How can we help you?
When you contact us, you’ll talk or text with a real, honest-to-goodness person who will work with you to solve any issues you might have. It shouldn’t be a revolutionary idea to bring people back into customer service, but that’s what we’re doing.
If you’ve got questions, we’ve got answers. Just choose from any of the categories below.
Enrollment and Billing
What areas and states do you serve?
We currently serve customers in the deregulated ERCOT region, which covers over 90% of Texas residents. Our service powers homes in nearly every metro in Texas including: Houston, Dallas, Fort-Worth, Plano, Tyler, Waco, south Texas, the Gulf, and west Texas including Midland. You can use your zip code on the homepage to see if you are in our service area.
How do I choose a plan?
Every plan is as unique as you. Just choose the appropriate home or apartment size, customize for your energy needs, select any additional options, and that’s it.
How long until my power is turned on?
In most homes or apartments with existing service from another provider, we can switch you over the same day. If you’re moving to a new home or apartment, our team will work with you to get you set up and running in as little as three days.
When will I get my first bill?
For electronic billing, your bill will be available at the beginning of the next billing cycle (which is not the same as your enrollment date).
For paper billing, your bill will be mailed at the beginning of the next billing cycle and you should receive it within 2-3 days.
How can I pay my bill?
You can pay your bill electronically through our online payment portal.
Or you can pay your bill over the phone by calling 1 855 BKV 4PWR (258-4797).
Or you can pay your bill by mail by including a signed check in the return envelope we have provided with your paper statement.
Why did my bill amount change from last month?
Your energy usage will vary from month to month. Typically, usage is heavier in the summer and winter months since air conditioning and heating are two of the heaviest load factors for power draw.
It could also be the case that your rates have increased as the rate-lock period in your plan has ended. If you would like to reexamine those rates, please contact us and we will be happy to help you.
Will my home be powered by electricity or gas?
We provide your home with electricity. We source natural gas that we turn into electrical power which is then fed into the power grid.
How is my energy measured, in kilowatt hours or cubic feet?
The electricity we provide is measured in kilowatt hours (KWH) and that is the metric you will see on your bill each month.
Do I need a special kind of meter to get energy from BKV?
No. Currently, we do not require any special meter to power your home. There is no need to install or modify anything. As long as your home or business is prewired and connected to the power grid, we can get you up and running, sometimes as soon as the same day.
Will I have to pay a deposit to start my service?
A deposit may be required depending on your payment history and your credit score. If so, you’ll need to pay the required deposit before your service can start. Your deposit amount will be calculated at the time of your enrollment request.
Are there options to waive my deposit?
See if you are eligible to have your deposit waived with the 3 deposit waiver options below! If you choose to pay the deposit, it will be returned to you with interest after one year as a customer in good standing with BKV Energy.
History of Good Standing
If you have had exemplary payment history on your electricity bills for the last 12 consecutive months, you are eligible to have your deposit fee waived. Please contact your current electricity provider to provide a credit reference letter on your behalf confirming that you have not had a late bill payment more than once in the last 12 months and either upload during the enrollment process or email it to us at [email protected]
Victim of Family Violence
If you are a victim of family violence, you are eligible to have your electric service deposit waived. Please send us a completed and signed certification letter from the Texas Council on Family Violence by either uploading it during the enrollment process or emailing it to us at [email protected], and we will be happy to get you enrolled.
65 Years or Older
If you (or your spouse) are sixty-five years of age or older, you are eligible to have your deposit waived. Please send us a valid form of identification (such as a state issued driver’s license/ID and/or passport) by either uploading it during the enrollment process or emailing it to us at [email protected]. You must not have any overdue electricity payments
Someone in my household, who is permanently residing at home, has been diagnosed by a physician as being dependent upon an electric-powered medical device to sustain life. Are there any protections available to our household?
The Customer Protection Rules of the Public Utility Commission of Texas (PUCT) provide that certain customers may be eligible for designation as Critical Care or Chronic Condition Customer (Residential).
