national-grid

Contact National Grid Customer Service

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Contacting National Grid Customer Service Center

National Grid is an international energy company that serves the United States and the United Kingdom. The US website is a bit difficult to navigate as contact information is based upon location. National Grid provides energy in New York, Massachusetts, New York, New Hampshire and Rhode Island.

Contact Info:

Phone Contact Numbers

Phone numbers for National Grid are located on the individual websites for each state served by the company. Simply scroll to the bottom of the main page of each website to view customer contact information.

Massachusetts:

New Hampshire:

New York:

TDD/TTY: 1-800-642-4272 ext. 711

Rhode Island:

Mailing Address

The official mailing address for National Grid US can be used for customer service communication. The US headquarters for National Grid is located in Syracuse, NY.

National Grid

Customer Contact Center

C-3

300 Erie Blvd West

Syracuse, NY 13202-4201

Official Website

If you are looking for the official website for US National Grid you can visit https://www1.nationalgridus.com. From the main page you can choose between the different state websites in the upper right-hand corner of the page. Once you’ve chosen the proper website you can log in to your account for bill payment and customer service contact.

Customer Service Email

National Grid is one of the few companies that offers a customer service email address. The email address is BSO-BayStateWest@us-ngrid.com. You can also contact National Grid using the online contact form here via the website for your local National grid energy company.

We have attempted to contact National Grid by email to assess how quickly the company responds to customer service email communication. We’ll report back how well National Grid did in our test.

Our Experience

After dialing the National Grid customer service phone number we were greeted with the typical automated response system. We pressed 0 three times before being transferred to a representative. When we were transferred, another automated system with a different voice came on the line again. We pressed 0 a final time before being placed on hold for the next representative. The hold time was about two minutes. The representative told us the mailing address for payments, but she reiterated several times that she could take the payment by phone.

Was your customer service representative persistent about taking your payment? We want to hear your National Grid experience.

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Rate your customer service experience:
Rating: 1.6/5 (43 votes cast)
Contact National Grid Customer Service, 1.6 out of 5 based on 43 ratings
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49 Comments on “Contact National Grid Customer Service
  1. very happy with conversion. very happy with smooth installation. very unhappy with installation of underground line leading to gas meter. my sprinkler underground water hose was cut making my sprinklers useless. please respond .Salvatore LoSchiavo.

  2. If a new NAT Gas customer wants to change over from oil, why does National Greed make it so DAMN DIFFICULT

  3. Additional Comments: Your information about the “clean burning” of natural gas is misleading and should be qualified by actual science as apposed to hype. Natural gas (methane) as a greenhouse gas is exponentially worse than coal. It’s carbon footprint is at least as damaging if not more damaging than other fossil fuels. Be responsible. Do your own research. see http://www.epa.gov/methane/ You should be investing in and promoting real “green” energy such as renewable sources. Our solar panels provide more than enough energy for us and the surplus is fed back into your grid. Look at REAL solutions, please.

  4. Your information about the “clean burning” of natural gas is misleading and should be qualified by actual science as apposed to hype. Natural gas (methane) as a greenhouse gas is exponentially worse than coal. It’s carbon footprint is at least as damaging if not more damaging than other fossil fuels. Be responsible. Do your own research. see http://www.epa.gov/methane/ You should be investing in and promoting real “green” energy such as renewable sources. Our solar panels provide more than enough energy for us and the surplus is fed back into your grid. Look at REAL solutions, please

    • Wait until you see the cost of the Wind power that was proposed in RI. It would have cost 24 cents a kilowatt hour for electric. Maybe renewable, but this would kill the average family and businesses. Greenies, how come the Dept.of Energy which was set up in 1973 to find alternative energy never did for 40 years we paid thousands and now their retirement. All we got for it was the compact flouresent bulb!!!! Another waste of a government program. Surely the cost of 24 cents a kilowatt hour was to charge the customers to build the turbines. Once built do you think the cost would have gone down? NO!!!!

  5. I agree with the above comment that you should be investing in and promoting energy from renewable sources such as wind, solar, etc. The use of natural gas is not clean, especially given the process of high-volume, slick-water hydrofracking used to extract the gas. I wouldn’t call air pollution, water pollution and turning farmland into an industrial wasteland, “clean”.

  6. I too would like to see more accurate information about natural gas. Calling natural gas “clean” is propaganda. Please do not contribute to misleading your customers. Rather, inform them about wind and solar and put your resources into promoting these clean and renewable sources.

