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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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Please call

888-301-7700

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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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866-900-4115

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Please call

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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

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The following information has been prepared to assist you in planning your service installations. It is very important that these policies and procedures are adhered to. This will prevent delays and possible additional costs to you. Our installation documentation provides information on:

 

Our business hours are 7:00 AM to 7:00 PM Monday through Friday. Our automated services are available 24 hours a day, 7 days a week.

We know that you share our concerns for safety. Please review this material and contact us with questions.

 

Application for Service

An application for electric service should be made by the customer or an authorized representative as far in advance as possible by calling the Customer Service Call Center at 800-582-7276 ext. 5510 (Seacoast area) or 800-852-3339 ext. 4533 (Capital area) 888-301-7700

When applying for three phase service, customers, engineers or contractors shall give the Company a list of the largest electrical units, their characteristics, the total connected load and their estimated peak demand.

The characteristics of proposed new equipment should be discussed with the Company prior to purchase.

All wiring must comply with the latest requirements of the National Electric Code. Where a municipal electrical inspector has jurisdiction, his approval must be received at the Company's office before electric service can be connected to either a new or modernized installation. The contractor should make arrangements with the Municipal Electrical Inspector, in advance, to avoid delays.

Customers are responsible for any damage to the Company's equipment caused by unauthorized changes in the size or nature of the loads.

In general, there shall be only one single phase or one three phase service, of any given voltage rating installed, to a building. A building is defined as "a structure which stands alone or which is cut off from adjoining structures by fire walls, with all openings therein protected by approved fire doors."

 

Kinds of Service Available

The Company supplies single and three phase 60 Hz alternating current, at the following voltages:

  • Single phase 120/240 volt three-wire service is generally supplied for residential, commercial, and small industrial customers. Single phase services are limited to 400 amperes or less.
  • Three phase service, at the following voltages, is available for large loads:
    • 208/120 volts wye - four wire
    • 480/277 volts wye - four wire
  • 2400 volts and higher Company standard nominal voltages
  • Where three phase service is supplied, every effort should be made to balance the load on the three phases.
  • A grounded electrode conductor must be installed, with all new three phase services.
  • Service entrance conductors must be identified in accordance with the National Electric Code.
 

General Requirements

The Company will not supply service to a customer whose wiring is designed for resale of electricity through sub-metering.

The customer or contractor shall apply, to the Company, for a service and meter location before any electrical work is started or equipment purchased. This location will be determined by the Company.

The Company requires that service entrance equipment have a minimum rating of 100 amperes.

The Company requires access to its facilities, at all reasonable times.

All unauthorized persons are forbidden to connect, disconnect, relocate, tamper with or break seals, on service or metering equipment. This does not prevent the customer from operating their own main switch or replacing blown fuses. When it is necessary to cut or remove a meter seal, for any reason, the Company must be notified promptly.

 

Interruption of Service and Safety Measures

The Company makes every effort to maintain its system at the highest possible standards; but assumes no liability as a result of any failure of its service or equipment.

The Company reserves the right to interrupt service to a customer without notice, when repairs or changes make such a procedure necessary and, also, to restore service without notice, when such work is completed.  Any equipment which might endanger life or damage property under such conditions, or under conditions of low voltage or single phase operations, should be provided with suitable automatic protection, by the customer.

It is the responsibility of the customer or his agent to contact Unitil’s Engineering Department, for information regarding the magnitude of available fault current at the service entrance.

Flagpoles, signs, antennas, and other devices shall be installed so that they will not fall across, or make contact with the Company's wires

 

Line Extensions

The Company will be pleased to discuss with prospective customers, or their representatives, the possibility of extending facilities to supply electric service.

Developers shall furnish the Company with a site plan drawn to scale and an AutoCAD drawing file showing street and property lines and, if available, building positions. Property and street lines shall be located and identified in the field.

 

Temporary Service

Where temporary service is supplied, the customer will pay the full cost of installing and removing the service and metering equipment.

If three  phase temporary service is required, please contact the Company and arrange for a site visit with one of our field representatives. Please call 888-301-7700 ext. 3252 800-582-7276 ext. 5510 (Seacoast area) or 800-852-3339 ext. 4533 (Capital area).

Temporary service installations must be built to Company standards. Contact us for more information regarding our construction standards at 888-301-7700 ext. 3252 800-582-7276 ext. 5510 (Seacoast area) or 800-852-3339 ext. 4533 (Capital area).
 

