How do payment plans work?

All residential customers with active service qualify for flexible payment plans of up to 18 months to pay a past due balance.

A down payment of up to 10% may be required. 

What if I miss a payment?

Residential customers who miss more than two consecutive payments, but haven't had their service disconnected, may re-enroll onto the payment program once within a 12-month period to avoid service disconnection.

We will require the same minimum down payment and offer the same maximum duration to pay the past-due balance. 

My service was disconnected for non-payment. What are the next steps to have my service reconnected? 

Service Reconnection for Customers with Hardship Accounts

Residential customers with a verified financial hardship will be required to:

• Call us at 800-286-2828.

• Pay a minimum of 20% of the past due balance or $400, whichever is lower. 

• Enroll in a payment plan. 

• Pay your reconnection fee, if applicable, which will be included as part of your down payment amount. 

Service Reconnection for All Other Customers

All other residential customers will be required to:

• Call us at 800-286-2828.

• Pay a minimum of 50% of the past due balance or $1,000, whichever is lower. 

• Enroll in a payment plan. 

• Pay a reconnection fee, if applicable, which will be included as part of your down payment amount. 

What happens if my financial status has changed?

As long as you make your payments, your service is protected from disconnection.

If you are unable to reach a satisfactory payment arrangement or if your financial circumstances have changed, please call us at 800-286-2828, so we may work together to lower your monthly payment. Conn. Agencies Reg. § 16-3-100(b)(3)(A) affords customers the ability to renegotiate a reasonable amortization agreement based upon the showing of a change in financial circumstances. 

Disputing a Payment Plan

If you're unable to reach a satisfactory payment arrangement with our customer service representative, you may ask to speak with a company review officer.

If you disagree with a review officer’s decision concerning a payment arrangement, you may appeal within 10 days to Connecticut’s Public Utilities Regulatory Authority (PURA).

If you disagree with PURA’s decision, you may request a hearing before PURA. During your appeal, your service will not be shut off as long as you continue to pay your current and undisputed bill amounts during this period. You may contact the Public Utilities Regulatory Authority Office of Education, Outreach, and Enforcement Customer Assistance line toll-free at 800-382-4586 for more information about disputing a payment arrangement. 

Review your billing rights and responsibilities