Stream

How do I get a My Stream Account?

In order to sign up for a My Stream Account, you will need the following:

A valid email address
Stream account number
Last 4 digits of the Social Security Number associated to the account

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What forms of payments are accepted?

You can pay via check, debit or credit card (MasterCard, Visa and Discover). In Georgia, we also accept American Express.

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Late Payment Charge

Fees assessed due to the late payment of an invoice.

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What if my check is returned?

Stream will require a cash, money order or credit card payment of the total unpaid bill. A return check fee will be assessed on your next bill. If there are 2 or more returned checks in the account within a 12 month period, you would no longer be able to pay by check or debit card.

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What products do you currently offer?

Simply click here and choose your state to see our current offers. Have your account information handy in order to make the process fast and easy.

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How do I change my My Stream Account password?

In order to change your password on MSA, you must first log in using your existing username and password. Once you are logged in, access the “Change Password” link at the top of the My Profile tab.

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What if I don’t remember my MSA password?

If you forget your password for My Stream Account, click the Forgot Password link at the Login box on the MSA home page.

Enter your username, the answer to the security question chosen during registration and a current email address where a confirmation can be sent. If the security information provided is correct, you will be prompted to creaate a new password.

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What if I forgot my username?

If you forget your username for My Stream Account:

Click the Forgot Username link at the Login box on the MSA home page to retrieve your information.
Enter your first and last name and the email chosen during registration.
Choose either option 1 to get your user name in email, or choose option 2 by click “Answer Question” to answer the personal security questions you selected in your profile to get your user name.

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What is a My Stream Account?

Your personalized My Stream Account provides you with many convenient ways to manage your energy account. Easy access to competitive renewal plans, AutoPay and online payment options, and the ability to view your invoice and payment history are just a few ways this tool helps you plan your budget and simplify your life!

Enroll Here

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Why do you ask for my driver’s license and social security numbers?

At Stream, we have a strict privacy policy and wouldn’t ask you for such personal information if it wasn’t necessary or for your own benefit. We will use this information to determine the need for a deposit. The reason we do our best to get all the information necessary is to do a thorough credit check, and not charge you with a deposit when it is not needed. We also ask for your information so we can make sure it’s really you when you call back to ask questions or make changes to your service.

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How can I verify you received my payment?

Each time you make a payment, you will receive a confirmation number. This number verifies that our system has received your transaction. You can use our self-service tools to verify if your payment is being processed. Just visit Payment History in My Stream Account online or use our automated telephone system.

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How do I close my account with Stream?

Permanently disconnecting your Stream service is easy and convenient. To disconnect your premise please call Customer Service.

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How can I pay my bill each month?

Visit mystream.com/pay to view the payment options available to you.

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Final Bill

The last and final bill for which you will be financially responsible for paying and ensuring you have a zero balance. Failure to make your account current by paying your Final Bill may result in Stream taking further legal and remedial actions toward recovering such expenses incurred by you as a customer. If you wish to have your Final Bill mailed to you at your new address, then please contact Customer Care or make the adjustment online using your My Stream Account at https://myaccount.streamenergy.net/.

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Do you have special rates for senior citizens?

At this time, Stream does not offer promotions or discounted rates for senior citizens.

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What is a Terms of Service (TOS)?

A contract between Stream and a customer which outlines fees, length of service and other important details.

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Where do I find my account number?

You will find your customer account number in the upper right hand corner of your Stream bill. This identifies your account number in our records. Please use this number when requesting information about your account.

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What am I shopping for?

You are shopping for a company that provides first-class customer service, should you ever need anything, along with plans that can be customized to the needs of you and your family. You also want a supplier that views you as more than just a rate-payer and instead, values its relationship with you as a consumer and a person.

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How can I add my checking account information to my account to make payments?

Update your payment information through your My Stream Account. Click here to login, then head to Payment Method. Don't forget to enroll in our secure AutoPay system to save time and money!

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What is the difference between R and RH and how do I know which one I am?

R (Residential) represents a residential customer who uses something other than electricity as their winter heating source, like a natural gas heater. These customers will have peak usage during the summer due to their air conditioning demand. RH (Residential Heating) represents a residential customer who uses electricity as their winter heating source. These customers will have peak usage during the winter due to their electric heating source. Check your current utility bill to see which distinction you fall under.

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Is eco+ an energy plan?

eco+ is more like an upgrade that can be applied to any of Stream’s conventional energy plans. Upgrade to or cancel eco+ anytime, free of charge.

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I registered the incorrect address when enrolling but I now have the correct one. What should I do?

Don't worry, we can fix that for you. Contact Customer Support and one of our agents will help you enroll again with the correct address. They'll also take care of returning the address to its rightful provider. Click here to view our Contact Us page or Texas customers can call 888-685-7693. Not in Texas? Call 866-447-8732.

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How can I contact Stream?

Contacting Stream is easy! Click here to find the contact information for your area. Our Customer Support team is ready to assist you.

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What is a Terms of Service (TOS)?

A Terms of Service is a contract between Stream and its customers that outlines fees, length of service and other important details.

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Does Stream offer Budget Billing?

Yes, we do! Budget Billing allows you to even out your energy costs over the course of a year so your monthly payment is about the same and your budget is easier to manage long-term.
You are billed based not on your actual usage, but the average usage of the previous year. This means you may overpay during low consumption months and underpay during high consumption months.

To enroll in Budget Billing, you must be a Stream customer for at least 3 months without an outstanding balance. If you need assistance, Customer Support would be happy to help you at 888-685-7693. Please be aware that it may take up to 1-2 billing cycles after enrollment for Budget Billing to reflect on your account.

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How does the bill estimator calculate my estimated invoice amount?

