Frequently Asked Questions
After Hour CallsCooling
Cooling or Heating
Critical Price Period
General
Heating
Holiday Schedule
New Cooling and Heating System
Overrides
Phone Line
Pools
Programming
Thermostat
Rates and Price Periods
Surge Protection
Water Heating
Q. How can I contact Gulf Power after hours, holidays and weekends?
A. Simply call toll-free 1-877-655-4001 and listen for available options.
Q. Can I pre-cool my home before a higher price period?
A. Yes. You can pre-cool your home several degrees cooler than normal during a lower price period so that the temperature remains comfortable during the higher price period.
Q. It is the first cool or hot weather of the season. Why can't I get the heating or cooling system to operate?
A. With the first cool or warm weather of the season, make sure the thermostat is in the correct mode - either cool or heat. When on, COOL or HEAT will be displayed.
If you have a heat pump, make sure the thermostat indicates HEAT and not EMER HEAT.
Q. How do I know when the Critical Price is in effect?
A. If the red light on your thermostat is blinking at a slow single rate, it means that a Critical Period is about to begin. If the red light is blinking at a faster rate, it means that the Critical Period is currently in effect. In addition to the red light, the Critical Price Bar will also be displayed on the thermostat on the right-hand side of the display.
Q. Is there an audible signal in a Critical price period?
A. No. The thermostat does not generate any audible signals. If you hear a signal in the area near the thermostat, check the battery in your smoke alarm.
Q. Can a Critical price period occur during the weekend?
A. A Critical price can occur any time. Typically, it will occur during the High price period.
Q. When I have my cooling, heating, electric water heater or pool in temporary override, a Critical price period turns off the temporary override. Why?
A. Even with a temporary override in the High price period, if the Critical price goes into effect, the system will return to its programmed setting for the Critical period. If you want to change it back to what it was before the Critical, simply do another temporary override. Caution - be aware that the Critical price will be in effect.
Q. How do I set my cooling, heating, electric water heater or pool so that a Critical price signal does not turn off my override?
A. If you put the device in permanent hold, then the Critical price period will not reset your override. Caution - be aware that the Critical price will be in effect. You must manually reset the permanent hold to release the override.
Q. Are batteries needed in my thermostat?
A. No. The program is kept in permanent memory within the thermostat. In the event of a power failure, the screen will be blank. When the power is restored, the correct time will be sent from the gateway and will be displayed on the thermostat in about 1 minute.
Q. For years Gulf Power has said to keep the temperature at the same set point (78 degrees - summer / 68 degrees - winter) or not change the setting more than twice a day. How can I now save money by changing my thermostat settings throughout the day?
A. Under the standard rate, costs to produce and sell electricity are averaged and customers are charged a flat rate based on that average cost. Under the Energy Select rate, there are four prices that better reflect the actual cost to produce electricity. You can save money by pre-heating or pre-cooling or postponing the operation of heating, cooling or the pool pump, thereby shifting usage from the High and Critical price periods to the Medium and Low periods. This will allow you to save money by buying energy at the lower price. Heating water during the two lowest price periods is also an integral part of shifting loads. Energy Select provides the equipment to take advantage of the rate structure and time periods to save energy and money. In addition, with this increased control, you will also be able to reduce your overall energy consumption and save money.
Q. Can I pre-heat my home before a higher price period?
A. Yes. You can pre-heat your home several degrees warmer than normal during a lower price period so that the temperature remains comfortable during the higher price period.
Q. I have a gas furnace. How can I benefit from Energy Select?
A. If you have a gas furnace you have the opportunity with Energy Select to utilize the thermostat for "setbacks" that can reduce the total amount of energy required by the gas furnace and save you money. You may or may not benefit from the Energy Select system as much as electric heating or heat pump owners because gas companies do not have time-of-use rate structures. The ability to shift electric energy usage from higher price periods to lower price periods is where customers will experience their biggest savings potential as reflected on their electric bills.
