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: 1.7/5 (61 votes cast)
Contact National Grid Customer Service, 1.7 out of 5 based on 61 ratings
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122 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.

    • There are problems with National Grid re the defect with the boilers installed on L.I. between 2005-2013. they give you a run-around in reaching the appropriate office to get service.
      1. Never contacted customers of problem and how to take steps to cure.
      2. Did not notify customers no longer connected to LIPA or quick way to call them.
      3. When provided person on phone asked that they note my call and info. When asked person to repeat my info, person refused and HUNG UP.
      WHAT KING OF CUSTOMER SERVICE IS THIS!

  41. Have a possible gas leak to my water heater and they are to busy to dispatch a tech. Of course not, all probably at home watching the Super Bowl. Do not trust national grid for any emergent when a sporting event is on.

  42. I have a very bad experience deal with Nationalgrid to upgrade my electricity in order to terminate gas service, I have been dealing with your company (Working order: WR#16068228)for my property upgrade since November 8, 2013. As of today, get no respond, all my tenants going to move in June 1, 2014. I cry every day by paying mortgage, over $40,000 property tax and expensive insurance. How can I afford to keep on waiting and looks like without hope of getting electricity from Nationalgrid.

  43. I haven’t received a bill for 3 months. Currently for almost an hour for a representative. I am so glad they lost the LIPA contract.

  44. the dial face on my gas meter was changed weeks ago. My prior month gas bill was

    the gas co changed the dial face on my meter in early February .
    my January gas bill was $338. with a measured ccf reading 335.This month my bill reads ccf 3788, and the bill is $3548! Try
    to get in touch with 800 number -busy-busy. This is crazy. The
    meter reader doesn’t know how to read the new dial face . And now
    I’m expected to pay 10 times my normal bill. Time for a new gas
    supplier??

  45. on 2/17/2014 I posted a notice of a $3548 gas bill. Today, 2/18/14, I received a corrected bill and confirmed this with the
    utility customer service dept. I withdraw my earlier complaint.

  46. Had an appointment today between 9 and 3 to have an attachment installed on the gas meter so National Grid can read it from the street. National Grid calls at 12:30 to say they are not coming today. They want to set up a new appointment. Fine. National Grid can’t give me a specific time for the second appointment only a 4 hour window.
    WHERE IS THE CUSTOMER SERVICE. You cancelled! I should not be further inconvenienced. You should give me a specific time and not make me wait again.

  47. hi I moved her since nov 2013 and my bill has been high I when I moved here I asked to but put on a discount because i’m disable I don’t think it’s been applied because my bills are too high can u email me my answer and sent a copy of this info also it too high I need to be put on a budget as well so everything will be ok thank you

  48. I have been trying to set up a budget plan and you have the most unfriendly website imaginable. The fact that for a utility company you cannot contact anyone on the weekend is completely unacceptable. Please contact me as ALL I am trying to do is set up a budget plan and you don’t have the last four digits of my social on file.SOOOOO your site does not allow me to do this!!!! Even though I have an existing account.
    like most people I work during the day. How ironic that your customer service ends at 5 p.m.! My company which is also world wide has customer service available 24 seven.

    Cathy Haringa

  49. power was out in half the house called woman told me to call electrician well come to find out the whole street was having the same problem and she told them the same make a long story short it was your transfomer

  50. We have received constant nuisance electronic calls from your billing department!!!!We know exactly what we owe each month and do not need to be reminded by a machine. We have talked with The Consumer Affairs Office . They agree we should not be harassed on a daily basis by a Public Utility like National Grid!! Unless we are months behind in payments we ask that you remove us from your electronic caller and please stop harassing us. If you have any questions please have a REAL PERSON call me……Thank You, Nicholas Oppedisano

