Xcel Energy Outages, Billing and Customer Response

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Are you looking to provide feedback on the December Public Safety Power Outage?
Please visit the PSPS feedback page here.


Beginning in 2024, the Public Utilities Commission noticed a significant increase in complaints and comments from the public regarding outages and billing issues on Xcel Energy's electric system. Media outlets across the state also reported on the outages. In response, the Commission ordered staff to open an investigation into these issues, which found the following:

  • Xcel customers have been experiencing a trend of more outages and outage minutes since 2015, even after accounting for severe weather events
  • System-wide outage minutes in 2024 were significantly higher than the trend between 2015-2023
  • Outages were widespread across Xcel’s service territory in Colorado
  • Wildfire Safety Operations were a significant driver of outages in 2024 but did not fully account for higher levels of outages
  • The 15 worst performing feeders--which transmit power from a power source, such as a substation or distribution point, to consumers--account for a substantial portion of 2024 outage minutes
  • Low staffing levels for customer service personnel corresponded with significant drops in customer service performance
  • Consumers are experiencing a high number of billing complaints with unusually long resolution timelines.

Xcel responded publicly to the Commission investigations, acknowledging the challenges customers faced in 2024 and committing to improving performance in each of these areas. The Commission then ordered Xcel to report quarterly on a variety of outage and customers service metrics.

As the PUC continues to receive complaints from Xcel customers on these issues, we have created this new, easy-to-use platform for customers to share their experiences and ideas. This input will help the PUC better understand the scope of remaining issues as it determines next steps. Information collected here will be added to Proceeding Number 25M-0265E.

As this proceeding moves forward, we will provide updates through this tool.

Are you looking to provide feedback on the December Public Safety Power Outage?
Please visit the PSPS feedback page here.


Beginning in 2024, the Public Utilities Commission noticed a significant increase in complaints and comments from the public regarding outages and billing issues on Xcel Energy's electric system. Media outlets across the state also reported on the outages. In response, the Commission ordered staff to open an investigation into these issues, which found the following:

  • Xcel customers have been experiencing a trend of more outages and outage minutes since 2015, even after accounting for severe weather events
  • System-wide outage minutes in 2024 were significantly higher than the trend between 2015-2023
  • Outages were widespread across Xcel’s service territory in Colorado
  • Wildfire Safety Operations were a significant driver of outages in 2024 but did not fully account for higher levels of outages
  • The 15 worst performing feeders--which transmit power from a power source, such as a substation or distribution point, to consumers--account for a substantial portion of 2024 outage minutes
  • Low staffing levels for customer service personnel corresponded with significant drops in customer service performance
  • Consumers are experiencing a high number of billing complaints with unusually long resolution timelines.

Xcel responded publicly to the Commission investigations, acknowledging the challenges customers faced in 2024 and committing to improving performance in each of these areas. The Commission then ordered Xcel to report quarterly on a variety of outage and customers service metrics.

As the PUC continues to receive complaints from Xcel customers on these issues, we have created this new, easy-to-use platform for customers to share their experiences and ideas. This input will help the PUC better understand the scope of remaining issues as it determines next steps. Information collected here will be added to Proceeding Number 25M-0265E.

As this proceeding moves forward, we will provide updates through this tool.

Share Your Story

Have you had an experience with Xcel's customer service follow up? Or an outage experience? We'd love to hear from you. 

Note: These stories are posted publicly but your name does not need to be included. Please do not share identifying information if you wish to remain anonymous. 

Thank you for sharing your story with us.

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  • Share This is ridiculous on Facebook Share This is ridiculous on Twitter Share This is ridiculous on Linkedin Email This is ridiculous link

    This is ridiculous

    by Christy , 3 days ago

    We are locked into Xcel for our power and our bill doubled in Feb from Jan. It is only my husband and I, and we are not home from 8-5 M-F. We unplug everything we aren’t using and we set our thermostat at 65. The weather in CO has been unusually warm so the heater isn’t kicking on at all during the day. How is the bill so high??!

  • Share From $90 to $520 on Facebook Share From $90 to $520 on Twitter Share From $90 to $520 on Linkedin Email From $90 to $520 link

    From $90 to $520

    by Gypsy , 5 days ago
    My average electric bill is $90-98 during the winter and at $120 in the summer. My last bill with Xcel was $520 and nothing else had changed. I have lived in my home since 2015 and never seen a bill this large even with all my kids living there.
  • Share upset and insulted # 2 No * with same concerns on Facebook Share upset and insulted # 2 No * with same concerns on Twitter Share upset and insulted # 2 No * with same concerns on Linkedin Email upset and insulted # 2 No * with same concerns link

    upset and insulted # 2 No * with same concerns

    by upsetandinsulted #2 N0 * same concerns, 6 days ago
    Guess I can't start a complant about Xcell Enegry with the expetive (with stars****) that came out of my mouth when I received the last Xcell Energy bill.

    So I am rewriting the beginning of this complaint with the same body. different beginning.

    Engage Colorado DORA rejected my comment and my letter has vanished...Literally Vanished.

