Frequently Asked Questions
Answers to questions
we're most often asked about our electricity and natural gas service to homes.
If you have others, please let us know. We'll make every effort to answer your
question quickly.
Why is my bill higher than normal this month?
Your monthly bill can vary for a number of reasons: - your
energy usage
- the severity of the weather
- the date
your meter was read
- new appliances
- change in lifestyle
(new baby in the house, elderly person moved in, etc.)
- the price
of gas for the days within the days of your usage.
If you'd
like more information on how to manage your gas bill, call (800) 674-9473 or contact
PNM Customer Care. 
Contact PNM Customer Care
How do I get my service connected?
To get PNM service
to your home, call the PNM Customer Care number for your area. With advance notice,
we usually can connect your electricity service within a day. Gas service takes
a few days — longer in the winter. If you've never had electricity or gas
service with PNM, you may be required to pay a deposit, which will be added to
your first bill. However, if you can provide PNM with a letter of credit (covering
the previous 12 months) from your previous utility, stating that you paid your
bills on time, we'll waive the deposit. Have your utility mail or fax the letter
to PNM, or bring it in to us at one of our convenience centers.
Contact
PNM Customer Care
Locate PNM customer convenience centers
How do I get my service turned off?
Disconnecting your electric and/or gas service to your home, or transferring
it from one residence to another, is as easy as calling the PNM Customer Care
Department or visiting one of our Customer Walk-in Centers. Scheduling is based
on availability so please give us a call as soon as you know when you're
moving.
Contact PNM Customer Care
Locate
a Customer Walk-In Center
My service was disconnected. How do I get it reconnected?
If your service was disconnected because of non-payment, you'll need to speak
with a customer care representative either by phone or in person at one of
our Customer Walk-in Centers.
You
will be asked to pay the past-due amount, reconnection fees and deposit before
we can turn your service back on. The amount of the deposit is based on the
usage at your property. Deposits will be returned on the 13 th month following
12 consecutive on-time payments.
Locate PNM customer convenience centers
Locate
a Customer Walk-In Center
When will my meters be read next?
Your meters usually are read about the same time each month. You can contact
PNM Customer Care to obtain a meter reading schedule.
Contact PNM Customer Care
Can I read my meters myself?
Yes. Reading a meter is easy to do once you learn how to do so. It also can
help you better understand how you're being charged for your energy use.
Learn
how to read your meters
Contact PNM Customer Care
Can I pay my bills online?
You can pay your bills with credit cards, ATM debit cards and electronic checks
via My PNM. Fees will apply. You also can have your bills paid automatically —
and for free — with Automatic Bank Draft.
Learn more about Automatic Bank Draft
What is Budget Billing
and how do I sign up for it?
Budget Billing can
level your payments from month to month. Call or email Customer Service with your
name, address and account number, and we'll sign you up on the spot provided that
you are current on your payments.
Learn more about Budget Billing
Contact PNM Customer Care
Can I have my payment automatically deducted from my bank
account?
Yes. With your authorization, your monthly
bill payment can be deducted from your savings or checking account and sent to
us. All you need to do is print, complete and mail the authorization form. Auto
pay is available with Budget Billing.
Learn more about Budget Billing
Learn more about Automatic Bank Draft
What do I do if I can't pay my bill?
If you're having trouble paying your bill, contact PNM Customer Care right
away. One of our representatives might be able to set up special payment arrangements
for you to avoid a disconnection of your service. If you don't call, you will
have your service disconnected and it will cost you more money to have the service
reconnected. You also may want to check into the agencies in town that help people
who are having trouble paying their bills.
Contact PNM Customer Care
Bill payment-assistance programs
Why is my bill more than one page long?
The Public Regulatory Commission requires that we provide certain information
to our customers. To incorporate all the information that the PRC requires in
a legible, easy-to-read manner, we need more space than one page can provide.
What does all that information on my bill mean?
There's a description of each item on the back of your bill. If you don't understand
an item, please contact us or view our online explanation.
Contact PNM Customer Care
Where is the nearest customer service office?
For you convenience, there are several customer service walk-in centers across
the state.
Locate PNM Customer Care walk-in centers
Can I view information for my account online?
Yes. Register to use My PNM and access your bill and other
bill-related information.
Learn more about
View My Bill and My PNM
Why does PNM trim trees?
PNM
trims trees that threaten your power service. If your trees are brushing near
or into overhead lines, contact PNM Customer Care and our crews will do the trimming
at no cost. This service is part of the electricity rates you already pay. We
urge you not to trim your trees yourself unless the trees are at least 10 feet
from the electric lines. If you do, please call us about disconnecting your service
line to help prevent any accidents.
Contact PNM Customer Care
Learn more about PNM's tree-trimming initiatives
How
can I get a streetlight in my neighborhood fixed?
If
there's a streetlight out in your neighborhood, contact PNM Customer Care.
Contact
PNM Customer Care
What if my electricity goes off?
First, check your breakers. If this doesn’t solve the problem, call PNM
Customer Care. There may be an outage. If you have a battery-powered radio, tune
in to KKOB radio (770 AM) for news updates. PNM provides information about large
outages to local radio and television stations.
Contact PNM Customer Care
How can I order the PNM cookbook?
Copies of Cocinas de New Mexico are available for $11.95 each. Proceeds
benefit our Good Neighbor Fund.
Learn more about Cocinas de New Mexico
Ordering
information for Cocinas de New Mexico | 