  51. If I truly told you what I think, My whole message would be bleeped! As a retired couple living on Soc. Sec. we are in a very difficult situation – thank you NOT! In the last few months, our NatGrid bill has gone up, up, up. We are on the budget plan, but you have sucked that up and are raising my monthly fee. This is gouging at its utmost. Oh I know, not your fault, its the FTC Bullshit! Rough winter yes, but the last few have been mild and did we see a profit from that no. Am guessing this is a typical NYS rape, and I am fed up with it. If my whole family were not here, I would be out of New York State. Pretty soon it will be back to kerosene lanterns, candles and wood stove fire for heat as currently YOU are taking 1/4 of our social security check. Am not happy with your bills, but know you have me by the neck. Guessing I can’t pay, you will cut my power off.

  52. Since the aftermath of Hurricane Sandy, my bills continued even though we moved out completely for 6 months. After discussing with NatGrid, a payment plan was made. I was to pay $55 along with the normal bill. Since Oct./Nov. 2012 My bills have escalated and instead of crediting me for the extra money I included with total due the balance would never go down. Never!!! Instead each and every month no credit is given and the ongoing balance keeps escalating. Now I owe over $800 in addition to the regular bill which is broken down into two categories. Talking to them is like talking to the invisible man. They tell me one thing and the following bill is again screwed up. I will continue to just pay what I owe each month and they can take the outstanding balance and shove it where the sun don’t shine.

  53. Contacting National Greed, for any reason is trying at best. See, NG have. no issue with charging you what they feel on your monthly bill. Then, when it comes to contacting them, forget it. There is a story on the news as I speak about this past winter. How the demand of a cold winter force a larger whole sale price of gas, electricity, etc. People…when demand is high, the price should go down! I am sickened by NationalGrid and their service center. Where is the value? Forget that when you live in cny you’ve no choice but to deal the monopoly that is,national grid.
    Face it….there is no choice for us a consumers. Money stays with money!

    I cannot stand National Grid! Oops, sorry. I meant Greed!

  54. Today they were on my property to work on the pole on the street and I came home to find my vinyl white fence with some structural damage and very marked up where they damaged it. I am irate to say the least and will pursue this further tomorrow. They have no right to damage my property on their routine maintenance. Hopefully the foundation holding the fence up is not compromised. This damage was not there before this most recent pole escapade of National Grid and Asplundh!!!

  55. I would like to know why after many phone calls and giving the amount of money needed why you have to wait two days to turn a elderly women’s lights on there is oxygen needed by a person and because of the neglect to solve the problem the women is now being treated for possible pneumonia after all you get your money you still tell them another day this is criminal.

  56. your service sucks along with customer service making a elderly person wait to turn there lights back on after making attempts o pay what you want then making them wait another 24 hrs to turn them back on is criminal even worse when oxygen.
    is used

  57. The return address on a North American Power solicitation identifies it as “A New England Power Company”. Is North American Power really associated with the National-Grid family of companies or is North American Power misrepresenting itself?

  58. I have to say the service we recieved from the gentleman from National grid for doing an excellent job when called to a gas leak on the 21/04/2014. He was polite and understanding and did everything possible so that the people living there could return to their home later that evening.The individuals living there are adults requiring support so for them to be able to return home was massive – a very big thanks .

  59. I had a man that came out to check my gas leak with a quick responce he was kind and helpful and couldn’t wish for a better service i would like to thank him very much.

  60. Phone options difficult to understand

    Once connected to real person both electric and gas service was easily set up for newly purchased rental property.

    Well done.

  61. Why is it so hard to contact National Grid to make a conversion from oil to gas? There are potential customers on my street and National Grid it taking its time ‘analyzing’ the situation.

  62. Seem unethical that Assistant Manager Ruthann Andrews receives FREE wood chips from tree trimmers and other employees/customers can not!

