Frequently asked questions

Questions? We have answers.

Check out the most commonly asked questions from our customers.
 
Does Cirro Energy offer any sort of payment extension program?
Cirro offers multiple types of payment programs. To learn more about these programs call a customer care representative at 1-800-MY-CIRRO.
How can I find out my account balance?
If you do not have your account statement handy, you can always visit your My Cirro account at CirroEnergy.com/My to view all of your up to date account details. You can also call us at 1-800-MY-CIRRO to retrieve your account balance.
Do you offer paperless billing?
Yes. Cirro offers Paperless Billing, as well as traditional bill delivery via the USPS. Sign up for Paperless Billing today to start sending your bill straight to your inbox, instead of your mailbox.
Who do I call if my power goes out?
In the even you experience an outage, please call the outage number for your local TDSP that can be found here.
What payment options do you offer?
Cirro Energy offers several convenient ways to pay your bill including Visa, MasterCard, American Express, and Discover. In addition you can mail your payment to the remittance in your monthly statement as well as at Western Union and Fidelity Express walk up payment locations.
Are my online payments secure?
Yes. Your privacy is of the utmost importance. Cirro Energy website is secured by encryption to secure all web transactions.
How long does it take a payment to post to my account?
Credit and debit card payments post to your account immediately. Bank account payments may take up to 2 business days to post to your account after a payment is made.
Can I change my Cirro Energy start date after I already signed up?
Yes. We offer the option to change your desired start date; however, this change is not available online. Please call us at 1-800-MY-CIRRO.
Can I sign up more than one address for electricity service?
Yes, you can sign up new locations in addition to your existing Cirro Energy service.
How can I protect myself from electricity fraud?
Unfortunately fraud is one of the fastest growing crimes in every industry in the U.S., and the electricity marketplace is no exception. The most common types of fraud involve the scammer calling or emailing claiming to represent an electricity company and threatening to disconnect service unless a payment is made on a prepaid credit card. Cirro Energy does not call or email its customers and request that money be put onto a prepaid card and provided verbally over the phone. If you receive a call requesting payment on a prepaid credit card, we recommend you do the following:
  • Do not provide your personal information to the caller
  • Document the call - date, time, specifics given and a phone number if displayed on a caller ID
  • Disconnect the call
  • Contact your local police department to file a complaint
If you receive a suspicious email, we recommend you delete the email without following any links or opening any files included with the email. You can always validate any call or email by contacting us at 1-800-MY-CIRRO.
What happens if my Retail Electricity Provider (REP) goes out of business?
You will not be without power. You should receive a notice from your REP giving you time to select a new provider. However, if that does not happen, your service will be provided by the Provider of Last Resort (POLR) until you select a new provider.
What does Texas electric choice mean to me?
It means you have the power to choose your electricity service provider. It is referred to as deregulation, and it’s the result of Texas Senate Bill 7 – which enabled the state to restructure its electric utility industry.
How can I apply for a critical customer or load designation?

Notice — Certain customers may be eligible to apply for the following designations based on their medical status or the nature of the business:

  • •   Critical Care Residential Customer: A residential customer who has a person permanently residing in his or her home who has been
          diagnosed by a physician as being dependent upon an electric-powered medical device to sustain life.
  • •   Chronic Condition Residential Customer: A residential customer who has a person permanently residing in his or her home who has
          been diagnosed by a physician as having a serious medical condition that requires an electric-powered medical device or electric heating or
          cooling to prevent the impairment of a major life function through a significant deterioration or exacerbation of the person’s medical
          condition.
  • •   Critical Load Public Safety Customer: A non-residential customer for whom electric service is considered crucial for the protection or
          maintenance of public safety, including but not limited to hospitals, police stations, fire stations, and critical water and wastewater
          facilities.
  • •   Critical Load Industrial Customer: An industrial customer for whom an interruption or suspension of electric service would create a
          dangerous or life-threatening condition on the retail customer’s premises.

You can apply for the applicable designation, which affords certain protections. Please contact Reliant for more information. Critical Care Residential Customer and Chronic Condition Residential Customer designations require an application your physician completes and submits to your transmission and distribution utility (TDU) on your behalf. Critical Load Public Safety Customer and Critical Load Industrial Customer designations require you to complete an application with your TDU:

Can I switch if my Cirro Energy plan isn’t the right fit?

Yes, with our 90 Day Satisfaction Guarantee, we make it easier to find the right plan for your needs. If your plan isn’t the best fit, you can switch to another Cirro Energy plan within the first 90 days with no early termination fees. It’s a simple way to make sure your plan works for you. If you are within the first 90 days of your contract, call 1-800-692-4776, and we'll be happy to help you change your plan.*

*Cirro’s residential retail electricity customers who are enrolled in a qualifying electricity plan have a one-time opportunity to change to a different qualifying retail electricity plan option, within 90 days of the beginning of their enrollment, without incurring an early termination fee. Terms and conditions apply.

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