{"id":"eversource","page":"https://escalate.alexgaoth.com/#/c/eversource","html":"https://escalate.alexgaoth.com/c/eversource/","generated":"2026-10-15","company":{"id":"eversource","name":"Eversource Energy","aliases":["Eversource","Connecticut Light and Power","CL&P","NSTAR","Public Service of New Hampshire","PSNH","Yankee Gas"],"sector":"utility","website":"https://www.eversource.com","notes":"Electric and gas utility in Connecticut, Massachusetts and New Hampshire. Regulators by state: Connecticut Public Utilities Regulatory Authority (PURA), Massachusetts Department of Public Utilities (DPU), New Hampshire Public Utilities Commission; Eversource's March 2024 NH bill insert sends unresolved NH billing disputes to the New Hampshire Department of Energy. eversource.com shows phone numbers only after a town is selected; the state numbers below come from Eversource's static maintenance page, state pages and bill inserts. Eversource warns customers about fake numbers online and says to use the number printed on the bill. Massachusetts has separate Eastern (800-592-2000) and Western (877-659-6326) lines. Connecticut protections below are from PURA.","channels":[{"id":"customer-service-phone-ct","type":"phone","label":"Connecticut electric service, outage or emergency","value":"+1-800-286-2000","purposes":["billing_error","bill_increase","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ct","type":"phone","label":"Connecticut gas leak or emergency (call 911 first)","value":"+1-877-944-5325","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/ct","last_verified":"2026-10-12"},{"id":"billing-help-electric-ct","type":"phone","label":"Connecticut payment help, electric","value":"+1-800-286-2828","purposes":["disconnection"],"source":"https://www.eversource.com/content/residential/account-billing/payment-assistance/ct","last_verified":"2026-10-12"},{"id":"billing-help-gas-ct","type":"phone","label":"Connecticut payment help, gas","value":"+1-800-438-2278","purposes":["disconnection"],"source":"https://www.eversource.com/content/residential/account-billing/payment-assistance/ct","last_verified":"2026-10-12"},{"id":"customer-service-phone-east-ma","type":"phone","label":"Eastern Massachusetts customer service, electric outage or emergency, and gas leak or emergency","value":"+1-800-592-2000","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"customer-service-phone-west-ma","type":"phone","label":"Western Massachusetts customer service, electric outage or emergency","value":"+1-877-659-6326","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma-former-columbia","type":"phone","label":"Massachusetts gas leak or emergency, former Columbia Gas territory (call 911 first)","value":"+1-800-525-8222","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/egma","last_verified":"2026-10-12"},{"id":"customer-service-phone-nh","type":"phone","label":"New Hampshire customer service and electric outage or emergency","value":"+1-800-662-7764","hours":"Customer service Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"complaint-mail-nh","type":"mail","label":"New Hampshire written inquiries","value":"Eversource, PO Box 330, Manchester, NH 03105-0330","purposes":["billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Contact Us (select your town to see phone numbers and emergency lines)","value":"https://www.eversource.com/residential/contact-us","purposes":["billing_error","bill_increase","disconnection","poor_service"],"access":"open","hours":"Phone Mon-Fri 8 a.m.-6 p.m. ET, English and Spanish","source":"https://www.eversource.com/residential/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage (phone number or sign-in)","value":"https://www.eversource.com/cg/customer/reportoutage","purposes":["service_outage"],"notes":"Outage map at https://outagemap.eversource.com/external/default.html. For a gas emergency, move to a safe place and call 911 first.","source":"https://www.eversource.com/residential/outages","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department (leave name and mailing or email address to receive a claim form)","value":"+1-844-685-4475","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Property damage claim","value":"https://www.eversource.com/residential/services/claims/property-damage-claims","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (select town for state programs)","value":"https://www.eversource.com/residential/account-billing/payment-assistance","purposes":["disconnection"],"access":"open","source":"https://www.eversource.com/residential/account-billing","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the state line: CT 800-286-2000, Eastern MA 800-592-2000, Western MA 877-659-6326, NH 800-662-7764 (or the number on the bill)."},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"New Hampshire: write to Eversource, PO Box 330, Manchester, NH 03105-0330. CT and MA complaint addresses were not confirmed; send a dated letter and keep call notes. Connecticut PURA asks customers to show they tried to resolve the issue with the utility first."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Connecticut: Public Utilities Regulatory Authority (PURA). Massachusetts: Department of Public Utilities (DPU). New Hampshire: Public Utilities Commission; Eversource's NH bill insert names the NH Department of Energy (1-800-852-3793) for unresolved billing disputes."