  63. Horrible customer service. After speaking with 5 different customer service representatives in an attempt to pay our bill, I was advised how no one could give me the actual amount owed on the bill, because my husband had not listed me on the account. I was on the phone with these CSRs for well over 30 minutes and in the long hold times, registered the account on line, got the amount owed, and finally with rep number 6 gave her the amount owed and paid it. Then to be asked “Did I answer all your questions?” was insane! I advised her no one answered any of my questions. I have every intention of writing to your Executive level because when a customer asks to speak with a supervisor, they should be able to speak to a supervisor. Not be told, there are no supervisors in this building, and we can only get in touch with them via email. I presume next time your CSRs will tell me they have to chisel a message in a rock to get it to a supervisor. Again, the worst customer service I have ever encountered.

  64. Hello,
    I was trying to speak with somebody concerning my bill and I could not.The system does not have any options to speak with normal customer service representative.I have question about my bill in section other charges.So there is no explanation why I have this charges 40.85???

  65. Get a generator, Go solar, do what you can to get away from this company, the customer service is terrible, unresponsive, short staffed and unavailable, they changed my service from residential to commercial on a storage garage with no plumbing , heat or receptacles. my solution turn the power off!

  66. i work accounts payable for a retail construction firm that operates in 40 states, however i cannot get an account balance even after receiving a past due notice, even after verifying the account number, the billing address and the service address. I did not identify the last payment correctly so you cannot tell me how much we owe? this is the most ludicrous and ridiculous system i have ever heard of. YOUR CUSTOMER SERVICE STINKS obviously from the above comments you already realize this and YOUR POLICIES are STUPID TOO!

  67. I am not sure if this is the right place to ask a question but a friend of mine said that National grid is getting out of the power supply business is this tru he. said he got a flyer or some thing if this is true where can I get this flyer or statement so I can see it for my self ……

    thank you Michael DelVecchio

  68. Dear Sirs, I am writing as I called 8 EIGHT times and did not get the connection or information I needed. There are no humans to speak to!! My monthly bill arrives TRIPLE in total of other months!!! There have been NO changes in my household and it is unreasonable the charges I have as NO ONE is home most of the day!! I need someone to come out and re read the meter or at least return my calls or e mails

  69. WTF is going on with my power in the Sackets Harbor area, for the past three mornings the power shuts off for a brief minute. I;am getting tired of resetting my clocks . And who knows what it’s doing to my appliances and computers.

  70. I am a national grid customer however I have had a very poor experience with this company on 6/26/2014. I am visiting from AZ, and decided to help a friend by paying her bill to have her power turned on. I was promised her power would be turned on within 24 hours, however it is now over 24 hours and we are being told that they did not turn in an order form and it will be an additional 24 hours, and 4 different people are telling me “oh sorry” but are unwilling to do anything to make it right, glad I have SRP.

  71. this site is useless….. all I want to do is change billing address. one would think s simple thing like that could be handled with a simple email, and not an act of congress. maybe the ceo should try and contact his own company.

  72. My power has been off for 16 days and counting my power is under my sister in laws name because of my divorce. The first day I was told it would be turned on within 24 hours because of a note from my daughter’s doctor.The next day I was told no not until I paid 560.I sold what I to come up with money I did. I was told no that wasn’t good enough and I would need to come up with 1,000. The next day I called they took my number and.name off the account and put all the money I owe on my sister in laws account.She is below low income( dead beat dad and had a heart attack had to stop working hospice I didn’t want to tell her when I did she said don’t worry. There’s much more shocking things but here some..
    Durning this hole thing I was yelled at,told I was being illegal,get a job,knock on door find a rich person.Supervisors not calling me back.On the Bill it states ask for an complaint officer I was told no,never heard of that over and over.I called everywhere for help.The only thing I can think of coming is pull my girls out of school and move from the town I lived in for 25 years.I need to rent something.with power include or a town that National Grid doesn’t service.

