National Grid Customer Service — Long Island (practical guide for residents and businesses)

Overview and jurisdictional context

National Grid is the regulated utility that provides natural gas distribution across large parts of Long Island; electric distribution on Long Island is administered by LIPA and operated under contract by PSEG Long Island since 2014. Important dates to remember: National Grid acquired KeySpan (the predecessor gas operator on Long Island) in 2007, and PSEG Long Island assumed electric operational responsibility for LIPA in 2014. This split—National Grid for natural gas, PSEG/LIPA for electricity—affects which customer service phone number, outage reporting system and rate schedule you must use.

For authoritative account management and contact routing, use the National Grid U.S. portal at https://www.nationalgridus.com/. For electric issues on Long Island (outages, street light problems, new meter requests) use PSEG Long Island resources at https://www.psegliny.com/ or LIPA’s site at https://www.lipower.org/. When in doubt about which utility covers a service, your bill header and the meter label will indicate the provider and the correct customer-service phone and web links.

How to contact National Grid for gas service on Long Island

National Grid maintains state- and account-specific contact channels through the U.S. portal. The site consolidates online account management (view bills, start/stop service), outage maps, and secure messaging. For non-emergency account issues—new service applications, billing disputes, payment arrangements, and documentation upload—you can generally complete the action through the online “My Account” section 24/7 or by calling the customer service number printed on your gas bill.

For safety-critical situations (suspected gas leaks, carbon monoxide alarms, smell of rotten eggs), follow immediate local emergency procedures: evacuate the building, do not operate electrical switches, do not use phones indoors, and call 911. After contacting emergency services, report the incident through the emergency contact number listed on your bill or on nationalgridus.com to get a utility crew dispatched. Always keep the emergency number from your bill available; it is your definitive local gas-operations contact.

Billing, rates, payment options and financial assistance

National Grid offers a set of practical billing tools for Long Island customers: level or budget billing (spreads the previous 12 months’ usage across equal monthly payments), payment arrangements for past-due balances, and automatic payments via bank draft. You can enroll in paperless billing and view itemized bills that show usage in therms, the delivery charge, commodity charge (if applicable), and any state/local taxes. Expect a typical residential gas bill to include a delivery charge (fixed daily or monthly meter charge) plus usage charged per therm; exact per-therm prices and delivery rates change with regulatory filings—check the tariff page on nationalgridus.com for the current per-therm figures for your rate class.

Low-income and hardship programs are coordinated with state and federal assistance (for example, HEAP in New York). National Grid publishes income-eligibility guidelines and special programs (winter protections, arrears management, and crisis grants) on its website; customers should bring proof of income, a recent bill, and ID when applying. If you face disconnection, call customer service immediately to discuss temporary arrangements—utilities generally require documentation and will offer a written repayment schedule rather than immediate shutoff when programs are applicable.

Outages, service requests, and timelines

Although National Grid does not manage Long Island electric distribution, its gas customers should understand typical service timelines: non-emergency service activations or meter relocations normally require a site visit and can take between 5 and 15 business days depending on permitting and inspection scheduling. Large projects (new gas main extensions, multi-family conversions) are handled through formal design and permitting tracks and can require several months and coordination with municipal inspectors.

During weather events and major incidents, restoration priorities follow public-safety criteria (hospitals, critical infrastructure, gas leaks). For planned service interruptions (meter changes or main work), National Grid typically provides at least 48–72 hours’ notice. For the most accurate restoration estimates during storms, consult the outage map on nationalgridus.com or the utility’s social-media channels where periodic restoration percentages and crew counts are published.

New construction, conversions, and technical requirements

If you are building or converting to natural gas on Long Island, start with a formal service application through National Grid’s new service portal. Expect to provide property address, municipal block/lot or GPS coordinates, an outline of appliances and BTU load per appliance, and an installer or contractor contact. For single-family service taps the company typically requires an inspection and a licensed plumber to complete internal gas piping; for multi-family or commercial meters, National Grid will supply meter set specifications and service-riser locations and may require a main extension agreement for costs above a threshold.

Permits and inspection coordination are handled at the municipal level—so plan project timelines to accommodate building department turnaround times, which on Long Island can range from 1–6 weeks depending on the municipality. For accurate cost estimates, request a written quote from National Grid for meter set, service lateral, and any main extension; quotes will list one-time fees and any refundable contributions in aid of construction.

Practical checklist and quick resources

• Essential items to have when you call or go online: account number (from your bill), service address, recent meter reads (if disputing usage), photo ID, and proof of income for assistance programs.
• Key web resources: National Grid U.S. (https://www.nationalgridus.com/) for gas service; PSEG Long Island (https://www.psegliny.com/) and LIPA (https://www.lipower.org/) for electric distribution on Long Island; your municipal building department website for permits and inspections.
• When dealing with safety issues: evacuate, call 911 first, then notify the utility via the emergency number on your bill or the utility website—do not assume an online form alone is sufficient for immediate danger.

Final operational advice

Maintain a digital or paper folder with the last 12 months of energy bills, your account number, contractor contacts, and any correspondence with the utility—this expedites dispute resolution and program enrollment. Regularly review your online consumption charts for sudden changes: a single month’s unexplained jump in therms often pinpoints a leaky appliance or pilot light issue and can save hundreds of dollars if fixed promptly.

For complex commercial or multi-unit projects on Long Island, engage the utility early—request a preliminary service layout and cost estimate during the planning phase. Early coordination with National Grid, the municipality, and a licensed mechanical contractor reduces surprises at permitting and shortens time to service activation.

Is the National Grid open on 24/7?

National Grid US (@nationalgridus) / X. Our team is available Mon—Fri., 9–6 EST. If you suspect a gas leak or have an electric emergency contact us 24/7 at ngrid.com/contactus or 911.

How do I connect to the national grid?

The fastest way to start service is to submit an application via email using the appropriate link below. You may also call 1-877-MY-NGRID (1-877-696-4743) and select the gas availability option . I’m adding additional natural gas appliances to my existing home or business that will increase gas usage at the property.

How do I apply for National Grid rebates on Long Island?

The Rockaway Peninsula and Long Island locations receive rebate incentives under the Long Island energy efficiency programs. To apply, download and submit our custom application. For more information on these efficiency programs, please call 1-800-843-3636 or e-mail [email protected].

How do I contact National Grid customer service?

For National Grid Customers
National Grid customers with questions about their accounts, energy efficiency programs or bill affordability concerns visit our website or contact our customer service team at 800-642-4272.

How do I call the National Grid on Long Island?

1-800-930-5003

Who is 800 233 5325?

A complete list of National Grid phone numbers for customers in Massachusetts.

Purpose	Phone Number(s)
Purpose Gas Emergencies	Phone Number(s) 1-800-233-5325 or 911 24-Hour Assistance
Purpose Report an Outage	Phone Number(s) 1-800-465-1212 24-Hour Assistance