Frequently Asked Questions

A number of payment locations are conveniently located throughout our service areas. To find a location to make a payment, please search for your nearest Western Union location.

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 10-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.

To mail in a payment, please address it to:

Unitil
P.O. Box 981077
Boston, MA 02298-1077

Unitil provides electric and gas service to specific regions of Massachusetts and New Hampshire, and natural gas to specific regions in Maine. Not sure if you’re in our territory? View our service areas.

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. If we change your payment amount, we will contact you to make sure you are aware 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 the prior usage history that was used for calculating your payment amount

Questions? Call us at 1-888-301-7700.

If you or a family member uses electrically operated life support systems, we encourage you to notify us in advance of any outages by submitting our Physician’s Certification Form found here. 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 scheduled maintenance which may result in a power outage.

You may cancel your budget plan by submitting a request on our Questions & Comments form (log-in required), or by contacting our Customer Service team at 1-888-301-7700. 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.

You can receive outage updates or alerts by setting your communication preferences at https://myaccount.unitil.com. You can also call our Customer Service Department and we will set your communication preferences on your behalf to receive an email, text or call when your power has been restored.

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, provided your bill is current.

Our Questions & Comments form (log-in required) makes the process convenient. Simply select "Budget Request" from the dropdown options before submitting and one of our Customer Service representatives will review your account for eligibility.

Although Unitil does not specifically endorse any contractors, we do have a few lists of local contractors:

• View Maine plumbing & heating contractors (PDF)
• View New Hampshire plumbing & heating contractors (PDF)

You can also check your local yellow pages. Verify that the contractor is licensed and insured before any work is performed.

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 1-888-486-4845 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.