Our customer service hours are 7:00 AM to 9:00 PM Monday through Friday, and 8:00 AM to 8:00 PM on Saturday. You may call 866-933-3821 and use our automated system 24 hours a day, 7 days a week for account inquiries and to make a payment.

In the case of a gas emergency, please call 866-900-4460 24 hours a day, 7 days a week.

Our customer service hours are 7:00 AM to 9:00 PM Monday through Friday, and 8:00 AM to 8:00 PM on Saturday. You may call 888-301-7700 and use our automated system 24 hours a day, 7 days a week for account inquiries and to make a payment.

If you experience an electric outage, please call us at the toll-free number above to report it. You may also report your outage online.

In the case of an emergency, please call 888-301-7700 24 hours a day, 7 days a week.  Gas emergencies should be reported immediately to 866-542-3547.

The table below lists the observed Company holidays for 2012. Our offices are closed for business on the following days:

You will need to provide us with a handful of information to start service at a new location:

• The address of the new location
• The former tenant’s name (if applicable)
• Your name
• Your social security number
• Your telephone number at the new location
• Your business phone number
• The date you will be requiring service
• Spouse’s name (if applicable)

A number of payment locations are conveniently located throughout our Massachusetts service area.

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 14-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.

If you have received a termination notice, call us immediately at 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 at 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%.

If you have received a termination notice, call us immediately at 866-933-3821.  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 866-933-3821.

Pay in Person - Find a payment location near you by viewing our "Where can I pay in person" FAQ on this page.

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 0.892%.

We've centralized all of our outage information in a section on our site called the Outage Center. Here you'll find links to the latest news, public service announcements and outage updates for our customers, as well as general information on seasonal storm preparation, power restoration and being prepared for extended outages. 

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

Log in to your online profile at http://myaccount.unitil.com. On the main profile page, click the “Manage” button to the right to view the accounts you have associated with your profile. There are areas to add or group your accounts here.

Once you’ve added (or removed) your accounts on your profile, municipal customers are able to export this data set by clicking the “Spreadsheet Version” link at the bottom of the page. This has been very helpful for municipal customers that typically manage many accounts at various locations because it consolidates all of your accounts into one sheet for review. 

You will receive one more paper bill after you have enrolled in the program. After that, you'll receive email notifications when your next bill is ready.

If you wish to continue to receive a paper bill each month while enrolled in our Direct Debit option, click here.

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 add or remove a payee, click "View Payee". Select (or add) the appropriate payee name and "Add" or "Delete".

To add an account for an existing biller, click "Add Payee" after you've logged in. Add the second account number and click "Continue" to save.

Generally, your budget billing monthly payment amount will change once or twice within the year. These adjustments are made to your payment amount to prevent you from having a large amount due or credit balance at the end of the program year. Prior to our changing your payment amount, you will be notified by mail of the new amount, which will appear on your next bill. The decision to change your payment amount is based on several factors. While we try to limit the number of adjustments, your payment amount may change when:

• The price of electricity and/or natural gas changes
• Warmer or colder temperatures mean you will use more or less energy to heat or cool your home
• Your monthly usage has changed compared to prior usage history that was used for calculating your payment amount
• You have purchased or replaced appliances