Frequently Asked Questions

Customers who choose to opt-in to Time-of-Use rates are committed to a 12 month term on those rates. After 12 months, customers may choose to return to the standard service rates.

The lines on the map represent Unitil’s overhead and underground distribution system from the substation out to the nearest ‘load serving’ transformer in your neighborhood. You may recognize these transformers as the metal cans that sit atop utility poles, though they may also be pad mounted in places where lines are underground. Secondary lines and services from each of these transformers down smaller streets and into homes are not included on the map. Green means that the lines are energized, orange means that there is a reported outage in the area, and red means that the outage is confirmed. In some rare cases, an area may show as blue on the map because of advance knowledge of a future outage. In these cases, check Unitil.com for more information as there may be unique system conditions.

We believe providing customers with real-time information when an outage occurs helps create a greater understanding of how the electric system works, and what we are doing to restore power. With this upgrade, you see what we see. The new map also gives us additional communication tools we can utilize in the event of a regional energy issue, such as controlled outages directed by ISO-New England.

The map shows all Unitil lines up to customer load serving transformers. However, secondary lines, or lines that feed from these transformers out to homes and some smaller streets in more rural areas, are not included. It is possible for a small, local outage on these secondaries to not impact green lines. However, abubble would still appear on the map to represent this outage.

During some outages, we may be able to perform a partial restoration and restore a portion of the customers impacted. In this case, some of the impacted area may turn green again after it has been restored, separating the bubble that represents the outage from the red or orange lines that represent the customer still out. In this case, crews are continuing to work the outage to restore the remaining customer

No, we still need you to report your outage. Direct customer reports are still the best and most efficient means of ensuring your outage is in the system. You can report your outage online at Unitil.com or by calling out Customer Service Center.

Payments made with Commercial and/or Corporate Credit Cards incur a 2.65% processing fee. This ensures that the fees related to Commercial and/or Corporate credit card processing are not passed on to customers who use alternative payment methods and do not require this service.

This processing fee is being administered by the third-party credit card firm that Unitil uses to process customer payments made by one of these credit card types. Unitil uses a third-party firm for credit card processing to ensure that personal identification information remains secure and encrypted for our customers. This change ensures that the fees related to Commercial and/or Corporate credit card processing are not passed on to customers who use alternative payment methods and do not require this service.

Please note that personal credit cards and electronic checks will not incur this fee. For a full list of convenient ways to pay, please visit our Billing & Payment Options webpage.

If you have any questions regarding the best payment option for you in the future, please feel free to reach out to our customer service team.

Yes! Call our customer service to designate another person to your account. We call this designated person an authorized third party.

You may also grant someone guest access to your MyUnitil portal. Learn more about this option here.

Info we'll need if your authorized third party is:

An existing Unitil customer:

1. Full name
2. Full address including zip code

NOT an existing Unitil customer and will be added to our system:

1. Full name
2. Full address including zip code
3. Social Security Number or tax id
4. Phone number
5. Email

This five-minute phone call will allow your authorized third party to receive bill copies and will take effect by your next billing cycle.

You may also authorize them to have access to your MyUnitil account and notifications such as letters and outage notifications. This can be done during your set-up phone call with customer service.

You may call to request the trustee be removed from your account anytime.

Unitil offers Electric Vehicle (EV) Demand Charge Alternative Rates to medium (GD-2) and large (GD-3) commercial customers in Massachusetts. New EV charging stations tend to have low utilization until usage ramps up. The EV Demand Charge Alternative may help commercial customers save on demand charges.

For more information, read the tariff or view the rate summary.

All Customers:

Unitil works year-round with organizations in all of the states we serve to bring our customers new energy savings offers and solutions.

Find Rebates & Savings Programs

Maine Customers:

Rebates and incentives are available through Efficiency Maine, a statewide group that helps businesses and residents all over Maine use energy resources more efficiently, reduce energy costs, and lighten the impact on Maine’s environment.

Massachusetts Customers:

Rebates and incentives are available through MassSave.com. Your local electric and natural gas utilities and energy efficiency service provider are taking strides in energy efficiency. As one, we form Mass Save®, with the common goal of helping residents and businesses across Massachusetts save money and energy, leading our state to a clean and energy-efficient future.

New Hampshire Customers:

Rebates and incentives are available through NHSaves.com. NHSaves is a collaboration of New Hampshire’s electric and natural gas utilities working together to provide NH customers with information, incentives, and support designed to save energy, reduce costs, and protect the environment.