FAQs

Here you’ll find basic information about your electricity service. Don’t see what you’re looking for? Contact us.

 

What is electricity deregulation?

Electricity deregulation involves the unbundling of functions traditionally served only by regulated utilities. Historically, utilities owned and/or controlled the generation, transmission and distribution of electricity. However, customers in deregulated energy markets are now able to choose their own electricity supplier. The transmission and distribution functions are still regulated and as such will still be controlled by the local utility. Electricity deregulation enables you to shop for the optimal electricity product, whether based on low price, price certainty or other factors important to your business.

Why should I switch to Think Energy?

We value transparency and lasting relationships with our customers. At Think Energy, we make it our top priority to provide you with information you need to not only make an informed decision about your service provider, but also the knowledge that will empower you to make the best decision for you, your family or small business.

What is the difference between Think Energy and my Local Utility?

Retail choice is offered in states with deregulated markets where retail competition is provided. This gives customers the right to purchase energy from competitive suppliers, like Think Energy. Competitive retail suppliers provide a variety of service plans that give consumers flexibility in their energy purchases. Many provide products that help protect residential and commercial customers from price changes in the market. They also provide more choices for alternative energy resources, newer energy efficiency projects, and other services. Ultimately, retail choice allows consumers to choose the services that best meet their needs.

Your local utility is responsible for operating and maintaining the electricity delivery system, like the poles and wires that deliver electricity to your home or business and reading your meter. Your utility will continue to respond to any service calls and emergencies.

How can I calculate my bill if I’m a Texas customer?

If you know your usage, we can help you calculate an estimated bill. After you’ve put in your zip code on our home page, click the ‘Calculate Your Bill’ link under the term description for the plan you’re interested in. A pop-up will appear. Input your specific monthly usage in the box and click ‘Calculate’. This will show your estimated average bill, which includes our energy charge and the utility’s TDSP charges. Please note that you may be subject to nonrecurring charges that are not included in the estimated bill average.

If you’re not sure how much electricity you’ll use in your new home, it’s best to keep it simple with a low fixed rate.

I’m located in Texas. What’s the difference between a switch and a move-in?

If you are moving to a new address or need power turned on at your location, you will need to select a move-in. A standard move-in can take up to 5 business days if a meter is already installed. A future start date will take place on the day that you choose. If you need power within 24-48 business hours, select a priority move-in. There may be an additional charge from your utility for selecting a priority move-in.

If you are currently receiving electricity at your residence and considering changing providers, you can request a switch. A standard switch takes between 3-5 business days. A self-selected switch date will take place on the day that you choose, but there may be an additional charge from your utility for selecting this option.

I’m a Texas customer wanting to enroll, but I noticed there’s a credit check. Will the credit check affect my credit score?

No. Think Energy does not do a “hard pull” on your credit report.

I’m a Texas customer wanting to enroll. Why is your system saying I need to pay a deposit?

There are many reasons why a deposit could be required. Some common reasons why a deposit is required are:

1) You have a credit freeze/lock on your account, which triggers a deposit because we could not access your information.

2) We were unable to locate your credit profile.

3) A typo was entered during your enrollment (e.g., name, driver’s license number, Social Security number).

4) Your credit score did not meet our credit threshold.

Does Think Energy waive deposits?

Yes, in some cases Think Energy can waive a customer’s deposit. You may qualify if you are able to provide one of the following documents:


Letter of Credit: Ask your most recent electricity provider for a letter of credit detailing 12 consecutive months of payment history with no more than 1 late payment and we will waive your deposit.


Low Income: Letter to prove ‘Low Income’ status by a governmental entity or government funded agency.


Military Veteran: Government issued Military ID- Active Duty & Reservist, DD214 for Veterans or Government issued Veteran ID.


65 or Older: State issued identification card, Driver's license from the United States, or Passport.


Medical Indigency: Certification letter establishing that you are medically indigent.


Victim of Family Violence: Certification letter from Texas Council on Family Violence or applicable government agency.


Please email customercare@mythinkenergy.com with your documents attached and include your name, service address, daytime phone number and best time to reach you. Documents must be valid and not expired. Allow 48 hours for an Account Specialist to respond.

I just enrolled, and I’m located outside of Texas. When does my service begin with Think Energy?

Your service will begin with your next available meter read date after your utility has processed your enrollment.

How will I be billed?

If you're a Texas customer, you will receive your electricity bill from Think Energy after your account becomes active. The bill will include our charge for your energy consumption as well as TDSP charges from your local utility company.


If you are not located in Texas, you will continue to receive your regular bill from the local utility company every month. Think Energy will show as a line item on your bill once your switch has been completed. This line item includes your energy charges plus applicable taxes. You will continue to be charged by the utility for distribution related charges.

Who do I contact if I experience a power outage?

With a service interruption or power outage, your utility is your first point of contact. In the event of a power outage, please contact your local utility company.

How will you use my contact information?

The information we collect is for the purposes of providing an accurate price quote for your energy needs. We protect your personal information and do not resell it to any independent third parties.

What if my business is tax exempt?

All tax exempt customers must provide a completed, signed tax exemption certificate to our Care Center. Forms may be submitted via fax to 800-627-8813 or via email to customercare@mythinkenergy.com.

How do I obtain Critical Care status?

If you or a resident in your household has a chronic condition requiring electric-powered medical devices, you may be eligible to obtain Critical Care status.

You can apply for Chronic Condition or Critical Care status by following this link: https://www.puc.texas.gov/industry/electric/forms/critical/ccform.pdf.

Spanish version:
https://www.puc.texas.gov/industry/electric/forms/critical/ccform_spanish.pdf

For your application to be considered, the form must be submitted directly to your TDSP (local utility company) by your physician. Your application will not be processed if any of the information is incomplete or if the form is submitted incorrectly. Once your application has been reviewed, your TDSP will send you a notification containing the final status decision. If Chronic Condition or Critical Care status is obtained, you are still obligated to pay for your electric service. Failure to do so may result in disconnection of service.

If you or your physician have any questions regarding the application, you can contact your local TDSP by calling the corresponding telephone number provided on the form.


If you have any questions, please don't hesitate to contact our customer care team at (888) 923-3633.