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Frequently Asked Questions
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New Customer & Moving
- How can I open an account with CPL?
- To open an account, you may visit us online or call our Customer Care center toll-free at 1-844-292-6128. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m., CST.
- How do I switch my electricity to CPL?
- To switch to CPL, please visit us online or you may contact our Customer Care center toll-free at 1-844-292-6128. We'll contact your current provider about the switch, so there's no need to call them.
- How do I change the name on my account?
- To request a name change, please contact our Customer Care center toll-free at 1-844-292-6128.
- How can I transfer my electricity service to a new address?
- To transfer your account to a new address within the CPL area, you may visit us online or call our Customer Care center toll-free at 1-844-292-6128. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m., CST.
Contract & General
- What if I need more time to pay my bill? What payment options are available?
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Based on qualifications, you may be eligible for one or more of the following:
Payment Extension Plan
Provides a short-term extension to pay the full amount of a past due bill.
Deferred Payment Plan
Allows you to pay past due bills in installments over a period of time. Before starting a Deferred Payment Plan, we may ask you to pay a small down payment (no more than 50% of the amount due). If you establish a Deferred Payment Plan, we'll confirm the details of the plan in writing.
Budget Billing Plan
Allows you to pay about the same amount each month. Usage is reviewed each quarter to determine if adjustments are necessary. This program is available if you have no unpaid balance and requires at least 12 months of actual or estimated usage history at your current residence.
For more information on payment options, contact our Customer Care center toll free at 1-844-292-6128, Monday through Saturday between 7:30 a.m. and 8 p.m., CST.
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Based on qualifications, you may be eligible for one or more of the following:
- I'm on a variable price plan. How much will my bill change each month?
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Your variable price plan cannot increase by more than 30% month over month without 14 days advance notice in writing from us.
This price adjustment cap is designed to protect you from temporary price spikes associated with things like extreme weather conditions or other factors that may cause market or price volatility.
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Your variable price plan cannot increase by more than 30% month over month without 14 days advance notice in writing from us.
- My lights were turned off! How can I get them turned back on?
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If you have been disconnected due to non-payment of your electric bill, call our Customer Care center toll free at 1-844-292-6128. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. Once you have paid your outstanding balance in full, service will be reconnected. For payments received between 8 a.m. and 7 p.m. on a business day, CPL will send a reconnect order to the local Transmission and Distribution Service Provider, who will reconnect service no later than the close of the next business day. The utility must have access to the meter in order to reconnect service.
If your disconnection is not related to a non-payment issue, please contact your local utility, AEP toll free at 1-866-233-8508.
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If you have been disconnected due to non-payment of your electric bill, call our Customer Care center toll free at 1-844-292-6128. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST. Once you have paid your outstanding balance in full, service will be reconnected. For payments received between 8 a.m. and 7 p.m. on a business day, CPL will send a reconnect order to the local Transmission and Distribution Service Provider, who will reconnect service no later than the close of the next business day. The utility must have access to the meter in order to reconnect service.
CPL Prepaid
- What is CPL Prepaid?
- CPL Prepaid is a better way to buy your electricity. Our easy prepaid electricity plan lets you buy your electricity as you need it.
The price you'll pay for this electricity is comparable to other plans in the market. When you sign up, there is no deposit, credit check or contract term. You'll enroll with CPL Retail Energy and pay in advance for your electricity ??" as much as you want.
There are many benefits to CPL Prepaid. They include:- No Deposit Required
- No Credit Check
- No Contract Term
- No monthly bill
- You can pay by credit card online and by phone, or pay by cash at many conveniently located authorized Pay Stations. We do not accept checks through any payment channel.
- You will get daily Account Updates so you know your balance and usage, which can help you manage your energy costs.
- We will send you a warning notice three to seven days before your account balance is estimated to reach zero.
- You can choose email or text message as your communication preference so you don't have to deal with any missed mail or papers.
- Free online account manager
- CPL Prepaid is a better way to buy your electricity. Our easy prepaid electricity plan lets you buy your electricity as you need it.
- Where is CPL Prepaid currently offered?
- CPL Prepaid is currently available in AEP Central service area to service addresses that have a provisioned smart meter. Eventually CPL Retail Energy will offer CPL Prepaid in other utility service territories once smart meters are installed in those territories.
Billing & Payment
- How can I find my account balance?
- Our Online Account Manager provides secure, 24/7 access to your account, and allows you to make payments, track account history and more.
You can also get up-to-date information on your current account balance by calling Customer Care toll-free at 1-844-292-6128. Representatives are available Monday through Saturday from 7:30 a.m. to 8 p.m. CST.
- Our Online Account Manager provides secure, 24/7 access to your account, and allows you to make payments, track account history and more.
Still Need Help?
In case of power outage or gas leak, please contact your local utility.
Residential Energy
Sign Up
All Products
1-844-292-6128
Customer Service
All Products
1-844-292-6128
Move Your Service
All Products
1-844-292-6128
Fax
1-800-666-8867
Postal Service
All Products CPL Retail Energy
P.O. Box 660897
Dallas, TX 75266-0897
Power Outage & Emergency
Electricity Utility
AEP Central
1-866-223-8508
Small Business Energy
Sign Up
1-855-814-7394
(Mon - Fri: 8:30am-5:30pm EST)
Customer Service
1-888-925-9115
(Mon - Fri: 8:00am-6:00pm EST)
Large Business Energy
Request a Quote
1-888-925-9115
(Mon - Fri: 8:00am-5:00pm EST)
Customer Service
1-800-270-9111
(Mon - Fri: 8:00am-6:00pm EST)
Home Services
Phone Numbers
CPL Retail Energy Protection Plans
1-855-261-9822
One Hour Heating & Air Conditioning
1-800-574-1725
Benjamin Franklin
1-800-471-0809
Mister Sparky
1-800-595-8644
Corporate
CPL Retail Energy Offices
Residential Energy, Home Services & Corporate
1-713-877-3500
Small Business Energy & Large Business Energy
1-800-830-5923
Postal Services
Residential Energy, Home Services & Corporate
CPL Retail Energy
12 Greenway Plaza Suite 250
Houston, TX 77046
Small Business Energy & Large Business Energy
CPL Retail Energy
1001 Liberty Avenue, 12th Floor
Pittsburgh, PA 15222
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