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National Grid Customer Service: Outages, Gas Emergencies, Billing & Complaints

National Grid USA provides electric and natural gas service in parts of New York and Massachusetts. Customers may need National Grid support for power outages, gas emergencies, downed wires, billing questions, payment arrangements, start/stop/move service, meter issues, claims, tree trimming, scams, or complaints.

The best way to contact National Grid depends on your service area. Upstate New York, Metro New York, Long Island, Massachusetts Electric, and Massachusetts Gas customers may use different phone numbers. If you smell gas, see a downed wire, or have an emergency, do not use a general contact form. Leave the area if needed and call the emergency number for your region or 911.

How to Contact National Grid Customer Service

Upstate New York Customer Service: 1-800-642-4272
Upstate New York Customer Service Hours: Monday-Friday, 7:00 a.m. to 7:00 p.m.

Upstate New York Gas Emergency: 1-800-892-2345 or 911, available 24 hours a day
Upstate New York Outage Reporting: 1-800-867-5222, available 24 hours a day
Metro New York Customer Service: 1-718-643-4050
Metro New York Customer Service Hours: Monday-Friday, 8:00 a.m. to 8:00 p.m.

Metro New York Gas Emergency: 1-718-643-4050 or 911, available 24 hours a day
Long Island and Rockaway Customer Service: 1-800-930-5003
Long Island and Rockaway Customer Service Hours: Monday-Friday, 8:00 a.m. to 8:00 p.m.
Long Island and Rockaway Gas Emergency: 1-800-490-0045 or 911, available 24 hours a day

Massachusetts Electric Customer Service: 1-800-322-3223
Massachusetts Electric Customer Service Hours: Monday-Friday, 7:00 a.m. to 7:00 p.m.
Massachusetts Electric Outage Reporting: 1-800-465-1212, available 24 hours a day
Massachusetts Gas Customer Service: 1-800-233-5325
Massachusetts Gas Customer Service Hours: Monday-Friday, 7:00 a.m. to 7:00 p.m.

Massachusetts Gas Emergency: 1-800-233-5325 or 911, available 24 hours a day
Hearing/Speech Impaired Customers: Call 711 and provide the appropriate National Grid support number
National Grid USA Website: NationalGridUS.com
Contact National Grid: National Grid Contact Us
Outage Reporting: National Grid Outage Center
Scam Alert: National Grid Scam Awareness
Corporate Address: National Grid USA Service Company, Inc., 40 Sylvan Road, Waltham, MA 02451

Important Rhode Island Customer Note

National Grid USA customer support is now focused on New York and Massachusetts service areas. Rhode Island utility customers should verify whether their service is handled by Rhode Island Energy rather than National Grid. If you are a Rhode Island customer with a gas leak, outage, billing issue, or service question, use the current Rhode Island Energy contact information shown on your bill or the Rhode Island Energy website.

Best Way to Reach National Grid by Issue

Gas Emergency or Gas Leak

If you smell gas, hear hissing near a gas line or meter, see blowing dirt, see bubbling water, or suspect a gas leak, leave the area immediately. From a safe location, call 911 and the National Grid gas emergency number for your region. Do not use lights, matches, electrical switches, electronics, or phones near the suspected leak.

Power Outage

For power outages, use the National Grid outage center, report the outage online, or call the outage reporting number for your region. Have your account number, service address, and the time the outage started ready if possible.

Downed Power Line or Electrical Hazard

If you see a downed wire, sparking line, damaged pole, or electrical hazard, stay away and call the outage or emergency number for your area. Treat every downed line as energized. Do not touch the wire, drive over it, move it, or touch anything in contact with it. Call 911 if there is immediate danger.

Billing, Payments, and High Bills

For billing questions, high bills, payment posting issues, meter readings, deposits, payment arrangements, or account balance questions, call the customer service number for your region. Have your account number, service address, bill, and payment confirmation ready.

Start, Stop, or Move Service

For starting service, stopping service, or moving service, use National Grid’s online account tools or call the customer service number for your service area. Have your current address, new address, move date, identification information, and account number ready.

Payment Assistance and Collections

If you are having trouble paying your National Grid bill, contact National Grid before the account becomes harder to resolve. Ask about payment plans, budget billing, energy assistance programs, arrears management, state aid programs, or local assistance agencies that may be available in your area.

Claims and Property Damage

If you believe National Grid equipment, work, a power event, or a utility-related incident caused property damage, use National Grid’s claims process. Keep photos, repair estimates, receipts, outage details, dates, times, and any related correspondence.

Scams and Imposter Calls

If someone claims to be from National Grid and demands immediate payment, threatens shutoff, asks for gift cards, prepaid debit cards, cryptocurrency, wire transfers, or provides a suspicious callback number, do not pay. Hang up and call National Grid using the official number for your region.

What to Have Ready Before Contacting National Grid

National Grid account number
Service address
Phone number and email address on the account
Billing statement or payment confirmation
Outage location and time the outage started
Gas emergency location, if applicable
Meter number or meter reading, if relevant
Photos of damage, trees, equipment, or property issues if safe to take
Payment arrangement or assistance-program documents, if applicable
Case number, claim number, or prior call notes
Names, dates, and times of prior National Grid contacts

Common National Grid Customer Service Issues

National Grid customers may contact support for help with:

Power outages
Gas leaks or gas emergencies
Downed wires or electrical hazards
High bills or billing errors
Payment arrangements
Late payments, deposits, or disconnection notices
Start, stop, or move service requests
Meter reading or smart meter questions
Tree trimming and vegetation issues
Streetlight or outdoor light problems
Damage claims
Energy assistance and hardship programs
Scam calls, imposters, or payment fraud
Service reliability or restoration complaints

National Grid Customer Reviews and Complaints on CSN

CustomerServiceNumbers.com currently has zero live reviews for National Grid. Because there are no live CSN reviews yet, there is not enough customer feedback on this page to summarize a National Grid review trend.

