COVID-19 Frequently Asked Questions

Answers to common questions about your service and actions we’re taking to protect our customers and employees during this challenging time.

Effective on March 17, 2020, late payment charges will be suspended during this state of emergency. Residential customers will not be charged late payment fees.

To assist our customers during the COVID-19 pandemic, we are offering a special, flexible payment arrangement — with no down payment — for any past-due bill amounts.

Our customer service team is available to help customers with additional financial programs we offer, and setting up a payment plan.

The COVID-19 outbreak has led to an increase in scam activity. Be wary of any unsolicited calls that threaten to disconnect your utility service and that demand payment by unusual means. Eversource will never ask for your personal information over the phone in this manner and does not accept payments via gift cards or other common tools used by scammers.

Eversource is not disconnecting electric or gas service for non-payment for commercial or residential customers during this emergency period.

At this time, we are limiting any planned electric outage work to emergencies only. Brief and targeted electric outages may occur only when they are required to perform critical work to ensure reliability.

For the safety of our employees and customers, we are suspending any non-essential work and appointments that require a technician to enter a home or come in close, physical contact with other individuals. This includes any planned Energy Efficiency home visits, site visits and tree assessments for non-essential concerns.

If our work requires that a technician enter a home or business, we are implementing additional safety measures, including:

  • Asking additional screening questions regarding the health of the individuals at the property, asking customers to report on any recent travel, or potential exposure to Coronavirus.
  • Providing guidance for our employees to maintain a safe distance (minimum of six feet) from customers, avoid handshaking, and advising customers to remain in another room while work is being completed.
  • Using proper protection such as safety glasses and disposable gloves.