Help With Your Bill
We strive to provide you with reliable and essential energy delivery
Our work doesn’t stop there. We also have many services designed to meet the variety of needs for you and your family.
Life Support Users
We want to know you are safe. We offer special, personalized benefits and services for customers with life-sustaining equipment.
Notification of planned outages - before any planned outage, we will specifically tag your meter and code your account. This allows us to notify you before any planned electrical outage so you can make alternate arrangements.
For unplanned electrical outages such as during a storm, we will make every effort to restore service to you as soon as possible. We recommend that you have plans for providing your own backup or relocate in emergency situations. We’ll also keep you updated on power restoration efforts if the duration of an outage extends beyond 24 hours.
Critical Contact - our enhanced texting service provides you with a convenient and easy way to communicate with us during a storm. This opportunity allows us to text you in preparation for a storm and to make sure you are safe. Please ensure we have your mobile phone number on file so we can reach you. Please provide us your mobile phone number by calling 866.717.2307 Monday through Friday, 7 a.m. to 4:30 p.m., or email us at Criticalcontact@nyseg.com.
To stay informed on storm status, restoration times and to report an outage by text, we also encourage you to sign up for Outage Alerts.
Assistance with bills during financial hardships - if you or a member of your household relies on life sustaining equipment, please let us know. If you need electrical service to operate life support equipment, we require the following:
- Documentation showing that you are not financially able to pay your bill (we will then request a medical certificate from your physician).
- Notification every three months that you are unable to pay and your continuing need to operate life-sustaining equipment.
Home Energy Assistance Program (HEAP)
Regular HEAP is currently open
HEAP is a federal grant program that helps eligible households pay for energy costs and weatherization. Income eligible customers may receive one regular HEAP benefit per season. Contact your county's department of social services for more information.
Emergency HEAP is currently open
In addition to regular HEAP, you may also be eligible for emergency HEAP benefits. The number of emergency benefits varies per season depending on the availability of funds.
Funding is limited
HEAP funding is limited so it is important to apply early. If you receive any type of Social Security benefit or if you are 60 years of age or older, call your local Office for the Aging and an application may be mailed to you.
Please note: HEAP and Emergency HEAP have been extended to remain open until August 31, or when funds are exhausted, whichever comes first.
A third Emergency Benefit was made available effective April 24 for households who have exhausted the Regular, first Emergency and second Emergency HEAP benefits, who are in a heat or heat-related energy emergency as defined by HEAP, and who meet the eligibility guidelines for Emergency benefit assistance. The second Emergency benefit was made available effective February 18, 2020.
Energy Assistance Program (EAP)
EAP is designed to help eligible customers gain control of their energy bills. The program has two levels of assistance, bill credits and arrears forgiveness.
EAP bill credits are available automatically to any customer who receives a HEAP benefit. No application is needed. A limited number of EAP participants will be able to apply for our EAP arrears forgiveness program. EAP bill credits will continue each year as long as a HEAP benefit is applied to your account.
Project SHARE Heating Fund
Our Project SHARE Heating Fund is designed to help income-eligible customers with energy emergencies. Active duty military personnel and well-discharged veterans with an active disconnect notice may qualify regardless of income.
To receive a Project SHARE Heating Fund grant, you must have an active account with us, have active disconnect notice, meet the current HEAP income guideline and exhausted all other assistance.
Third Party Notification
Our Friendly Reminder Third Party Notification service offers you extra peace of mind. A friend, agency or organization you designate will receive a copy of any important notices we may send to you. Interested? Print, complete and send us this Third Party Notification Service form.
Hearing and Speech Impairment Assistance
If you use a telephone (TTY) device in your home, just dial 711 and ask the New York Relay Service operator to contact us at 800.572.1111 .
For customers who prefer to speak a language other than English, we offer interpreter services when you call.
One Less Worry
With one call you can place your bill on hold for 30 days should you or a household member be hospitalized.
Sight Saver Billing
Your bill and our EnergyLines newsletter are available in large print at no charge.
We are here to help our customers with medical and financial needs through our customer advocate service. If you are having trouble paying your bills or have a medical need that depends on electricity, please contact us.
Do you know about 2-1-1 New York?
2-1-1 New York can connect you to services 24 hours a day, 365 days a year, including holidays. Agents can link you to information and services you need. The call is free and confidential.
Learn more about 2-1-1 New York, including if this service is available in your area, by visiting their website.
We are here to help
The last thing we want to do is shut off your electricity and natural gas service for nonpayment. If you are having difficulty paying your bill, please call us at 888.315.1755 (Monday through Friday, 7 a.m. to 7 p.m., excluding holidays). The sooner you call, the sooner we can work together on a solution. Here are a few of the services we have to assist you.
- Energy Assistance Program
- Project SHARE Heating Fund
- Billing Options (online billing, credit card, electronic funds transfer, etc.)
- Budget Billing