Stream estimates your next invoice amount by first collecting the actual usage received via Smart Meter Texas. Then, we calculate a weighted average to estimate the remaining usage of your billing cycle, and multiply these results by your current energy rate to estimate the Total Energy Charges. Estimates are also done on your TDSP charges and monthly taxes, and then added to the Total Energy Charge estimate to provide your Total Estimated Bill Amount.

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Do you have special rates for senior citizens?

Unfortunately, no. At this time, Stream does not offer promotions or discounted rates for senior citizens. However, you can talk with a customer support agent to find a plan that works for you and your budget. The good news: customers with a total household income of $24,980 or less that are 65 years of age or older may qualify through Atlanta Gas Light to receive up to a $14 credit on their bill, which will be applied to the AGL Base charge. The bill must be in the name of the senior who applies for the discount.
For more information, or if you’d like to apply for the discount, contact AGL inside Metro Atlanta at 770-994-1946 or outside Metro Atlanta at 1-800-427-5463.

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Who do I contact for billing inquiries and who will send me my bill?

• If you have questions about energy supply charges or the transmission and distribution charges on your bill, you will continue to contact your local utility company just as you always have. For questions about your rate or contract, contact us at 866-447-8732.
• You'll still receive one bill from your local utility company with your energy and distribution charges. Stream partners with your local utility company to include all of the energy charges owed each month on a single bill. That way, it's easy to keep up with and know exactly how much you owe without having to track down multiple bills each month. Pay your full balance each month to your local utility, and they will work with us to make sure the portion of your payment for Stream is accounted for.

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What is a carbon footprint?

Your carbon footprint is the amount of carbon dioxide and other greenhouse gas emissions emitted due to consumption of harmful fossil fuels that are damaging to the environment.

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Can I change my start date if I already scheduled it?

If you need to cancel or change your appointment date to turn on your gas service, please contact Customer Support at 866-447-8732 at least one business day prior to the appointment's scheduled date.

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What if I have questions about my bill?

If you have a billing questions about your account, contact Customer Support at 888-685-7693. We're here for you!

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What can I do to save on my gas bill?

• If you are in a variable rate plan, consider locking into a lower rate by switching to a fixed rate agreement.
• Save time and money by signing up for AutoPay.
• Turn down your heat 1-2° or as low as is comfortable. You'll also save up to 15% when you use a programmable thermostat.
• When you are asleep or out of the house, turn your thermostat back 10°-15° for eight hours. This could save you up to 10% on your heating bill.
• Save up to 5% by turning your water heater down by 10°. We suggest setting the temperature to 120°.
• If you have a gas fireplace, turn the pilot off during the hot months.
• Keep your fridge and freezer full, even if you just fill it with bottles of water. A full fridge uses less energy.
• Only run washers, dryers and dishwashers when you've got a full load.
• Wash your laundry with cold water.
• Replace the air filters for your heating and cooling system monthly.

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Is it possible to transfer my service if I am moving to another part of Texas or to another State?

Definitely! We just need to determine if Stream serves that area. If you are moving to an area where Stream does not provide service, be sure to stop service at your current location.
In both cases, Customer Support would be happy to assist your needs.

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What is a green certificate? How does it work?

A green certificate, more commonly known as a Renewable Energy Credit or REC, is a market-based instrument that represents the property rights to the environmental, social and other non-power attributes of renewable electricity generation. (Source: EPA) Green certificates work by helping to reduce our dependence on harmful fossil fuels. When you purchase eco+ or enroll in a renewable energy plan, Stream purchases a green certificate pledging that energy generated from renewable sources has been added to the electric grid on your behalf, rather than energy generated from coal or other harmful fossil fuels.

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Where can I find my account number and ESI ID?

• Your customer account number can be found in the upper right-hand corner of your Stream bill. This is the number you'll use when requesting information about your account. Information about your plan, including the product you're currently enrolled, can be found in the top left-hand column of your bill under the heading “Product Plan”.
• The ESI ID, also known as an Electric Service Identifier, is a 17 or 22-digit number found on your electric bill that's assigned to your electric meter(s). You can find your ESI ID number on the top, left-hand corner of your bill.

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I am a Kynect Associate and have questions on a Stream bill or account. Who should I call?

Customer Support would be happy to help you discuss your account, but please note that they can only discuss account information with the account holder. This means that you cannot call on behalf of your customer. Click here to contact Customer Support, or call 888-685-7693. Not in Texas? Call 866-447-8732.

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I'm on the Budget Power Plan. Can I change my usage block? Do my unused kWh roll over?

Yes! You can change your block, free of charge. The change will go into effect at the beginning of your next full billing cycle. Keep in mind that, while there is no charge, changing blocks will start a new 12-month contract, which will start on your next full billing cycle. Any kWh you do not use during a billing cycle will be lost. They do not roll over to your next billing period.

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What is an automated meter?

Atlanta Gas Light is in the process of installing automated meter reading (AMR) devices on all their customers’ natural gas meters. This project will be completed over the next few years, and will make reading your meter convenient and reliable.
The good news is that AGL will no longer need to go into your yard to read your natural gas meter unless maintenance is required. This also reduces the need for estimated bills – you are charged for the exact amount of natural gas your home or business consumes. There is no direct charge for installation and does not require the interruption of service. As a result, AMR cuts down on the number of vehicles on the road, reducing carbon footprint.

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Will the information provided in the Stream Weekly Energy Report match exactly what’s on my invoice?

No. Because there is a small delay (between 2-3 days) in receiving your actual data usage from Smart Meter Texas, we're only able to provide an estimate of how much your invoice will be.

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Do programs like EZ Pay and EZ Start work with Budget Power Plan?