  7. ” Your information about the “clean burning” of natural gas is misleading and should be qualified by actual science as apposed to hype. Natural gas (methane) as a greenhouse gas is exponentially worse than coal. It’s carbon footprint is at least as damaging if not more damaging than other fossil fuels. Be responsible. Do your own research. see http://www.epa.gov/methane/ You should be investing in and promoting real “green” energy such as renewable sources. Our solar panels provide more than enough energy for us and the surplus is fed back into your grid. Look at REAL solutions, please.” I agree with Cynthia’s comment. GSchulz

  8. Natural gas has many other environmental hazards associated with it, and further research should be conducted. Please take the opportunity to look at other options.

  9. You are encouraging your customers to switch to natural gas, “the clean energy source”. This is extremely misleading, especially in light of the push for hydrofracking in New York and other states. This practice to extract the “clean natural gas” will cause irreversable negative consequences for the environment rendering many sources of clean water toxic, and pollluting the air and soil in the areas where hydrofracking takes place. The worst part is, this gas will go on the world market and very little will even be used in the US. Why aren’t you exploring renewable energy sources?

  10. I think National grid sucks. I am a property manager and recently Robert # 100054202 called me a liar. I sent a notarized landlord form that NG produces to identify people living in apartments and he refuses to acknowledge that as a property manager working for a property management company that I have that right and for this 2 family house he insists on talking with the building owner whom is an investor and has no direct knowledge of whom is living in their apartments. This is an on going problem among others. Another example is it now takes 5-7 days to have electricity turned on where it was taking 1 or 2 days

  11. me want to say keyspan and nationgrid gas company are too bad with custormer they do wrong in me bill they didnt want to fix still tell me to pay againt they get me payment checks they took out from the bank and they say they dont me bring aprovel to them they promise to take care but they dont what the people are there working for like that me complain a superviros tell me go to public service they dont know so company hire supervisor for what and me call billing department me have send the proof from bank statement and from gas bill make mistake for wrong reading meter and every years have double bill none stop but they dont fix what going on the people do for billing department me have problem from 2001 to 2012 they dont fix they tell me go to apply heap or public assistance but the money they took out from me bank already over three thousand dollar and me paid over 2006 they get me money they dont want to respont to return that very big problem for gas company read meter mistake me tell them dont want fix too me say today that truse not lierer what the hell for how long me have to complain to fix for me bill they are working or they are ////////. your know what mean?

    • I had a similar situation happen to me. It has taken about 12-14 calls and countless hours to get my bill straight. I paid the bill on time, but they kept sending me late notices and adding late fees. I finally got in touch with someone who told me that I had not paid the bill. Finally, after talking to the 4th person, I was told to sned in documentation that the bill had been paid. I did this ( a copy of my carbon copy check along with the bank statement stating that they had paid that check to Natonal Grid. I then started to receive more letters stating that I owed that same bill. I spoke with many more people and their supervisors, trying to
      get it resolved again. After many days of frustration and promises that it had been resoved, I received another letter stating that it had been resolved. I finally got the name of a big wig at the department, who told me that I had to send in the front and back of the cancelled check, because he was not convinced that it was their mistake. I might add that I am a 70 year old retired schoolteacher with more time than money, so I was not willing to let them just take money from me. I had to drive about 25 miles to my credit union to get a copy of the cancelled check, because my bank only sends out the statements, and I have just mailed the 2nd set of proofs to them and I am waiting for their next excuse. I have gotten the names of the bigger executives in the company and I am preparing to write to them and let them know of the incompentence in the accounting department of National Grid and the frustration of dealing with the Customer Service Department.

  12. why is it so difficult to reach someone in marketing dept
    gas meters needs to be installed at new bldg. located at
    640 george washington hwy, bldg B, lincoln ri 02865.
    cannot reach or talk to anyone at national grid customer service who will help just get transfered from dept to dept with no answers. please have Greg Shola call or email me at 401-334-9099 or my email address above

  13. Your site is so hard to get onto, I’m cosidering going back to paper billing.I’ve been trying to pay my bill for the last HOUR! Why can’t I get on? This is the only site I have a problem with.

  14. 15 mins trying to get incontact with someone to update info but everytime i get so far i get cut off.Then i come on here to try and where do you go to update your info??????. If you don’t want your money i am very happy not to pay you i would keep it myself for the interuptions i get for trying to contact a LIVE person and not some recording…………….

  15. our gas conversion was supposed to be done in oct. two days before ‘sandy’ arrived the installers laid the gas pipe in my yard. after sandy we understood that other people needed help more than us we never called or complained. that all changed when one morning a nat grid truck parked outside my house and i spoke to an inspector who was there to see how my installation had gone!!!!was told they would be “right on it”. that was weeks ago. numerous calls got me a date of 12/20 then 12/29 still no gas. just spoke to a supervisor who promised it would be done whithin 5 days……we will see.

