Rochester Gas and Electric (RG&E) customers may need help with an electric or natural gas outage, high or estimated bill, payment arrangement, meter reading, start or stop service request, smart meter, account access, financial assistance, or customer-service complaint. RG&E provides separate numbers for ordinary customer service, automated account support, electric emergencies, natural gas emergencies, and payment arrangements.
RG&E Customer Service Contact Information
- Customer Service: 1-800-743-2110
- Customer Service Hours: Monday-Friday, 7:00 AM-7:00 PM ET, excluding holidays
- 24/7 Automated Billing and Payment Support: 1-800-295-7323
- Electric Outages and Trouble: 1-800-743-1701
- Natural Gas Emergency: 1-800-743-1702
- Payment Arrangements: 1-877-266-3492, Monday-Friday, 7:00 AM-7:00 PM ET, excluding holidays
- New York Relay Service: Dial 711
- Dig Safe / UDig NY: Dial 811 or 1-800-962-7962
- Customer Service and Corporate Office: 180 South Clinton Avenue, Rochester, NY 14604
- Official Support Page: RG&E Support
- Official Website: RGE.com
RG&E offers translation services when customers call for support. Customers who are deaf or hard of hearing can use New York Relay Service by dialing 711.
RG&E Emergency Numbers
Use the correct emergency number depending on the problem.
- Power outage or electrical trouble: 1-800-743-1701
- Suspected natural gas leak or gas emergency: 1-800-743-1702
- Immediate life-threatening emergency: Call 911
If you suspect a natural gas leak, RG&E advises customers to get up, get out, and get away. Leave the building or affected area before using a telephone, and call RG&E or 911 from a safe location.
Do not attempt to find the source of a suspected gas leak or operate electrical switches before leaving.
Best RG&E Support Route by Issue
- Power outage: Call 1-800-743-1701 or report the outage through RGE.com.
- Gas smell or gas emergency: Leave the area and call 1-800-743-1702 from a safe location.
- Billing question: Call 1-800-743-2110.
- Automated payment or account information: Call 1-800-295-7323.
- Payment arrangement: Call 1-877-266-3492.
- High or estimated bill: Review meter readings and energy use, then contact Customer Service if needed.
- Start or stop service: Use the Moving section of RGE.com or contact Customer Service.
- Financial assistance: Review RG&E’s Help With Bill programs.
- Life-support equipment: Contact RG&E about its Life Support Protection Program.
- Unresolved complaint: Ask for an RG&E supervisor before escalating to the New York State Public Service Commission.
How to Report an RG&E Power Outage
Customers can report a power outage online or by calling 1-800-743-1701.
RG&E also provides an outage map, outage list, estimated restoration information, and outage alerts through its website.
Use the official RG&E Outage Help page for:
- Reporting an outage
- Checking current outages
- Viewing estimated restoration times
- Signing up for outage alerts
- Storm preparation information
For the most useful outage report, have the service address or RG&E account information available.
RG&E Outage Alerts
Customers can sign up for outage alerts through their RG&E account.
Depending on the preferences selected, RG&E can provide restoration updates by:
- Text message
- Telephone
Estimated restoration times can change as crews inspect damage and complete repairs, especially during major storms.
RG&E Billing and Payment Help
For billing questions, call 1-800-743-2110 during customer-service hours.
Customers can use RG&E’s online account tools to:
- View bills
- Make payments
- Enroll in AutoPay
- Enroll in eBill
- Review energy usage
- Submit eligible meter readings
- Manage account information
RG&E also provides 24/7 automated billing and payment support at 1-800-295-7323.
RG&E Payment Arrangements
Customers who are having difficulty paying an RG&E bill can call:
Payment Arrangement representatives are available Monday through Friday from 7:00 AM to 7:00 PM ET, excluding holidays.
Customers may also be able to review available payment-plan offers through My Account.
If you have received a termination notice, contact RG&E promptly rather than waiting until the scheduled shutoff date.
RG&E Financial Assistance Programs
RG&E provides several programs for qualifying customers who need help managing energy costs.
Programs can include:
- Energy Assistance Program (EAP): Monthly bill credits for qualifying low-income customers.
- Enhanced Energy Affordability Program (EEAP): Assistance for qualifying moderate-income households.
- Home Energy Assistance Program (HEAP): Federally funded energy assistance administered through New York State.
- Project SHARE: Emergency assistance for qualifying customers, including eligible military personnel and veterans.