EZ Pay — which allows customers to pay a one-time, nonrefundable fee to enroll in Stream Services, rather than make a deposit— absolutely works with our Budget Power Plan. However, because this is a 12-month plan, it does not qualify for the EZ Start Program, which pays early termination fees up to $150.

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What is the Price to Compare (PTC)?

The Price to Compare is the price per kilowatt hour (kWh) or the price per Therm that your local utility company will list on the energy charge portion of your bill.

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What is the difference between the Variable and Fixed rate plans?

In a Fixed rate product, the rate or price per term won't change during the term of the contract to protect you from market fluctuations. These plans may have Early Termination Fees if you switch providers, but generally offer lower rates than variable plans and may help your household budgeting.
Variable rate plans have no monthly contract or cancellation fee, but the rate you pay per kWh can vary from month to month. Your rate can go up or down based on the market. There also may be increased risks for higher rates if electricity or gas prices spike due to natural disasters, hot summers, cold winters or adverse market conditions.

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What is Stream Green?

We believe in a brighter future. We created the Stream Green initiative to promote conservation and give you easy access to responsible, renewable energy options.

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How do I create an online account?

Having a My Stream Account gives you access to features that make it easy to manage your account, pay your bill, and more. Click here to create your account.

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Can I add eco+ to any plan? Can I add more than one eco+ to my plan?

You can add eco+ to any conventional energy plan. At this time, eco+ cannot be added to a plan that is already powered by renewable energy. At this time, you can only add one eco+ add-on to your energy plan, for a total of 1,000 kWh of renewable energy each month. But spread the word! The more customers who upgrade their plans with eco+, the more renewable energy we can apply to the electric grid.

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What is a Budget Power Plan proration credit?

Some customers may qualify for a credit on their first bill if they meet these requirements: The usage period on their first bill is less than 25 days AND the customer used less than 70% of their usage block.

The proration credit offsets a portion of the kWh charge. Let's say you chose the 1,000 kWh block, but you only used 200 kWh in your first billing cycle, which was less than 16 days. Then you'd receive a credit equal to 80% of the kWh charge.

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What else can I do to offset my carbon footprint?

Besides opting in to eco+ or enrolling in a Stream Green plan, you can work to offset your carbon footprint by practicing good energy conservation habits. Visit our Stream Green conservation page for helpful tips on cutting back.

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How does Stream's Budget Power Plan work?

Budget Power works like this: Pick a usage block that best suits your needs and pay a flat dollar amount each billing cycle, as long as you don't exceed your maximum usage block. To determine your best usage block:

Review 12 months of kWh usage history.
Determine your average usage.
Choose the block that best reflects your findings.
Should you use more energy than your block allows, there is a competitive price per excess kWh designated to the block you selected—just like a wireless data plan. You can switch to a different block free of charge and the change will go into effect at the beginning of your next billing cycle. Switching to a different block will start a new 12-month contract.

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What is an LDC and EDC? What do they do?

o A Local Distribution Company is the utility that is involved in the delivery of natural gas to consumers within a specific geographic area. The LDC, or utility, is responsible for all things pertaining to the servicing of gas to your premise, such as reading your meter, disconnecting and reconnecting your service, and responding to emergencies in the event of an outage.
o An Electric Distribution Company, or EDC, owns and operates the equipment, infrastructure, and facilities that transmit and distribute electricity to your premise – that is, the poles and wires you see outside your residence, including your meter. The EDC is responsible for all things pertaining to the servicing of electricity to your premise, such as reading your meter, disconnecting and reconnecting your power, and responding to emergencies in the event of a power outage.

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What is an Electricity Facts Label (EFL)?

An Electricity Facts Label is a fact sheet that provides customers with standardized information about an electric plan, including contract terms, pricing, fees and the percentage of renewable energy offered.

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What is an LDC and what do they do? How do I know who is my LDC?

LDC stands for Local Distribution Company. They maintain and physically supply gas to the final consumer through their pipelines. They also connect, disconnect, and perform monthly meter readings.
Atlanta Gas Light (AGL) is the LDC for the deregulated counties in Georgia; AGL owns the pipeline system that distributes natural gas to residential and commercial consumers. Stream provides the gas that AGL transports through its pipelines to you. AGL also installs and reads the meter at your home or business, which is why you should contact them in case of emergencies such as gas leaks.

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I need to setup a payment arrangement/need an extension. Can you help?

Stream is here for you! We offer extensions to our Georgia customers up to 7 days from their original disconnect letter's due date. If you need more assistance, please don't hesitate to contact us before your scheduled disconnect date at 866-447-8732.

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What is AutoPay and how can I enroll?

AutoPay saves you money and time by conveniently and automatically deducting your monthly account balance from your banking account or credit card of choice. Enroll through your My Stream Account or by using the My Stream Connect App.

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How can I pay my Stream bill and verify payment was received?

All payments should be made directly to your local utility by following the instructions on your bill.

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What is a smart meter?

Smart Meters provide detailed information on your energy usage throughout the day and can be read remotely. If you have a smart meter installed, you can use this information to better manage your electricity usage, save money and help the environment by registering at www.smartmetertexas.com.
Unlike traditional electric meters that only measure total consumption, Smart Meters show when the energy was consumed. In 2005, the Texas Legislature directed the PUC to authorize TDUs to assess a surcharge to recover the costs of Smart Meters. The AMS charge is a pass thru from your local utility and will be shared among all electricity users in each TDU area. It simply allows the utility to recover some of the costs associated with changing out the older meters with new, advanced ones.

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How do I apply for net metering?

You can download and fill out Stream's net metering application here.

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Why was my service disconnected?

