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

 

Our customer service hours are 7:00 a.m. to 9:00 p.m. Monday through Friday, and 8:00 a.m. to 8:00 p.m. on Saturday. Call toll-free: 866-933-3820.
If you experience a gas emergency, please call us at 866-900-4115.
Our customer service hours are 7:00 a.m. to 9:00 p.m. Monday through Friday, and 8:00 a.m. to 8:00 p.m. on Saturday. Call toll-free: 866-933-3821.

If you experience a gas emergency, please call us at 866-900-4460.
Our customer service hours are 7:00 a.m. to 9:00 p.m. Monday through Friday, and 8:00 a.m. to 8:00 p.m. on Saturday. Call toll-free: 888-301-7700.
If you experience a gas emergency, please call us at 866-542-3547.
What information do I need to know for new residential gas service?
Answer:

You will need to provide us with the following: 

  • Your name
  • The address of the new location
  • The gas equipment to be installed with input rating

Natural gas is not available in all locations although we may serve your community. Please call us toll-free to inquire about availability in your neighborhood: 888-301-7700 866-933-3820 866-933-3821.

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

 

If gas is not available, can I pay to extend the gas main to my house?
Answer:

Depending on your specific location, it may be possible to extend the gas main. For many potential customers, if your home is located less than 100 feet from a natural gas main and you intend to use natural gas to heat your home, installation of a natural gas service line from the street to your home could be free (some restrictions may apply). Call us directly at 888-4-UNITIL—we can help determine if natural gas is available for you. 

What information do I need to know to set up new residential gas service?
Answer:

 

You will need to provide us with at least the following:

  • Your name
  • The address of the new location
  • The gas equipment to be installed with BTU input rating

 

Natural gas is not available in all locations, although we may serve your community. Please call us toll-free to inquire about availability in your neighborhood: 888-4-UNITIL, or fill out our online form and someone will get back to you.

Will natural gas always be cheaper than oil?
Answer:

We anticipate natural gas will be cheaper than oil or coal as a home heating source for many years. Of course, the energy markets are always shifting and we cannot guarantee natural gas will always be less expensive than other sources. 

I have a gas stove or other gas-powered appliance. Can I heat my home with natural gas, too?
Answer:

If you’re already using natural gas in your home, it’s likely that you can also use natural gas to heat your home—but it depends on your precise location. The best way to know for sure is to call us: 888-4-UNITIL, or fill out our online form.

Is natural gas safe?
Answer:

Natural gas is a safe, economical, efficient, clean-burning, non-polluting, and dependable source of energy when used correctly in equipment that is properly installed and maintained. View our natural gas safety page for more information. 

What should I do if I smell gas?
Answer:

If you smell, see, or hear a suspected gas leak, move to a safe environment and call Unitil’s toll-free gas leak number immediately: 866-900-4460. DO NOT use a lighter or telephones, and DO NOT switch on/off appliances, lights, or even a flashlight in the area where you smell gas. These items can produce sparks that might ignite the gas and cause an explosion.

What is the cost of natural gas vs. home heating oil?
Answer:

Natural gas is currently about half the cost of home heating oil.

Current New Hampshire fuel prices are available here on the NH.gov website. We provide current and historical residential gas rates here.
Current Maine home heating oil prices are available here on the Maine.gov website. We provide current and historical residential gas rates here.
Current Massachusetts oil prices are available here on the Mass.gov website. We provide current and historical residential gas rates here.

Natural gas is currently about half the cost of home heating oil.

Current New Hampshire fuel prices are available here on the NH.gov website. We provide current and historical residential gas rates here.
Current Maine home heating oil prices are available here on the Maine.gov website. We provide current and historical residential gas rates here.
Current Massachusetts oil prices are available here on the Mass.gov website. We provide current and historical residential gas rates here

Natural gas is currently about half the cost of home heating oil.

Current New Hampshire fuel prices are available here on the NH.gov website. We provide current and historical residential gas rates here.
Current Maine home heating oil prices are available here on the Maine.gov website. We provide current and historical residential gas rates here.
Current Massachusetts oil prices are available here on the Mass.gov website. We provide current and historical residential gas rates here

Natural gas is currently about half the cost of home heating oil.

