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Please call

888-301-7700

View all contact numbers here.

IF YOU SUSPECT A GAS LEAK, LEAVE THE AREA IMMEDIATELY AND CALL UNITIL AT THE NUMBER BELOW FROM A SAFE LOCATION.

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866-542-3547

View all contact numbers here.

Please call

888-301-7700

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IF YOU SUSPECT A GAS LEAK, LEAVE THE AREA IMMEDIATELY AND CALL UNITIL AT THE NUMBER BELOW FROM A SAFE LOCATION.

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866-900-4460

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Please call

866-933-3821

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Please call

800-852-3339

View all contact numbers here.

Please call

800-582-7276

View all contact numbers here.

IF YOU SUSPECT A GAS LEAK, LEAVE THE AREA IMMEDIATELY AND CALL UNITIL AT THE NUMBER BELOW FROM A SAFE LOCATION.

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866-900-4115

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Please call

866-933-3820

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IF YOU SUSPECT A GAS LEAK, LEAVE THE AREA IMMEDIATELY AND CALL UNITIL AT THE APPROPRIATE EMERGENCY NUMBER BELOW FROM A SAFE LOCATION.

GAS EMERGENCIES

CUSTOMER SERVICE

How do I login to my online account?
Answer:

You may use your existing username if you previously had a MyUnitil profile and will be asked to reset your password. If you're a new user, you'll be asked to provide some basic information, including your new Unitil account number, the last four digits of your social security number or Tax ID, and to define a username and a password for your new profile. If you have not yet set up service, you will need to do so first in order to receive your Unitil account number. Then, you may set up your online profile so you can manage your account on the web. 

Request new service here

I've logged in to my online account but cannot access my billing or usage data. Why can't I see it?
Answer:

If you've signed up for new service recently, you will need to wait one billing cycle for your account information to be available online. 

If you are an existing customer, please call us toll-free and we'll assist you.

Electric and gas customers, please call 888-301-7700.
Electric customers, please call 800-582-7276 (Seacoast-area) or 800-852-3339 (Capital-area).  Gas customers may call 866-933-3820.
Gas customers, please call 866-933-3821.
Do I have to pay my e-bill if I have a credit balance?
Answer:

If you have a credit balance, the amount due summary line will show a zero balance. The exact amount of the credit can be found by looking at the bill detail.

What if I forget my e-bill password information?
Answer:

Our legacy e-bill program is offered through our partner, Checkfree. You can call Checkfree's support team toll-free at 800-564-9184.

New! We now offer email and text notifications for various types of account notifications. Customers are encouraged to manage their bill delivery and other communication preferences on our secure website

How do I add or remove accounts on my e-bill?
Answer:

To add or remove an account from your MyUnitil profile, log in to our secure website and navigate to the My Accounts or Account Summary page. Click "Add Utility Account" to look up other Unitil accounts associated with your customer ID. If the account you are looking for is not listed please fill out our Questions & Comments form and our Customer Service team will assist you. 

Why does my budget billing monthly payment amount sometimes change?
Answer:

Generally, your budget billing monthly payment amount will change once or twice within the year. These adjustments are made to your payment amount to prevent you from having a large amount due or credit balance at the end of the program year. Prior to our changing your payment amount, we will include a note on your bill to make you aware of the new amount, which will appear on your next bill. The decision to change your payment amount is based on several factors. While we try to limit the number of adjustments, your payment amount may change when:

  • The price of electricity and/or natural gas changes
  • Warmer or colder temperatures mean you will use more or less energy to heat or cool your home
  • Your monthly usage has changed compared to prior usage history that was used for calculating your payment amount
  • You have purchased or replaced appliances
How do I cancel my enrollment in the Budget Billing program?
Answer:
You may cancel your budget plan on our secure website by submitting a request on our "Questions & Comments" form, or contact our Customer Service Team at  888-301-7700800-852-3339 (Capital-area electric), 800-582-7276 (Seacoast-area electric), or 866-933-3820 (natural gas customers) 866-933-3821.  After we receive your cancellation request, your next billing statement will reflect the cancelled budget. Your bill will include any previous balance owed, your current charges, and your deferred balance from the program. The total amount billed will be payable by the due date reflected on your bill.
Where can I pay my bill in person?
Answer:

A number of payment locations are conveniently located throughout our MaineMassachusettsNew Hampshire service area.

