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866-933-3821

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GAS EMERGENCIES

CUSTOMER SERVICE

System Upgrade

Energy's Newest Phase

 

We’ve upgraded our customer information system – including a new MyUnitil customer website!

Recently upgraded, the new MyUnitil website provides you with upgraded technology and personalization options to enhance your online experience. These upgrades include email and text communication options, features to view and print your bill online, and in-depth energy usage information.

 


 

Here are the top three things you need to know:

1 Your account number has changed. Your new account number will be available on your July 2017 billing statement. We have an online lookup tool at unitil.com/lookup if you need it sooner.

2 This upgrade temporarily suspended payments. Some payments were not processed from June 28–July 4, 2017 while we transitioned to our new system. Your account should be current as of July 5, 2017.

3 The new MyUnitil website is here! For security reasons, existing MyUnitil website users will need to update their password. New users can register for an online account using their new 10-digit account number.

 


 

How To Access the New MyUnitil Website

 

Already have a MyUnitil profile? Learn how to activate your account.

First-time user? Learn how to register a new MyUnitil account.

 


 

While transitioning to our new customer information system, we have added resources to help customers with questions throughout the process. However, we anticipate higher than normal call volumes, and we ask for your patience.

 

FAQs

Answer:

We upgraded our customer information system, including a new MyUnitil online customer portal. This upgrade modernizes the online experience, giving you more personalized communication options and features, and help us to better meet your energy needs.

Important: As a result of this system upgrade, every Unitil customer has a new account number. This requires updating your information on banking bill-pay systems and other payment methods to ensure your payment is received. Your new account number will be on your July 2017 billing statement. We also have an online account lookup tool if you need it sooner.

Answer:

It’s simple! On or after July 5, go to myaccount.unitil.com and follow the steps to register your account. Existing MyUnitil users will be able to use their current username to gain access. A password reset will be required for security reasons.

Answer:

Yes, we comply with state and federal requirements and regulations and use the latest encryption technologies to ensure the safety and security of your information. We encourage all customers to use strong passwords and to log out when leaving the site as an extra precaution.

Answer:

The new website works with all current versions of the most commonly used browsers (Internet Explorer, Chrome, Firefox, Safari and Opera). If you are having an issue reaching the website through your browser, make sure you have updated to the latest browser version or check your browser’s security settings. Some older versions of popular browsers may lack the security settings required to keep your personal data encrypted.

Answer:

This upgrade was important because it allows Unitil to better meet the rapidly evolving and complex energy needs of our customers, such as third party supply and net metering. The upgrade impacts many customer-facing areas, including billing, metering, Customer Service and our online tools.

Answer:

Yes, this upgrade temporarily suspended payments. Some payments were not processed from June 28–July 4, 2017 while we transitioned to our new system. Payments typically made online, through MyUnitil, or by phone (using our automated services) were unavailable during this brief transition. Disconnects and shut-offs were suspended, and late fees were not assessed to ensure our customers had adequate time to make a payment prior to and following the transition period. Your account should reflect any recent payment activity as of July 5, 2017. 

ImportantMailed checks and other third party payments may have taken longer than usual to post to your account within this one-week window.

Answer:

First, your account number has changed. You will want to ensure your future payments reflect this new account number, which can be found on your July 2017 billing statement. We also have an online account lookup tool if you need it sooner.

Second, we have a completely revamped website that includes more personalized communication options, such as email and text messages, and your latest bill is just a click away. 

Answer:

All Unitil customers will have new account numbers. The new system required us to update our internal records and the technology we use at Unitil. While we understand this may be a short-term inconvenience, the benefits of the new system and the customized information available will enhance your experience over the long term.

Answer:

Your new account number will be available on your July 2017 billing statement. We have an online lookup tool at unitil.com/lookup if you need it sooner.

Answer:

Your billing information will be available on the new MyUnitil website and through other methods you may have selected, including mail delivery. If you experience problems accessing your bill online, please call us at one of the numbers below:

  • Seacoast NH Electric region – 800-582-7276
  • Capital NH Electric region – 800-852-3339
  • NH Gas – 866-933-3820
  • ME Gas – 866-933-3821
  • MA Electric & Gas – 888-301-7700
Answer:

Excluding your new account number, your bill will have relatively minor changes. For example, net metering customers will see additional detail on their delivered and received reads. The customer information system upgrade does not change how you are charged. You will have the added benefit of viewing your billing statements online and utilizing other benefits as they are made available.

Answer:

Yes. You should still report an electric outage if you experience one. You can report an electric outage by visiting unitil.com/map or by calling our Customer Service team using the appropriate phone number below.

  • Seacoast NH Electric region – 800-582-7276
  • Capital NH Electric region – 800-852-3339
  • MA Electric – 888-301-7700
Answer:

Yes. Your account number will change if you move, just as it does today. 

Answer:

If you have additional questions, please contact our Customer Service team at the appropriate phone number below. Please note we anticipate an increased number of calls during this transition and appreciate your patience.

  • Seacoast NH Electric region – 800-582-7276
  • Capital NH Electric region – 800-852-3339
  • NH Gas – 866-933-3820
  • ME Gas – 866-933-3821
  • MA Electric & Gas – 888-301-7700

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