    .Thanks National Grid

  73. I recently moved and have been trying to reach someone at National Grid to start service with electricity for 2 days now. I have searched online and all numbers say no operator available. Spoke to NY service and they directed me right back to the same number! What do I have to do to get my electric under my name to pay my bills? All my old bills are in one of many boxes and my phone number is no longer a way to pull up my information. I need to speak with a real live person!!!!! Service is the worst I have ever experienced!

  74. Your customer service is terrible. I have been a customer for over 30 years and have rented a property each Summer. This year, your Customer Service has told me that I can no longer sign up for service at the rental property I get each Summer. Despite have an account in good standing and paying regularly, I cannot attain this service unless I provide a copy of my lease, which I do not get, as it is a short term rental. They said that I could get the service if I had the owner of the property provide Notorized information, creating extra work for both of us. So because I am already a good customer, you make it very difficult for me to attain service at another property I rent. How ludicrous is that and then to say it is State mandated. This is total BS. If I had an option for alternative service, I would do so. But you hold a monopoly over the services. Perhaps that is why National Grid is losing so many customers.

  75. Just would like to thank you for a speedy response and a very professional job done by a very good engineer

  76. “bit difficult” is an underestimation how bad it is to contact your service administration on phone or online. I am moving and as of August 15 I need to discontinue the electric and gas service to my home. The phone line is always have a long waiting time and the online transaction is a nightmare. Is there a simple way to cancel my service as of August 15, 2014?

  77. This September will complete almost a year since I started the process to get national grid connection for our house heating system. To- day we had someone from national grid to disconnect our meter , when I asked him the reason he said we don’t have a customer no , when I showed him my customer no he was not interested in even looking at it . I can’t believe we just the not even a month ago after a year of phone calls , the guy comes to disconnect it , is tere any one to to fix this horror . Now I regret why I ever wanted to switch to gas from heating .

  78. Your customer service is poor. The voice menue you make your customers go through is ridiculous and time-consuming. And if someone wants to inquire about converting from oil to gas, why do you make them wait on hold listening to 70s music? You should hire more people to answer your phones.

  79. You have the worst web site that is user unfriendly
    You have the worst phone service in the world
    You make it impossible to pay bills on time and then you have the audacity to charge a late fee

  80. Very upset they have horrible customer reps they supervisors don’t get on the line at all one person tells you one thing and another something else very disappointed wish their was another company as their competition

  81. I was on a site today when I using an excavation machine tore into a gas pipe (badly)
    I phoned national grid an spoke to one of there operatives who was very helpful.
    With in three quarters of an hour one their representatives turned up
    Steve parsons absolutely a very cool an calm person an very assuring
    About 45mins later he’s team turned up John & Dean Carr along with another fellow called James pool
    Together they sorted out the gas leak in a very very professional Manor, they even made me tea from the back of their van which was well needed as I was well shaken up from the way the gas was leaking out
    I’ve dealt with a lot of different utility companies an these lot were fantastic an they were funny too along with being professional
    Anyway enough said I think you get my point
    I do hope who ever sees this email passes on them that what I’ve said…… Thanks

  82. I have talked to 9 different individuals about where my bill should be sent. Apparently no one is writing the information down, because I have not received a bill. I was threatened by a disconnect due to this fact. SOMEONE MUST LEARN HOW TO WRITE THINGS DOWN.

  83. natinol grid sucks they r a monoply when u need help they pretty much say f u and they lie to u they say one thing then when u do that they say they cant help u they acpect people to pull money out there ass to pay them and if u dont have ur whole bill they shut u off they dont care about people just money

  84. we need more than one power company in this country cus if u fail to make one payment on the payment agreement they wont turn u back on unless u pay the whole bill and they dont care if u have kids in the house either

  85. I am totally disgusted with National Grid!!!! I have been trying to call and talk with someone for 2 weeks – because your company shut off my gas, which means I have NO way to cook and NO hot water – for 2 weeks. I was not told that this would be happening. Now when I try to reach someone I have been on hold for 30 minutes, 45 minutes, 42 minutes, etc. This is absolutely not acceptable. I finally called the emergency line to see if I could get results that way and I was told “call earlier in the day”. Then I was hung up on! Great customer service. I work and being on hold for this long is unacceptable. then when I called today – I got at 4:47PM – “out business hours are until 5:00PM – – yet no one was available – “The office is closed”.
    Please explain to me how this is good business practice and how you expect to keep customers. I will not be paying my bill for the last 2 weeks – I expect a complete credit for this entire time and do expect to talk with someone in your company.

