Bill FAQs
You asked. We're answering.
Our Bill FAQs are a one-stop resource that answers your questions anytime you have them, day or night. We're answering your most common questions about bills, rates, and terms, plus tips on avoiding scams and staying secure.
Your Frequently Asked Questions
Your National Grid account number is confidential and should never be shared with strangers—even if they say they’re National Grid employees.
Unethical companies have been known to scam customers into giving up their National Grid account information. Scammers can use your account information to enroll you into services you don’t want—and don't want to pay for. Real National Grid employees will always wear National Grid badges and carry photo IDs when making in-person visits, and National Grid representatives will always know your account number—you never have to provide it.
National Grid does not make promotional calls. For more information, including on how to protect yourself from scams, please visit our Scam Alert information center.
Unfortunately this is a common scam. You should never share your National Grid bill with strangers, and if someone comes to your house claiming to be from National Grid, check for their ID—real National Grid employees will have a National Grid badge.
If this happens to you, please contact us right away.
Spoof calls are a sadly common method of scamming in the utilities world. A spoof call will appear to be coming from a reputable number, like a National Grid’s number, but are really from a third party—typically a scammer or unethical company.
Remember, National Grid representatives who call you will already have your account number.
There are a number of reasons your bill may spike, especially during the holidays.
Environmental factors. When the nights are longer and colder, we tend to spend more time indoors, leading to lights being turned on earlier than usual and for longer periods of time.
Household size. When relatives or friends visit, they often bring an unexpected guest: higher energy usage. An increased household size leads to an increase in lighting and heating up rooms, extra cooking, extra showering, and so on—all things that increase energy usage.
Appliances/Gifts. If you’ve recently bought new appliances or started using new electronics after the holidays, you might be using more energy than normal just by charging up or powering it.
Decorations. We all love holiday lighting, especially around Halloween, Christmas, and the New Year—but it does use energy (sometimes more than we think).
To stay ahead of bill variations and eliminate any surprises in your monthly bill, take a look at our Managing Bill Variations page.
In May 2024, we updated our billing system for our New York City and Massachusetts gas customers to provide a new, easier-to-read bill experience. This change was part of a consolidation of two existing National Grid billing systems. While this billing system will be “new” for Massachusetts Gas and New York City Gas customers, it is an existing system being used today by millions of other customers. To avoid duplicating accounts after the system conversion, we assigned new National Grid account numbers to our customers being moved to the “new” system. Visit our dedicated billing system upgrade page to learn more about this change.