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Attorney General of Connecticut, Massachusetts or New Hampshire, by the account's state."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Eversource first and keep records; in Connecticut, PURA takes the complaint only after you tried the utility.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call Eversource customer service for your state and dispute the bill. Get a reference number.","channel":"customer-service-phone-ct","note":"Use the line for the account's state or region."},{"do":"If not resolved, complain to the state regulator (PURA, DPU or NH PUC) with your records."}],"facts":[{"kind":"process","claim":"PURA requires Connecticut customers to show they tried to resolve the issue with the utility first before PURA handles a complaint.","issues":["billing_error"],"source":"https://portal.ct.gov/pura/consumer-services/frequently-asked-questions","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment plan and, in Connecticut, apply for financial hardship or medical protection for winter protection and the Matching Payment Program.","evidence":["shutoff notice","account balance","benefit letters (CEAP","SNAP","TANF)","physician's certification"],"steps":[{"do":"Call Eversource and ask for a payment plan; service continues while plan payments are on time.","channel":"payment-assistance"},{"do":"In Connecticut, apply for Financial Hardship designation (renew each October) and the Matching Payment Program.","channel":"payment-assistance"},{"do":"If someone has a serious or life-threatening illness, ask for Medical Protection with a physician's certification.","channel":"customer-service-phone-ct","note":"Use the line for the account's state or region."},{"do":"If Eversource does not help, contact the state regulator before the shutoff date."}],"facts":[{"kind":"policy","claim":"Eversource says service continues uninterrupted for the duration of a payment plan as long as monthly payments are made on time.","issues":["disconnection"],"source":"https://www.eversource.com/residential/account-billing/payment-assistance/payment-plans","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Connecticut law requires 13 days' written notice before a shutoff. Residential service cannot be shut off on a Friday, weekend, legal holiday, the day before a holiday, or within an hour of the office closing.","issues":["disconnection"],"source":"https://portal.ct.gov/PURA/Consumer-Services/Customer-Rights--Responsibilities","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Connecticut, financial hardship or medically protected customers cannot be terminated for non-payment during the winter moratorium, November 1 to May 1 (PURA FAQ states November 1 - April 30).","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Eversource Connecticut Financial Hardship designation applies to customers receiving CEAP, SNAP, TANF or unemployment benefits, or with income at or below 60% of State Median Income. Medical Protection needs a physician's certification renewed annually and protects service in winter and at all times for life-threatening cases.","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Connecticut, the Matching Payment Program matches payments and energy assistance to clear past-due balances for hardship customers and gives year-round shut-off protection while payments are made. It replaced New Start, which closed to new enrollment on October 31, 2024. A Flexible Payment Arrangement over 18 months is available to all customers.","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage online; Eversource does not reimburse damage from service interruptions caused by storms, equipment failure or other causes beyond its control.","evidence":["outage dates and times","photos","itemized repair bills or estimates"],"steps":[{"do":"Report the outage online with your phone number or account sign-in.","channel":"outage-report-online"},{"do":"For property damage you believe Eversource caused, call the Claims Department or use the property damage claim page. Keep damaged items until Eversource reviews them.","channel":"claims-phone"}],"facts":[{"kind":"policy","claim":"Eversource says it will not reimburse damage from service interruptions caused by sudden equipment failure, storms, falling trees, weather, animals, motor vehicle accidents or other causes beyond its control. Interruption claims are handled under the state tariff schedule.","issues":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"},{"kind":"process","claim":"The claims process takes approximately 30 days; complex reviews may take longer. A decision waits until Eversource receives itemized bills and estimates.","issues":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"In New Hampshire, a customer who believes a medical emergency exists or would result from disconnection may be protected from disconnection; call 1-800-662-7764. Unresolved billing disputes can go to the New Hampshire Department of Energy at 1-800-852-3793.","issues":["disconnection","billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"kind":"policy","claim":"When Eversource cannot read the meter it sends an estimated bill, and adjusts billing when an actual reading is obtained.","issues":["billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"}],"known_blockers":["eversource.com renders phone numbers and state programs only after a town is selected; automated fetches see placeholders. Confirm the number on the customer's bill.","Outage reporting online needs the account phone number or a sign-in.","Medical Protection needs a physician's certification."],"official_domains":["eversource.com"],"security":{"never_asks":[{"kind":"policy","claim":"Eversource will never call and demand immediate payment, ask for payment by gift card, prepaid debit card or Bitcoin, or threaten to shut off power or gas immediately.