  16. National Grid’s customer service should re-think its methods. Our power went out this morning at 4:30am. WE contacted Nat.Grid at that time and they appeared unaware of the situation. Given the early morning timeframe this is understandable. However, throughout the day we called and asked what kind of progress is expected. Each time, various representives told us power would be back on with 1.5 to 2 hours depending on who we spoke to. Power finally went back on at about 3pm. What bothered us most was the dishonest answers we were given. We would not have had a problem if someone had told us that this job could take the entire day (which it did). If we had been told this, we would have made other arrangements. We both work from home and could have gone elsewhere to get computer hookup. Unfortunately, we both lost valuable work time and revenue, not to mention heat, water and bathrooms. Based on this, we have come to understand that National Grid cares little about customer service. Nice to have a monopoly National Grid. Your customer service reps are apparently uninformed or are trained to give platitudes to the masses who are paying these high prices for the pleasure of using your “service”. Your customer service is basically non-existent.

  17. National grid long Island suck. You are on the phone for a least an hour. I haven’t received a bill since storm Sandy. I can’t even get an account #. We had the meter read after new move in, still no bill. I hope this company goes out of business.

  18. Doing a great job with outages. We have a street light that goes out and comes back on please check it out carefree lane, sauquoit, New York town of Paris , zip code 13456. Thanks again national grid doing a great job.

  19. This is for n’tl grid long island–I am a new owner of a house and to say that you are doing well is a lie. On our bill you state when the next reading is going to be, I am a retired person and am home always, so the day goes by and no one comes to read the meter and then I am billed for estimate readings. Tried calling so many times and you seem to employ people that don’t know what you are talking about, they always say the meter men came and no one was home. I even resorted to hanging large signs on my door, and indicate where the bell is and it works(the bell) Do you have any idea how frustrating this is to an older person. I feel like I am in a no-zone area. When are you people going to get the idea that we are paying customers and should have answers to our questions. Do I have to go to my Local representative and complain or do I write to Gov. Cuomo how your company does not cooperate with their customers.

  20. Thank you for the lette you sen us about our bill.we would like to kow that we are working hard to pay our bills in time.we, the parents in the family once lost our jobs and had a substantial amount of bill to clear.But we had cleared them all(see our bill history).
    though we gained our jobs after long, we have been recovering from the dire situation we were in slowly.but that does not mean we don’t need help from (abcd,the fuel assitance company)that asssits lowincome families here in our state.This time we tried to avoid it.But due to high increas expenses permanently,we applied at the last date of the deadline. though it may not make any sense to tell you all but transferring our bill to the debt collectors made us to feel sorry about.
    we will pay definately the bill as we did last. we are working hard on that but putting our name on creditors will put our credit thing in question mark.please don’t do it.
    Thank you
    The family.

  21. Worst customer service ever. After half hour I was told I was talking to customer service and needed billing. Was given specific instructions to get to billing. Low and behold, back to waiting for customer service. Cannot get anyone to fix my billing problem.

  22. after a national grid customer service rep screwed up my payment I then tried to fix it today when the next customer service agent spoke to me like a teenager speaking to her mother! I will not tolerate rude customer service when I shouldnt even have to be making the call in the first place.

  23. Lost power around 7:24 on 5/29/13 I live on Mercer ave. in Latham never had power restored until 8:40 on 5/30/13 I find it very strange that I never saw a N/G truck for all the time I was without power, I realize that it was a massive storm but where was all the help? Is this the way N/G does business cutting back on manpower, and only interested in making money?

  24. Last year you passed out mini backpacks, I think at the NYS fair, and I truly love mine,!
    Using it again today I thought it about time to say a very heartfelt “thank you”

    Alice Carter

  25. All i want to do is see my bill online, I made a payment on fri 6-14-13 & just wanted to make sure it was posted on my account, very hard website to find what your customers want to see.

  26. I just called to order a stop and start service. I just sold my home of 35 years and moving to a retirement community. My husband of 50 years passed away two month ago so please put the account in my name.

    I was told they couldn’t cancel this account without faxing in a copy of his death certificate. This response from national grid was very upsetting to me and extremely insensitive on their part.

    If I knew this ahead of time I would not have told them my husband passed away and kept the account in his name. This is what you get for being honest. Their policy needs to change.

  27. I contact national Grid at approximately 6:30 pm Saturday 8/31/13 the time now is 11:51pm I can’t take a shower, or cook, couldn’t go out side because I waited for National Grid to some out as I was inform by National Grid. I call at 9:51pm and was inform they were on the way, however 11:30 I call again and I were told they came and no one answer the door. I sat here looking out the window often with the TV and I never seeing and truck or heard any one. ring my bell didn’t go to the bathroom. They made me feel stupid because I know they lie and waste my time. I felt like a prisoner being detain. one of my neighbor smell gas and call National Grid and my gas were turn off. So I am waiting for them whenever they can find someone to come out. now I am told that I should wait for them from 8:00am-11:00pm.