There are two scenarios where your service could be disconnected: you could be disconnected for non-payment if the disconnection letter we provided is past due; or your poles and wires company may disconnect service in cases of emergencies, meter tampering, or unsafe conditions.

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What makes up my bill and when is it due?

Your natural gas bill is made up of three main factors: Transmission and distribution costs, the gas charge, and taxes.
These are key components you will find in your monthly bill:
•Type of plan: You will be able to choose a natural gas plan with variable or fixed rates.
•Energy (Per-therm) rate: The amount of gas you’ve consumed is measured by a therm, or a unit of heat. Stream will bill you for the amount of natural gas you’ve used multiplied by the per-therm rate.
•Energy Charge: This is the amount of gas you’ve used during this month’s billing cycle. It is based on the total therms and the plan you’ve signed up for.
•Customer Service Fee: This Stream charge is to recover the cost to maintain and serve your account as a consumer.
•AGL Base Charge: This covers the associated costs for delivering the gas to your house and maintaining the pipelines and meters.
•Federal, state, and local taxes.
There may also be assessed penalty fees for insufficient funds or payment not accepted by your bank; a late charge, if your natural gas bill is past due; or an early termination fee, if you end your contract early on a fixed-rate plan. New or returning customers may be subject to a service connection charge and/or re-connection fees after being shut off for non-payment.
Due Dates: In Georgia, payment is due 20 calendar days after the date the bill is issued. The invoice is due and payable on or before the due date printed on the bill.

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I would like to apply for the AGL Senior Citizen discount. What do I need?

While you can download the application form here, you will need to initiate and complete the application process through Atlanta Gas Light. Remember, the applicant's name and the name on your gas bill must match to be eligible for the discount.

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How do I reset my password?

Can't remember your password? No worries! Click here to reset your password. You can even add security questions for an extra layer of protection.

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I was advised there is a Switch Hold on my meter. What should I do?

A Switch Hold is when a lock is placed on the ESI ID to prevent a customer from switching providers and leaving an outstanding balance. If your enrollment request was placed on a Switch Hold, you'll receive an email from us regarding next steps.

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I need to disconnect/transfer my services. How do I go about doing that?

Please contact Stream Customer Support to disconnect or transfer your service and one of our agents can process your request. Click here for the contact information for your area.

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As a participant in the Lite-Up Texas program, will I still receive a Stream Weekly Energy Report?

Yes! For customers on the Lite-Up Texas program, we project the actual total bill amount before your rebate.

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What does it mean that a state’s energy is deregulated?

In the past, one utility company provided all parts of your energy service, from the generation of energy to its transportation and distribution. The utility also billed you for your energy.
With deregulation, the retail supply of electricity and gas — that is, the actual “energy” supplied to your home or business – is now opened to various retailers who compete to provide better service and prices. That means that you can now choose your energy supplier. Deregulated retail supply includes customer service, rate plans and other customer incentive programs, allowing companies to compete for your business. Even after you switch to a new retail supplier, you’re still able to enjoy the same reliability that you did in the past.
Regardless of which company you choose, your electricity will continue to be delivered safely and reliably by your local utility.

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What if I can’t pay my bill on time? Will I receive a late fee?

If the invoice is not paid by its due date, a $10 late charge may be charged to your next bill. You'll also receive a disconnection notice allowing 15 more days for the payment to post to avoid disconnection for non-payment.

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What do I do if my power or gas is out?

• If your power is out, your safety is the first priority. If there are downed power lines, DO NOT go near them. Also, DO NOT try to restore electricity yourself or touch any equipment. Please call your local utility company immediately.
• If your gas is out, again, your safety is the first priority. Ensure that you and any loved ones are safe. DO NOT try to restore gas service yourself or touch any equipment. Please call your local utility company immediately.

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What is renewable energy? Where does Stream's renewable energy come from?

Renewable energy is energy that comes from resources that do not generate carbon emissions or air pollution and uses renewable resources of energy, like solar power or wind. Stream’s renewable energy comes from a combination of the following sources: solar photovoltaic, solar thermal, wind power, low-impact hydropower, geothermal energy, biologically derived methane gas, fuel cells, biomass energy, coal mine methane, large scale hydropower, waste coal, distributed generation systems, demand-side management, municipal solid waste, generation of electricity utilizing byproducts of the pulping process and wood, and integrated combined coal gasification technology. If you are enrolled on a qualifying energy plan, you can add eco+ for a small free and support renewable energy by visiting us online or contacting Customer Support at 888-685-7693.

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Should I contact my current provider to let them know that I wish to switch to Stream?

Stream will handle that for you. We'll notify your utility company that you've decided to switch your energy supplier, and then the utility company will notify your current energy supplier. After you complete Stream’s quick and easy enrollment process, that's nothing left for you to do but sit back and relax.

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Does Stream offer Average Billing?

Yes we do! Most of us have higher electricity bills during the summer and/or winter months and lower bills in the spring and fall. Average Billing allows you to even out your energy costs over the course of a year, making your monthly payment about the same and your budget easier to manage. To enroll in Average Billing, you must be a Stream customer for at least 3 months without an outstanding balance. Contact Customer Support at 888-685-7693 if you have questions. Also please be aware that it may take up to 1 or 2 billing cycles to take effect.

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I don’t have a current electric provider. How do I get service?

We'd be proud to serve your energy needs. You can enroll for new service online at MyStream.com or if you'd like to talk to a person, our Customer Support is available to help you enroll in a new service Monday through Friday, 7 a.m to 10 p.m. CT and Saturday and Sunday, 8 a.m. - 5 p.m. CT. Give them a call at 888-685-7693.

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Does using eco+ get rid of my carbon footprint?