 
Ayer Hannaford Supermarket #8010, 22 Fitchburg Rd. Mon-Sun 8am-9pm
Fitchburg ABS Gas & Co, 115 Lunenburg St. 
Fitchburg Cashlink, 440 Mechanic St. Mon-Fri 10am-8pm, Mon-Sun 10am-8pm
This location does not accept money orders.
Fitchburg

Castleway Market, 432 Mechanic St. Mon-Sun 6am-10pm
This location does not accept money orders.

Fitchburg JV's Package and Variety Store, 128 Fairmount St. Mon-Sun 9am-11pm
Fitchburg Twin City Market, 59 Whalon St. Mon-Sun 6am-9pm
Gardner Hannaford Supermarket #8019, 21 Timpany Blvd. Mon-Sun 8am-9pm
Leominster           Allens Department Store, 26 Main St. Mon-Sat 9:30am-5:30pm, closed Sundays
Leominster Hannaford Supermarket #8012, 927 Merriam Ave. Mon-Sun 8am-9pm
Leominster Hannaford Supermarket #8003, 118 Lancaster St. Mon-Sun 8am-9pm
Leominster Botanica Santa Martha 853 N. Main St. Mon-Sun 8am-10pm
Lunenburg Hannaford Supermarket #8388, 333 Mass Ave. Mon-Sun 8am-9pm
Townsend Hannaford Supermarket #8009, 18 Main St. Mon-Sun 8am-9pm
Westminster Westminster Convenience Store, 217 State Rd. E Mon-Sun 9am-10pm
Auburn Hannaford Supermarket #8347, 95 Spring St. Mon-Sun 8am-9pm
East Waterboro        Hannaford Supermarket #8221, 20 Sokokis Trail Mon-Sun 8am-9pm
Falmouth Hannaford Food & Drug #8222, 65 Gray Rd. Mon-Sun 8am-9pm
Lewiston Hannaford Supermarket #8265, 692 Sabattus St. Mon-Sun 8am-9pm
Portland Hannaford Supermarket #8351, 295 Forest Ave. Mon-Sun 8am-9pm
Portland Hannaford Supermarket #8354, 787 Riverside St. Mon-Sun 8am-9pm
South Portland Hannaford Supermarket #8279, 50 Cottage Rd. Mon-Sun 8am-9pm
South Portland Hannaford Supermarket (Maine Mall) #8387, 415 Philbrook Ave. Mon-Sun 8am-9pm
Westbrook Hannaford Supermarket, 7 Hannaford Dr. Mon-Sun 8am-9pm
Concord Hannaford Supermarket #8329, 73 Fort Eddy Rd. Mon-Sun 7am-9pm
Dover Hannaford Supermarket #8373, 833 Central Ave. Fri 8am-8pm, Sat-Thurs 8am-9pm
Durham Hannaford Supermarket ,7 Milll Rd. Mon-Sun 8am-10pm
East Hampstead          Hannaford Supermarket #8190, 305 Sandown Rd. Mon-Sun 8am-9pm
This location is no longer accepting verbal or handwritten account numbers. Please bring a copy of your monthly bill.
Exeter Hannaford Supermarket, 141 Portsmouth Ave, Mon-Sun 7am-8pm
Greenland Travel America, 108 Ocean Rd. Mon-Sun 7am-11pm
Hampton Hannaford Supermarket #8319, 630 Lafayette Rd. Sat-Thurs 8am-7pm, Fri 8am-8pm
This location is no longer accepting verbal or handwritten account numbers. Please bring a copy of your monthly bill; shut-off notices do not constitute a bill.
New London Hannaford Supermarket #8246, 295 Newport Rd. Mon-Sun 7am-9pm
Northwood Hannaford Supermarket #8160, 174 First New Hampshire Rd. Mon-Sun 8am-9pm
Portsmouth Hannaford Supermarket #8149, 800 Islington St. Mon-Sun 8am-9pm
Raymond Hannaford Supermarket #8120, 2 Freetown Rd. Mon-Sun 8am-9pm
Rochester Hannaford Supermarket #8315, 290 North Main St. Mon-Sun 8am-9pm
Rochester Hannaford Supermarket #8317, 11 Milton Rd. Mon-Sun 8am-9pm


