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Frequently Asked Questions

Service

  • What is Energy Choice and what does it mean to have a choice in where my energy comes from?

You’ve probably heard the term “energy choice” before, but do you know what it means and how it affects you? To understand, it’s important to know the key players that make up the energy market.

  1. The Generators They produce the energy used to power your home.
  2. The Suppliers: That’s us! We shop for energy on the open market and compete with other suppliers to sell it to you.
  3. The Utility: They deliver the energy to your home, respond to emergencies, and usually handle the billing. 

Right now, it’s likely that you are being served under your utility’s default or basic supply service.  That means that your utility supplies and delivers your energy, and sends you the bill each month. But because you live in a restructured state, you have the option to choose who supplies your energy. Restructuring is the process by which governments remove, reduce, or simplify restrictions with the intent of encouraging efficiency and competition in markets. Deregulation in the United States traces its roots to the oil crisis of the 1970s but it took until the late 1990s to put the idea of energy restructuring into practice. Today, about half of the states have enacted some form of energy restructuring.

  • What benefits are there to switching my energy provider to NRG? 

If there’s one thing that sets us apart from other energy supply companies, it’s that we understand that you have different uses, wants and needs for your power. And at NRG, we don’t believe in a one-size-fits-all approach. You’re unique, you have unique needs and so we have created unique options for you.

  • What do I have to do to switch?

It's easy - simply complete our brief enrollment form online or by phone. Be sure to have a copy of your most recent utility bill handy. Once you switch to NRG Home, you don’t have to do anything differently than what you do now. You’ll experience no interruption in service and you will still only receive one bill from your utility. The only difference is, your supply charges will be from us and not your utility. Plus, your utility will continue to deliver your electricity, read your meter and take care of any emergencies or outages.  So the way to the perfect plan for you is easy and convenient. 

  • How do I know which of your plans is right for me? 

At NRG, we understand that you have different uses, wants and needs for your power and we don’t believe in a one-size-fits-all approach. 

Maybe you don’t like surprises in your bill each month, so you can choose to lock in your supply price for up to 24 months with one of our fixed-price plans. Or you  can choose a variable plan with introductory pricing and no cancellation fee, an option that gives you the flexibility you want.

How about a plan that rewards you for using your electricity?  Choose from our wide-range of reward partner plans that help you earn airline miles, hotel points and other popular rewards. We even have options that let you give back to your local community. Pick a plan that benefits your favorite charity through our Choose to Give program, and make an impact in your community with your electricity use. Whatever your needs are, NRG has a plan for you. Learn more about your options here

  • Are there any fees to switch?

No, NRG Home does not charge switching, setup or enrollment fees. If you are currently in a fixed contract with another supplier, that supplier may charge you an early termination fee. After you switch, you will still be responsible for your utility's delivery charges.

  • How long does it take to switch?

In most states, your NRG Home service will take from one to two billing cycles to begin. For more information, please visit our Service Areas page and select your state.

  • Will my service be interrupted while switching?

Nothing about how your service is delivered will change. Your local utility company will continue to deliver your energy, read your meter, service emergencies, handle all customer questions, and send your monthly energy bill. 

  • Who do I call if I have problems with my service?

Your energy will continue to be delivered safely by your local utility company. If you experience any type of outage or emergency, please contact your utility company. You can find their number on your bill each month. If you have any issues with your NRG Home service, feel free to contact us via phone, mail, or e-mail.

  • How do I cancel or switch back?

We hate to see you go, but if you are ever unsatisfied with our prices or service, you can cancel by contacting us at 1-855-500-8703. We'll accept a cancellation the same day you call us, but in some utility service areas, it may take up to 1-2 billing cycles to complete the process and for your service to be completely switched back to your utility (in Pennsylvania, the cancellation will be processed within 10 days). Please note that our fixed products typically include an early termination fee, which will be shown on your Terms of Service.

  • I'm moving. How do I continue service with NRG at a new address?

Transferring your NRG Home service is a piece of cake. Just give us a call at 1-855-500-8703 and one of our customer service representatives will assist you.

  • How long will NRG provide my energy service?

NRG will provide your service until either of us chooses to cancel. If you enroll on one of our fixed-price plans, your contract will typically automatically convert to a variable month to month product after your fixed term expires. Some contracts feature a renewal option to another fixed product. In either case, you may call us at 1-855-500-8703 prior to your expiration date to discuss your options.

Energy

  • Where does my energy come from?

Your energy comes from generation companies who produce energy and serve it to the market. NRG Home buys that energy to meet consumer demand. Your local utility will continue to deliver your energy through the same transmission and distribution lines without interruption.

  • How are NRG's energy  prices different from the utility or other energy companies?

NRG Home, just like many other suppliers, cannot guarantee that our variable price or fixed supply plan will be the lowest or will match that of our competitors. However, we offer innovative new products and options that your utility can't deliver. Because of the number of different options you can select, such as the percentage of cash back, amount and type of enrollment bonus, percentage of green power, along with the length of your commitment, our product pricing varies.

  • Are there options to pay the same fixed energy supply price every month?

Yes! If you are interested in having certainty about what your supply price will be, we offer many fixed price options that give you the security of knowing your supply price won't change for a certain period of time. Check out our fixed price products here. 

Natural Gas

  • Does NRG provide natural gas service?

Yes! We currently offer natural gas supply service in select areas and utilities. If you use natural gas to heat your home, please visit our Service Areas page to see whether we service your area. 

  • How is natural gas measured?

Natural gas is measured by volume and stated in cubic feet. Depending on your utility, different units of measure are used, such as "therm," "mcf," or "ccf." A ccf is 100 cubic feet of gas, 1 therm is about the same, and an mcf is 1000 cubic feet of gas. 

  • Can I switch my natural gas service in addition to switching my electricity service?

Yes! We offer rewarding natural gas plans in select service areas and utilities. To see if we service your area, visit our Service Areas page, or shop for the plan that's right for you.