Frequently Asked Questions

Bangor Region Gas Customers: While we work to integrate your accounts, please do not use the MyUnitil website. Instead, visit the Bangor Region Customer Portal here or contact our Bangor office using the online form or by calling 1-207-941-9595 with payment questions.

As a Unitil customer, you can choose from a variety of flexible payment options. Please note that while most of our options are free, some incur a small processing fee. If you would like to pay your bill for free, you can do so through your MyUnitil account or pay as a guest. You can also enroll in our convenient automatic bank draft option (UniPay).

Alternatively, you can pay by mail, in person at your nearest Western Union location, or over the phone (call 1-888-301-7700).

Mail your payment to:

Unitil
P.O. Box 981077
Boston, MA 02298-10100

Having trouble paying your bill? Get financial assistance from a variety of programs that can help with your energy costs.

Yes. We comply with state and federal requirements and regulations and use the latest encryption technologies to ensure the safety and security of your information. We encourage all customers to use strong passwords and to log out when leaving the site as an extra precaution.

Yes, your account number will change if you change your address.

Sometimes obstacles blocking access to our power lines can slow the restoration process. That could include downed trees, blocked roads, unplowed or flooded streets or dangerous situations. Conditions throughout the system can also cause delays. Several small scattered outages can be more time-consuming to repair because they involve individual stops to reconnect lines to each home.

Yes, it will come back. Although your restoration is important to us, sometimes there are more urgent priorities that need to be addressed, such as public safety hazards, critical care, emergency operations centers and communication centers.

The truck may also be on the way to a transmission line, substation or circuit outage that will restore the greatest number of customers at the same time, you included. Our crews work round the clock during an outage, so they will return to your location as soon as they can if you remain without power.

It could be that your neighbor is served on a different circuit, but there could be trouble in just your section of the line or in the equipment that services you directly. Or, the cause of the outage could be an individual service problem at your home, unrelated to Unitil.

It sounds like something unexpected happened in the field. Our estimated restoration times are based on the best information we have, but they are still ultimately estimates. We will update those times if needed as an outage unfolds overtime. If we have additional information we think helps explain what is going on, we will relay that info via social media.

No public-facing outage map for natural gas customers is planned at this time, though we are constantly reviewing new ways to provide information to customers and will continue to review new options as technology makes them available.

ETR stands for “estimated time of restoration,” and is our best estimate as to how long it will take to restore power. As estimates are inexact by their very nature, we provide a range of times to try and give you a general idea as to when work will be complete and power will be restored.

There is a lag of a few minutes between the information on the map and the information our crews are working from, but the data you see on the map is basically the same as what our operations teams are working from. Occasionally, there will be a delay in an outage getting removed from the map, and crews need to confirm work is complete before the map is cleared.