- Budget Billing: Helps reduce seasonal changes by spreading expected energy costs across the year.
- Payment Agreements: Payment plans for qualifying customers who cannot pay the entire balance immediately.
Eligibility and enrollment rules can change. Use the official RG&E Help With Bill page for current information.
High or Estimated RG&E Bills
RG&E bills can be based on actual or estimated meter readings.
If a bill appears unusually high:
- Compare the current usage with previous bills.
- Check whether the bill shows an actual or estimated meter reading.
- Review the number of billing days.
- Consider recent weather and heating or cooling use.
- Check whether the supply portion is provided by RG&E or an energy services company.
- Submit a customer meter reading when the account is eligible.
- Contact RG&E if the usage or meter information still appears incorrect.
Do not compare bills only by dollar amount. Rate changes, supply costs, weather, number of billing days, and actual energy use can all affect the total.
RG&E Meter Readings
Customers with eligible accounts can submit meter readings online.
A customer reading can be useful when RG&E cannot access the meter and would otherwise need to estimate usage.
If RG&E needs access to an indoor meter for a required safety inspection or reading, customers should make arrangements to provide access.
RG&E employees and authorized contractors should carry identification. Verify identification before allowing someone into your home.
RG&E Smart Meters
RG&E is installing smart meters as part of its energy-system modernization program.
Smart meters can provide expanded information about energy use and reduce the need for some manual meter readings.
For questions involving:
- Smart meter installation
- Meter access
- Energy-use information
- Meter replacement
- Account changes connected with a meter
use the smart-meter information on RGE.com or call Customer Service.
Starting or Stopping RG&E Service
Customers moving into or out of an RG&E service address can submit start and stop service requests through RGE.com.
When closing an account:
- Provide the move-out date.
- Provide access to the natural gas meter when required.
- Confirm a forwarding address.
- Review the final meter reading and bill.
If an energy services company, or ESCO, supplies your electricity or natural gas, closing the RG&E account can also affect that supply agreement. Check with the ESCO regarding any separate contract terms or fees.
Paying an RG&E Bill in Person
RG&E provides walk-in customer-service offices and authorized payment agents.
Current Rochester walk-in locations include:
- 180 South Clinton Avenue: Monday-Friday, 9:00 AM-3:00 PM
- 400 West Avenue: Monday-Friday, 9:00 AM-3:00 PM
RG&E also lists a Sodus office at 14 State Street, open Monday and Thursday from 9:00 AM to 3:00 PM.
Holiday schedules can affect these hours.
RG&E says authorized payment agents are available, including participating Walmart locations. Use the official RG&E Pay in Person page to verify locations before visiting.
RG&E Life Support Protection
Customers who depend on electrically powered life-sustaining equipment may qualify for special services through RG&E’s Life Support Protection Program.
Available services can include:
- Communication during major storms
- Notification of planned interruptions
- Critical-contact alerts
- Additional assistance during financial hardship
Enrollment requires documentation, including medical certification.
Customers using life-sustaining equipment should still maintain an emergency backup plan because utility service cannot be guaranteed during every outage.
RG&E Natural Gas Safety
If you smell natural gas or suspect a leak:
- Leave the building or area immediately.
- Move a safe distance away.
- Call 1-800-743-1702 or 911 from a safe location.
Do not rely on an online form or ordinary customer-service message for an active gas emergency.
RG&E Dig Safe Information
Before digging, call 811 or 1-800-962-7962 for UDig NY.
This includes projects such as:
- Installing fences
- Planting trees
- Building decks
- Installing mailboxes
- Excavating for drainage or landscaping
Underground electric and natural-gas facilities can create serious hazards if damaged.
How to File an RG&E Complaint
RG&E’s complaint procedure directs customers to begin with Customer Service.
If the first representative does not adequately resolve the issue:
- Ask to speak with an RG&E supervisor.
- Keep the account information, bills, meter readings, payment records, and previous correspondence.
- Clearly explain the problem and the correction or resolution requested.
- Document the date and outcome of each contact.
If the dispute remains unresolved, customers can contact the New York State Public Service Commission.
New York Public Service Commission Complaints
RG&E currently directs unresolved utility complaints to the New York State Public Service Commission.
The PSC Helpline is:
Current listed hours are Monday-Friday, 8:30 AM-4:00 PM.
The mailing address is:
New York State Public Service Commission
Three Empire State Plaza
Albany, NY 12223
RG&E states that when a PSC complaint involves an RG&E bill, customers are not required to pay the disputed portion while the PSC reviews the matter. The undisputed balance and future bills should still be paid when due.