Please be aware that some locations may require a bill in order to make a payment or process a security deposit. Federal requirements limit the maximum payment amount at $2,500 per transaction. Use only authorized payment agents to facilitate timely payment posting!

Many of our customers pay their bill directly to us or use a payment agent that we've authorized to collect customer payments. However, some customers have used bill payment services that do not have any arrangements with us to process payments. We cannot ensure that payments made through one of these unauthorized bill payment services will be forwarded to us in a timely manner or even ensure that payment will be forwarded at all.

To protect yourself and your utility service, be sure to follow these steps:

  • Use caution when making your payment through a third-party bill payment service that is not authorized by Unitil.
  • Be sure to bring both portions (top and bottom) of your bill or provide your 14-digit Unitil account number.
  • The payment agent might charge a service fee for each transaction. Check your local phone directory and contact the payment agent for specifics. Most importantly, always keep your receipt.
What information do I need to start an account?
Answer:

You will need to provide us with a handful of information to start service at a new location:

  • The address of the new location
  • The property owner's information (if applicable)
  • The former tenant's name (if applicable)
  • Your name
  • Your social security number
  • Your telephone number at the new location
  • Your mobile or business phone number
  • The date you are requesting service
  • Spouse's name (if applicable)
How do I read my meter?
Answer:

Your meter could be one of several models we use in our service areas. Digital and odometer displays are the most straightforward to read because they present your energy usage directly; dial meters can be a little more difficult. Click here to learn how to read your dial meter.

What can I do if I am facing a shutoff?
Answer:

If you have received a termination notice, call us immediately at 800-852-3339 for Capital-region electric service, 800-582-7276 for Seacoast-region electric service or 866-933-3820 for New Hampshire gas service.  If you are calling on the date of termination, we cannot guarantee your service will not be shut off.

Avoid shut-off by taking these steps:

Pay Online or by Phone - We accept payments by credit/debit card or electronic check on our secure website, or via our automated telephone system by calling 800-852-3339 for Capital-region electric service or 800-582-7276 for Seacoast-region electric service. For gas customers, please call us at 866-933-3820.

Pay in Person - Find a payment location near you by viewing the "Where do I pay in person?" FAQ on this page.

Late Charges: Your payment is credited to your account on the date Unitil receives the payment. If payment is not received by the due date of your current bill, a late payment charge will be added to your account. The late payment charge for gas service is 1%. The late payment charge for residential electric service is 1%. The late payment charge for commercial electric service is 1.5%.

If you have received a termination notice, call us immediately at 888-301-7700.  If you are calling on the date of termination, we cannot guarantee your service will not be shut off.

Avoid shut-off by taking these steps:

Pay Online or by Phone - We accept payments by credit/debit card or electronic check on our secure website, or via our automated telephone system at 888-301-7700.

Pay in Person - Find a payment location near you.

Late Charges: Your payment is credited to your account on the date Unitil receives the payment. If payment is not received by the due date of your current bill, a late payment charge will be added to your account. The late payment charge for gas service is 1%. The late payment charge for residential electric service is 1%. The late payment charge for commercial electric service is 1.5%.