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers phone without prior notice and demand immediate payment to avoid a shut-off.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid the utility bill and ask for bank account or credit card information to send a refund.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pretending to be a reputable company send text messages that ask for personal information.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the meter is about to expire and ask for a deposit to install a new one. Meters do not expire.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People, sometimes claiming to be Eversource employees, offer to pay the customer's bill or provide another service for a fee.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"eversource","name":"Eversource Energy","sector":"utility","website":"https://www.eversource.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with Eversource first and keep records; in Connecticut, PURA takes the complaint only after you tried the utility.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call Eversource customer service for your state and dispute the bill. Get a reference number.","note":"Use the line for the account's state or region.","channel":{"id":"customer-service-phone-ct","type":"phone","label":"Connecticut electric service, outage or emergency","value":"+1-800-286-2000","purposes":["billing_error","bill_increase","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"}},{"do":"If not resolved, complain to the state regulator (PURA, DPU or NH PUC) with your records."}],"channels":[{"id":"customer-service-phone-ct","type":"phone","label":"Connecticut electric service, outage or emergency","value":"+1-800-286-2000","purposes":["billing_error","bill_increase","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ct","type":"phone","label":"Connecticut gas leak or emergency (call 911 first)","value":"+1-877-944-5325","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/ct","last_verified":"2026-10-12"},{"id":"customer-service-phone-east-ma","type":"phone","label":"Eastern Massachusetts customer service, electric outage or emergency, and gas leak or emergency","value":"+1-800-592-2000","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"customer-service-phone-west-ma","type":"phone","label":"Western Massachusetts customer service, electric outage or emergency","value":"+1-877-659-6326","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma-former-columbia","type":"phone","label":"Massachusetts gas leak or emergency, former Columbia Gas territory (call 911 first)","value":"+1-800-525-8222","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/egma","last_verified":"2026-10-12"},{"id":"customer-service-phone-nh","type":"phone","label":"New Hampshire customer service and electric outage or emergency","value":"+1-800-662-7764","hours":"Customer service Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"complaint-mail-nh","type":"mail","label":"New Hampshire written inquiries","value":"Eversource, PO Box 330, Manchester, NH 03105-0330","purposes":["billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Contact Us (select your town to see phone numbers and emergency lines)","value":"https://www.eversource.com/residential/contact-us","purposes":["billing_error","bill_increase","disconnection","poor_service"],"access":"open","hours":"Phone Mon-Fri 8 a.m.-6 p.m. ET, English and Spanish","source":"https://www.eversource.com/residential/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"PURA requires Connecticut customers to show they tried to resolve the issue with the utility first before PURA handles a complaint.","issues":["billing_error"],"source":"https://portal.ct.gov/pura/consumer-services/frequently-asked-questions","last_verified":"2026-10-12"},{"kind":"policy","claim":"In New Hampshire, a customer who believes a medical emergency exists or would result from disconnection may be protected from disconnection; call 1-800-662-7764. Unresolved billing disputes can go to the New Hampshire Department of Energy at 1-800-852-3793.","issues":["disconnection","billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"kind":"policy","claim":"When Eversource cannot read the meter it sends an estimated bill, and adjusts billing when an actual reading is obtained.","issues":["billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the state line: CT 800-286-2000, Eastern MA 800-592-2000, Western MA 877-659-6326, NH 800-662-7764 (or the number on the bill).","candidate_channels":["customer-service-phone-ct","billing-help-electric-ct","billing-help-gas-ct","customer-service-phone-east-ma","customer-service-phone-west-ma","customer-service-phone-nh"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"New Hampshire: write to Eversource, PO Box 330, Manchester, NH 03105-0330. CT and MA complaint addresses were not confirmed; send a dated letter and keep call notes. Connecticut PURA asks customers to show they tried to resolve the issue with