What are your office hours and toll-free customer service numbers?
Answer:

Our customer service hours are 7:00 AM to 9:00 PM Monday through Friday, and 8:00 AM to 8:00 PM on Saturday. However, you may call and use our automated system to report an electric outage or emergency, or to make a payment:

Capital-area customers: 800-852-3339
Seacoast-area customers: 800-582-7276

If you experience an outage, please call us at the toll-free number above to report it. You may also report your outage online.

What are your office hours and toll-free customer service numbers?
Answer:

 

Our customer service hours are 7:00 AM to 9:00 PM Monday through Friday, and 8:00 AM to 8:00 PM on Saturday. You may call 888-301-7700 and use our automated system 24 hours a day, 7 days a week for account inquiries and to make a payment.

If you experience an electric outage, please call us at the toll-free number above to report it. You may also report your outage online.

In the case of an emergency, please call 888-301-7700 24 hours a day, 7 days a week.  Gas emergencies should be reported immediately to 866-542-3547.

I've seen or heard ads claiming Unitil's electric supply rates are increasing and that I should switch to a third party supplier. What's that about?
Answer:

Third party electric supply companies are allowed to solicit utility customers in our service territories. These solicitations refer to the “supply” rate of your bill, which is only one portion of the overall rate utility customers pay. State regulations require that utilities get fresh bids from energy providers every six months, and this supply rate, which reflects the current market cost to actually make the electricity, changes every six months. We obtain new bids from energy providers bi-annually.

Third party suppliers are allowed to get bids on electricity outside of this cycle. Think of them as like a broker; the rate they offer would replace this specific portion of the overall rate for whatever length of time a customer agrees to. Unitil would still be your electric provider, however, and you would still call us if the power goes out so we can send a crew.

As a company, we support the idea that our customers should explore all options available and that they are free to make a decision on an energy contract that is right for them.

What holidays are observed by the Company?
Answer:

The table below lists the observed Company holidays for 2014. Our offices are closed for business on the following days:

 

New Year's Day (observed) Wednesday, January 1, 2014
Memorial Day Monday, May 26, 2014
Independence Day Friday, July 4, 2014
Labor Day Monday, September 1, 2014
Veteran's Day (observed) Tuesday, November 11, 2014
Thanksgiving Day Thursday, November 27, 2014
Day after Thanksgiving Day Friday, November 28, 2014
Christmas Thursday, December 25, 2014

 

How do I notify Unitil of my life support equipment?
Answer:

If you or a family member uses electrically-operated life support systems, we encourage you to notify Unitil in advance of any outages by submitting our Physician’s Certification Form found here via email, fax or mail. Once we receive this form, your account will be noted and we will include a notification to you in the event that we anticipate adverse weather or a scheduled outage which may result in a power outage. Click here for more information.

What is your mailing address?
Answer:

To mail in a payment, please address it to:
Unitil
P.O. Box 981010
Boston, MA 02298-1010
 

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)
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 does Unitil trim service areas on cycles?
Answer:

Trimming cycles allow us to control re-growth over a consistent percentage of a service territory and ensure that all areas in a service territory are maintained over a similar period of time.

How does Unitil classify hazard trees?
Answer:

Hazard, or danger trees, are dead or dying trees or limbs that pose a threat to our electrical facilities.  We make every effort to identify and remove these trees at the earliest possible stage.

How does Unitil handle tree work after storms?
Answer:

 

Tree crews are often an integral part of outage restoration during and following a storm. We work with our tree contractors to reserve resources ahead of major storms, and communicate with crews during and after the restoration process to address hazard trees and other compromises to our system.

Tree debris will not be removed during or after storm conditions; this is the responsibility of the owner of the tree. Any debris that is a result of our standard trim cycles is removed or put through a chipper. Pieces not fitting into the chipper are cut into manageable lengths and left for the owner or their designee. Additionally, we do not remove debris after our tree or line crews remove branches or trees during unscheduled outages and other emergencies.

A key reason we don’t take your wood is that it belongs to you! Cut wood has value and can be sold. If your wood is of a high enough quality, you may find someone locally willing to pay to take that wood off your hands.

Will Unitil trim my trees?
Answer:

If you have requested trimming service from us, we will visit your property for a survey. If the trees in question are encroaching on any power equipment or clearances, or pose a significant threat to the system, we will work with you to remove them.

When and why does Unitil use herbicides?
Answer:

We plan to use herbicides to maintain tree growth in areas that prove difficult to access with standard equipment (trucks, saws, chippers) and to inhibit the growth of new trees once cutting has taken place. We work closely with local and state offices for the approval, notification and application of any herbicides before we use them. We plan to use herbicides primarily on our transmission system, with potential applications along the distribution system if necessary. 

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 between September and June provided your bill is current. Our online enrollment form makes the process easy and convenient.

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, you will be notified by mail 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 online or contact our Customer Service Team at   800-852-3339 (Capital-area electric), 800-582-7276 (Seacoast-area electric), or 866-933-3820 (natural gas customers).
You may cancel your budget plan online or contact our Customer Service Team at   866-933-3821.
You may cancel your budget plan online or contact our Customer Service Team at 888-301-7700.

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.

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