If you have received a termination notice, call us immediately at 866-933-3821.  If you are calling on the date of termination, we cannot guarantee your service will not be shut off.

Avoid shut-off by taking these steps:

Pay Online or by Phone - We accept payments by credit/debit card or electronic check on our secure website, or via our automated telephone system by calling 866-933-3821.

Pay in Person - Find a payment location near you by viewing our "Where can I pay in person" FAQ on this page.

Late Charges: Your payment is credited to your account on the date Unitil receives the payment. If payment is not received by the due date of your current bill, a late payment charge will be added to your account. The late payment charge for gas service is 0.892%.

Where can I mail my payment?
Answer:

To mail in a payment, please address it to:
Unitil
P.O. Box 981077
Boston, MA 02298-1010
 

Does Unitil install appliances like heating systems, boilers and gas cooking equipment?
Answer:
We don't offer the installation or direct sale of appliances such as heating systems or cooking equipment, but we do offer rental conversion burners and rental water heaters. To find a list of licensed contractors please click hereclick herecheck your local yellow pages
 
Am I eligible to participate in the Budget Billing Program?
Answer:

The Budget Billing Program is a free service available to all residential customers. Your account must be current with no overdue balance.

You may enroll anytime provided your bill is current. Our Questions & Comments form makes the process convenient. Simply select "Budget Request" from the picklist before submitting and one of our Customer Service representatives will review your account for eligibility.

Where can I find the latest outage and restoration information?
Answer:

 

We've centralized all of our outage information in a section on our site called the Outage Center. Here you'll find links to the latest news, public service announcements and outage updates for our customers, as well as general information on seasonal storm preparation, power restoration and being prepared for extended outages. 

We also have dedicated resources and information for municipal contacts in the communities we serve here.

Why is there a difference between billed demand and metered demand?
Answer:

There are two primary reasons you would see differences in these values.

First, the customer receives their services through a primary metered service, providing your facility with a higher voltage (typically 13.8 kV or 34.5 Kv). Due to the reduction of equipment required to provide this service, we extend a discount.


The second, less likely reason for the difference between the two values could be attributed to a customer’s substantial load variations throughout the year.  For instance, our NH G-1 (Large General Service Rate) customers could fall under our ratchet demand clause for large services, where customers are charged 80% of their highest demand over the last 13 months to compensate for additional resources required to serve those loads. Most customers are not affected by this situation, however.  

I don't see all of my accounts here. How do I add an account to my profile?
Answer:

 

Log in to your online profile at http://myaccount.unitil.com. On the main profile page, click the “Manage” button to the right to view the accounts you have associated with your profile. There are areas to add or group your accounts here.

Once you’ve added (or removed) your accounts on your profile, municipal customers are able to export this data set by clicking the “Spreadsheet Version” link at the bottom of the page. This has been very helpful for municipal customers that typically manage many accounts at various locations because it consolidates all of your accounts into one sheet for review. 

When are e-bills available for viewing?
Answer:

Typically a day or so prior to when you would normally receive them in the mail. They are emailed to the email address associated with your Unitil account. 

Will I still receive a paper bill if I enroll in e-billing?
Answer:

You may receive one more paper bill after you have enrolled in the program. After that, you'll receive email or text notifications to the information associated with your account when your next bill is ready to view. 

If you wish to revert to a paper bill, please update your communication preferences on our secure website or contact our Customer Service team.

How do I pay my e-bill?
Answer:

Your bill can be paid by selecting the "Pay" button. The payment date is automatically populated to match the due date and the amount on your bill. You may change the payment date or amount by highlighting the appopriate fields and entering the new information.
 

Your bill can be paid by visiting the "Make Payment" page after logging into our secure website. The payment date is automatically populated to match the due date and the amount on your bill. You may change the payment date or amount by entering the desired information.

We also offer a one-time payment feature through our secure website if you do not have a MyUnitil account. Look for a link when you reach the login page.

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