/or permit to be acquired before electrical service can be activated for new electricity customers. Please contact your local city inspection or permit office to request this service.

Once the inspection/permit is completed, the city will contact the Transmission Distribution Service Provider (TDSP) assigned to the area and provide a copy of the inspection/permit. The TDSP will then complete your move-in request.

What are Smart Meters?

Advanced Metering Systems (AMS) – or Smart Meters – are a leading-edge technology spreading across Texas. They’re able to capture your electrical usage in 15-minute intervals and communicate that usage information to Vital Power. Unlike old-fashioned electric meters that only measure total consumption, Smart Meters show when the energy was actually consumed.

What is a kilowatt-hour?

The kilowatt-hour is a unit of energy equivalent to one kilowatt (kW) of power expended for one hour of time. The amount of electricity you use each billing period is expressed in kilowatt-hours, which are listed on your bill. Most pricing in Texas is based on the kilowatt-hour.