Coronavirus and Our Customers

As health officials across the country work to control the spread of the coronavirus, we want to ensure our customers that we are here for you.

If you are having trouble paying your energy bill due to the effect of COVID-19, there are options available.


COVID-19 Electricity Program

The state of Texas has created the COVID-19 Electricity Relief Program to help protect customers who are low income or unemployed as a result of COVID-19. Eligible customers will temporarily receive protection from disconnection. Those who receive assistance through Snap or Medicaid should be automatically enrolled in this relief program. Those who have recently filed for unemployment with the Texas Workforce Commission may be eligible as well and should call to confirm eligibility with the third-party administrator, Solix. The length of the program is determined by the Public Utility Commission and is currently set to extend through August 31, 2020.

To enroll, you must:

  • Enroll online or by calling Solix at 1-866-454-8387
  • Provide the first and last name of the account holder
  • Confirm the service address with city and ZIP code

You may also need to provide your account number, ESID (can be found on your electricity bill), the last four digits of the account holder’s Social Security number (SSN) and/or the telephone number associated with the account.

After enrolling, eligible participants are required to submit both their electricity bill and a copy of their acceptance from the Texas Workforce Commission within 30 days to Solix via:

Contact us once this information has been submitted, so we can work with you to find a payment arrangement.


Payment Extension

A payment extension allows extra time beyond your original due date to pay your balance without fear of disconnection. Eligible customers should note that they need to:

  • Call us prior to the disconnection notice due date to request the extension
  • Be prepared to pay a disconnection notice fee (if a disconnection notice was issued) and a disconnect recovery fee

Rest assured, you will not be charged a 5% late fee penalty for delinquent bills for electricity service, if you’re protected by the COVID-19 Electricity Relief Program detailed above.


Deferred Payment Plan

As part of the COVID-19 Electricity Relief Program, deferred payment plans will be offered to all customers, upon request. A deferred payment plan allows you to pay the balance you owe in installments along with your regular monthly bill.

A reminder that if you agree to a deferred payment plan, you will not be able to switch to another electricity provider until your deferred balance is paid in full. Amounts you owe for enrollment deposits, final bills and write-off amounts may not be included.

Any customer who requests a deferred payment plan should note that they need to:

  • Pay 50% of what you owe up front
  • Be prepared to pay the rest in installments along with your next few current monthly bills (invoices)

Additionally, if you’re seriously ill, you may qualify for other options.

Please contact or chat us to see what your financial options are, whether it’s a payment extension or deferred payment plan or to confirm enrollment in the relief program.

For those customers who are currently at home, we recommend taking energy-saving steps to reduce power usage, like unplugging infrequently used electronics, raising your thermostat (if comfortable and safe to do so), and using natural light and fans rather than overhead lighting and AC.

Continue to rely on resources like the CDC for more information about COVID-19 and take steps, like practicing social distancing and washing your hands, in order to minimize the virus’ impact.

In our nearly 23 years as a company, our mission to serve our customers and help protect the planet has never wavered. We’re here to help members of our Green Mountain Energy community as we face these challenging times and will be in contact as new developments around the coronavirus emerge. Now, more than ever, thank you for being a part of making our planet a cleaner, greener place to be.