What Eversource Energy is and who it serves

Eversource Energy is a utility company that supplies electricity and natural gas to customers across Connecticut, Massachusetts, and New Hampshire. The company operates under different brand names in each state — UI (United Illuminating) in Connecticut, Eversource in Massachusetts and New Hampshire — but all three are owned by the same parent company. If you receive a bill with any of these names on it, you are a customer of Eversource Energy.

Eversource is a regulated utility, which means the rates it charges and the services it must provide are set by state public utility commissions, not by the company alone. This affects how your bill is calculated, what protections you have as a customer, and what happens if you fall behind on payments.

Key Takeaways

  • Eversource serves Connecticut, Massachusetts, and New Hampshire under the names UI, Eversource, and Eversource, and your bill will show which one based on your location.
  • If you cannot pay your Eversource bill, your state's utility commission and local community action agencies both offer payment plans and hardship programs that do not require you to pay the full amount upfront.
  • Eversource cannot shut off your service during winter months in any of its three states if you are enrolled in a hardship program or payment plan.
  • Your bill includes the cost of electricity or gas, delivery charges, taxes, and sometimes energy information credits if you receive state or federal aid.
  • Disputing a charge on your Eversource bill requires you to contact the company in writing within a set timeframe, and your state's public utility commission can investigate if you and Eversource cannot agree.

How your Eversource bill is calculated

Your Eversource bill has several parts. The largest is usually the supply charge, which is what you pay for the electricity or gas itself. The second major part is the delivery charge, which covers the cost of maintaining the poles, wires, pipes, and infrastructure that bring energy to your home. Both of these are set by your state's public utility commission and vary by location and usage.

Your bill also includes taxes (state and local), and may include riders — additional charges or credits that cover specific costs like storm recovery, energy efficiency programs, or renewable energy investments. If you receive Low Income Home Energy information Program (LIHEAP) funds or other state energy information, that credit will appear on your bill as a reduction to what you owe.

The amount you pay each month depends on how much energy you used during the billing period. Eversource reads your meter monthly or, in some cases, uses an estimated reading if a physical read was not possible. If you believe your bill is wrong, you have the right to dispute it — see the section below on how to do that.

What to do if you cannot pay your Eversource bill

If you fall behind on your Eversource bill, contact the company as soon as possible rather than waiting for a shut-off notice. Eversource has a hardship program in each state that allows customers to pay a reduced amount based on their income. You will need to provide proof of income and household size. The company will calculate what you can afford and set up a payment plan.

In addition to Eversource's own programs, your state has a Community Action Agency that administers energy information and can help you negotiate with the utility. In Connecticut, contact Community Action Agency of Greater Waterbury or your local CAA. In Massachusetts, the Community Action Partnership can direct you to your regional agency. In New Hampshire, contact Community Action Partnership. These agencies can also help you explore for LIHEAP, which provides a one-time grant toward your bill.

Winter protection is automatic in all three states: Eversource cannot shut off your service from November through March if you are enrolled in a hardship program or payment plan, or if you have applied for energy information. This protection does not mean you owe nothing — you still must make the payments agreed to — but it prevents disconnection during the months when loss of heat is dangerous.

Winter shut-off protection and what it covers

Eversource's winter shut-off protection applies from November 1 through March 31 in Connecticut and Massachusetts, and from November 15 through March 15 in New Hampshire. During these periods, the company cannot disconnect your service if you are a residential customer and you meet one of these conditions: you are enrolled in a hardship program, you have a payment plan in place, you have applied for energy information, or you have a medical certificate on file stating that loss of service would be dangerous to your health.

Winter protection covers electricity and natural gas equally. However, the protection only prevents disconnection — it does not forgive the debt or stop interest from accruing. You must continue to make whatever payments you agreed to under your plan. If you do not, Eversource can disconnect you once winter protection ends, usually in April.

If you have a household member with a serious medical condition that requires electricity or gas to operate medical equipment, you can file a medical certificate with Eversource. This provides year-round protection from disconnection as long as the certificate is current and you continue to make good-faith payment efforts.

How to dispute a charge on your bill

If you believe a charge on your Eversource bill is wrong, you must contact the company in writing within 60 days of receiving the bill. Call Eversource's customer service line first to get the correct address for billing disputes — it varies by state. In your letter, describe the charge you dispute, explain why you think it is wrong, and include a copy of your bill.

Eversource has 30 days to respond. During this time, the company cannot shut off your service for the disputed amount, though you must still pay the rest of your bill. If Eversource's response does not resolve the dispute, you can file a complaint with your state's public utility commission. In Connecticut, that is the Public Utilities Regulatory Authority (PURA). In Massachusetts, it is the Department of Public Utilities (DPU). In New Hampshire, it is the Public Utilities Commission (PUC).

Your state's public utility commission can investigate the dispute and order Eversource to correct the bill if it finds an error. This process is free and does not require a lawyer. You can file a complaint online through each state's commission website.

Eversource's budget billing and payment options

Budget billing is a program that spreads your annual energy costs evenly across 12 months, so your bill is roughly the same each month instead of spiking in winter or summer. Eversource adjusts your budget amount once a year based on your actual usage. This can make it easier to plan your household budget, but it does not reduce what you owe overall — you are straightforward paying it in smaller chunks.

Eversource offers several ways to pay: online through your account, by phone, by mail, or in person at payment locations. The company also offers automatic payment from your bank account, which can help you avoid late fees. If you are on a hardship program or payment plan, you may be able to arrange a payment schedule that matches when you receive income.

Late fees and interest charges explore if you do not pay by the due date shown on your bill. These fees vary by state and are set by the public utility commission. If you are struggling to pay, do not ignore the bill — contact Eversource or your local Community Action Agency to set up a plan before late fees accumulate.

Frequently Asked Questions

Can Eversource shut off my service if I am on a payment plan?

No, not during winter months (November through March in Connecticut and Massachusetts, November 15 through March 15 in New Hampshire). Outside of winter, Eversource can shut off your service if you miss a payment on your plan, but the company must give you notice first. If you miss a payment, contact Eversource when ready to explain and ask about catching up.

What is the difference between Eversource, UI, and the other names on my bill?

They are all the same company. UI (United Illuminating) is the name used in Connecticut, Eversource is used in Massachusetts and New Hampshire. The parent company is Eversource Energy. Your customer service number and billing address depend on which state you live in, so check your bill for the correct contact information.

How do I know if I am on a hardship program?

Eversource will send you a letter confirming enrollment in a hardship program and stating your monthly payment amount. Keep this letter — it is your proof that you are protected from winter disconnection. If you do not receive a confirmation letter after explore, call Eversource to verify your status.

Can I get a credit on my bill if I use less energy?

No, but Eversource offers energy efficiency programs that can lower your usage and therefore your bill over time. These programs may include rebates for upgrading to efficient appliances or weatherizing your home. Contact Eversource or your state's energy office to learn what programs are available in your area.

What happens if I cannot afford the hardship program payment?

Tell Eversource or your Community Action Agency. The hardship program is designed to set payments based on what you can actually afford, so if the amount is still too high, the company can adjust it. You may also be able to combine the hardship program with LIHEAP or other energy information to reduce what you owe.