the utility first.","candidate_channels":["gas-emergency-phone-ma-former-columbia","claims-phone"]},{"index":3,"rung":"state_agency","note":"Connecticut: Public Utilities Regulatory Authority (PURA). Massachusetts: Department of Public Utilities (DPU). New Hampshire: Public Utilities Commission; Eversource's NH bill insert names the NH Department of Energy (1-800-852-3793) for unresolved billing disputes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Attorney General of Connecticut, Massachusetts or New Hampshire, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["eversource.com renders phone numbers and state programs only after a town is selected; automated fetches see placeholders. Confirm the number on the customer's bill.","Outage reporting online needs the account phone number or a sign-in.","Medical Protection needs a physician's certification."],"security":{"official_domains":["eversource.com"],"never_asks":[{"kind":"policy","claim":"Eversource will never call and demand immediate payment, ask for payment by gift card, prepaid debit card or Bitcoin, or threaten to shut off power or gas immediately.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers phone without prior notice and demand immediate payment to avoid a shut-off.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid the utility bill and ask for bank account or credit card information to send a refund.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pretending to be a reputable company send text messages that ask for personal information.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the meter is about to expire and ask for a deposit to install a new one. Meters do not expire.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People, sometimes claiming to be Eversource employees, offer to pay the customer's bill or provide another service for a fee.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility in Connecticut, Massachusetts and New Hampshire. Regulators by state: Connecticut Public Utilities Regulatory Authority (PURA), Massachusetts Department of Public Utilities (DPU), New Hampshire Public Utilities Commission; Eversource's March 2024 NH bill insert sends unresolved NH billing disputes to the New Hampshire Department of Energy. eversource.com shows phone numbers only after a town is selected; the state numbers below come from Eversource's static maintenance page, state pages and bill inserts. Eversource warns customers about fake numbers online and says to use the number printed on the bill. Massachusetts has separate Eastern (800-592-2000) and Western (877-659-6326) lines. Connecticut protections below are from PURA.","warnings":[]},"disconnection":{"company":{"id":"eversource","name":"Eversource Energy","sector":"utility","website":"https://www.eversource.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for a payment plan and, in Connecticut, apply for financial hardship or medical protection for winter protection and the Matching Payment Program.","evidence":["shutoff notice","account balance","benefit letters (CEAP","SNAP","TANF)","physician's certification"],"steps":[{"do":"Call Eversource and ask for a payment plan; service continues while plan payments are on time.","channel":{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (select town for state programs)","value":"https://www.eversource.com/residential/account-billing/payment-assistance","purposes":["disconnection"],"access":"open","source":"https://www.eversource.com/residential/account-billing","last_verified":"2026-10-12"}},{"do":"In Connecticut, apply for Financial Hardship designation (renew each October) and the Matching Payment Program.","channel":{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (select town for state programs)","value":"https://www.eversource.com/residential/account-billing/payment-assistance","purposes":["disconnection"],"access":"open","source":"https://www.eversource.com/residential/account-billing","last_verified":"2026-10-12"}},{"do":"If someone has a serious or life-threatening illness, ask for Medical Protection with a physician's certification.","note":"Use the line for the account's state or region.","channel":{"id":"customer-service-phone-ct","type":"phone","label":"Connecticut electric service, outage or emergency","value":"+1-800-286-2000","purposes":["billing_error","bill_increase","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"}},{"do":"If Eversource does not help, contact the state regulator before the shutoff date."}],"channels":[{"id":"gas-emergency-phone-ct","type":"phone","label":"Connecticut gas leak or emergency (call 911 first)","value":"+1-877-944-5325","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/ct","last_verified":"2026-10-12"},{"id":"billing-help-electric-ct","type":"phone","label":"Connecticut payment help, electric","value":"+1-800-286-2828","purposes":["disconnection"],"source":"https://www.eversource.com/content/residential/account-billing/payment-assistance/ct","last_verified":"2026-10-12"},{"id":"billing-help-gas-ct","type":"phone","label":"Connecticut payment help, gas","value":"+1-800-438-2278","purposes":["disconnection"],"source":"https://www.eversource.com/content/residential/account-billing/payment-assistance/ct","last_verified":"2026-10-12"},{"id":"customer-service-phone-east-ma","type":"phone","label":"Eastern Massachusetts customer service, electric outage or emergency, and gas leak or