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Frequently Asked Questions
Answers to the questions we hear most often.
Our Customer Service hours are 7:00 AM to 7:00 PM, Monday through Friday. However, you may call our automated system any time to make a payment, check your balance, or report your power outage toll-free at 1-888-301-7700.
Gas emergencies should be reported immediately to 911.
While Unitil does not provide customers with solar panels, we allow (and in fact, encourage!) you to generate your own renewable energy in parallel with our electric system. Customers who generate more electricity than they need can push that electricity back out through their meters as a surplus, saving money on their electric bill.
Unitil currently provides natural gas to communities in Maine, Massachusetts and New Hampshire, but it is not currently available in all locations. View our service areas to see if there is natural gas service in your town or city. Call us toll-free at 1-888-486-4845 to check availability on your street, or check the map on our Switch to Gas page.
If you damage a utility pole or come across one, please call Customer Service toll-free at 1-888-301-7700.
Unitil uses both Automated Metering Infrastructure (AMI) and an Automated Meter Reading system (AMR) to capture customer meter readings. These technologies provide accurate readings on the final day of the billing cycle but provide data at various intervals throughout the billing period. As a customer, you are also able to physically read your meter in order to view your usage.
There are many reasons your bill may fluctuate throughout the year. The number of days of the month, a change in seasons, and your monthly appliance usage can all have an impact. Rates for electricity and gas also vary from month to month, due to larger factors such as energy demand and weather events (watch this video about rate changes).
We have many options to assist with paying your bill. We offer a variety of flexible payment plans, as well as information on assistance programs and local agencies in your area. If you’d like to discuss your options, you can always call us at 1-888-301-7700.
There are many adjustments you can make that can lower your monthly bill. One is to make energy efficient changes in your home or business. We offer electric and gas efficiency programs in partnership with local, state and federal agencies. These programs include sizable rebates and incentives for efficiency upgrades, improving your home comfort and convenience, and reducing your monthly energy costs.
Your monthly energy statement contains a lot of information, and doesn’t always use straightforward terminology. We provide information on our website to help you decipher your bill, but if you have further questions, you can always contact our Customer Service team at 1-888-301-7700.