Q. What happens with the price on the observed holidays of Memorial Day, July 4, Labor Day, Thanksgiving Day, Christmas Day and New Years Day?
A. There is no High price in effect on these observed holidays. In place of the High price will be the Medium price.
Q. I am going to replace my central heating and cooling unit. What do I need to do in reference to Energy Select?
A. Energy Select needs to be reconnected after the new heating and cooling unit is installed. Please ensure that the thermostat that goes with the new unit is installed with the unit. If the Energy Select system is ever removed, this will ensure you have a thermostat.
Q. How do I change the clock setting?
A. The clock can only be set internally from the gateway at your meter, which receives the correct time and day from the main computer at Gulf Power. In the rare event that an incorrect time is displayed, you should call 1-877-655-4001 and report the problem.
Q. What happens if I choose to remove the Energy Select system?
A. If you choose to discontinue Energy Select, all equipment will have to be removed from the premise. Your old thermostat, or a new one that you provide, will replace the Energy Select thermostat. Once you notify Gulf Power of your removal request, the company has 30 days to remove the equipment.
Q. If I want to discontinue Energy Select, is there a removal fee?
A. There is not a fee for removal of the system the first time you have Energy Select. Once removed, if in the future, you wish to reinstall Energy Select at the same address, an installation fee of $179 will be charged. We highly encourage you to remain on the program for at least one year. Savings are realized annually. If you discontinue at the end of the summer, you cannot benefit from the generous winter savings.
Q. If I use the temporary override, will the override be in effect for 1 hour in duration or until the next scheduled program change?
A. The water heater, when temporarily overridden will remain "ON" (power available to the elements if needed) for one hour and then revert to the current program settings. The cooling/heating system and pool pump will revert back to the program at the customer's next programmed time period.
Q. Can I have Energy Select and Digital Cable phone service?
A. Yes. Cable Digital cable phone service is compatible with Select.
Q. Can I have Energy Select and Knology Cable phone service in the Panama City area?
A. Yes. If you already have cable phone service and we install Energy Select there is no problem. If you already have Energy Select and install cable phone service, the gateway will stop calling the system manager computer. Please call toll-free 1-877-655-4001 after you have the service installed so Gulf Power can recalibrate the gateway to the new phone system.
Q. Can I have Energy Select and VOIP (Voice over Internet Protocol) internet phone service provided by an internet company?
A. No. Currently, VOIP phone services are not compatible with Select.
Q. Can I have Energy Select and only a cell or wireless phone service without digital or traditional phone company service?
A. No. Cellular or wireless phone service is currently not compatible with Select.
Q. How often will the gateway use my phone line to call the main computer?
A. Currently, the gateway will call 4 or 5 times a month including the billing call. These call are typically made between midnight and 6 a.m.
Q. What if I discontinue my traditional hardwired telephone line and go with a wireless cellular phone or VOIP (Voice over Internet) phone service? What effect would that have on the Energy Select system?
A. At this time, Energy Select requires a traditional hardwired telephone line, or digital cable phone (including Knology in Panama City). Your phone service provider must provide a dial tone on the customer-side of the outdoor phone box. This dial tone must be able to communicate with modems.
Q. If I install a sweeper, can I have another timer installed?
A. We can only install one timer for the pool pump. Typically, sweepers are operated manually since they can only have power when the pool pump is in operation and are needed only a couple of hours per day.
Q. Do I need to reprogram my pool pump on May 1 and Nov. 1 each year?
A. Yes. The appliance program option does not have seasonal programs like COOL and HEAT. To save money, reprogram the appliance to reflect the price period changes that occur on these dates.
Q. How can I keep my pool pump operating, regardless of price, 24 hours a day?
A. You have two options - one is to put the pool pump on permanent hold. The second option is to program all schedules and tier response to ON.