emergency","value":"+1-800-592-2000","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"customer-service-phone-west-ma","type":"phone","label":"Western Massachusetts customer service, electric outage or emergency","value":"+1-877-659-6326","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma-former-columbia","type":"phone","label":"Massachusetts gas leak or emergency, former Columbia Gas territory (call 911 first)","value":"+1-800-525-8222","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/egma","last_verified":"2026-10-12"},{"id":"customer-service-phone-nh","type":"phone","label":"New Hampshire customer service and electric outage or emergency","value":"+1-800-662-7764","hours":"Customer service Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Contact Us (select your town to see phone numbers and emergency lines)","value":"https://www.eversource.com/residential/contact-us","purposes":["billing_error","bill_increase","disconnection","poor_service"],"access":"open","hours":"Phone Mon-Fri 8 a.m.-6 p.m. ET, English and Spanish","source":"https://www.eversource.com/residential/contact-us","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (select town for state programs)","value":"https://www.eversource.com/residential/account-billing/payment-assistance","purposes":["disconnection"],"access":"open","source":"https://www.eversource.com/residential/account-billing","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Eversource says service continues uninterrupted for the duration of a payment plan as long as monthly payments are made on time.","issues":["disconnection"],"source":"https://www.eversource.com/residential/account-billing/payment-assistance/payment-plans","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Connecticut law requires 13 days' written notice before a shutoff. Residential service cannot be shut off on a Friday, weekend, legal holiday, the day before a holiday, or within an hour of the office closing.","issues":["disconnection"],"source":"https://portal.ct.gov/PURA/Consumer-Services/Customer-Rights--Responsibilities","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Connecticut, financial hardship or medically protected customers cannot be terminated for non-payment during the winter moratorium, November 1 to May 1 (PURA FAQ states November 1 - April 30).","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Eversource Connecticut Financial Hardship designation applies to customers receiving CEAP, SNAP, TANF or unemployment benefits, or with income at or below 60% of State Median Income. Medical Protection needs a physician's certification renewed annually and protects service in winter and at all times for life-threatening cases.","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Connecticut, the Matching Payment Program matches payments and energy assistance to clear past-due balances for hardship customers and gives year-round shut-off protection while payments are made. It replaced New Start, which closed to new enrollment on October 31, 2024. A Flexible Payment Arrangement over 18 months is available to all customers.","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"In New Hampshire, a customer who believes a medical emergency exists or would result from disconnection may be protected from disconnection; call 1-800-662-7764. Unresolved billing disputes can go to the New Hampshire Department of Energy at 1-800-852-3793.","issues":["disconnection","billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the state line: CT 800-286-2000, Eastern MA 800-592-2000, Western MA 877-659-6326, NH 800-662-7764 (or the number on the bill).","candidate_channels":["customer-service-phone-ct","billing-help-electric-ct","billing-help-gas-ct","customer-service-phone-east-ma","customer-service-phone-west-ma","customer-service-phone-nh"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"New Hampshire: write to Eversource, PO Box 330, Manchester, NH 03105-0330. CT and MA complaint addresses were not confirmed; send a dated letter and keep call notes. Connecticut PURA asks customers to show they tried to resolve the issue with the utility first.","candidate_channels":["gas-emergency-phone-ma-former-columbia","claims-phone"]},{"index":3,"rung":"state_agency","note":"Connecticut: Public Utilities Regulatory Authority (PURA). Massachusetts: Department of Public Utilities (DPU). New Hampshire: Public Utilities Commission; Eversource's NH bill insert names the NH Department of Energy (1-800-852-3793) for unresolved billing disputes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Attorney General of Connecticut, Massachusetts or New Hampshire, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["eversource.com renders phone numbers and state programs only after a town is selected; automated fetches see placeholders. Confirm the number on the customer's bill.","Outage reporting online needs the account phone number or a sign-in.","Medical Protection needs a physician's certification."],"security":{"official_domains":["eversource.com"],"never_asks":[{"kind":"policy","claim":"Eversource will never call and demand immediate payment, ask for payment by gift card, prepaid debit card or Bitcoin, or threaten to shut off power or gas immediately.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers phone without prior notice and demand immediate payment to avoid a shut-off.