You are protected by important customer rights.
Please keep in mind you can always contact us at 877-659-6326, via email or by writing:
PO Box 2010
West Springfield, MA 01090-2010
When writing, please include an explanation of your inquiry and a phone number where you can be reached between 9 a.m. and 5 p.m., as well as your home phone number. We will thoroughly research your inquiry and promptly report the results back to you.
If you are not satisfied with our investigation or the payment plan we have offered on the overdue portion of your bill, you may appeal by calling the Massachusetts Department of Public Utilities (DPU) at 877-886-5066 or 617-737-2836, or by writing: Massachusetts Department of Public Utilities, Consumer Division, One South Station, Boston, MA 02110.
If you have a question about the Supplier Services section of your bill and your supplier is not Eversource, please contact your supplier directly.
Basic Service is market-priced electricity we buy for Eversource electric customers who do not have a competitive supplier.
Basic Fixed has a fixed price for up to six months. Basic Variable prices change monthly.
You may choose either option. Visit our Basic Service page for more information about these choices.
Shut Off Protection for Residential Customers
Residential customers are protected by important consumer laws. Electric or gas service cannot be shut off, or will be restored, if a residential customer can certify to Eversource they are unable to pay an overdue balance because of a financial hardship and one of the following additional criteria is also met:
- Someone living in the home is seriously ill;
- A child under 12 months old lives in the home;
- Between November 15 and March 15, service provides heat or operates the heating system, and the service was not shut off for non-payment before November 15;
- All adults living in the home are age 65 or older and a minor resides in the home.
For more information, or to receive a financial hardship form, please contact Eversource.
Help Paying An Overdue Balance
If you are unable to pay your overdue balance, please call us. Eversource has a number of programs available - such as Payment Plans or New Start - to avoid shut off while helping customers who are having a hard time paying their balance.
Eversource may collect a security deposit from any commercial electric customer. It’s a payment guarantee in the event a customer defaults on his or her Eversource bill.
Payments received may be applied to the outstanding security deposit. It’s very important that you pay your total amount due which includes your security deposit to avoid disconnection of your service.
If you’re having difficulties paying your bill, we want to help. We’ll work with you to set up a payment plan for the total amount due including your security deposit.
The security deposit, plus accrued interest (less any amount owed to Eversource), will be refunded to you within 30 days of the date upon which you terminate service with Eversource, or when you’ve paid your Eversource bill on-time for 24 consecutive months.
Residential Customers in an Elderly Household
If all residents in a household are at least 65 years old, Eversource cannot shut off electric service for failure to pay a past due balance without the approval of the Massachusetts Department of Public Utilities (DPU).
Customers in an elderly household also have the right to a hearing at the DPU. Please call the Consumer Division at the DPU for more information.