Eversource Customer Care: Direct Lines, Fastest Channels, and Practical Guidance

What Eversource Customer Care Handles

Eversource serves approximately 4.4 million electric and gas customers across Connecticut, Massachusetts, and New Hampshire. Customer Care supports account setup and closure, billing and payments, outage reporting and status, energy efficiency program enrollment, and assistance programs for income-eligible households. Agents have tools to verify meter reads, set up payment arrangements, and investigate high-usage spikes or suspected meter issues.

Emergency response operates 24/7. Use the dedicated electric outage lines or gas emergency line (for leak/odor of gas) and reserve those channels strictly for urgent issues. Routine requests—such as name changes, budget billing, or moving service—are best handled online or by phone during business hours to minimize hold times.

How to Reach Eversource Quickly

For routine questions, call during off-peak times—generally Tuesday through Thursday, 10 a.m.–3 p.m. local time. Have your 11–13 digit account number (from your bill or online profile), last meter read date, service address, and a call-back number ready. If you’re moving, provide your move-in/move-out dates and landlord or property manager contact details.

Digital channels are often fastest for simple tasks. The Eversource online account lets you start/stop/transfer service, enroll in AutoPay or Budget Billing, request payment plans, and track outages without waiting on hold. Texting is the quickest way to report or check outage status from a mobile phone, and the interactive outage map shows restoration estimates by town and circuit.

Official contacts at a glance

• Connecticut Electric Customer Care & Outages: 800-286-2000
• Connecticut Gas Customer Care: 800-989-0900
• Connecticut Gas Emergencies (leaks/odor of gas): 877-944-5325 — call 24/7
• Massachusetts Customer Care (electric and gas): 800-592-2000
• New Hampshire Electric Customer Care & Outages: 800-662-7764
• Texting (most areas): text OUT to 23129 to report an outage; text STAT for status; text STOP to unsubscribe
• Website: https://www.eversource.com (account login, start/stop service, live chat in business hours)
• Outage map: https://outagemap.eversource.com
• Social updates: @EversourceCT, @EversourceMA, @EversourceNH on X (Twitter)
• Hearing/speech assistance: dial 711 to use your state’s Telecommunications Relay Service when calling

Outages and Emergencies

Use the state-specific outage number or text OUT to 23129 to report a power outage. Provide any safety hazards (downed wires, sparking equipment) and exact location. Never approach downed lines—assume they are energized and keep at least 30 feet away. For medical baseline or life-support customers, notify Customer Care so your account is coded for priority communication during storms. Keep your mobile number and email current to receive restoration alerts.

For gas odors or suspected leaks, leave the premises immediately, move to a safe location, and call the gas emergency line for your state (in CT, 877-944-5325) or 911. Do not use light switches, phones, or appliances inside the building. Eversource dispatches responders 24/7 who will perform leak detection and make the area safe before service is restored.

Billing, Payment Options, and Assistance Programs

You can pay by bank draft (AutoPay), debit/credit (via a third-party processor; a convenience fee typically applies), check-by-phone, or at authorized payment centers. Due dates and any past-due balances appear on page 1 of your bill. If you need more time, request a payment arrangement online or by phone before the due date; most residential plans can spread a balance over multiple months as long as new bills are paid on time.

Budget Billing evens out seasonal swings by calculating a predictable monthly amount based on your historical usage. The budget amount is reviewed and adjusted periodically to avoid a large settle-up. This is especially useful for electric heat customers in winter or central A/C users in summer. You can enroll or cancel at any time through your online account or with an agent.

Income-eligible customers should ask about state-specific assistance: in Connecticut, programs include the Matching Payment Program (electric heat), Winter Protection (generally Nov 1–May 1), and CEAP/LIHEAP energy grants. Massachusetts offers a Low-Income Discount Rate, the Arrearage Management Program (AMP) that forgives past-due balances with on-time payments, and LIHEAP via local Community Action Agencies. New Hampshire offers LIHEAP and arrearage forgiveness through “New Start.” Customer Care can screen you and provide referral contacts; approval generally requires income documentation, a recent bill, and identification.

Starting, Stopping, or Transferring Service

Schedule start/stop/transfer at least 1–7 business days in advance (more in peak moving seasons or where access is needed). Have: service address, move date, legal name exactly as it should appear on the account, Social Security number or Tax ID for identity verification, and a daytime phone/email. Some moves require an in-person meter read or access to the meter room—coordinate with building management if needed.

Deposits may be required based on credit history, outstanding balances, or if service was previously disconnected for nonpayment. Residential deposits are held in a regulated account and typically earn interest; they are returned or credited after a period of on-time payments per state rules. If you are a victim of identity theft or domestic violence, ask about special handling and documentation to waive deposits or protect account information.

Rates, Supply, and How Changes Are Scheduled

Supply (generation) rates for customers on the utility’s default supply change on a set schedule: generally January and July in Connecticut and Massachusetts (called Standard/Basic Service), and February and August in New Hampshire (Default Energy Service). Distribution delivery rates are regulated separately by each state’s utility commission. If you shop for a third-party supplier, Customer Care can explain how to compare total rates, contract terms, early termination fees, and how supplier changes show on your bill.

Always verify the supplier name on your bill to avoid door-to-door or phone solicitations switching you without consent. Eversource will never demand payment via prepaid gift card, cryptocurrency, or pressure you to pay immediately to avoid shutoff. If in doubt, hang up and call the official number on your bill.

Make Your Call Count: Documentation and Escalation

Thorough documentation speeds resolution. Keep a simple log: date/time, agent’s first name or ID, case/reference number, and agreed next steps with deadlines. If a field visit is scheduled, confirm whether it requires your presence and obtain the work order number. For billing disputes, note specific meter read dates and kWh/therm usage; photos of the meter showing the read can be helpful.

• Have ready: account number, service address, phone/email, last four of SSN/Tax ID, and a recent bill.
• For payment plans: income/assistance status and the amount you can pay today.
• For outages: exact location, visible hazards, and whether medical equipment is in use.
• For move-in: lease/closing date and access instructions (lockbox/concierge).
• If unresolved, politely request a supervisor review. As a last resort, you may contact your state regulator’s consumer division: CT PURA (800-382-4586), MA DPU Consumer Division (877-886-5066), or NH PUC (603-271-2431). Have your Eversource case number on hand.

Most issues can be resolved at the first level when you provide precise details and confirm the next step before ending the call. Ask for a text or email confirmation of any arrangement, and set reminders for follow-ups, especially around move dates or payment plan milestones.