Using eco+ can help offset all or a portion of your electricity-generated carbon footprint. How much it offsets depends on how much energy you use, as using eco+ is equal to offsetting 1,000 kWh of electricity each month.

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What can I do to lower my electric bill?

We list lots of new and innovative ways to save on your electricity bill over on our blog. Learn more about how you can save on your bill here.

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Do I have a carbon footprint?

More than likely, many of your daily activities result in greenhouse gas emissions, such as driving a car, disposing of waste or, yes, using electricity! You can get a rough estimate of your own carbon footprint by using the Environmental Protection Agency’s Household Carbon Footprint Calculator here.

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I need to setup a payment arrangement/need an extension. Can you help?

If you need more time to pay your bill, your account may be eligible for an extension or other payment assistance options. When you enroll in a Deferred Payment Plan, we may require an initial payment that is 50% of your account's total balance. The remaining balance will need to be paid over seven billing cycles along with your monthly invoices.

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I need to setup a payment arrangement/need an extension. Can you help?

We understand that sometimes you could use some assistance in meeting your financial obligations. When it comes to your electricity bill, we’re here to help. The local utility company handles all Customer Assistance Programs. Please contact them to see what options are available to you.

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How do I unsubscribe from the Stream Weekly Energy Report?

We'd hate to see you go, but to unsubscribe from the Stream Weekly Energy Report, select the Profile Center link at the bottom of the email to adjust your notification settings.

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What if I can’t pay my bill on time? Will I receive a late fee?

Your local utility company issues residential electric bills and oversees collections, so they should have a policy about late payments. Please contact them and they will provide you with that information.

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What are my account account numbers for AGL and Stream?

AGL assigns an account number to all natural gas service delivery endpoints. It's unique to your meter and your premise. This number can be found on any bill, whether it's from Stream or your previous gas company. If you cannot locate your AGL number, you can contact either your current natural gas company or AGL at one of the following contact numbers:
• Inside Atlanta: 770-994-1946
• Outside Atlanta Metro Area: 1-877-427-4321
You can find your Stream customer account number in the upper right hand corner of your Stream bill. Please use this number when requesting information about your account.

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Can I change my start date if I already scheduled it?

If you need to cancel or change your start date, please contact Customer Support at 888-685-7693 at least one business day prior to the appointment's scheduled date.

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I am considered as Critical Care. What should I do to let you know?

If you have special needs that require you to be dependent on electrical or powered medical equipment, please let our Customer Support team know when you apply for service. This step is very important to ensure that there are no issues with servicing you specific to your needs. If you're not sure if you qualify as Critical Care or are a Chronic Condition customer, please have your physician fill out the Critical Care and Chronic Condition Eligibility Determination Form [Click here to download] and send it to your TDSP.

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What products do you currently offer and do you notify customers when their contract ends?

You can see what products we offer in your state by clicking here and choosing your state. There are several to choose from, so you can find the right plan to meet your needs. Choose the service plan you like. Have your account information handy in order to make the process fast and easy.

Our goal is to help you safely transition to your next fixed rate product without experiencing a spike in your utility bills. That sometimes happens if one fixed rate agreement expires before locking-in the next fixed rate agreement. With your help, we'll make sure this does not happen to you.
You will receive multiples notices from us via email, phone and a physical letter to inform you of the upcoming contract expiration date as well as your available options.

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I received my Stream invoice and it’s more than the estimated amount on my Weekly Energy Report. Is this possible?

Yes, it's possible. The estimated invoice amount is calculated through several different estimates.

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Is Budget Power Plan the same as Your Plan?

Yes it is! We rebranded Your Plan to the Budget Power Plan so the most valuable benefit is front and center. The plan is an easy solution to simplifying your monthly budget, and we wanted to make that perfectly clear from the get go.

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Can I receive the Stream Weekly Energy Report for my business' meter?

The Weekly Energy Report is only available for Texas residential customers at this time.

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What is the Stream Weekly Energy Report?

It's your personal energy report. Stream emails it to you each week to help you manage your electricity usage. It provides detailed usage information to help you understand your usage patterns as well as a bill estimator that estimates your next invoice amount.

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Where do I find my utility account number and why does Stream need it?

Check your current energy bill for your utility account number. If you do not have your current energy bill, you can call your local utility company for the account number. They'll be happy to provide it to you.
In order to enroll in Stream energy, you need to have an active utility account at the address where you are requesting energy service. That number will remain the same no matter which competitive supplier you select. When you provide us your account number, we can confirm when your switch is completed faster.

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How can I pay my Stream bill and verify payment was received?

Every payment transaction ends with a confirmation number. So if you have a confirmation number, then that's the signal that our system received your transaction! You can also head to your My Stream Account and click on "Payment History" to verify that your payment is being processed. Stream offers a variety of payment options to meet your needs, all of which are very simple! Head over to the Payment page to find the available options in your area.

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What additional fees are associated with this Budget Power Plan? Is there a termination fee?

The only fees associated with the Budget Power Plan are a $250 Early Termination Fee. There are no minimum usage or base fees.

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What is energy deregulation?

In 2002, the Texas legislature passed a deregulation law that made it possible for consumers in most parts of Texas to choose their own electric company.

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How much does it cost to switch and how long will it take to switch?

Switching to Stream is free for you and your family. There are no fees associated. However before you switch, contact your previous provider to make sure you won't be subject to an Early Termination Fee if you switch immediately. Your switch will usually be finalized anywhere from 1-2 billing cycles, depending on the utility area and enrollment date.
The reliability and quality of service at your premise will remain the same after you switch. That means if you experience an outage or gas leak, you can count on your service being restored just as quickly as every other house on your block, regardless of your energy provider.

