Frequently Asked Questions

If you've signed up for new service recently, you will need to wait one billing cycle for your account information to be available online.

If you are an existing customer, please call us toll-free at 1-888-301-7700 and we'll assist you.

Typically a few days from when the bill is issued. They are emailed to the email address associated with your MyUnitil account.

You may receive one more paper bill after you have enrolled in the program. After that, you'll receive email or text notifications to the information associated with your account when your next bill is ready to view.

If you wish to revert to a paper bill, please update your communication preferences on our secure website or contact our Customer Service team at 1-888-301-7700.

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.

To view our list of observed holidays for the current year, please visit our Contact page and scroll down to the “Observed Holidays” section.

If you have received a termination notice, call us immediately at 1-888-301-7700. 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 by calling 1-888-301-7700.
• 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%.

We will keep our customers informed through direct communication as they are impacted or if conversion opportunities exist. Look for direct mail and local advertising initiatives to keep you apprised of the opportunity. To connect with one of our Customer Energy Solutions specialists visit our Switch to Gas page.

“Heating Degree Days,” or HDD for short, are a measurement used to quantify how cold it is outside on a given day. HDD are used within the energy industry to estimate how hard a furnace needs to work to keep your home or business warm. The colder it is outside, the higher the number of HDD. As temperatures drop and HDD increase, more energy is needed to compensate and maintain a comfortable temperature inside buildings.

Home Energy Reports are designed to provide information to help you understand your home's energy use and find smart ways to make your home more efficient. Each report will provide you with information about your home's energy use, comparison of your monthly and annual usage and personalized tips to help you save money and energy.

You'll be able to compare your home's energy use to the energy use of similarly sized homes in your area and also see how your home's energy use changes over time and across seasons. In each report, you’ll learn ways to save energy, including information on rebates and other special programs we offer.

As a Unitil customer, you can choose from a variety of flexible payment options. Please note that while most of our options are free, some incur a small processing fee. If you would like to pay your bill for free, you can do so through your MyUnitil account or pay as a guest. You can also enroll in our convenient automatic bank draft option (UniPay).

Alternatively, you can pay by mail, in person at your nearest Western Union location, or over the phone (call 1-888-301-7700).

Mail your payment to:

Unitil
P.O. Box 981077
Boston, MA 02298-10100

Having trouble paying your bill? Get financial assistance from a variety of programs that can help with your energy costs.