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COVID-19: Help With Payment

If you need help, there is hope. That’s because National Grid has a variety of programs that can help New York both in the short term and in extenuating circumstances.

Note about collections activities & disconnections–On March 13, we temporarily suspended collections-related activities, including service disconnections, to lessen any financial hardship caused by the COVID-19 pandemic. These policies will remain in effect in alignment with the respective executive orders issued in MA, NY and RI, and we will evaluate their continued need. If you are a business and need more information on payment assistance programs please call 1-800-443-1837.

Energy Efficiency is even more important now.

For every dollar you save in operating costs, that goes to your bottom line. We are here to help lower your bills at home and at work now and in the future.

While we are temporarily suspending all energy efficiency service activities that require home or business visits, such as energy audits, we are still here to support your energy savings initiatives.
We have programs and options you can participate in now: our online marketplace is stocked with products to help you reduce phantom loads.

Read on for the latest information about our payment policies and more.

We recognize that this unprecedented situation may result in financial difficulty and you may be worried about your National Grid bill. We hope to alleviate your concerns about your electricity and natural gas service during this time.


Help Making Payments

If you need help paying your bill, we have payment plans and billing options available, including assistance programs to lighten the burden.

Ways to Pay

You can pay your bill through a variety of online tools

Frequently Asked Questions

National Grid is temporarily suspending collections-related activities, including service disconnections and penalties for late payments, to lessen any financial hardship the COVID-19 pandemic may have on our customers. These policies are effective immediately and will remain in effect in alignment with the respective executive orders issued in MA, NY and RI. 

Please note that regular billing and payment schedule will continue for all customers. We offer a variety of payment and billing options designed to make transactions easy and convenient. Customers needing assistance with paying their bills can click here for more information or call to speak with one of our customer advocates. Read our latest bill insert, COVID-19 Update: Now, more than ever, staying connected matters. (En Español)

National Grid has taken another step to reduce the coronavirus’ financial strain and economic uncertainty on upstate New York customers by deferring a bill increase that was scheduled to take effect April 1. The company has asked New York regulators for permission to postpone until July 1 the previously approved gas and electricity delivery price increases in recognition of the unprecedented hardships the COVID-19 outbreak continues to bring to families across the region.

The company has also asked for the low-income customer credit that would reduce the currently available discount to qualifying customers to be delayed until July 1.

To conveniently manage your account, you can do so online and avoid longer than usual wait times in the call center. You can also continue to pay your bill or find assistance through a variety of online tools. Please visit ngrid.com/billpay to explore convenient options including:

  • Paperless Billing
  • Pay by Bank Account
  • Pay by Credit Card (fees apply)
  • Automated Payments
  • Budget Plan
  • Assistance Programs

No, our billing and payment schedule continues for customers.  Please continue to pay your bill if you are able. The temporary suspension of collections activities was designed to lessen the burden for those struggling to pay, due to work restrictions caused by the pandemic. As part of the collections suspension, National Grid will not charge interest and penalties for late payments, will not perform service disconnections due to non-payment until further notice.

Customers needing assistance with paying their bills can click here for more information or call to speak with one of our Customer Advocates. Note: Call wait times may be longer than usual.

Effective March 13, 2020, National Grid has temporarily suspended collections-related activities, including service disconnections, to lessen any financial hardship the COVID-19 pandemic may have on all of our customers – whether residential, commercial or industrial. This includes temporarily suspending interest and penalties for late payments. These policies will remain in effect in alignment with the respective executive orders issued in MA, NY and RI, and we will evaluate their continued need in consultation with state regulators. 

No. We will not retroactively charge interest or fees for non-payment from March 13, 2020 (the date collections activities were suspended) through the time when the suspension policy is lifted. These policies will remain in effect in alignment with the respective executive orders issued in MA, NY and RI, and we will evaluate their continued need in consultation with state regulators. 

National Grid has taken another step to reduce the coronavirus’ financial strain and economic uncertainty on upstate New York customers by deferring a bill increase that was scheduled to take effect April 1. The company has asked New York regulators for permission to postpone the previously approved gas and electricity delivery price increases in recognition of the unprecedented hardships the COVID-19 outbreak continues to bring to families across the region.

On March 24, 2020, National Grid requested a three-month delay in implementing the increases that were approved as part of a multi-party agreement to reset electricity and gas delivery prices. The agreement calls for an approximately 4 percent increase in electricity bills and a 5 percent increase in natural gas bills to support investments in infrastructure safety and integrity, and enhancements to energy efficiency and other customer-focused initiatives.

 The company also has asked for a required April 1 update to the low-income customer credit, which would reduce the currently available discount to qualifying upstate New York customers, to be delayed until July 1.

Unfortunately, scams related to the COVID-19 outbreak are on the rise, and you may be contacted by imposters claiming to be from National Grid. Scammers may try to:

  • Collect past-due balances – even if your account with us is up-to-date
  • Promise to save you money on your next bill, or
  • Threaten to disconnect your service

Please remember that National Grid never demands direct payment by prepaid debit card and never accepts payment through these cards. For more on avoiding utility scams, please see Scam Alert

Please call our customer service number, 1-800-642-4272,  and one of our call center representatives will assist you.

    To support customers affected by the health impacts, financial hardships and disruption caused by the COVID-19 pandemic, National Grid has committed $500,000 to provide immediate relief to families and individuals in need and bolster efforts by local organizations to assist communities across Massachusetts, New York and Rhode Island.

    Our funding commitment is targeted to help bolster efforts to meet the basic needs of our communities that have been impacted by COVID-19 across Massachusetts, New York, and Rhode Island. Current donations were made to community-based organizations and funds, additional allocation is still under review, based on need. The following represent some of the programs and funds that will be targeted:

    We have set aside a portion of the funds that will be dedicated directly to National Grid customers experiencing financial hardship. We are currently identifying how these funds will be distributed – either directly to customers or through our partners who administer assistance programs. We have made the commitment to our communities and we will communicate with our customers once that allocation decision has been made. If you wish to be contacted, please be sure we have your email address and contact information on your account for future communications.