 

Right to Refuse or Discontinue Service

The Company reserves the right to refuse and/or discontinue service to a customer, where the National Electrical Code or rules of other authoritative agencies, are violated or where the customer's equipment or operating methods adversely affects service to other customers. Service will again be available when the difficulty has been remedied.

 

Installation & Ownership of Service

The Company will supply, install, own, and maintain single phase and three phase services not exceeding 400 amperes.

Single phase overhead services not exceeding 400 amperes in size will be installed, at no cost to the customer under normal conditions.

The customer is billed a flat rate excess cost on normal, new underground service installations not exceeding 400 amperes in size.

Services exceeding 400 amperes in size are supplied, installed, owned, and maintained, by the customer. The customer should contact the Company to discuss the installation of these services. The Company will bill the customer for assistance with the installation of customer-owned services.

 

Overhead Service


The Company will install overhead service wires, at no charge, where the customer's point of attachment can be reached without exceeding the addition of one pole. Span distance will be determined by approved Company construction practices and field conditions.

If the customer is on the opposite side of the road, from the main pole line and cannot be reached from an existing pole, a pole for clearance purposes will be installed by the Company at no charge to the customer, providing the distance from this new pole does not exceed a normal service span. This road clearance pole will be set at a point designated by the Company.

Where a customer, who is located on the opposite side of the road from the main pole line, elects to install an underground service, and the building could not be reached from an existing pole without exceeding one span, a road clearance pole will be set, at no charge to the customer, provided that the distance from the existing pole would not have exceeded 300 feet. A customer, who is not entitled to such a road clearance pole, may have a pole installed on the customer's private property, on a full cost basis for such pole installation.

Additional poles and wires necessary for service on private property are paid for by the customer, but installed and owned by the Company.

The customer's service entrance conductors must be of sufficient length to permit drip loops in connecting to the Company's service wires. Three feet of conductor beyond the service head will usually be sufficient. The Company will specify where additional length is required.

The point of attachment, on the customer's premises, will be designated by the Company and should be so located as to permit the shortest practical length of service wires from the Company's pole. Suitable anchorage for the service wires must be provided by the customer. This may require additional reinforcement, at the location designated. The Contractor should install suitable permanent anchorage for the service on brick, cinderblock or masonry construction. Eye bolts will be supplied for this purpose, by the Company, and installed by the customer or contractor. The point of attachment, of the service conductors, must be so located as to provide the following minimum clearances:

  • Above roads, alleys, driveways, parking lots, and areas subject to truck traffic: 16 feet
  • Above spaces and ways subject to pedestrians or restricted traffic only: 12 feet

Service conductors shall have a clearance of no less than 3 1/2 feet, from the highest point of roofs over which they pass, if the roof is not accessible to pedestrians. A clearance of 11 feet is required if the roof is accessible to pedestrians.
When a structure is too low to meet these requirements, a service mast (or pole) of a size and type approved by the Company, must be furnished and installed, by the customer, to obtain the required service entrance switch.

Service entrance conductors shall be provided, by the customer, in approved conduit or service entrance cable, on the exterior wall of the building, from the point of attachment to the service entrance switch.  The meter base shall also be provided and installed by the customer.

Service cable may use a corner of the customer's building, for incidental support; but in no case will the Company provide, own, or maintain a cable which is run longitudinally along the surface of the building.

 

Underground Service

Where underground service distribution is available, the customer shall supply, install, own and maintain all conduits. The conduits shall be installed in accordance with Company standards.

At a customer’s request, or where conditions require it, an underground service may be installed from overhead supply lines. Normally, all conduits and clamps to be attached to the pole will be supplied by the customer, and installed and maintained by the Company, at the customer’s expense. The Company can also supply the conduit and clamps attached to the pole and bill the customer. All other conduit will be supplied, installed and maintained by the customers. Installations shall be in accordance with Company standards.

No single conduit having an inside diameter of less than three inches or greater than five inches should be used and no more than two four-inch conduits will be permitted on any pole. The Company will specify the height of the riser, the location on the pole, and the location of the bend at the base of the pole. If more than two conduits are required (including others), they shall be supported clear of the pole, by means of approved standoff brackets.

Unauthorized people are not permitted to do work of any kind on a pole, unless the pole is owned by the customer, and the Company’s supply wires have not yet been attached hereto.

 

Grounding of Services

The neutral wire, on all services, shall be grounded on the customer's premises in accordance with the National Electrical Code. The grounded neutral service conductor shall be identified by white or gray. 

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