    Very frustrating as I was going to copy and post the body of my letter as it was a ligitmate complaint as felt by many others. New letter same complaints and requests.

    The increase in our utility bills every month is unnerving. This month in... Continue reading

  • Share Rates Doubled on Facebook Share Rates Doubled on Twitter Share Rates Doubled on Linkedin Email Rates Doubled link

    Rates Doubled

    by KillerVibez, 6 days ago
    My bills have doubled the 2025-2026 compared to the winter of 2024 -2025. The temperatures are not comparable. I am an all electric house. The need for heat has been unnecessary many days. I have the thermostat set at the same temperature during the winter at 67. There is no way electricity use has doubled some months. Xcel is scamming people and should not be able to get away with it.
  • Share average billing becomes the same problem no matter what you try on Facebook Share average billing becomes the same problem no matter what you try on Twitter Share average billing becomes the same problem no matter what you try on Linkedin Email average billing becomes the same problem no matter what you try link

    average billing becomes the same problem no matter what you try

    by mengelcooks, 8 days ago

    So Xcel just gets to charge double whenever it wants and there is nothing you can do about it. Who in power in this state will do anything to help consumers about it? it’s been a record warm winter. There’s literally no reason that I should have a doubled energy bill, even when we had a purposeful blackout to avoid wind damage. This is an outrage and nobody in power is going to help the people of Colorado

  • Share Another Xcel rate hike? on Facebook Share Another Xcel rate hike? on Twitter Share Another Xcel rate hike? on Linkedin Email Another Xcel rate hike? link

    Another Xcel rate hike?

    by Colofornia resident, 8 days ago
    I have unfortunately lived in Colorado for over 60 years. Every time Public Service aka Xcel asks for a rate increase, P.U.C. always bends over to them. With sky high inflation, we do not need another price increase. What does the P.U.C. and Xcel think, we the public, have ? Unlimited resources? Maybe the vast majority, who moved here from California have unlimited funds, but retirees dont.
  • Share All billing from Xcel needs 3rd party auditing on Facebook Share All billing from Xcel needs 3rd party auditing on Twitter Share All billing from Xcel needs 3rd party auditing on Linkedin Email All billing from Xcel needs 3rd party auditing link

    All billing from Xcel needs 3rd party auditing

    by Rate-Justice, 8 days ago
    Usage down from last year yet our bills are higher. There is something fundamentally broken with variable billing. Something is gravely wrong with Xcel in general with their billing and leadership pay incentivized to max shareholder returns vs returning value to ratepayers who need to be the real shareholders. A grave conflict of interest is at play and there needs to be independent 3rd parties to evaluate billing methods, compensation packages, conflicts of interest and report their findings.
  • Share Xcel's Outrageous Rate Increase on Facebook Share Xcel's Outrageous Rate Increase on Twitter Share Xcel's Outrageous Rate Increase on Linkedin Email Xcel's Outrageous Rate Increase link

    Xcel's Outrageous Rate Increase

    by GMJ, 9 days ago

    How is it even remotely possible that my bill has doubled from last month? Your claim that I somehow used 50% more energy is absolutely ridiculous. I am out of my home from 7 AM to after 6 PM, and my thermostat stays at 50 degrees. There is NO scenario where that kind of usage spike makes sense.

    When I look at my bill, my peak‑hour usage barely reaches $100. So again where is the rest of this inflated, unjustifiable charge coming from? The numbers don’t match reality, and I refuse to accept vague excuses or... Continue reading

  • Share Xcel's Outrageous Rate Increase on Facebook Share Xcel's Outrageous Rate Increase on Twitter Share Xcel's Outrageous Rate Increase on Linkedin Email Xcel's Outrageous Rate Increase link

    Xcel's Outrageous Rate Increase

    by hardinsm, 10 days ago

    Greetings, received our Xcel Energy Bill this morning with a 48 percent increase from last month. We keep our thermostat at 66 degrees, and follow all of the latest energy conservation practices to keep our energy bills as low as possible. I heard that Xcel Energy had raised the cost of their services, Gas/Electric, but an increase of 48 percent increase is ridiculous. This winter has been one of the warmest in decades, and this increase is criminal in my opinion. I believe Xcel Energy has a monopoly as an energy provider in many locations in Colorado where customers have... Continue reading

  • Share Energy bill doubled year on year due to alleged increased KW hour usage on Facebook Share Energy bill doubled year on year due to alleged increased KW hour usage on Twitter Share Energy bill doubled year on year due to alleged increased KW hour usage on Linkedin Email Energy bill doubled year on year due to alleged increased KW hour usage link

    Energy bill doubled year on year due to alleged increased KW hour usage

    by Rk_Dave, 10 days ago

    My energy bill doubled year on year in January and February. Closer examination showed that the electricity usage in KW hours allegedly increased 50%. I contacted Xcel and they kept telling me the cost increase was TOU. I kept trying to tell the person I wasn't questioning the cost per KW hour but the alleged usage increase, but it fell on deaf ears. I believe the alleged increase in power usage occurred about the time they installed the new smart meter.

Page last updated: 07 Mar 2026, 12:36 PM