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As a new customer, am I required to pay a deposit? If so, how can I avoid it?

All customers who initiate the Stream enrollment process will undergo a credit check. If the minimum requirement is not met, a deposit must be received before the switching and/or enrollment process can begin. Click here to see the deposit options we have available.

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What happens if I go over the kWh usage in my block on Budget Power? Will my electricity be shut off?

Our Budget Power Plan doesn't work like a prepaid plan, so if you go exceed your usage block, your service won't be interrupted. Instead, there is a price per excess kWh designated to the block you selected—just like a wireless data plan. You can switch to a different block free of charge, and the change will go into effect at the beginning of your next billing cycle. Switching to a different block will start a new 12-month contract.

Let's look at an example: if your chosen block allows for a maximum of 1,000 kWh and you use 1,002 kWh, your bill would look like this: Your usage block's flat dollar amount + (2 kWh x excess rate associated with your block)

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What is Stream Green Certified?

The Stream Green Certified stamp is our way of guaranteeing the portion of renewable energy used for your plan or product is what we say it is: generated from 100% renewable resources like wind, solar, biomass or hydro.

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How can I track my energy usage?

The Weekly Energy Report makes it easy for you to track your energy usage. If you've got a valid email address on file, the report will arrive in your email inbox each week with a simple look at your average energy usage. You can also visit Smart Meter Texas to see how much energy you're using, but keep in mind the data isn't recorded in real time and may be up to 48 hours old.

Another thing to keep in mind: The information, data and/or other materials provided by Smart Meter Texas reflects only historical usage for a given time period and isn't intended to forecast or predict your energy needs. Stream is not affiliated with Smart Meter Texas.

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Why is my bill higher in certain months of the year?

Some of the most common causes of higher-than-expected electric bills are weather-related.
In hot weather, your electric bill may reflect:
• Higher than average air conditioning use.
• Extended use of swimming pool and spa pumps.
• Increased energy needed to keep refrigerators and freezers cold.
In cold weather, you may use more energy when:
• Heating systems or portable electric heaters are in use.
• More lighting is required for longer nights.
• Holiday lighting and appliances are used for entertaining.
Your electric bill may also be affected by higher days than average in the billing period, a previous unpaid balance, or your enrollent on a variable rate plan.

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Is the Budget Power Plan a prepaid plan?

No, the Budget Power Plan isn't a prepaid plan. You'll receive an invoice at the end of each billing cycle and pay by the due date, just like any other plan. And if you exceed your usage block, there's a price per excess kWh designated to the block you selected.

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If my energy rate changes during a billing cycle, will the rate-change be factored into the bill estimate?

Yes. Stream's bill estimator will factor the rate change into the calculation made towards the final bill estimate.

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How can I renew to a fixed rate plan?

We'd be honored to help you with that request. Contact Customer Support by visiting us online or Texas customers can call 888-685-7693 to lock in a fixed rate and wake up to peace of mind. Not in Texas? Call 866-447-8732.

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How is my usage estimated in the Stream Weekly Energy Report?

Your estimated usage is estimated based on a weighted daily trend over the last 90 days of your actual usage. Then it is multiplied by the remaining days in your billing cycle.

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What is eco+?

eco+ is an upgrade that helps you offset your energy-produced carbon emissions by applying 1,000 kWh of renewable energy to the electric grid on your behalf. You can upgrade any conventional Stream Energy plan for a small monthly fee.

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What does my bill consist of and what are additional fees I can expect?

Most of your invoice amount consists of costs from generating electricity and maintaining the network infrastructure, or getting that energy to your home. In a broad sense, your bill will contain three main factors: transmission and distribution costs, the energy charge, and taxes.

TDU charges are pass-through charges from the local utility for delivering the power to your home. This fee is also used to pay for the service and maintenance of the poles, wires and meter. All TDU charges are regulated and approved by the PUC. Some TDU charges are recurring, meaning you will see them on every bill, and can vary depending on the amount of kWh used. Other TDU charges are one-time fees triggered by certain actions. The Energy Charge is the price paid per kWh, which excludes recurring and non-recurring charges that are itemized on a monthly invoice.

*The Average Price includes the energy charge, gross receipt tax, Public Utility Commission assessment and a minimum usage fee (if applicable). This also includes the transmission and distribution charges, fuel charges, and other fees.

Taxes are a compulsory contribution to state revenue, levied by the government on workers' income and business profits or added to the cost of some goods, services, and transactions.

If the invoice is not paid by its due date, a late charge of 5% of the invoiced amount will be applied to your next bill. If a disconnection letter must be created, you will be responsible for an additional $10 fee. Your disconnection notice will allow 10 more days for the payment to post and avoid disconnection for non-payment.

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How do I enroll with Stream?

Enrolling with Stream is now easier than ever! Simply click here to enroll and get one step closer to becoming a customer.

You can also enroll over the phone with Customer Support by calling us at 866-447-8732. Please have your utility account number handy. The process is quick, easy, and usually only takes about 4 minutes to complete a request for service.

We look forward to serving you.

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How do I know when my meter will be read again?

Your current energy bill lists your next meter read date. If you do not have your current energy bill, you can call your local utility company to find out when your meter read is scheduled. They are happy to provide this information for you.

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How is the Stream Weekly Energy Report beneficial to me?

The Weekly Energy Report is a great tool to help you manage your usage and your budget! With the usage and temperature graph, you can identify what times of day you are using the most energy, and view the corresponding temperature outside during these times, to better recognize your energy usage trends.

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What is Your Rights As a Customer disclosure?

The Your Rights As A Customer disclosure informs you of your rights as mandated by the PUC.

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I’m on a Variable Price Plan. How do I lock into a fixed rate contract?

