National Grid (US): disconnection notice
Enroll in a payment plan, apply for discount and assistance programs, and file for special protections; terms differ between New York and Massachusetts.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 48 sources are the organization's own pages or government sites.
Collect
- shutoff notice
- account balance
- medical letter
- proof of age or infant birth certificate
- financial statement
Steps
Enroll in a payment plan in My Account, or call the credit line for the region.
If someone is seriously ill, uses life-support equipment, or the household is elderly or has an infant (MA), apply for special protections.
Massachusetts customers use the MA protections channel.
EmailNew York special protections (medical emergency, life support, elderly/blind/disabled) Life.Support@nationalgrid.comIn Upstate New York, ask a Consumer Advocate about EAP, HEAP and other assistance.
In Massachusetts, if you are on the Discount Rate with $200 or more at least 60 days past due, enroll in the Arrears Management Program.
If you cannot reach an agreement, contact the NY DPS shut-off hotline or the Massachusetts DPU before the shutoff date.
More contacts for this issue
Facts you can cite
- Policy
Upstate New York Standard Payment Agreement is a 15% down payment with the balance in 10 monthly installments plus the current bill. A Minimum Payment Agreement can be as little as $0 down and $10 a month for EAP customers or recent HEAP/EHEAP recipients.
Source: nationalgridus.com, verified 2026-10-12
- Policy
Massachusetts Regular Rate Deferred Payment Agreement is a 25% down payment with the balance in up to 6 monthly installments plus the current bill. The Payment Assistance Bundle is a 10% down payment over 12 months with automatic payments and a Budget Plan.
Source: nationalgridus.com, verified 2026-10-12
- Deadline
In New York under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement. Shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, excluding holidays, the day before a holiday, and the two weeks around Christmas and New Year's Day.
Source: dps.ny.gov, verified 2026-10-12
- Policy
In New York, a medical emergency certification gives 30 days of protection from termination, which may be extended for 30 or 60 days; renewal requires showing inability to pay. Elderly, blind or disabled customers get a contact attempt at least 72 hours before shutoff.
Source: nationalgridus.com, verified 2026-10-12
- Policy
In Massachusetts, Serious Illness grants 90 days and Chronic Illness 180 days of protection, with documentation from a physician, physician assistant, nurse practitioner or local board of health. Financial Hardship protection applies from November 15 to March 15 when National Grid service provides heat.
Source: nationalgridus.com, verified 2026-10-12
- Policy
In Massachusetts, a household qualifies for Elderly Protection if all members are 65 or older; Infant protection applies when a child under 12 months lives in the household and the household has financial hardship.
Source: nationalgridus.com, verified 2026-10-12
- Compensation
The Massachusetts Arrears Management Program forgives part of the past-due balance with each on-time payment, up to 100% (up to $12,000 per year), for Discount Rate (R2 or R4) customers with $200 or more at least 60 days past due.
Source: nationalgridus.com, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
PhoneDisconnected accounts, repayment options and financial statement help, Upstate New York +1-800-443-1837Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).
Supervisor
Ask the representative for a supervisor. Write down the name and reference number.
Written complaint
FormCustomer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)National Grid does not publish a complaint address or email. Use the account web form in My Account or send a dated letter; keep call notes with reference numbers.
State agency
Your state’s utility commission. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).New York Attorney General or Massachusetts Attorney General, by the account's state.
Watch out
- Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.
- The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.
- Special protections need documentation from a medical professional or proof of age.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
National Grid (US) says it will disconnect my service on [date]. Use Escalate Anything to stop it.Source code, other install options and the Claude Code plugin