Please be aware that chronic condition or critical care status does not guarantee an uninterrupted, regular, or continuous power supply. If electricity is a necessity, you must make other arrangements for on-site back-up capabilities or other alternatives in the event of loss of electric service
Critical Care or Chronic Condition Customer (Residential) – A copy of the PUCT application is provided here for your convenience. Link
What other fees could I see on my bill?
In ERCOT, TDSPs (Transmission Distribution Service Providers) calculate delivery charges that appear on customer bills. These charges are either fixed fees (One Time Charges) or based on electricity usage (Pass-through Charges). Some TDSPs also charge different rates depending on the type of meter reading/recording system used. These charges cover the cost of setting up accounts, transmitting and distributing electricity, and other related expenses.
What are TDSP one-time charges?
These are one-time charges that people can be charged when they set up their electricity service or switch providers. They cover the cost of setting up an account, connecting to the power grid, and reading or maintaining the meter.
What is a Move-In Charge?
A Move-In Charge is a fee that is charged when you establish service with a utility or TDSP at a new address. It covers the cost of setting up your account and connecting your home to the electric power grid.
What is a Priority Move-In Charge?
Similar to a regular Move-In Charge, a Priority Move-In Charge is intended for customers who need to establish service on an expedited basis, such as within 24 hours or less. It is typically more expensive than a standard Move-In Charge.
What is an Emergency Switch Charge?
An Emergency Switch Charge is a faster service than a Priority Move-In Charge, used for situations where power has been shut off and needs to be restored for medical and other emergency situations where critical or sensitive equipment is involved. Typically, it is processed within a couple of hours.
What is a Switch Charge?
A Switch Charge is a fee that is charged when you switch from one utility or TDSP to another. It covers the cost of disconnecting your service with one provider and connecting it with another.
What is an Inadvertent Switch Charge?
An Inadvertent Switch Charge is a fee that is charged when you switch to a provider you didn’t intend to switch to, either by accident or fraudulent activity, or if the customer exercises a “right of rescission.”
What is a Meter Read Charge?
A Meter Read Charge covers the cost of reading your electric meter, which is typically done monthly. This charge may be listed as a separate line item on your power bill, or it may be included in the cost of your electricity usage.
What is a Meter Installation or Removal Charge?
A Meter Installation or Removal Charge refers to a fee charged for the installation or removal of a meter at a residential or commercial property. This fee covers the cost of labor and materials involved in the installation or removal process, which typically includes tasks like installing a new meter socket, connecting the meter to the electrical service, and testing the meter for accuracy.
What is a Temporary Service Connection Charge?
A Temporary Service Connection Charge is a fee that is charged to cover the cost of providing temporary electrical service to a residential or commercial property. This type of charge is typically incurred when a customer needs electrical service for a short period of time, such as during construction or renovation of a property, or when a customer needs temporary electrical service while waiting for permanent service to be established.
What is an Inaccessible Meter Charge?
An Inaccessible Meter Charge is a fee that is charged when a customer’s electrical meter is not accessible for reading or maintenance. Typically incurred when the meter is in a location that is difficult to access, such as in a locked building or behind a locked gate, and the utility or TDSP needs to temporarily disconnect the customer’s service until they can read the meter, perform maintenance, or replace the meter.
What are TDSP pass-through charges?
Electricity bills in ERCOT have a line item called “Energy Delivery Charges” that includes all the costs to send electricity from the power source to your home. This includes the transmission, distribution, generation, service and energy adjustment charges. The cost varies depending on the amount of electricity used and the time of day. These are passed through from the TDSP by your electricity provider, who has no hand in them.
What is a Transmission Charge?
This charge includes the cost of transmitting electricity from the power source to your home. The transmission charge depends on your electricity usage and may vary depending on the time of day.
What is a Distribution Charge?
This fee includes the cost of distributing electricity to your home. The distribution charge is based on the amount of electricity you use and may also vary depending on the time of day.
What is a Generation Charge?
This fee includes the cost of producing the electricity that you use. The generation charge is based on your electricity usage and may be determined by your utility or a separate entity, such as a Retail Electric Provider.
What is a Service Charge?