If you have contacted National Grid about an outage, gas emergency, billing issue, payment arrangement, start/stop service request, meter problem, damage claim, scam report, tree trimming issue, or complaint, you can leave a review below to help other customers understand what worked and what did not.

Emergency and Safety Tips for National Grid Customers

If you smell gas, leave immediately and call 911 and National Grid from a safe location.
Stay away from downed power lines and anything touching them.
Call 911 if there is an immediate safety risk.
Do not use matches, lighters, electrical switches, electronics, or phones near a suspected gas leak.

Do not run generators indoors, in garages, or near open windows.
Report outages directly to National Grid instead of assuming someone else already reported them.
Keep mobile phones charged when severe weather is expected.
Call 811 before digging so underground utility lines can be marked before work begins.

Billing, Payment, and Shutoff Complaint Tips

If your complaint involves billing, a high bill, payment arrangement, disconnection notice, deposit, reconnection, or payment posting issue, contact National Grid as soon as possible. Ask for the reason for the charge or action, request a written explanation when appropriate, and keep copies of bills, payment confirmations, notices, emails, and case numbers.

If the issue remains unresolved after contacting National Grid, customers may be able to contact the utility regulator for their state. New York customers can contact the New York State Department of Public Service. Massachusetts customers can contact the Massachusetts Department of Public Utilities. Complaint rules and timelines vary, so keep complete records before filing a regulatory complaint.

How to Escalate a National Grid Complaint

Call the National Grid customer service number for your region.

For outages or downed wires, use the outage reporting number for your service area.
For gas leaks or gas emergencies, leave the area and call the emergency number for your region or 911.
Ask for a case number, claim number, or written confirmation when appropriate.

For billing or payment issues, keep bills, payment records, notices, and account notes.
For service or outage complaints, document dates, times, photos, outage reports, and restoration updates.
If National Grid does not resolve the issue, ask for a supervisor or formal complaint review.

If the issue remains unresolved, contact the utility regulator in your state.

National Grid Compared with Other Utility Providers

National Grid is often compared with other utility providers such as FPL, Duke Energy, Eversource, Con Edison, PSEG, PPL Electric Utilities, PECO, and ComEd. Customers often compare utility companies based on outage response, billing accuracy, payment assistance, emergency response, call wait times, restoration updates, online account tools, and complaint resolution.

Related Customer Service and Consumer Resources

Frequently Asked Questions About National Grid Customer Service

What is National Grid’s customer service phone number?

National Grid’s customer service number depends on your service area. Upstate New York customers can call 1-800-642-4272, Metro New York customers can call 1-718-643-4050, Long Island and Rockaway customers can call 1-800-930-5003, Massachusetts Electric customers can call 1-800-322-3223, and Massachusetts Gas customers can call 1-800-233-5325.

How do I report a National Grid outage?

Upstate New York customers can report outages at 1-800-867-5222. Massachusetts Electric customers can report outages at 1-800-465-1212. Customers can also use National Grid’s outage center online.

What should I do if I smell natural gas?

Leave the area immediately. From a safe location, call 911 and the National Grid gas emergency number for your region. Upstate New York gas emergency is 1-800-892-2345, Metro New York is 1-718-643-4050, Long Island and Rockaway is 1-800-490-0045, and Massachusetts is 1-800-233-5325.

Does National Grid still serve Rhode Island?

National Grid USA’s current customer-service site focuses on New York and Massachusetts. Rhode Island customers should verify whether their service is handled by Rhode Island Energy and use the contact information shown on their current bill or the Rhode Island Energy website.

How do I contact National Grid about billing or payment assistance?

Call the customer service number for your service region or sign in to your National Grid account. Ask about payment arrangements, budget billing, energy assistance programs, hardship resources, and any state-specific support options.

How do I report a National Grid scam call?

If someone claiming to be from National Grid demands immediate payment by gift card, prepaid card, wire transfer, cryptocurrency, or a suspicious payment app, hang up and call National Grid directly using the official number for your region. If money was stolen or threats were made, contact local law enforcement.

Is CustomerServiceNumbers.com affiliated with National Grid?

No. CustomerServiceNumbers.com is not affiliated with National Grid, National Grid USA Service Company, National Grid plc, Rhode Island Energy, PPL Corporation, or any state utility regulator. This page provides customer service contact information, complaint guidance, and a place for customers to share their own experiences.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has provided customer service contact information, complaint resources, and customer review pages since 2004. This page is designed to help National Grid customers find the correct support path for outages, emergencies, billing, payments, start/stop service, scams, and complaints.

Share Your National Grid Customer Service Experience

Have you contacted National Grid about an outage, gas leak, downed power line, billing problem, payment arrangement, start/stop service request, meter issue, damage claim, scam report, tree trimming issue, or complaint? Share your experience below to help other customers know what to expect.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is not affiliated with National Grid, National Grid USA Service Company, National Grid plc, Rhode Island Energy, PPL Corporation, or any state utility regulator. Contact information and links are provided for consumer convenience and may change over time. Customer reviews and complaints are submitted by users and reflect their own experiences.

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