Quick Answer
National Grid serves 3.4 million electric customers in Massachusetts and New York. The main customer service number is 1-800-322-3223 for Massachusetts. Here is every department number, the best times to call, and how to skip the phone tree.
National Grid Customer Service Phone Numbers
Massachusetts Electric: 1-800-322-3223
Nantucket Electric: 1-800-322-3223 (same line)
New York Electric: 1-800-642-4272
New York Gas: 1-718-643-4050 (downstate) or 1-800-642-4272 (upstate)
Customer service hours: Monday through Friday, 7 AM to 7 PM ET. Automated systems available 24/7 for balance checks and payment.
Before you call, have your account number (found on the top right of your bill) and the address on your account ready. The automated system asks for one of these first. Having them ready saves 2-3 minutes of hold time.
How to Report a Power Outage
Outage line: 1-800-322-3223 (Massachusetts) or 1-800-642-4272 (New York)
The fastest way to report an outage is through the National Grid outage map online or the National Grid mobile app. Text OUT to 64743 if you have previously enrolled in text alerts.
Emergency — downed power line: Call 911 first, then National Grid. Stay at least 30 feet away from any downed wire. Assume every downed line is live.
National Grid's outage map shows real-time restoration estimates by area. During major storms, estimated restoration times update every 30 minutes. Bookmark the outage page before storm season—you will need it when the power goes out and you are on mobile data.
Billing Questions and Payment Options
Billing inquiries: 1-800-322-3223 — Press 2 for billing when prompted.
National Grid accepts payments through multiple channels:
Online: nationalgridus.com — free, instant posting
AutoPay: Set up through your online account for automatic monthly payments
Phone: Call the main number and use the automated payment system (free)
Mail: Send check to the address on your bill stub
In person: Authorized payment agents listed on nationalgridus.com
Disputing a charge? Call billing and ask for a supervisor review. If unresolved, file a complaint with the Massachusetts Department of Public Utilities at 877-886-5066.
Starting, Stopping, or Transferring Service
New service: 1-800-322-3223 — Press option for new accounts.
Allow 3-5 business days for new service activation. If moving within National Grid territory, you can transfer your account online at nationalgridus.com without calling.
For new construction requiring a meter installation, call 1-800-322-3223 and ask for the new business department. Meter installations typically take 2-4 weeks and may require an electrical inspection by your municipality.
Closing your account: Call at least 3 days before your move-out date. You will receive a final bill for usage through the disconnection date. If you have a deposit on file, it will be applied to your final bill or refunded within 30 days.
Best Times to Call National Grid
Hold times vary dramatically depending on when you call.
Best times: Tuesday through Thursday, 10 AM to 12 PM or 2 PM to 4 PM. Average wait: 5-10 minutes.
Worst times: Monday mornings (everyone calls after the weekend), Friday afternoons, and the first 3 business days after bills go out. Average wait: 20-45 minutes.
After storms: Expect 30-60+ minute hold times. Use the outage map or text reporting instead.
The automated phone system handles balance checks, payments, and outage reports without a live agent. For billing disputes or complex account changes, you will need a representative.
Pro tip: Call at 7:01 AM when lines open. You will likely be first in queue.
Other Ways to Contact National Grid
Online account: nationalgridus.com — manage billing, view usage, report outages, start/stop service
Mobile app: Available on iOS and Android. Same features as the website plus push notifications for outage updates.
Social media: @nationalgridus on Twitter/X for outage updates. Direct messages for account inquiries (do not post account numbers publicly).
Mail: National Grid, 40 Sylvan Road, Waltham, MA 02451
In person: National Grid has limited walk-in locations. Check nationalgridus.com for current office hours.
For complaints unresolved by National Grid, contact the Massachusetts DPU at 877-886-5066 or file online at mass.gov/dpu.
Frequently Asked Questions
What is the fastest way to report an outage to National Grid?
Does National Grid have 24/7 customer service?
How do I switch electricity suppliers with National Grid?
Looking for more? Explore all our Massachusetts Energy guides for more helpful resources.
About the author
Consumer Advocate
Enri knows the regulations, the fine print, and the tricks some suppliers use. He's spent years learning how to spot hidden fees, misleading teaser rates, and contracts that sound good but cost more. His goal: help people avoid the traps and find plans that save money.
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Sources & References
- National Grid US - About Us (National Grid): "National Grid serves approximately 3.4 million electric customers across Massachusetts and New York"Accessed Mar 2026
- Massachusetts DPU Consumer Division (Commonwealth of Massachusetts): "The Massachusetts DPU handles consumer complaints against electric and gas utilities"Accessed Mar 2026
- National Grid Outage Central (National Grid): "National Grid provides multiple outage reporting channels including text, app, web, and phone"Accessed Mar 2026
Last updated: March 26, 2026