Switching to a fixed rate contract from a variable price plan is a great choice - you'll find even more peace of mind and price certainty when you lock in a fixed energy rate. Click here to enroll in a fixed rate agreement. Once you choose the service plan you like, please have your account information handy. If you'd prefer to discuss your options, give Customer Support a call at 866-447-8732. We're here to help you make the right decision for you and your family, quickly and easily.

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I am experiencing a power outage. Who do I contact?

If there is a power outage in your area, you will need to contact your local TDU, which is your poles and wires company. They’ll work on restoring power to your premise at their earliest convenience. Their phone number is printed on your Stream bill. If you don't know who your TDU is by, refer to your bill for the first four digits of your ESI ID.
• Oncor: 888-313-4747 or report online at stormcenter.oncor.com.
(Oncor can link five different phone numbers with your ESI ID to speed restoration when you call to report outages; call 888-313-6862 to set this up. You can also text the word OUT to 66267 to notify Oncor and receive updates on the outage status.)
• Centerpoint: 800-332-7143
• AEP Central: 866-223-8508
• TNMP: 888-866-7456
• AEP North: 866-223-8508
• Sharyland Utilities Service Area: 800-442-8688
• Sharyland Utilities McAllen Service Area: 956-668-9551
Your safety is our top priority during a power outage. Please ensure that you are safe from immediate danger. If there are any exposed or downed power lines, DO NOT go anywhere near them.

If you were disconnected for non-payment, you'll need to pay your outstanding amount and any applicable fees in order to be reconnected. Please be advised that it takes anywhere between 24 – 48 hours to have your power restored. You do not have to be home to have your power restored; however, if you do not have a Smart Meter, please make sure your meter is accessible in order to avoid additional delays.

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How is the AGL Base charge calculated?

The following charges are used to calculate the AGL Base charge:

• Customer Charge: A fixed monthly fee for gas connection to your home or business.
• Ancillary Service: Covers the cost of meter reading.
• Dedicated Design Day Capacity (DDDC): A charge that recovers costs associated with delivering gas to your home or business.
• Peaking Service: Covers the fixed cost of operating company-owned, above ground storage facilities. This ensures an adequate supply of gas on the coldest day of the year. This service is only charged to customers in the Atlanta, Macon, and Valdosta delivery groups.
• Social Responsibility Fee: Covers the cost of funding the Senior Citizens Discount Program for low-income customers.
• Environmental Response Cost (ERC) Recovery Fee: Recovers expenses related to cleanup of former manufactured gas plant sites.
• Strategic Infrastructure Development and Enhancement (STRIDE): Covers the cost of specific GPSC-approved programs to maintain the integrity and reliability of the Atlanta Gas Light pipeline system.
• Franchise Recovery Fee (FRF): Recovers fees paid by Atlanta Gas Light to local governments for the use of public rights-of-way for natural gas lines and other facilities.

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I signed up for a fixed rate contract and you just changed your rates. How do I get the new rate?

For questions about your rate or changes to your contract, please contact us at 866-447-8732.

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How is my personal and financial information kept safe?

We take protecting your information and privacy very seriously, and use several methods to ensure that your Stream and My Stream Account information are secure:
• User ID and Password: Your User ID and password are unique identifiers that only you should know. Please do not share your user name and password with anyone.
• SSL: We use Secure Socket Layers, which ensures that your connection and private information are secure from outside inspection.
• Encryption: We use 128 bit encryption to make your information unreadable as it passes over the Internet.
• Automatic Sign Out: Your My Stream Account will automatically sign you out of a session if you are inactive for 20 minutes.

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How will eco+ show up on my monthly bill? Can I cancel at anytime?

The eco+ charge will appear on your monthly bill as a separate line item and is not included in the average price per kWh. When you opt in to eco+, it will be applied to your plan every month until you opt out. You may opt out anytime online or by phone, without penalty.

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Will I receive a penalty if I switch or cancel while on a fixed rate plan?

If you need to cancel your fixed rate plan, please contact our Customer Support team. They can help your review your options and make the best decision for you and your family. Depending on your plan and agreement, you may be subject to an Early Cancellation Fee. As a general rule, we do not advise cancelling a contract before the expiration date. Click here to view our Contact Us page or Texas customers can call 888-685-7693. Not in Texas? Call 866-447-8732.

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What is an electricity grid?

An electricity grid is an interconnected network for delivering electricity from suppliers to consumers.

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What makes my bill so high in certain months of the year?

Some of the most common causes of higher-than-expected energy bills are weather-related. Almost one-half of the energy we use in our homes is used for heating and cooling. Hot water heaters are the second largest users of our home energy, followed by refrigerators and freezers. In cold weather, your energy bill may reflect: •Higher-than average heating system use. •Extended use of swimming pools and spa pumps. •Increased energy needed to keep refrigerators and freezers cold. •More cooking and hot showers due to visitors at home during the holidays. Your energy bill may also be affected by: •More days than average in the billing period. •A previous unpaid balance. •Being in a variable rate plan.

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How is my electricity consumption measured?

The electricity you use each month is measured in kilowatt hours (kWh). A kilowatt hour is 1,000 Watts of electricity used for one hour. Stream receives your kWh consumption from your local utility; they read your meter each month and then subtract the previous month’s reading. You can view the previous and current month’s readings on the back of your monthly bill. If your meter has a multiplier, it will be indicated on the meter's face. To determine your kWh consumption on a meter with a multiplier, simply multiply the difference in readings by the multiplier.

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Does everyone pay the same base charge?

No, the base charge is unique to each home or business. It's calculated with allowances for how much gas each home consumed during the coldest period of the past year. The base charge for each home varies with the size of the home and the types of gas appliances used. Having enough pipe and storage capacity to meet every customer’s need during the coldest weather is the challenge AGL must meet.

