Light Company Won't Turn On Your Lights? Here's What to Do

Seven common reasons a Texas light company refuses to turn on your lights — and every one of them has a fix. You did everything right. You picked a plan, gave them your info, maybe even paid a deposit. And then the light company comes back with some version of “we can’t turn on your service.” No explanation that makes sense. No clear next step. Just… no.

This happens more often than you’d think. And it’s almost never a dead end.

Reason 1: You Have a Switch Hold

This is the most common reason. A switch hold means you owe money to a previous light company and they’ve put a flag on your meter. Until that balance is cleared, no other company can start service at your address.

Here’s what to do:

• Call the company you owe. Ask for the exact amount and whether they’ll take a payment plan. Some will accept 50% upfront and the rest over 90 days.
• Ask about a deferred payment plan. Under Texas billing rules (PUCT §25.28), companies must offer payment arrangements in certain situations, especially if you haven’t been offered one before.
• Check if the hold is even valid. Switch holds expire. If the debt is over 4 years old, it may have aged off. Call and confirm.
• Pay and get confirmation in writing. Once you pay or set up a plan, get a confirmation number or email. The hold should drop within 1-3 business days.

Read our full switch hold guide for the detailed breakdown of how these work and how to clear them.

Reason 2: You Can’t Verify Your Identity

Light companies run identity checks, not just credit checks. If your name doesn’t match what’s on file with the address, or your ID has a different address, they might reject the application.

Fix it:

• Use your legal name exactly as it appears on your ID. No nicknames, no shortened versions.
• Make sure your ID isn’t expired. Some companies reject expired IDs even if they can verify everything else.
• Call instead of applying online. A real person can often work through documentation issues that the website can’t handle. Ask what specific documents they need and if you can email or fax them.

Reason 3: There’s Already Active Service at the Address

If someone else already has lights at that address — a previous tenant who didn’t cancel, or a landlord who keeps service in their name between tenants — you can’t start new service until the old one is closed.

What to do:

• Contact your landlord. Ask them to cancel their service or confirm they don’t have active service at the unit.
• Call the light company and explain. They can see that there’s existing service and can often initiate the transfer once the previous account holder cancels.
• If it’s an old tenant who didn’t cancel, the light company can usually handle this with a copy of your lease showing your move-in date.

Reason 4: The Company Doesn’t Serve Your Area

Texas is deregulated, but not every company serves every address. Your area is served by a specific transmission company (the company that owns the wires), and not all retail light companies work with every transmission territory.

Quick fix: Enter your ZIP code at NoDepositLights.com and you’ll only see companies that actually serve your address. No guessing, no wasted applications.

Reason 5: Credit-Related Denial

The company won’t say “your credit is bad.” They’ll say something vague like “we’re unable to offer you service at this time” or “additional deposit required.” What they mean is your credit didn’t pass their check, and they want $200-$400 upfront.

Your options:

• Ask exactly how much the deposit would be. Sometimes it’s less than you expect. $150 deposit on a plan that saves you $30/month pays for itself in 5 months.
• Try a different company. Every company has different credit thresholds. One might want $400, another might approve you with $0. We check multiple companies for you — enter your ZIP to see what’s available.
• Go pay-as-you-go. No credit check. No deposit. You load money onto your account and use it until it runs out. The rate is higher, but you get lights today. See our how prepaid works guide for the details.

Reason 6: You Applied for the Wrong Address

It sounds too simple, but this happens a lot. Apartment numbers get mixed up, unit letters are wrong, or the address in the light company’s system doesn’t match what your landlord told you.

• Confirm the exact service address with your landlord or apartment office. Ask specifically for the address as it appears on the meter.
• If you know your meter ID number, give it to the company directly. This eliminates any address confusion. Your landlord, apartment office, or previous tenant should have it.

Reason 7: The Company Needs a Lease or Proof of Residency

Some companies won’t turn on lights until you prove you actually live there. This is standard — they want to see a lease, a mortgage statement, or a recent piece of mail with your name and the service address.

If you just moved in and don’t have mail at the address yet, ask if they’ll accept:

• A signed lease agreement
• A letter from your landlord confirming your residency
• A hotel or shelter letter (for people transitioning from temporary housing)

What If You’ve Tried Everything and They Still Won’t Budge?

You have rights. Texas has rules about this.

File a complaint with the Public Utility Commission of Texas (PUCT). Call them at 1-888-782-8477 or file online. If a company is refusing service without a valid legal reason, the PUCT will intervene. Companies take these complaints seriously because they don’t want regulatory problems.

The PUCT has the authority to order a company to provide service. This isn’t just filing a complaint into a void — they actually follow up and resolve cases, usually within a few business days.

The Fastest Path to Getting Lights On Today

If you’re sitting in a dark apartment right now, here’s the priority order:

1. Try pay-as-you-go first. No credit check, no deposit, often same-day connection. Use our same-day finder to see what’s available right now.
2. If you have a switch hold, call the old company and negotiate. Even a partial payment can sometimes release the hold.
3. If one company said no, try others. Different companies have different rules. We check multiple at once — enter your ZIP to see all your options.
4. If nothing works, call the PUCT. They exist to protect you. Use them.

Bottom Line

A light company saying no is not the end of the road. It’s usually one specific problem with a specific fix. Figure out which reason applies to you, handle it, and try again. Pay-as-you-go plans exist specifically so that nobody in Texas has to go without lights, regardless of credit history or past balances.

You have options. Start with your ZIP code at NoDepositLights.com and go from there.

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Related reading:

• ERCOT Switch Hold: Everything You Need to Know
• What Happens When Your Lights Get Cut Off in Texas
• What Happens When Your Prepaid Balance Hits $0

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This guide is for informational purposes only and does not constitute legal or financial advice. For official rules, visit the Public Utility Commission of Texas. NoDepositLights.com is powered by Compare Power (PUCT License BR190020).