Current New Hampshire fuel prices are available here on the NH.gov website. We provide current and historical residential gas rates here.
Current Maine home heating oil prices are available here on the Maine.gov website. We provide current and historical residential gas rates here.
Current Massachusetts oil prices are available here on the Mass.gov website. We provide current and historical residential gas rates here

Natural gas is currently about half the cost of home heating oil.

Current New Hampshire fuel prices are available here on the NH.gov website. We provide current and historical residential gas rates here.
Current Maine home heating oil prices are available here on the Maine.gov website. We provide current and historical residential gas rates here.
Current Massachusetts oil prices are available here on the Mass.gov website. We provide current and historical residential gas rates here

Natural gas is currently about half the cost of home heating oil.

Current New Hampshire fuel prices are available here on the NH.gov website. We provide current and historical residential gas rates here.
Current Maine home heating oil prices are available here on the Maine.gov website. We provide current and historical residential gas rates here.
Current Massachusetts oil prices are available here on the Mass.gov website. We provide current and historical residential gas rates here

 

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)
Does Unitil install appliances like heating systems, boilers and gas cooking equipment?
Answer:
No, we do not offer installation services.  To find a list of licensed contractors please check your local yellow pages or search on line.
No, we do not offer installation services. To find a list of licensed contractors please click here.
No, we do not offer installation services. To find a list of licensed contractors please check your local yellow pages or search on line..
Does Unitil recommend local contractors to call for installation quotes?
Answer:

Unitil does not specifically endorse any local contractors. Check your local yellow pages for a list and be sure the contractor is licensed and insured before any work is perfomed.

What is a conversion burner?
Answer:

 

A gas conversion burner allows you to switch from oil to natural gas by replacing only the oil burner on your current furnace or boiler.  We offer rental conversion burners through our EasyCare Program -  it's the easiest, fastest and most inexpensive way to replace or upgrade your existing oil furnace or boiler.  Every rental comes with 24-hour service, seven days a week so you'll always have worry-free peace of mind.
Contact your local residential gas representative at 888-301-7700 to schedule an appointment. We’ll come out to examine your heating system and let you know if you're eligible for a conversion burner. 

I've made the switch to natural gas. Once the gas line is installed, how do I get my new meter set?
Answer:
A gas inspection number must be called in to Unitil by your local gas inspector.  This lets us know that they have approved your internal piping and it meets state plumbing code. You must call your local Customer Project Coordinator at 978-353-3285 to have an account and a meter order set up in your name to authorize the meter installation.
Once the inspection number is called in and your meter order is complete, we schedule your meter set.  Please note: if new gas equipment has been installed, your plumber must be present to light all the gas equipment or the meter will be set in the locked position.
If your meter is set in the locked position, you must call our Customer Service Center at 888-301-7700 to create a work order to have the meter turned on. Our Meter & Service department will work with your plumber to coordinate the installation of the meter.  
After the gas service line is installed, the plumbing and heating contractor has performed a pressure test, and your local inspector has approved the installation, please contact us at 603-294-5155 to schedule your meter installation. 
Before the meter can be set and turned on, Unitil will need access to the equipment that will be using natural gas in order to perform a required safety check. The equipment must be installed, wired and ready, and the contractor will have performed a pressure test on the system.
Paperwork is required to be completed by your installer/contractor and made available at the job site for Unitil (most contractors already have a copy of this document and are aware of this requirement).  We schedule appointments in four-hour blocks, between 8:00 a.m. and noon, or noon and 4:00 p.m., Monday through Friday.  Please call 207-541-2502 to set up an appointment.
Are there state or federal rebates available? How do I get them?
Answer:

Yes!  Energy Star offers tax credits for the purchase of new high efficiency equipment and appliances.

High efficiency rebates are available through Gas Networks, a collaborative consisting of local natural gas companies serving residential, commercial, and industrial customers throughout New England.
High efficiency rebates are available through Gas Networks, a collaborative consisting of local natural gas companies serving residential, commercial, and industrial customers throughout New England.
Rebates and incentives are also available through Efficiency Maine, a statewide group that helps businesses and residents all over Maine use energy resources more efficiently, reduce energy costs, and lighten the impact on Maine’s environment from the burning of fossil fuels. 
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.

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.

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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