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid the utility bill and ask for bank account or credit card information to send a refund.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pretending to be a reputable company send text messages that ask for personal information.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the meter is about to expire and ask for a deposit to install a new one. Meters do not expire.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People, sometimes claiming to be Eversource employees, offer to pay the customer's bill or provide another service for a fee.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility in Connecticut, Massachusetts and New Hampshire. Regulators by state: Connecticut Public Utilities Regulatory Authority (PURA), Massachusetts Department of Public Utilities (DPU), New Hampshire Public Utilities Commission; Eversource's March 2024 NH bill insert sends unresolved NH billing disputes to the New Hampshire Department of Energy. eversource.com shows phone numbers only after a town is selected; the state numbers below come from Eversource's static maintenance page, state pages and bill inserts. Eversource warns customers about fake numbers online and says to use the number printed on the bill. Massachusetts has separate Eastern (800-592-2000) and Western (877-659-6326) lines. Connecticut protections below are from PURA.","warnings":[]},"service_outage":{"company":{"id":"eversource","name":"Eversource Energy","sector":"utility","website":"https://www.eversource.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage online; Eversource does not reimburse damage from service interruptions caused by storms, equipment failure or other causes beyond its control.","evidence":["outage dates and times","photos","itemized repair bills or estimates"],"steps":[{"do":"Report the outage online with your phone number or account sign-in.","channel":{"id":"outage-report-online","type":"web_form","label":"Report a power outage (phone number or sign-in)","value":"https://www.eversource.com/cg/customer/reportoutage","purposes":["service_outage"],"notes":"Outage map at https://outagemap.eversource.com/external/default.html. For a gas emergency, move to a safe place and call 911 first.","source":"https://www.eversource.com/residential/outages","last_verified":"2026-10-12"}},{"do":"For property damage you believe Eversource caused, call the Claims Department or use the property damage claim page. Keep damaged items until Eversource reviews them.","channel":{"id":"claims-phone","type":"phone","label":"Claims Department (leave name and mailing or email address to receive a claim form)","value":"+1-844-685-4475","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone-ct","type":"phone","label":"Connecticut electric service, outage or emergency","value":"+1-800-286-2000","purposes":["billing_error","bill_increase","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ct","type":"phone","label":"Connecticut gas leak or emergency (call 911 first)","value":"+1-877-944-5325","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/ct","last_verified":"2026-10-12"},{"id":"customer-service-phone-east-ma","type":"phone","label":"Eastern Massachusetts customer service, electric outage or emergency, and gas leak or emergency","value":"+1-800-592-2000","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"customer-service-phone-west-ma","type":"phone","label":"Western Massachusetts customer service, electric outage or emergency","value":"+1-877-659-6326","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma-former-columbia","type":"phone","label":"Massachusetts gas leak or emergency, former Columbia Gas territory (call 911 first)","value":"+1-800-525-8222","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/egma","last_verified":"2026-10-12"},{"id":"customer-service-phone-nh","type":"phone","label":"New Hampshire customer service and electric outage or emergency","value":"+1-800-662-7764","hours":"Customer service Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage (phone number or sign-in)","value":"https://www.eversource.com/cg/customer/reportoutage","purposes":["service_outage"],"notes":"Outage map at https://outagemap.eversource.com/external/default.html. For a gas emergency, move to a safe place and call 911 first.","source":"https://www.eversource.com/residential/outages","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department (leave name and mailing or email address to receive a claim form)","value":"+1-844-685-4475","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Property damage claim","value":"https://www.eversource.com/residential/services/claims/property-damage-claims","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Eversource says it will not reimburse damage from service interruptions caused by sudden equipment failure, storms, falling trees, weather, animals, motor vehicle accidents or other causes beyond its control. Interruption claims are handled under the state tariff schedule.","issues":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"},{"kind":"process","claim":"The claims process takes approximately 30 days; complex reviews may take longer. A decision waits until Eversource receives itemized bills and estimates.","issues":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the state line: CT 800-286-2000, Eastern MA 800-592-2000, Western MA 877-659-6326, NH 800-662-7764 (or the number on the