Frequently Asked Questions

We're dedicated to making renewing your StarTex Power contract easy. Below we've answered the most common questions we hear from customers like you.

About Your Renewal

Q:  How can I renew my contract?

A:  Simply visit www.startexpower.com/renew and enter your Renewal Key found on your renewal notice.

Click Renew Your Account to view the rates and plans available today, and obtain the applicable Terms of Service and Electricity Facts Label.

Click Renew Contract and follow the simple instructions to complete your renewal.

If you prefer to renew by phone, please call 1-866-917-8271 and a member of our Care Team will be happy to help you renew your contract.

Q:  When will the renewal take effect?

A:  Your new agreement will take effect immediately after the fixed price portion of your contract has expired under your current agreement.

If your contract end date has passed and you have already billed on a month-to-month rate, your new agreement will take effect on your next bill cycle.

Q:  What do I have to do to lock in my new rate?

A:  To take advantage of a new fixed rate, you must select a new plan. You can view the rates and plans available by visiting www.startexpower.com/renew and entering your Renewal Key found on your renewal notice. If you prefer to renew by phone, please call 1-866-917-8271 and a member of our Care Team will be happy to help you renew your contract.

Q:  What happens if I do not renew?

A:  If you do not renew your contract by the expiration date, your service will continue with StarTex Power on a month-to-month, variable price product, which can be cancelled at any time without an early termination fee.

The Terms of Service and Electricity Facts Label for the "transition" month-to-month variable price product are included with your renewal notice. The "transition" rate is the rate for the first bill after your contract expires; however, the month-to month rate may change at any time after that at StarTex Power's sole discretion.

Q:  What happens if I want to leave StarTex Power?

A:  Should you decide not to renew, at the end of your contract term your account will remain with StarTex Power on the month-to-month variable price product until you select a new retail electric provider.

Q:  Can I still earn rewards by referring friends and family?

A:  Only individuals who choose StarTex Power as their residential electric provider are eligible for our Refer-a-Friend program.

About Your Bill

Q:  How do I read my bill?

A:  It's important that you understand your monthly electric bill completely. Click here for a quick overview of your bill.

Q:  What is a TDU?

A:  A transmission and delivery utility, or TDU, is the electric utility that transmits and/or distributes electricity from power generation companies to homes in Texas. Some of the TDUs in larger areas in Texas are CenterPoint Energy (Houston area) and Oncor (Dallas area). Your electric bill is made up of two main categories: the generation, or electricity supply portion and the delivery, or TDU portion.

Q:  Why am I charged for energy supply and TDU fees? What is the difference?

A:  Because electric markets in Texas are open to competition, you can choose who to buy your electricity from. The charges from this company, the retail electric provider’s energy charges – are based on the electric plan you sign up for and are determined each month by how much electricity you use, what your electricity rate is and whether you have a variable-price product or a fixed-rate product.

On the other hand, TDU fees are determined by the state’s Public Utility Commission (PUC) and the TDU Surcharge line item you see on your bill is one of those fees. Your electric utility is allowed to charge delivery fees to everyone who gets electricity distributed to their home. The fees enable it to maintain its delivery infrastructure, including poles, wires and transformers.

Q:  How can I avoid paying TDU fees?

A:  Every electric customer must pay the TDU surcharges, regardless of which retail electric provider they choose.

Q:  What are TDU Surcharges?

A:  TDU Surcharges are what your local Transmission and Distribution Utility (TDU) charges each meter(ESI ID) for the cost of maintaining electricity poles & wires, meters, storm restoration, etc. These charges are approved by the Public Utility Commission of Texas and are passed through to you without any markup. These charges apply to all residential meters (ESI IDs), serviced by the TDU, regardless of who the retail electric provider is. The TDU charges are displayed under a separate section on the monthly bill under the description “TDU Surcharges,” so it's easier to distinguish the Energy Charges from your local utility company charges.

Q:  Will my bill go up because of these TDU delivery charges?

A:  Your monthly bill will go up or down based on your monthly usage. TDU Delivery Charges will be passed through on your monthly invoice as billed by the TDU.

Q:  How are the TDU Surcharges calculated and will it be the same amount every month?

