NRG Frequently Asked Questions

Signing up

  • Why should I choose Reliant as my retail electricity provider?

    Reliant brings you more every day. Each person at Reliant is committed to our customers and our community. We are passionate about providing electricity and smart energy solutions to our customers. 

    Feel free to check out our plans and rates, chat with us online or call us at 1-866-660-4900 to learn more. 

  • How do I sign up for service with Reliant?
    You can sign up for service at 1-866-660-4900 or online. You can also contact us for a quote if you don't see what you need online.
  • When will my switch to Reliant become effective?

    The switch can take anywhere from a few days to two weeks to be processed, unless you have a prearranged date set.* We'll send you an email once your service starts with Reliant. You may also check your status by calling us at 1-866-660-4900, or through online chat.

    *Charges may apply.

  • Can I change my Reliant start date?
    Yes. If you are moving, we offer the option to change your desired start date with at least three business days' notice; however, this change is not available online. Please call us at 1-866-660-4900.
  • I am already a Reliant customer. How do I sign up for one of your new electricity plans?
    To change your electricity plan, call us at 1-866-660-4900.
  • Is it easy to switch to Reliant from another provider?

    Yes. It only takes a few minutes, plus:

    • There's no need to contact your current provider; we’ll take care of the switch for you. 
    • Your service will not be interrupted. 
    • You'll keep the same meter and same power lines you had before. 
  • When I sign up, how long will it take for my Reliant service to begin?
    If you're starting service at a new location, your service can begin a minimum of two business days after you sign up. If you're switching from another provider, your service with Reliant will begin within two weeks after you sign up. Please keep in mind that you may need to satisfy certain requirements, such as paying a deposit or providing valid ID, and delays in satisfying these requirements can delay your start date.
  • What specific business information do I need to provide to Reliant to sign up?
    We'll need your business name, point of contact, business address, federal tax ID and the approximate square footage of your business to enroll you online. If you are unable to provide any of this information, call us at 1-866-660-4900 to sign up.
  • Will I have to pay a deposit to begin service?
    A deposit may be required depending on your payment history and your credit score. If so, you'll need to satisfy the deposit requirement before your service can begin. Your deposit amount will be calculated at the time of your enrollment request.
  • A deposit is required before my Reliant service can begin. How can I satisfy this requirement?

    You have several options for paying or satisfying your deposit: 

    For more information, please contact a customer service representative at 1-866-660-4900.

Moving or transferring your service

  • How far in advance can I schedule my transfer or move online?
    Flexible Move-In can get you same-day electricity service or lets you schedule your new connection up to 60 days in advance.*
     
    *Requests processed after 5:00 p.m. Central Time will be connected the next business day. Same-day service is offered Monday through Saturday, weather permitting, where an existing meter is in place. No connections on holidays. Enrollment and permit requirements must be met before a request can be processed. Additional charges apply.
  • Do I need to sign up my new location for online account management if I already have an online account with Reliant?
    No. The transfer process allows you to retain the same Reliant contract account number; therefore, once the transfer is completed, your new address information will automatically show up when you log in to your account at reliant.com.
  • Will I have to re-enroll in my current Reliant billing and payment plans like paperless billing, AutoPay or average billing?

    If you are signed up for average billing, you will not be able to set up average billing for your new address until the final bill for your old address has been paid. Once you have paid your final bill, residential customers can call 713-207-7777 or 1-866-222-7100 and business customers can call 713-207-5555 or 1-866-660-4900 to check eligibility and set up average billing for your new address. Paperless billing and AutoPay will transfer to your new address automatically.

  • What is the cost to transfer my service?
    Your local utility company will charge a move-in fee to establish electric service in your name at the new address. This fee will appear on your first bill. Depending on your new location, a permit may also be required, which may involve additional fees. You will also be responsible for paying any remaining balance on your Reliant account that is associated with your current address.
  • Will the service stop date I request be guaranteed?

    Because several factors can affect the utility company's ability to start or stop your service — for example, your meter may be physically inaccessible — we cannot guarantee the date you select. You can check the status of your transfer by logging in to your account at reliant.com.

    You are still responsible for all electricity consumed until your service is stopped. Therefore, you may want to turn off all appliances upon moving out to avoid incurring further charges.

  • What if the electricity is already on at my new address?
    You will still need to submit a transfer request so that we can establish service in your name. Otherwise, the electricity can be turned off at any time based on the previous customer's move-out request, and you will be without power for one to three business days.
  • Will the service start date I request be guaranteed?
    Because several factors can affect our ability to start your service — for example, your meter may be physically inaccessible or a permit may be required — we cannot guarantee the transfer date you select. You can check the status of your transfer by logging in to your account at reliant.com.
  • Why am I asked to confirm that my utility company will have access to my meter?
    Your local utility company will have to take a meter reading for your service to begin. To avoid delays in processing your request, we ask you to ensure that the meter will be completely accessible on this date. This includes making sure there are no locked gates or overgrown foliage hindering access to the meter.
  • We're about to move to our new location. Will I still have access to the historical electricity usage information for our previous business address?
    Yes, your historical information will continue to appear in your online profile even if the service address is no longer receiving electricity. You can remove your old account via the My Profile page when you no longer need access to this information.
  • I'm moving out of Texas. How do I get the electricity disconnected at my business's current address?
    Please call us at 1-866-660-4900 to request a move-out.
  • I'm moving to another location in Texas. How do I get my electricity service transferred to the new address?

    We can help you transfer your service in a matter of minutes at 1-866-660-4900.

Other plan or account changes

  • How do I cancel my Reliant plan?
    To cancel your plan, please call 1-866-660-4900. You cannot cancel online. Early cancellation fees may apply until you receive your Contract Expiration Notice. For information specific to your plan, visit the Current Plan page in your online account, where you can download your Electricity Facts Label and Terms of Service.
  • How do I change the name of my business on my Reliant account?
    Call us at 1-866-660-4900, and a business services representative will help update the name of your business in our records and on your account.