Q. Do I have to program water heating and my pool pump in A.M. /P.M. sequence?
A. Yes, the water heater and pool pump must be programmed to start the MORN program after midnight. Then program DAY as the next time, then EVE and finally the NIGHT period as the last P.M. program of the day. If the A.M. and P.M. times are intermingled, the thermostat could interpret the program incorrectly.
Q. With my heat pump in the winter, if I set my temperature back to 65 degrees at night, but want the temperature to increase to 70 degrees at 4:30 a.m., will the backup auxiliary heat strips come on and increase my heat pump's energy usage?
A. Not likely. When a heat pump recovers from a programmed setback temperature, the thermostat is designed to minimize the use of auxiliary heat. If the outdoor temperature is very cold or if the indoor temperature is very cold, and the heat pump cannot warm the home in a reasonable time period, the auxiliary may be used to assist the heat pump. Like all heat pump thermostats, if the thermostat is manually increased three degrees or more, the auxiliary heat will be activated. If the heat pump compressor is not operating properly (i.e., low refrigerant) or if the outdoor temperature is very cold (below the balance point), the auxiliary may be activated to assist the compressor in bringing the temperature to the desired level.
Q. What if my heat pump compressor fails to operate for some reason in the winter? How will I get heat?
A. This thermostat operates like all heat pump thermostats when emergency heat is needed. Simply press the SYSTEM key until EMER HEAT appears on the screen. EMER HEAT disengages the compressor and uses only the resistance elements for heat until the heat pump compressor can be serviced.
Q. How accurate is the thermostat?
A. The thermostat is a very accurate smart thermostat. It is more accurate than most thermostats commonly found in homes. Because of this improved accuracy, it is not uncommon for the smart thermostat to display a different room temperature than what you may be accustomed to with your previous thermostat.
Q. How long will the thermostat hold my program in the event of a power outage?
A. Because the program is stored in non-volatile memory, it is maintained through any length of power outage. The thermostat will not have to be reprogrammed after an outage.
Q. I am remodeling my home and need to relocate the Energy Select thermostat. Who is responsible for relocating and running the necessary wiring?
A. It is the responsibility of the customer and the contractor to relocate the thermostat due to remodeling. If the contractor is unsure of how to wire it back then they should call 1-877-655-4001 for assistance.
Q. What is the delay time on the thermostat if there is a power outage or if quick changes have been made just after the A/C or heat pump compressor has shut off?
A. Up to a 5-minute safety delay is built into practically all air conditioners and heat pump compressors as well as many thermostats to protect the compressor. If the temperature is adjusted during this 5-minute safety delay, the room temperature in the thermostat will flash.
Q. Does the prices shown in the literature include fuel charges?
A. Yes, the kWh charge includes fuel charges.
Q. Can a customer be on both Energy Select and the Flat Bill rate?
A. No. The price you pay for electricity is different on these two rates. Therefore, you cannot be on both rates at the same time.
Q. When will the rate change and will I be contacted if this occurs?
A. The base rates will only change when all other rates change. The fuel cost will change typically once a year in January. The summer and winter seasonal period changes occur on May 1 and Nov. 1. It is the responsibility of the customer to be aware that the periods change each May and November. Energy Select customers receive a newsletter up to four times a year, titled Selectricity, which will have reminders about the period changes.
Q. What are the rates, terms and conditions of the Energy Select rate?
A. Energy Select customers are on the Residential Service Variable Pricing or (RSVP) rate. Learn more about the RSVP rate schedule.
Q. Where can I find copies of all rate schedules, including current fuel charges that are included in the rate I pay?
A. Visit Electricity Pricing for information on Gulf Power's rates and fuel costs.
Q. Does Energy Select have surge protection?
A. Yes. Energy Select offers meter-based surge protection for surges through the power line. However, it is highly recommended that you purchase additional quality point-of-use plug-in surge protection devices to protect your expensive electronic equipment. The surge protection included with Energy Select does not provide lightning protection from direct or near direct hits, nor from surges entering the home through the phone system, trees, cable TV, fences, or driveways. It does not have a guarantee or insurance coverage associated with it.