This fee covers the cost of maintaining your account and providing customer service. It is a fixed charge, typically a flat $5 – $15 a month, and does not depend on your electricity usage.
What is the Energy Adjustment Charge?
This charge may also be referred to as Power Cost Adjustment, Fuel Charge, or something similar. This charge is applied when changes in the electricity and natural gas markets require an adjustment to the base generation charge to cover the costs of generating power. The Energy Adjustment Charge also allows the TDSP to bypass rates that are locked for a specific period, such as quarterly, biannually, or annually, especially when the utility is required to submit and comply with a rate case to the PUC.
What are TDSP Meter Reading System fees?
Depending on the type of meter reading or recording system that a customer uses to track their electricity usage, the delivery charges may vary. Here are some of the common types of meter reading systems:
Advanced Metering System – Monthly (AMS-M): This charge is applicable to customers who have an advanced meter installed at their home that measures electricity usage in real-time and sends that usage data to the utility or TDSP on a monthly basis.
Advanced Metering System – Real-Time (AMS-R): This charge is similar to AMS-M, but the usage data is sent to the utility or TDSP in real-time, which enables more precise and accurate billing.
Non-Advanced Metering System (Non-AMS): This charge is for customers who don’t have an advanced meter installed at their home. These customers are usually billed based on an estimate of their electricity usage, which is determined by the utility or TDSP.
Who do I call to report an outage?
Visit our Outages page to report an outage in your area.
Regional TDUs (Transmission and Distribution Utilities) own and are responsible for maintaining the electrical wiring across the Texas power grid. Your local TDU will have the latest updates on the status of an outage and are the best source of information for timelines. In the meantime, we’re doing everything we can to ensure uninterrupted power continues to flow from our plant to grid, and on to your home. Click through to our Outage page for information on how to contact your local TDU. Your calm and collected information will help us assess the extent of the outage as we try to locate and resolve the source of the issue.
Will I be notified in the event of an outage?
We are not able to reliably alert customers about ongoing outages. If an outage is affecting a large area or parts of the grid will be undergoing repairs, we will do our best to notify you ahead of time so you can plan accordingly.
How long does it take to fix an outage?
From a cut ground wire affecting a single customer to major power grid issues affecting millions, it’s difficult to predict how long an outage will last.
Regional TDUs (Transmission and Distribution Utilities) own and are responsible for maintaining the electrical wiring across the Texas power grid. Your local TDU will have the latest updates on the status of an outage and are the best source of information for timelines. Click through to our Outage page for information on how to contact your local TDU.
Why does sustainable energy matter?
For our 100% renewable energy plans, we source and provide sustainable energy for the future—yours, ours, everyone’s. If we don’t make a change in how the world procures energy today, it’ll be that much harder tomorrow. Sustainable energy not only makes a positive impact in the world, but it will save you and us money in the long term.
What is carbon capture, carbon utilization and carbon storage/sequestration?
Carbon Capture, Utilization and Storage (CCUS) is a vital part of reaching net zero emissions. CCUS helps mitigate climate change by providing low-carbon dispatchable power, ensuring the low-carbon grid of the future is resilient and reliable.
What’s the difference between sustainable, renewable and green energy?
Sustainable energy provides power today without sacrificing the ability to provide it in the future.
Renewable energy taps an unlimited resource that will theoretically never run out.
Green energy uses natural resources like light, wind, water and others to provide energy without any carbon emissions.
As we work toward net zero emissions, we focus on providing reliable energy today that is sustainable for the future. Even with the growth of renewable energy, there will remain a need for dispatchable and efficient generation. As older, dispatchable generation is retired, highly efficient gas plants, like those operated by BKV, will be the primary dispatchable generation that provides the grid stability and reliability. We know that small steps in the right direction will get us there faster than waiting years to make one large leap.
What is a Renewable Energy Certificate?
Renewable Energy Certificates (RECs) are instruments that certify the bearer owns one megawatt-hour (MWh) of electricity generated from a renewable energy resource.
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Still need help?
If you have a question or comments about service, your account or anything else that has not been addressed by the above FAQs, please contact us using the email form provided. We will get back to you as soon as possible.