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Is there any cost associated with receiving the Stream Weekly Energy Report?

Not at all! The Weekly Energy Report is a free tool for all Texas residential customers.

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Should I contact my current provider to let them know that I wish to switch to Stream?

No need! We can take care of that for you, and we'll make sure your service is transferred seamlessly. You may want to check in with your provider, though, to see if they have any Early Termination Fees you would be responsible for after you switch.

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Why did I receive a bill from another company and not from Stream?

We know that situation can be confusing if it happens. If you are suddenly receiving a bill from a company other than Stream or your utility that you never consented to, then you may be a victim of slamming. The first thing you should do is contact our Customer Support team and let us know of the situation. Click here to view our Contact Us page or Texas customers can call 888-685-7693. Not in Texas? Call 866-447-8732. We will do everything on our end to regain you as our valued customer.

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Why am I receiving the Stream Weekly Energy Report?

If you are a Stream residential customer in Texas with a Smart Meter and a valid email address, then you'll receive the Weekly Energy Report. The good news is that the Weekly Energy Report is a great tool to help you manage your usage and your budget.

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How do I link a new account or multiple service accounts within the app?

Tap on the menu in the top right corner.
Select "Settings."
Select "Linked Services."
Use your account number (found on a bill or text notifications) and the last four digits of your SSN to link your services.

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As a new customer, am I required to pay a deposit? If so, how can I avoid it?

All customers who initiate Stream's enrollment process will undergo a credit check. If the minimum credit score requirement is not met, a deposit must be received before the switch or enrollment process can begin. The good news is, after 6 months of good payment history, you'll get your deposit back. There are also several deposit waiver options available for qualifying customers.

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What is the Electric Reliability Council of Texas (ERCOT)?

The Electric Reliability Council of Texas (ERCOT) is the corporation that administers and maintains the reliability of the state's electrical power grid.

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I have not received my monthly bill yet. How can I get a copy?

Simply create a My Stream Account. With a My Stream Account, you can conveniently view, download and print your current and previous invoices at any time. You can also enroll in Paperless Billing, which will send you a monthly bill electronically if you'd prefer not to receive paper copies.
You can also request a copy of your current invoice through our automated phone system.
If you decide to receive paper bills, be aware that it can take 3 business days for the postal service to deliver it to your billing address.

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What if I have a pending disconnection, but my medical condition requires that I have electricity?

We take these requests very seriously and want to ensure your safety. If you have a medical condition and are at risk of being disconnected, please contact Customer Support at 888-685-7693 to request payment assistance before the stated date of disconnection.

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Do all Georgians get to choose their gas provider?

Natural gas deregulation in Georgia only applies to Atlanta Gas Light Company’s (AGLC) service area. Only those who reside in the AGLC’s service area can experience the benefits of natural gas deregulation.
Regardless of the company you choose, your natural gas will continue to be delivered safely and reliably by AGL (your LDC), which is regulated by the Georgia Public Service Commission.
Stream is licensed to re-sell natural gas and will serve as your direct contact for gas service issues. We'll also bill you for the energy used and the pass-through charges associated with the transmission and distribution of the natural gas.

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I have not received a bill in months. What do I do and how can I get a copy?

Have you created a My Stream Account? You can conveniently view, download, and print your current and previous invoices at any time. You can also enroll in Paperless Billing through your My Stream Account, or request a copy of your current invoice through our phone automated system.
If you decided to receive paper bills, be aware of the following:
• It can take 3 business days for the postal service to deliver it to your billing address.
• Your billing cycles can vary depending on when we receive the readings from AGL, which is why your bill may be generated and sent a few days later than other months.
Please note: in Georgia, invoices will not be generated unless we receive consumption (billable consumption) from AGL. Readings may be skipped for many reasons including weather, bad dog, locked fences, etc.
Once AGL sends the readings, we will bill you for the skipped billing cycles.

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How do I link a new account or multiple service accounts within the app?

Sign in using the credentials for your My Stream Account. Your services will automatically display in your dashboard.

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What plans are available in my area?

Glad you asked! Click here to find out what plans are available in your area.

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How can I apply for a critical customer or load designation?

Applying for a critical customer or load designation?

Here’s what you should know:

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 someone permanently residing in their home that 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 someone permanently residing in their home that has been diagnosed by a physician as having a serious medical condition that requires an electric-powered medical device or electric-powered device or electric heating or cooling to prevent impairment of a major life function through a significant deterioration or worsening 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 Stream at 1-888-685-7693 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 Service Provider on your behalf. Critical Load Public Safety Customer and Critical Load Industrial Customer designations require you to complete an application with your TDSP:

Please note that these statuses do not guarantee an uninterrupted, regular, or continuous power supply. If electricity is a necessity, the customer must make arrangements for on-site backup capabilities or other alternatives in the event of loss of electricity service.

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Environmental Disclosure Label

Washington, D.C.:

Click here to view the environmental disclosure label.

Delaware:

Click here to view the environmental disclosure label.

Illinois:

Click here to view the environmental disclosure label.

Maryland:

Click here to view the environmental disclosure label.

New Jersey:

Click here to view the environmental disclosure label.

New York:

Click here to view the environmental disclosure label.

Ohio:

Click here to view the quarterly environmental disclosure label.

Click here to view the annual environmental disclosure label.

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What is the history of variable rates in Delaware?

Residential: Here

Small Commercial: Here

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What is the history of variable rates in Pennsylvania?

Residential: Here

Small Commercial: Here

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What are the current and historical variable rates in Illinois?

Residential: Here

Small Commercial: Here

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