bill).","candidate_channels":["customer-service-phone-ct","billing-help-electric-ct","billing-help-gas-ct","customer-service-phone-east-ma","customer-service-phone-west-ma","customer-service-phone-nh"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"New Hampshire: write to Eversource, PO Box 330, Manchester, NH 03105-0330. CT and MA complaint addresses were not confirmed; send a dated letter and keep call notes. Connecticut PURA asks customers to show they tried to resolve the issue with the utility first.","candidate_channels":["gas-emergency-phone-ma-former-columbia","claims-phone"]},{"index":3,"rung":"state_agency","note":"Connecticut: Public Utilities Regulatory Authority (PURA). Massachusetts: Department of Public Utilities (DPU). New Hampshire: Public Utilities Commission; Eversource's NH bill insert names the NH Department of Energy (1-800-852-3793) for unresolved billing disputes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Attorney General of Connecticut, Massachusetts or New Hampshire, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["eversource.com renders phone numbers and state programs only after a town is selected; automated fetches see placeholders. Confirm the number on the customer's bill.","Outage reporting online needs the account phone number or a sign-in.","Medical Protection needs a physician's certification."],"security":{"official_domains":["eversource.com"],"never_asks":[{"kind":"policy","claim":"Eversource will never call and demand immediate payment, ask for payment by gift card, prepaid debit card or Bitcoin, or threaten to shut off power or gas immediately.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers phone without prior notice and demand immediate payment to avoid a shut-off.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid the utility bill and ask for bank account or credit card information to send a refund.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pretending to be a reputable company send text messages that ask for personal information.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the meter is about to expire and ask for a deposit to install a new one. Meters do not expire.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People, sometimes claiming to be Eversource employees, offer to pay the customer's bill or provide another service for a fee.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility in Connecticut, Massachusetts and New Hampshire. Regulators by state: Connecticut Public Utilities Regulatory Authority (PURA), Massachusetts Department of Public Utilities (DPU), New Hampshire Public Utilities Commission; Eversource's March 2024 NH bill insert sends unresolved NH billing disputes to the New Hampshire Department of Energy. eversource.com shows phone numbers only after a town is selected; the state numbers below come from Eversource's static maintenance page, state pages and bill inserts. Eversource warns customers about fake numbers online and says to use the number printed on the bill. Massachusetts has separate Eastern (800-592-2000) and Western (877-659-6326) lines. Connecticut protections below are from PURA.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Call the state line: CT 800-286-2000, Eastern MA 800-592-2000, Western MA 877-659-6326, NH 800-662-7764 (or the number on the bill).","candidate_channels":["customer-service-phone-ct","billing-help-electric-ct","billing-help-gas-ct","customer-service-phone-east-ma","customer-service-phone-west-ma","customer-service-phone-nh"]},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"New Hampshire: write to Eversource, PO Box 330, Manchester, NH 03105-0330. CT and MA complaint addresses were not confirmed; send a dated letter and keep call notes. Connecticut PURA asks customers to show they tried to resolve the issue with the utility first.","candidate_channels":["gas-emergency-phone-ma-former-columbia","claims-phone"]},{"index":3,"rung":"state_agency","note":"Connecticut: Public Utilities Regulatory Authority (PURA). Massachusetts: Department of Public Utilities (DPU). New Hampshire: Public Utilities Commission; Eversource's NH bill insert names the NH Department of Energy (1-800-852-3793) for unresolved billing disputes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Attorney General of Connecticut, Massachusetts or New Hampshire, by the account's state.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["eversource.com"],"never_asks":[{"kind":"policy","claim":"Eversource will never call and demand immediate payment, ask for payment by gift card, prepaid debit card or Bitcoin, or threaten to shut off power or gas immediately.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers phone without prior notice and demand immediate payment to avoid a shut-off.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid the utility bill and ask for bank account or credit card information to send a refund.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pretending to be a reputable company send text messages that ask for personal information.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the meter is about to expire and ask for a deposit to install a new one. Meters do not expire.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People, sometimes claiming to be Eversource employees, offer to pay the customer's bill or provide another service for a fee.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}