  86. READ THIS CAREFULLY….I JUST GOT OFF THE PHONE WITH PEOPLE TRING TO RIP ME OFF YOU YOUR COMPANY AND NATIONAL FUEL. THESE PEOPLE ARE FROM INDIA OR THAT PART OF THE WORLD, BECAUSE OF THEIR ACCENT, TRYING TO USE AN AMERICAN NAME. PLEASE BE AWARE OF THIS AND TO GET THEM TO HANG UP, HAVE YOUR CUSTOMERS SAY THEY ARE GOING TO REPORT THAT CALL TO THE POLICE AND THEY HAVE A LOG OG CALLERS FOR THAT TIME FRAME. IT WORKED FOR ME

  87. Yes I am writing to let you people know that your service is too high I am a single person, I do laundry maybe twice a month, I unplug all appliances if not in use, I do use air conditioner I’ll turn on the fan if need be and I use energy saving light bulbs I’m rarely home because I work two jobs so my first bill was $30.00 I thought that was ok now the next month the bill was $64.00 I was shocked so of course I call customer service the number is always busy.

  88. National Grid sucks!customer service people are full of shit! The techs going out to the field are idiots! My electricity was shutt off 2 days ago and after making the payment . they said they would be out there within 24hrs to restore electricity. Someone came out this morning to turn it on, found the main breaker swich wasnt off, landlord was out side and the incompetent technician was asked if they needed anything and stated ” no dont worry , am not shutting anuyone off” and left without restoring services.
    After numerous calls to National Grid to get back out there as it no one mentioned about breaker being off for it to be turned back on. The lady has the audacity to tell me they tell me that the techs dont have time to wait for the breaker to be turned off! Landlord was right there- would take les than 5 minutes for him to turn it off! They didnt have a problem turning it off !bullshitting about a fucking breaker! Not to mention the woman i spoke with at custometr service was rude and very unprofessinal!
    even after i told her i have 3 kids in the hse and one of them uses a nebulizer that requires electricity , didnt seem to care, probably doesnt even know what a nebulizer is..! National Grid needs to re-access their services. Granted i should have paid my bill on time but re-installation after paying a ridiculius amt shouldnt be such a hussle.

  89. Waited all day with a confirmed appointment between 9 and 3 pm. No one showed up. Caused all kinds of problems. Said they would be there after 3 it is now 10:10 and still no show. Will call the Public service commission to complain of this inconsiderate treatment of customers.

  90. Had a confirmed appointment today between 9 and 3pm. No one showed causing many problems with children’s schedule. They said they were running late and would be there soon. It is now after 10 pm and still no one has come. Will contact the Public Service commission to complain of this terrible treatment of customers.

  91. Had a confirmed appointment today between 9 and 3pm. No one showed causing many problems with children’s schedule. They said they were running late and would be there soon. It is now after 10 pm and still no one has come. Will contact the Public Service commission to complain of this terrible treatment of customers.

  92. Had a confirmed appointment today between 9 and 3pm. No one showed causing many problems with children’s schedule. They said they were running late and would be there soon. It is now after 10 pm and still no one has come. Will contact the Public Service commission to complain of this terrible treatment of customers.

  93. what quick service! last night i emailed ng with a safety concern in our neighbohood (malfunctioning street light) and it was fixed the next morning. i thank you and so does our entire neighborhood.

