Frequently Asked Questions

We don’t take cut wood away because it has value and belongs to homeowners. It may be able to be sold if you don’t want to keep it yourself.

While putting the lines underground sounds like a safe and aesthetic alternative to pruning, it’s not always the answer. Burying electrical lines is expensive and may lead to longer outages and more difficult repairs in the event of failure. Trees can still be damaged since roots are often impacted by underground work as well.

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.

You can pay your bill using your credit card (Visa or Mastercard only) or by check using our automated system. No waiting required! If you wish to speak to a representative to pay by credit card, you will be transferred to our third-party vendor. Please call 1-888-301-7700 to pay your bill today.

To mail in a payment, please address it to:

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

It can be tough to distinguish which parts of your electric service equipment are your responsibility, and which parts are Unitil’s to fix. During a power outage, we’re responsible for repairing the overhead electrical lines that run from the utility pole to your residence and for the electric meter. You’re responsible for repairs to other parts of your electrical system, including:

• Weather head and insulator — the point where electric lines connect to your residence Service entrance cable — runs from the weather head to the meter base and continues to the service panel in your home
• Meter base (box) — your electric meter is mounted to this
• Main service panel — includes the fuse boxes and/or circuit breakers and wires inside your home

When hiring a contractor for post-storm services, we recommend you get several quotes. Once the repairs have been made, please call Customer Service at 1-888-301-7700 so we reconnect your service to our power lines.

We encourage our electric customers to install renewable energy systems on their property to generate their own renewable energy in parallel with our existing electric infrastructure. While such a project can be a big undertaking, you’ll be helping to offset your electric usage which can lower your monthly utility bill. You’ll also be joining a community of customers that support the development of renewable energy alternatives locally and nationally.

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.

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.

Visit our Outages & Emergencies section to view the latest storm updates, public service announcements, and outage updates for our customers, as well as general information on seasonal storm preparation, power restoration, and preparing for extended outages.

We also have dedicated resources and information for municipal contacts in the communities we serve.