CT Eversource Customer Service — Complete Practical Guide

Overview and how Eversource serves Connecticut customers

Eversource Energy is the primary investor-owned electric and natural gas distribution company in large parts of Connecticut. As a CT customer you interact with Eversource for billing, service starts/stops, outages, safety calls and energy-efficiency programs. Understanding how their customer-service channels are organized will save time and prevent duplicate contacts during storms or when requesting service changes.

As of 2024, the primary online gateway is https://www.eversource.com/ (select Connecticut), and the main customer service phone number published for CT residential inquiries is 1-800-286-2000. Outage reporting and safety issues are handled 24/7; billing and account management have dedicated weekday hours via phone and expanded self-service options through the Eversource mobile app and eBill system.

Contact channels, hours and what to prepare before you call

Eversource provides multiple channels: phone, secure online account, mobile app, outage map and in-person assistance centers for select transactions. For general account questions and billing use the customer service number (1-800-286-2000) or log in to your account on eversource.com for bill history, payment arrangements and usage graphs. For outages and safety issues, use the outage map at the Eversource Outage Center or report by phone—these functions are staffed 24/7 and prioritized differently than billing requests.

When you call, have the following available to shorten hold time and get accurate service: your 12-digit account number, service address (not just mailing address), the meter number if available, best contact phone, and a brief description of the issue (e.g., total outage, flickering, smell of gas). Including the account number and an alternate contact speeds identification and helps dispatch crews if a safety hazard is reported.

• What to have when you call: account number, service address, meter number, photos (if applicable), blackout start time, and any crew or pole numbers you can see.
• Safety first: for downed wires or suspected gas leaks call 911 immediately; then notify Eversource at 1-800-286-2000 so the utility can dispatch crews and isolate the hazard.

Outage reporting, restoration process, and expected timelines

Outage response follows a triage model: first life-safety and critical facilities (hospitals, water treatment, traffic signals), then main feeders and substations, and finally individual service lines. After a major storm, Eversource publishes restoration percent-complete and estimated restoration times on the outage map; for smaller localized outages restoration can be minutes to a few hours, whereas large storms may take days and involve mutual assistance crews from other utilities.

When reporting an outage you will often receive an estimated restoration time (ERT). ERTs are dynamic and updated as crews clear hazards and re-energize feeders. Keep your account contact info current and opt into text/email alerts to receive automatic updates—this is faster than waiting on hold for a representative.

Billing, payment options and assistance programs

Eversource offers multiple payment methods: online eBill with one-time or auto-pay, pay-by-phone automated system, third-party payment locations, and mail for checks. Two common billing accommodations are Budget Billing (levelized monthly payments based on 12-month usage) and Payment Arrangements when you cannot pay the full balance. Payment plan terms vary—short-term plans may be weeks, extended arrangements can be negotiated depending on account history and circumstances.

If you are income-eligible, several programs can reduce or defer bills: Connecticut’s Energy Assistance Program (CEAP), local nonprofit Operation Fuel, and Eversource-specific assistance offerings. Documentation typically required includes proof of income for everyone in the household, current Eversource bill, and photo ID. If you are facing disconnection, call customer service immediately—Eversource often provides emergency payment plans and referrals to local assistance agencies.

Energy efficiency programs, rebates and electrification incentives

Eversource runs contractor-supported programs such as Home Energy Solutions (HES) — energy assessments, weatherization and immediate low-cost measures (LEDs, programmable thermostats). They also offer stepped rebates for measures like air-source and ground-source heat pumps, insulation, and high-efficiency HVAC systems. Rebates vary by equipment size and fuel-switching impact; typical package rebates for heat pump installations often range from a few hundred to a few thousand dollars depending on manufacturer, system capacity and whether the customer qualifies for income-based incentives.

Customers should also consider federal incentives: as of 2024 the Inflation Reduction Act provides tax credits for certain energy-efficient home electrification measures—pairing Eversource rebates with federal credits can materially reduce out-of-pocket cost. For exact rebate levels, program eligibility, and contractor lists use Eversource’s program pages and EnergizeCT (state-run) resources before signing contracts to ensure you maximize combined incentives.

Service starts, upgrades and technical requirements

New service, meter upgrades or service size increases require an application, site plans, and often an on-site inspection. Typical timelines depend on permitting, required line extensions and whether new transformers or poles are needed—simple meter changes can be scheduled in 1–2 weeks; line extensions and new service construction commonly take 4–12 weeks or longer in complex sites. Eversource may require a deposit for new customers or for accounts with prior non-payment; deposit levels depend on credit history and account type.

If you are planning construction or distributed generation (solar, battery storage), notify Eversource early. Interconnection studies, application fees, and equipment standards (metering, disconnects) are mandated; for solar and storage, follow the CT interconnection procedures posted on the Eversource site to avoid delays.

Key links and numbers (quick reference)

• Main CT customer service (as published): 1-800-286-2000 — use for billing, account changes and outage reports.
• Eversource Connecticut website and account portal: https://www.eversource.com/ — select Connecticut for region-specific pages including outages, programs, and payment options.
• Outage center and map: access via the Eversource site (Storms & Outages) or the Eversource mobile app; opt into text/email alerts for automatic restoration updates.
• For life-safety emergencies (downed wires, gas smell): call 911 immediately, then notify Eversource at the customer service number so the utility can dispatch crews.

Bottom line: treat Eversource as a regulated distribution utility—use the online account and outage tools for speed, have key account data ready when you call, and explore energy-efficiency and assistance programs before major purchases or if you are struggling to pay bills. For the most current phone numbers, rebate levels and program rules always check eversource.com and state resources (EnergizeCT) because rates and incentives change frequently.

How do I speak to a person at Eversource?

For more information, please visit our website, www.eversource.com or contact Eversource Customer Service at 1-800-662-7764.
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What months can your electric not be shut off in CT?

Winter Protection protects your service from being shut off from November 1 through May 1, with no late payment charges. This protection must be renewed annually.

Is Eversource open on 24/7?

The customer service team at Eversource is available 24 hours a day, 7 days a week. They are dedicated to providing reliable customer service and support for any issues that may arise.

How to start a new service with Eversource?

To Start Service:

1. Visit the Eversource website and select the “Start Service” option.
2. Fill out the necessary information, including your new address and desired start date.
3. Choose your preferred billing and payment options.
4. Submit your request and you will receive a confirmation email.

What is the toll free number for Eversource in CT?

For additional information, call us at 800-286-2828.

Where is Eversource headquarters?

Boston, MAEversource Energy / Headquarters
Eversource Energy is a publicly traded, Fortune 500 energy company headquartered in Hartford, Connecticut, and Boston, Massachusetts, with several regulated subsidiaries offering retail electricity, natural gas service and water service to approximately 4 million customers in Connecticut, Massachusetts, and New …