Q. How can I tell if my surge protector is working?
A. If the surge protection device has sacrificed itself as a result of performing its duties, the gateway will automatically call the computer at Gulf Power with notification that the unit has failed. This call will normally occur within 24 hours of failure. If this happens, the surge protection device will be replaced with a new one.
Q. When leaving for an extended period of time in the summer, what is the best way to set my thermostat?
A. You could turn the unit off or you can press HOLD and raise the cooling temperature several degrees above your normal setting. You may want to run the air conditioner in the lower price periods, but maybe at a higher set point to dehumidify the house in the summer. NOTE: The thermostat cannot be set above 90 degrees. When you return, press the RUN button to return to your normal program.
Q. When leaving for an extended period of time in the winter, what is the best way to set my thermostat?
A. You could turn the unit off, but this is not a good idea if a hard freeze should occur. You can press HOLD and lower the heating temperature. NOTE: the thermostat cannot be set to below 45 degrees. When you return, press the RUN button to return to your normal program.
Q. What if I want to turn my water heater off when I go on vacation?
A. The water heater can be turned off from the thermostat, so there is no need to turn off your water heater breaker. As well as being a more convenient method of turning your water heater off, it also lessens the wear and tear on the circuit breaker since circuit breakers are not designed as on/off switches. When you permanently hold the water heater off, no power will be available to it, even in the low price period, until the permanent hold is cleared.
Q. Can I override the default "On" in the Low price period on my water heater?
A. The system default is for power to be available to the water heater from 11 p.m. to 5 a.m. in the winter and from 11 p.m. to 6 a.m. in the summer, when the LOW price period is in effect. This is to ensure that you will have a tank full of hot water and take advantage of the lowest price so you will have sufficient hot water when getting up in the morning. However, you can utilize the "HOLD" override to permanently hold the water heater in the OFF position. There is no "HOLD" override to permanently hold the water heater in the ON position.
Q. If the water heater is available to heat water from 11 p.m. to 5 a.m. how long will it remain heated in a 40-gallon tank?
A. If no hot water is used and both elements are working properly, the water will remain shower hot for several days. If no hot water is used between 5 a.m. and 10 a.m. the tank will be full of hot water when the customer arrives home. Very little heat loss will occur during this time. Only about 17-20 gallons of hot water is used per person per day for all uses such as washing, cooking, cleaning, etc.
If the bottom element has failed then only the top element will be heating water. In this case, the tank will be about 35 percent full of hot water. This could be what is happening if you start out with hot water and then quickly run out sooner than expected.
If the top element fails, power will not be available to the bottom element in which case no hot water will be available.
The logical way to ensure a full water heater tank in the early evening in the summer is to pre-heat the water by having the elements operate for at least an hour and a half between 10 a.m. and 1 p.m. year-round. This will "top off the tank" from any morning usage, ensuring hot water in the early evening.
Q. Why can't I get my water heater to turn "On"?
A. It could be that the Price Response is set to OFF (displayed as "OF" on the screen). For example, if you program the water heater to turn off in the Medium tier and the current price period is Medium, then the water heater will turn off regardless of any other programming for the water heater at that time.
Q. Should I program my electric water heater to come ON at 6 a.m.?
A. Probably not. The system default is for power to be available to the water heater from 11 p.m. to 5 a.m. in the winter and 11 p.m. to 6 a.m. in the summer, when the Low price period is in effect. The tank will already be full of hot water at 6 a.m. In the winter, you don't want to heat water between 6 and 10 a.m. since that's the High price period. However, in the summer you can program the water heater to operate for one or two hours before 1 p.m. to top off the tank. This will ensure that you have plenty of hot water in the High price period.
“Getting on Energy Select was the smartest thing I ever did. I’ve been with the program since the very beginning and I’ve never had a bill more than $100.”
Inga Grooms, Shalimar