RG&E Customer Service and Corporate Address
RG&E currently lists both Customer Service and its Corporate Office at:
Rochester Gas and Electric
180 South Clinton Avenue
Rochester, NY 14604
This replaces the older 89 East Avenue address previously shown on this page.
Payments mailed to RG&E use a separate payment-processing address, so customers should follow the address printed on the current bill rather than mailing payments to the corporate office.
Who Owns RG&E?
Rochester Gas and Electric Corporation is an Avangrid company.
RG&E provides electric and natural gas service across a multi-county area centered on Rochester, New York.
For ordinary billing, outages, service changes, meter issues, or payment questions, customers should contact RG&E directly rather than Avangrid corporate offices.
How to Escalate an RG&E Customer Service Problem
If an issue remains unresolved:
- Gather the account number, bills, meter readings, payment confirmations, and previous correspondence.
- Call RG&E Customer Service at 1-800-743-2110.
- Ask for a supervisor when the first representative cannot resolve the issue.
- For a payment arrangement, contact 1-877-266-3492.
- Keep notes showing dates, representatives, and promised actions.
- If an eligible utility dispute remains unresolved, contact the New York State Public Service Commission.
RG&E Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently shows 0 out of 5 stars based on 0 RG&E reviews.
Because no reviews have been submitted on this page, there is not enough CustomerServiceNumbers.com feedback to identify current praise or complaint patterns involving RG&E billing, rates, outages, restoration, meter readings, payment arrangements, or customer service.
If you have recently contacted RG&E, you can share your experience below. Helpful reviews explain the issue, which support route was used, how RG&E responded, and whether the matter was resolved.
Frequently Asked Questions
What is the RG&E customer service phone number?
Call 1-800-743-2110 for RG&E Customer Service.
What are RG&E customer service hours?
Customer Service representatives are currently available Monday through Friday from 7:00 AM to 7:00 PM Eastern Time, excluding holidays.
What is the RG&E power outage number?
Call 1-800-743-1701 to report an electric outage or electrical trouble.
What is the RG&E gas emergency number?
Call 1-800-743-1702 after leaving the area if you suspect a natural gas leak or gas emergency.
Does RG&E have 24-hour customer service?
RG&E provides 24/7 automated billing and payment support at 1-800-295-7323 and 24-hour emergency support. General live Customer Service representatives are available Monday-Friday from 7:00 AM to 7:00 PM ET, excluding holidays.
What number do I call for an RG&E payment arrangement?
Call 1-877-266-3492, Monday-Friday from 7:00 AM to 7:00 PM ET, excluding holidays.
How do I complain about an RG&E bill?
Start with RG&E Customer Service and ask for a supervisor if necessary. If the issue remains unresolved, eligible complaints can be escalated to the New York State Public Service Commission at 1-800-342-3377.
Where is RG&E headquartered?
RG&E currently lists its corporate office at 180 South Clinton Avenue, Rochester, New York 14604.
Who owns Rochester Gas and Electric?
RG&E is an Avangrid company.
Related Customer Service Pages
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer experiences since 2004. This site is independent and is not owned or operated by Rochester Gas and Electric, Avangrid, or the New York State Public Service Commission.
The purpose of this page is to help customers find current official support routes for RG&E outages, natural gas emergencies, billing, payments, financial assistance, service changes, meter issues, and complaints.
Share Your RG&E Customer Service Experience
If you have contacted RG&E about a bill, power outage, gas service, payment arrangement, meter reading, start or stop service request, smart meter, financial-assistance program, or customer-service complaint, describe the issue, support route used, response received, and whether the matter was resolved.
Privacy warning: Do not post complete account numbers, payment information, Social Security numbers, meter-access information, medical documentation, home-access details, passwords, or other sensitive personal information.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent information and review website and is not affiliated with Rochester Gas and Electric Corporation, Avangrid, or the New York State Public Service Commission. CustomerServiceNumbers.com cannot access RG&E accounts, restore electric or natural gas service, correct bills, arrange payments, report emergencies, issue refunds, change meter readings, or act on behalf of RG&E.
For a natural gas emergency, leave the area and call RG&E at 1-800-743-1702 or 911 from a safe location. For an electric emergency or outage, call 1-800-743-1701 or 911 when there is an immediate threat to life or safety.
RG&E contact information, office hours, assistance programs, rates, billing procedures, and utility rules can change. Verify important information directly with RG&E.