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National Grid Customer Service in Upstate New York

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National Grid is the electricity and gas delivery utility company providing service to customers in upstate New York. It is the largest natural gas distributor in the Northeast, and provides service to nearly 7 million customers in New York, Massachusetts and Rhode Island. Here you can find out everything you need to know about National Grid in upstate New York.

Moving to Upstate New York? Call us at 347-410-8789 to activate your National Grid service and supply with an ESCO in minutes!

Services National Grid Provides in Upstate New York

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National Grid is the electric and gas delivery utility company in upstate New York

National Grid provides the following services in upstate New York:

National Grid Upstate New York Phone Numbers

Power Outages

To report a power outage in National Grid's service area in upstate New York is 1-800-867-5222. This line is automated and available 24/7. You can also report power outages online on National Grid's website, or by Tweeting them @nationalgridus.

Gas Emergencies

If you smell gas or experience/witness a dangerous situation involving natural gas, don't send an email but rather call National Grid at 1-800-892-2345 to report a gas emergency in upstate New York. Make sure that you get to a safe place first before making the call.

Customer Service

Customers in upstate New York wishing to reach National Grid's customer service center should call 1-800-642-4272.

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National Grid Customer Service in Upstate New York

Call National Grid for questions about your bill, payment, starting service, moving, and more. The phone number to reach National Grid's customer service department is 1-800-642-4272. National Grid's customer service hours are from 7:00 a.m. to 7:00 p.m., Monday through Friday. Please note that the customer service center is closed on weekends and holidays. Hearing/speech-impaired customers can dial 1-800-642-4272 ext. 711 for customer service.

Need Customer Service Out of Regular Office Hours?You can reach an automated customer service line at 1-888-932-0301

Customer Service Reviews

National Grid has received a fair number of negative reviews on consumer advocacy websites such as the Better Business Bureau, consumeraffairs.com and consumerscoreboard.com. However, this isn't particularly surprising, given the large number of customers National Grid serves (3.3 million customers in Massachusetts, New York and Rhode Island, of which 1.6 million are electric customers in upstate New York), and that most people tend to leave comments about service only when they have a problem (and are unlikely to bother commenting online if they are happy with their service).

Customer Service Locations

National Grid has several customer service locations in Long Island & the Rockaways, but if you need to talk to somebody from National Grid about your bill, payment, or another customer-service related issue, you can also call them at 1-800-642-4272, or to send a message online through your National Grid online account.

National Grid's mailing address is National Grid, 300 Erie Boulevard West, in Syracuse, NY 13202-4250. You can direct general correspondence, along with requests for Time of Use service, to this address. This is not the address for bill payment.

National Grid Addresses in Upstate New York

National Grid has a number of offices throughout upstate New York. Here you can find a list of their various addresses:

Buffalo New York

National Grid's corporate campus is located in Buffalo New York, at 144 Kensington Ave, Buffalo, NY 14214. The phone number for this location is 716-832-2400.

Syracuse New York

This location takes general corresponence by mail. It is located at 300 Erie Boulevard West, Syracuse, NY 13202-4250

Bill Payment

As mentioned previously, National Grid doesn't have any physical customer service locations that you can use to pay your bill in person. You can pay your bill online through your National Grid account, or you can pay your bill over the phone by calling National Grid's automated service number, at 1-888-932-0301. You can also pay by credit card using the secure third party service SpeedyPay by Western Union, which is available at 1-888-849-4310.

However, National Grid does have a list of authorized payment locations throughout upstate New York if you would like to pay your National Grid in person. Authorized payment agencies are small businesses, such as corner stores, newsstands, pharmacies, or drug stores, that are authorized to accept payment for National Grid bills. Authorized payment locations may accept different forms of payment (such as any combination of cash, check, money order, credit card, debit card, or through your bank account), and charge different service fees for processing your payment.

Keep in mind that that National Grid offers the following advice to customers: "Using unauthorized agencies does not guarantee that we will receive your payment in a timely manner—or even at all". This does not necessarily mean that using an authorized payment service is a unsecure or unlikely to reach National Grid; however, if there ever was a problem with your payment, National Grid would not be able to do anything about it.

In order to ensure that your payment is credited to your National Grid account in a timely manner, it is a good idea to follow these tips:

  • Check National Grid's website to find the authorized payment agency closest to you
  • Call the payment agent ahead of time in order to confirm that they still accept payment for National Grid, what types of payment they accept, whether they have any dollar limits, and their hours of operation
  • Make sure to bring your bill with you in order to ensure that your payment is properly credited to your account

You can also pay your bill by mailing a check or money order to P.O. Box 11742 Newark, NJ 07101-4742.

Find out more about different payment options in our guide to paying your National Grid bill.

Payment Assistance

Call 1-800-443-1837 if you are having trouble paying your bill and need to make a special payment arrangement. The office hours for payment assistance are Monday through Friday from 8:00am to 8:00pm, and Saturdays from 8:00am to 1:00pm.

Collections

If your service has been shut off, or if you have received a final notice warning you of an impending disconnection/termination of your service, call Credit and Collections at 1-800-443-1837. Their business hours of operation are Monday through Friday from 7:00am to 9:00pm, and Saturday from 7:00am to 5:00pm. If you need to make a quick payment by credit card, call Western Union SpeedyPay at 1-888-849-4310 (a flat $2.25 service fee will apply).

Installing New Electricity or Natural Gas Service

If you would like to would like to learn more about converting to natural gas for your home, call 1-877-696-4743 for more information and to get started. Requests for new electric service installation or upgrades will likely have to be done through a registered contractor.

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