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 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 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.

How do I login to my online account?
Answer:

Existing online account holders can login here by entering your username and password. 

New users must begin here to create an online profile You'll be asked to provide some basic information, including your current 14-digit Unitil account number, 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 14-digit 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 (approximately 30 days) 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.
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.

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

You will receive one more paper bill after you have enrolled in the program. After that, you'll receive email notifications when your next bill is ready.

If you wish to continue to receive a paper bill each month while enrolled in our Direct Debit option, click here.

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.

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

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

To add or remove a payee, click "View Payee". Select (or add) the appropriate payee name and "Add" or "Delete".

To add an account for an existing biller, click "Add Payee" after you've logged in. Add the second account number and click "Continue" to save.

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.

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 pay my bill in person?
Answer:

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

 
AyerHannaford Supermarket #8010, 22 Fitchburg Rd. Mon-Sun 8am-9pm
FitchburgABS Gas & Co, 115 Lunenburg St. 
FitchburgCaribbean International Mark, 1334 Water St. 
FitchburgCashlink, 440 Mechanic St. Mon-Fri 10am-8pm, Sat 10am-6:30pm
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

JD's Variety, 259 Franklin Rd. Mon-Sun 6am-9pm
This location does not accept money orders.

FitchburgJV's Package and Variety Store, 128 Fairmount St.
GardnerHannaford Supermarket #8019, 21 Timpany Blvd. Mon-Sun 8am-9pm
Leominster          Allens Department Store, 26 Main St. Mon-Sat 9:30am-5:30pm, closed Sundays
LeominsterHannaford Supermarket #8012, 927 Merriam Ave. Mon-Sun 8am-9pm
LeominsterHannaford Supermarket #8003, 118 Lancaster St. Mon-Sun 8am-9pm
LunenburgHannaford Supermarket #8380, 333 Mass Ave. Mon-Sun 8am-9pm
TownsendHannaford Supermarket #8009, 18 Main St. Mon-Sun 8am-9pm
AuburnHannaford Supermarket, 95 Spring St. Mon-Sun 8am-9pm
East Waterboro       Hannaford Supermarket, 20 Sokokis Trail Mon-Sun 8am-9pm
FalmouthHannaford Food & Drug, 65 Gray Rd. Mon-Sun 8am-9pm
LewistonHannaford Supermarket, 692 Sabattus St. Mon-Sun 8am-9pm
PortlandHannaford Supermarket, 295 Forest Ave. Mon-Sun 8am-9pm
PortlandHannaford Supermarket, 787 Riverside St. Mon-Sun 8am-9pm
South PortlandHannaford Supermarket, 50 Cottage Rd. Mon-Sun 8am-9pm
South PortlandHannaford Supermarket (Maine Mall), 415 Philbrook Ave. Mon-Sun 8am-9pm
WestbrookHannaford Supermarket, 7 Hannaford Dr. Mon-Sun 8am-9pm
ConcordHannaford Supermarket #8329, 73 Fort Eddy Rd. Mon-Sun 7am-8pm
DoverHannaford Supermarket #8373, 833 Central Ave. Fri 8am-8pm, Sat-Thurs 8am-7pm
East Hampstead         Hannaford Supermarket #8190, 305 Sandown Rd. Mon-Sun 8am-6pm
This location is no longer accepting verbal or handwritten account numbers. Please bring a copy of your monthly bill.
HamptonHannaford 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 LondonHannaford Supermarket #8246, 295 Newport Rd. Mon-Sun 7am-9pm
NorthwoodHannaford Supermarket #8160, 174 First New Hampshire Rd. Mon-Sun 8am-9pm
PortsmouthHannaford Supermarket #8149/Pick N' Pay, 800 Islington St. Mon-Sun 8am-9pm
PortsmouthTony's Getty Mart, 1815 Woodbury Ave. Mon-Sat 5am-noon, Sun 7am-noon
RaymondHannaford Supermarket #8120, 2 Freetown Rd. Sat-Thurs 8am-7pm, Fri 8am-9pm
RochesterHannaford Supermarket #8315, 290 North Main St. 
RochesterHannaford Supermarket #8317, 11 Milton Rd.
SalemNH Pawnbroker Services, 351 S. Broadway
WindhamOasis Gas and Mini Mart, 57 Rockingham Rd.


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

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%.

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%.

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

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%.

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.

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. You will receive an email reminder if your bill goes unviewed for more than 4 days after your initial receipt.

Manage Your Account

Login to manage your account online.

 login 


Outage Center updates

Our electric outage map provides real-time information on power interruptions.

Do you rely on medical life support at home? Be prepared for an outage.

Newsletter Signup

Newsletter Signup

Stay Informed

Other ways to stay informed:

Unitil on FacebookUnitil's official Twitter feedUnitil's YouTube channel
Unitil on LinkedInUnitil's photostream on FlickrUnitil's RSS feed