  28. I know from experience your service crews do a great job! I drive a tow truck, serving 5 police agencies in Syracuse NY. While removing vehicles from utility poles I’ve witnessed oncoming drivers ignore your crews, flares, sawhorses, flashing lights, even policemen, to exit their vehicle move the sawhorse, and drive over LIVE WIRES!!! This is the type -sure- to complain about NG. Service. Our weather here is very changeable, KUDOS to your crews

  29. We are waiting for 2 rebates-energy & equipment on 2 two) houses on Bay View Ave. in Sag Harbor. We converted from oil to gas. We have found this to be the MOST difficult process. No one returns your calls. The whole process was frustrating that we almost gave up.When can we expect our rebates.?????

  30. Your customer service representatives were polite and tried to help me when I had an automated billing problem, but gave me wrong information, twice. As a result I was threatened with having my power shut off. It was only after I paid the outstanding bill with a credit card rather than the automated payment two representatives said would take care of the bill that I think it was finally resolved. I waiting for the next billing cycle to make sure.

  31. My experience with Customer Service, via internet and telephone has been, and continues to be excellent. Prompt, courteous and efficient. I usually report street lighting not functioning properly on my street. Thank you NG.

  32. On saturday 11-16-13 , the power was out for over 5 hours at my sons home in Lacona , your incompenent web site kept saying that the power would be back on in a hour and this went on hour after hour for 5 hours , it took a call from the Sheriff,s department to finally motivate you people to respond , as i have been aware of National Grid does not care in the least for any of it’s customers and as long as they pay there bills they can just drop dead for the problems or lack of power they might have .

  33. I just tried to report a downed power line from my home to the pole. Their automated phone menus were difficult to navigate. All they wanted to know was there a power outage. Some people, particularly the elderly either don’t use the web or get easily confused by an audible menu on the phone. A good percentage get confused at repetitive prompts and deal easier talking to a person. I am computer literate and found the automated menu frustrating.
    Thank you.

  34. I am having many serious issues with different aspects of your business operation. First of all who ever set up my account spelt my name wrong so its under a completely different name. I asked for paperless billing but of course my email was misspelt as well. After talking to at least 4 representitives my account name was finally changed. Since I still haven’t recieved an email for a billing summary, I talked to at least 5 more reps to get my payments sent to my address. I still havent recieved any billing summary. I was finally able to get my account number so I could just pay online. When I go to pay online or over the phone I am directed to another servicer. All I want to do is pay my bill but thats really hard to do when I haven’t recieved a statement or it’s unavailable online. I’m about to cancel my service because I am very frustrated with the service I have recieved. I’d rather not have electricity then deal with this service every month. Can I get a billing statement sent to me? I thought Time Warner Cable was bad but this is ridiculous.

  35. I am having many serious issues with different aspects of your business operation. First of all who ever set up my account spelt my name wrong so its under a completely different name. I asked for paperless billing but of course my email was misspelt as well.
    I was finally able to get my account number so I could just pay online. When I go to pay online or over the phone I am directed to another servicer. All I want to do is pay my bill but thats really hard to do when I haven’t recieved a statement or it’s unavailable online. I’m about to cancel my service because I am very frustrated with the service I have recieved. I’d rather not have electricity then deal with this service every month. Can I get a billing statement sent to me? I thought Time Warner Cable was bad but this is ridiculous.

  36. Some time ago I contacted National Grid about a power line across my home that is hung down under pressure and looks like it won’t take much to snap. I was told that the company will wait until the line snaps then they will replace it. This doesn’t make sense. Why not cut the few branchs before the line breaks, your going to have to cut the branchs any way. Please have a crew respond. e-mail me and I will send you the address. Thank you.

  37. I’ve been trying to call you! for 2 days now! and waiting on the phone for 30 mins or more for someone to answer. This is so wrong how you treat customers.It would be nice if someone calls me back! so I can ask about my account number.Iam very disappoint.

  38. This is the most non user friendly site I have ever had to use. It is a hassle every month to pay my bill on line. I want paper billing back – at least all the information is accessible!!!

  39. Outrageous electric bill. How dare YOU people. 35% increase. Looking for new supplier. My bill is $342.00 for one month. Disgraceful.

  40. Your automated customer service cannot understand what a person is
    saying. It took three calls then I finally got a person. I don’t know if everyone else knows that to pay by check for free one has to call and speak to a rep. I didn’t know that because the first time I phoned the automated they said I could now pay by check with no charge. I did. I now find that was wrong. Why that wasn’t made clear the first time I have no idea. You need a good software engineer to straighten out your customer service automated phone system.

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