A: Certain TDU charges are billed on a monthly basis, and some are billed on a usage basis (per kilowatt hour). For this reason, the total TDU surcharge amount will vary each month depending on your monthly kilowatt-hour usage. The amount you are billed may include price changes allowed by law or regulatory actions. For an itemized listing of the detailed charges that make up TDU Delivery Charges in your area you can go to http://www.puc.state.tx.us/consumer/facts/factsheets/elecfacts/ChargesElectBill.pdf.

Q:  What is the Advanced Meter Charge?

A:  The TDU Advanced Meter Charge is a monthly fee passed on by your utility company in order to provide customers with new, technologically-advanced electricity meters (also called "smart meters") as part of their Advanced Metering System program. It is a Public Utility Commission-approved fee that is charged by the Transmission and Distribution Utility (TDU) directly to retail electricity providers. StarTex Power passes the charge directly through to our customers without any mark-up.

Q:  What is the connection fee on my bill?

A:  The connection fee (or account initiation charge) on your bill is a one-time fee charged by your local TDU to initiate your service. For example, if you move into a new residence in Houston and choose a StarTex Power as your retail electricity provider, the local TDU assesses a one-time connection fee.

Q:  Where do I find my average price per kWh?

A:  Your average price per kWh can be found on your EFL or on your invoice labeled “The average price you paid for electric service this month” under the Current Charges Detail section. The average price is where you can see the overall cost of your electricity consumption and what you can use to compare your rate to any other rate in the market.

About Our Refer-a-Friend Program

Q:  I previously enrolled and referred my family members and friends. Can I get a referral credit?

A:  As of today, you can receive credit for any future referrals you make using your customized link to share your unique referral code with your friends and family. Any past referrals unfortunately cannot be tracked or honored. Current customers, with valid email addresses, should have received an email from us with their customized URL. If you have not received your customized URL from us, please contact our customer care team by phone at 1-866-917-8271 (Monday-Friday 7 a.m.- 8 p.m. and Saturday 8a.m.-5p.m. CST) or email service@StarTexPower.com

Q:  If I already signed up for your residential electric supply, what do I need to do to Refer-a-Friend?

A:  All of our current customers with valid email addresses should have received a confirmation email from us with the customized URL. Here's how it works:

  • You should have received your customized URL from us after enrollment.
  • Upload the desired email addresses on our secure web page to share your unique referral code with your friends and family who also live in the areas we serve in Texas.
  • Remind your friends and family to have your referral code available or to click directly on the customized URL they receive from us when they sign up.
  • After your friends and family successfully enroll with us for a fixed-price contract with a term of 12 months or longer and pay their first bill, you both will receive a $25 nonrefundable credit on your next bill.
Q:  Does my friend or family member need to sign up for a certain type of plan in order for us to receive our Refer-a-Friend rewards?

A:  Yes. Your friend or family in the areas we serve in Texas must successfully enroll in a fixed-price contract with a term of at least 12 months in order to qualify as a referral under the Refer-a-Friend program. You will not earn rewards for referred customers who sign up under our month-to-month plans or for a fixed-price term of less than 12 months.

Q:  How do I get my customized URL?

A:  All of our current customers, with valid email addresses, should have received an email from us with their customized URL.

New customers will receive their customized URL during the final step of the sign up process so you can receive rewards each time your friend or family successfully enrolls with us.

If I just enrolled and lost my customized URL, how can I replace it with a new one?

Please contact us, we can help:

Q:  My friend forgot to enter my referral code when they enrolled with StarTex Power, can you make sure we get credited?

A:  Unfortunately referrals after the fact cannot be honored. You can receive credit for any future referrals made using your referral code.

Q:  When will I receive my bill credit? My friend signed up with my referral code.

A:  If your referred friend or family successfully enrolled with StarTex Power in the areas we serve in Texas for a fixed-price contract with a term of 12 months or longer, provided your referral code when they signed up and paid their first StarTex Power bill in full and on time, your $25 nonrefundable bill credit will be applied against your next bill. This typically takes approximately two months from the time your friend or family initially enrolled.

Q:  I've terminated my contract with StarTex Power, and my referral credits add up to more than my last bill. Can I receive the rest of my credits as cash?

A:  StarTex Power Refer-A-Friend credits are nonrefundable and cannot be redeemed or refunded to you for cash or cash equivalents. Credits can be applied only to current or future bills, not to any bills that you have already paid. Once an account is closed any unused credits are forfeited.

Contact Us

If you have a question that's not answered here, please call our Customer Care Team at 1-866-917-8271, or email us at service@startexpower.com.