Get Ready, Get Set, Go Live!

Unitil’s Customer Information Billing System for gas customers in Maine and New Hampshire is about to “go live.” Here’s what to expect...

Following months of testing, Unitil will be making changes to our Billing System, Web Site, and Customer Service Call Center on Tuesday, July 7th. System conversions will begin on Tuesday evening, June 30th, and will require about a week to complete. During this period, limited customer account information and automated services will be available, but emergency services will not be interrupted!

Here are some of the changes our Maine and New Hampshire gas customers will see next month:

• Bills: Bills will look a little different, but will contain the same billing components and descriptions. If you have more than one account with Unitil, you will receive multiple bills, but we will consolidate them in one envelope if they are scheduled to be mailed on the same day. Conversely, if you have been accustomed to receiving separate bills for your services (gas service, rentals, and deposits), we will combine those on a single bill. And finally, residential customers who once received bills on a bi-monthly basis, will now receive a bill every month.

• Your Account Number: Your account number will also change after July 7th. Your new account number will be a 14 digit number. This is an important change for two reasons: 1) Recording the new account number on the memo section of the check that you mail in; and 2) Changing your account number on any bill paying service like a third-party company or your bank. Making the proper changes to your new account number will ensure that your payment is posted promptly and accurately.

• Direct Link: If you have been using “Direct Link” services for on-line account access and bill payment services, please note that this bill payment feature will be inactive from June 30th to July 7th. However, access to account information will still be available during this time. That service will be replaced by the “My Unitil” service after July 7th. You will find the same functionality after you register for a “My Unitil” on-line account after July 7th. If you are not currently a “Direct Link” user, but would like to try the convenience and flexibility of this on-line service, we recommend that you visit www.unitil.com after July 7th and register for a “My Unitil” account.

• Payment Methods: Regardless of the payment method you choose, there are no service charges.
  
  
  • ACH/Wire: If you are currently paying your bill by ACH/Wire, please begin making the necessary changes after July 7th to include your new Unitil account number found on your new bill in July. If you are not currently paying your bill by ACH/Wire and wish to do so after July 7th, call our Customer Service Center, or e-mail us by selecting the “contact us” link on our website. Our response will include the Unitil routing/transit number and the bank account information required to send your payment electronically.
    • Bill Payment Services through Your Bank: If you are currently using a bill payment service through your bank, be sure to make the change to your new 14-digit account number, which will be available on your first bill received after July 7th.
  • Cash: You may pay in cash at any of our convenience pay locations. A list of these locations will be available after July 7th, at www.unitil.com
  • Check: We accept paper checks in the mail or at any of our convenience pay locations. A list of these locations will be available at www.unitil.com, after July 7th.
  • Credit Card: After July 7th, you may pay by MasterCard® and Visa® through our 24-hour automated telephone system, by logging on to www.unitil.com, or by speaking with one of our customer service representatives.
  • Direct Debit: Also known as “Uni-Pay,” direct debit is an automatic bank draft taken directly from your bank account on a monthly basis. If you are currently enrolled in the direct debit option, no changes are required. If you are not currently enrolled in the direct debit option, you may sign up for the “Uni-Pay” option at www.unitil.com, after July 7th.
  • EBPP: The “Electronic Bill Presentment and Payment” option through CheckFree allows you to receive and pay your bill electronically on-line. If you are currently enrolled in this option , no changes are required. If you are not currently enrolled, you may do so at our website, www.unitil.com, after July 7th.
  • E-check: After July 7th, you may pay with an electronic check over our 24-hour automated telephone system, by logging on to www.unitil.com, or by speaking with one or our customer service representatives.

• Safety: The safety of our customers and our crews is our number one priority. Accordingly, in the event of any emergency involving gas service – such as a gas odor – you should call us IMMEDIATELY at:
  
  
  • 866-900-4460 for Maine customers
  • 866-900-4115 for New Hampshire customers.

• Non-Emergency Calls: For all other customer questions, including rates, collections, billing, metering, energy efficiency, products and services, requests for service appointments, and all other customer service matters, please call:
  
  
  • 866-933-3821 for Maine customers
  • 866-933-3820 for New Hampshire customers.