  94. I was told my gas would be turned on mon 10/27/14 between 8a @ 8 pm at 5pm I called national grid I was not on the list I requested to speak to a supervisor who was at a meeting they told me they would call me back before 9p. I just called national grid they are closed. I want to speak to a supervisor my doctor wants the paper work so he can fill it out.iam liheap and I have a medical situation.please contact me asap thank you c. conaty

  95. Re CUSTOMER SATISFACTION.
    YOUR GASFITTER MR STUART 30008450 attended my property on 27/10/2014 and provided the most excellent help and advice,a rare high level of customer care these days.

  96. Received a recording last week that we would be without power today from 9am-1pm….managed to be away from home for 3 hrs, as when we don’t have power, we have no phone. We’re both senior citizens and hate to be without a phone. Arrived home only to see the power was NOT turned off as scheduled.
    My husband called to see what was going on- all they said was there is no scheduled outage for our address, and we would get a phone call from Nat Grid if there was. Well, we already did!
    Just venting our frustration! Seems to me we could have received a call saying our power would NOT be interrupted today!

  97. Tried to report a street light out, over 2 months ago. Can’t report it to National Grid, that service is outsourced. Reported the light not working. One month later, reported it was still out. It still has never been repaired. In my town we are charged extra for having street lights. I don’t have a working one anymore – I want a refund! If NG can’t do the work, and their sub-contractor doesn’t do the work – what are we paying for???

  98. The idiots keep calling despite that fact that we DO NOT HAVE NATIONAL GRID. I am actively campaigning against you and your ignorant phone people.

  99. I need the fax number for S.A.M. the number I was given has too many numbers in it. it is now Sunday and of course you cant get a hold of anyone in customer sirv. and the web dose not have the number listed anywhere. Very Disapointing.Now I’ve wasted another day. thank you!

  100. Natl Grid is staffed by idiots and exists only to make some people very wealthy. The govt meddles in our lives, and spies on us, but they do nothing to relieve us of the Natl Grid monopoly. Obviously there are payoffs and backroom deals being made. Change the laws and we may see some fairness in utilities.

  101. All I want to do is change my billing address!!! Can’t get to the correct site to do such !!! Why can’t you be more logical???
    How do I get there?

  102. I had a very trying experience over the Thanksgiving Holiday. There was a new hot water heater installed at 222 Main St. There was a smell of gas and the tech arrived and called me that he had to shut the building down. This is a ten unit building with separate water heaters to the tenants. Joe Buthiller was the most understanding gas employee I have ever encountered. I have been in the apartment business for over 30 years and have many buildings in the cities of Salem, Beverly and Gloucester. He diagnosed the problem after carefully surveying the situation ( chimney needed cleaning ). I had the chimney cleaned and the tenants were able to get their hot water turned on for the weekend. I can’t say enough for about how he was able to relieve a stressful situation, and because of his knowledge and expertise,turned a very tenuous situation into a remedial one. He came back to the building a couple of times to check on the progress and to make sure everything was done properly. What an asset you have with Mr. Bouthiller.
    Sincerely, Richard Audette

  103. This afternoon I called as I suspected a gas leak. Excellent service and very efficient service engineer.
    Barry Devonald

  104. Had to have the gas turned back on after it had been off for 9 months. The technician, Jay, was fabulous. Super nice guy. Very friendly and efficient. Made sure that the hot water and heat were both working properly. If all of the National Grid technicians were as good as Jay, the customer service numbers showing above would certainly be much better

  105. reported power outage yesterday, 12/19 at 3:30pm. Service lady on the phone questioned if we knew what or if we had knowledge of what a “blown transformer sounded like?!”
    We’ve had more than our share of this type of power outage to last a lifetime!Was told that power would be restored between 5:30 and 9:30 p.m but was never given a date or year! Still without power in a very small area where farming and milking cows is still the way of life! Try it without electricity!

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