National Grid Customer Service Number — Rhode Island (RI): Complete Practical Guide

Primary contacts and where to find the official number

For Rhode Island customers the single most reliable source for the correct National Grid phone numbers is your most recent bill and the company’s Rhode Island web pages. The corporate website is https://www.nationalgridus.com and the state-specific landing page typically appears at https://www.nationalgridus.com/ri-home. Because National Grid maintains separate lines for billing, outages, gas emergencies and commercial accounts, the exact number printed on your bill is the definitive number to call for account-specific matters.

If you do not have a paper bill to hand, the commonly used general customer service number for National Grid New England residential customers is 1-800-322-3223; always verify this on the bill or on the official RI site before sharing sensitive account information. For life‑threatening emergencies always call 911 first; for accessibility needs you can use the nationwide relay code 711 to reach a TTY operator and then request transfer to National Grid.

Emergency, outage reporting and response expectations

Gas leaks, active sparking, smell of gas, or other immediate threats must be treated as emergencies. If you suspect a natural gas leak (rotten-egg odor or hissing), leave the premises immediately and call emergency services (911) first. After ensuring personal safety, contact National Grid’s 24/7 gas emergency reporting line as listed on your bill or on the RI emergency page of nationalgridus.com; the company maintains round-the-clock field crews for leak investigation and remediations.

For electrical outages the company operates an outage reporting and restoration organization that uses an online outage map and SMS/email alerts in high-impact events. During major storms National Grid publishes restoration estimates and tracks crew assignments; typical major-storm restoration targets are measured in hours to days depending on scale. You should always report an outage by phone or via the outage reporting link on the RI page so your address is included in restoration priority lists.

When you call: what to prepare and expected service handling

Prepare the following documentation before you call customer service: your 10–12 digit National Grid account number, the service address, the meter number (if available), a recent bill date and amount, and your contact phone number. Having meter read dates or a recent usage figure (kWh or therms) speeds troubleshooting for billing or high-usage investigations. For new service, moving or disconnect/reconnect requests have your move-in/out date and identification ready.

Typical non-emergency customer service interactions cover billing questions, payment arrangements, budget billing enrollment, service transfers, and meter reading disputes. Expect a verification process (security questions) before account details are disclosed. National Grid documents calls in your account notes and will provide a reference number for escalations or follow-up if you request one.

Key telephone and web contacts (verify on your bill or the RI web page)

• General customer service (residential billing and account inquiries): 1-800-322-3223 (verify on your bill)
• Report an electric outage or check outage map: visit https://www.nationalgridus.com/ri-home and use the outage reporting link (phone outage number also appears on your bill)
• Life-threatening emergencies: 911 (always call first)
• TTY relay: 711 to access relay services if you are deaf or hard of hearing

Billing, payments, low‑income assistance and payment options

National Grid provides multiple payment channels: online payments (one-time or scheduled) via the secure customer portal on nationalgridus.com, automated phone payments, mail (check with your bill for the payment mailing address and the correct remittance code), third-party in-person payment centers listed on the RI pages, and authorized bill pay through banks. Paperless billing and e-bill enrollment reduce mail delays and are free to enroll through the online account portal.

If you are having trouble paying, National Grid offers payment arrangements and, in Rhode Island, participates in state-administered low-income assistance programs. Eligibility, documentation requirements and benefit amounts depend on the Rhode Island programs active that fiscal year; ask the customer service representative for “LIHEAP” (Low Income Home Energy Assistance Program) referrals, budget billing enrollment for predictable monthly payments, and any current hardship programs. Always get the repayment plan terms in writing and a confirmation number when you accept an arrangement.

Service changes, new service and construction coordination

Requesting new service, capacity changes, or temporary construction service requires different teams: residential service changes are handled by customer service, whereas larger commercial or construction service requires coordination with engineering and operations. Timeframes vary—simple residential start/stop requests can be scheduled within 1–5 business days; service upgrades or new meter installations may require field inspections and take several weeks depending on permitting and required infrastructure work.

For construction or new service to multi‑unit buildings, expect a scoping visit and a written estimate. National Grid will inform you of any contribution-in-aid-of-construction (CIAC) charges if new distribution lines or transformers are needed. Request a written timeline and contact the RI operations planning group via the commercial/large-customer intake number shown on the RI site for project-specific milestones.

Escalations, regulator contacts and consumer protection

If a customer service interaction is unresolved, ask for a supervisor and request a written escalation record with dates and promised action items. If necessary, Rhode Island customers may contact the Rhode Island Public Utilities Commission to file a complaint; the PUC mediates billing disputes, safety complaints and service quality issues. The PUC contact information is published on the Rhode Island government or PUC site; keep your account number and all call reference numbers when filing a complaint.

Keep detailed records: dates/times of calls, the names of representatives, confirmation numbers, copies of bills, photos (for meter or equipment problems) and any written correspondence. These records are required if you later apply for arbitration, emergency service restoration priority, or seek regulatory enforcement action.

Practical next steps

• Locate your latest bill and confirm the customer service and emergency numbers printed on it before calling.
• Use the online account portal at https://www.nationalgridus.com to view usage, enroll in alerts, schedule payments and report outages quickly.
• For immediate danger call 911 first, then the gas emergency number listed on your bill or the RI web page to ensure utility crews respond.