The power just went out, and the first instinct is to call the company that sends your electric bill. In Texas, that is the wrong number. Your retail electric provider does not own a single power line, pole, or truck. The company that actually restores your service is a separate utility, and knowing the difference can save you a long wait on hold during an outage.
Your provider sells the power. A different company delivers it.
In deregulated Texas, the electricity business is split into two roles:
- Your Retail Electric Provider (REP), the brand on your bill (for example, an Ambit Energy plan). They buy power on your behalf, set your rate, and handle billing and customer service.
- Your Transmission and Distribution Utility (TDU), the regulated utility that owns the poles, wires, and meters in your neighborhood. They physically deliver electricity to your home and are the ones who fix outages.
When the lights go out, it is a delivery problem, not a billing problem. That makes it a job for your TDU. Your provider cannot dispatch a repair crew, because they do not have one.
The short version
Report outages and downed lines to your TDU, not to your retail provider. The TDU runs the crews, tracks restoration, and is staffed 24/7 for emergencies.
Who is your TDU? It depends on your area.
Your TDU is set by where you live, not by which provider you chose. These are the major Texas TDUs and their outage lines:
- Oncor (Dallas–Fort Worth, North and West Texas): outage reporting at 1-888-313-4747.
- CenterPoint Energy (Greater Houston): outage reporting at 1-800-332-7143.
- AEP Texas (Corpus Christi, the Coastal Bend, South and parts of West Texas): outage reporting at 1-866-223-8508.
- Texas-New Mexico Power (TNMP) (pockets across North, Coastal, and West Texas): outage reporting at 1-888-866-7456.
Most TDUs also let you report and track outages by text and on an online outage map. If you are not sure which utility serves you, your TDU is listed on your electric bill, and the meter on your home is owned by them.
Step by step: what to do when the power goes out
1. Check whether it is just you
Look at your breaker panel and at your neighbors' homes. If your breakers are fine but the whole street is dark, it is a utility outage. If only part of your home lost power, it may be a tripped breaker on your side of the meter, which is yours to reset.
2. Report it to your TDU
Call the TDU number above for your area, or use their text or online outage map. Have your service address ready. Reporting helps the utility pinpoint the affected area and speeds up the crew dispatch.
3. Stay away from downed lines
Treat every downed or sagging power line as live and dangerous, even if it looks dead. Keep people and pets well back, and report it to your TDU immediately. If a line is sparking, on fire, or has fallen on a vehicle with someone inside, call 911 first.
4. Protect your electronics and food
Unplug sensitive electronics and large appliances so a surge does not damage them when power returns. Leave one light switched on so you can tell at a glance when service is restored. Keep the refrigerator and freezer doors closed to hold the cold as long as possible. As a rule of thumb, a closed fridge keeps food safe for about four hours, and a full freezer for roughly a day or two.
5. Plan ahead for medical and special needs
If anyone in your home depends on electric medical equipment, you can ask your TDU about its Critical Care or Chronic Condition program. Qualifying customers are flagged so the utility can prioritize notifications and restoration during an outage. It is worth setting this up before you ever need it, not in the middle of a storm.
When should you call your retail provider instead?
Your provider is the right contact for everything related to your account rather than the wires:
- Questions about your bill, charges, or payment.
- Starting, stopping, or moving service.
- Changing or renewing your electricity plan.
- Understanding your rate, contract terms, or your Electricity Facts Label.
One useful note: the delivery charges your TDU sets for maintaining those poles and wires are passed through on your bill, but the exact amount depends on your TDU and your usage. To see how those charges and your energy rate combine into your real all-in price, check the live Electricity Facts Label (EFL) for any plan at your ZIP before you enroll.
Why this trips people up
In old-fashioned regulated markets, one company did everything: generated the power, ran the wires, and sent the bill. Texas split those jobs apart so households could shop for a better rate. The tradeoff is that two different companies now touch your service, and the one you pay is not the one who shows up in a bucket truck. Once you know your TDU, an outage is a much shorter, calmer phone call.
Where Energy Direct fits in
We are a local independent Ambit Energy consultant. We cannot turn your lights back on during an outage, that is your TDU's job, but we can help you compare the plans available at your address and pick a competitive rate. Ambit handles the switch, and you keep the same wires and the same TDU restoring your power. Enter your ZIP below to compare by address.
Bottom line
During a Texas power outage, call your Transmission and Distribution Utility, Oncor, CenterPoint, AEP Texas, or TNMP, depending on where you live. Save your provider's number for billing and plan questions. Keep clear of downed lines, and call 911 for any immediate danger. Knowing the difference ahead of time turns a stressful outage into a five-minute call to the people who can actually help.