Billing Information Frequently Asked Questions for Massachusetts, Billing Information

Billing Information FAQs

  • How do I change the name on my Direct Energy account?

    In most areas, you will need to contact your local utility company to change the name and contact information for your account. This is because Direct Energy does not send your bill to you each...

  • How can I receive assistance paying my Direct Energy bill?

    If you need to set up a Payment Arrangement for a bill, you should contact your local Massachusetts utility company to make a plan to pay your balance.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

  • Will my bill look different if I choose Direct Energy?

    In most areas, when you select Direct Energy as your supplier in Massachusetts, you will continue to receive one bill from your utility company each month. You can see the breakdown between Direct Energy's charge for electric generation or gas supply and your utility charges for distribution service, any other services it provides, and taxes. If you are not signed up with a licensed electric or natural gas supplier, your utility bill will not separate the supply and transmission charges.

    Please be advised that not all utility companies use the same terminology. For example depending upon where you live, "supply" = "generation" and "delivery" = "distribution." For clarification on the terminology you see upon your monthly utility bill, please contact your local utility company.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

  • What do I do if I notice an error on my bill?

    If you have any questions about your electricity or natural gas charges on the bill you receive from your local utility in Massachusetts, please contact our Customer Care Team at 1-855-461-1926. If you have questions about your total bill, please contact your local utility company.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

  • Where do I send my payment after I switch to Direct Energy?

    You will continue to send payment for your monthly utility bill to your local utility company in Massachusetts.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

  • Who do I contact to change my payment due date?

    You should contact your local utility company in Massachusetts to request a change to your payment due date.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

  • How does a Payment Arrangement work with Direct Energy?

    In most areas, if you need to set up a Payment Arrangement, you should contact your local utility company to make a plan to pay for the balance on your monthly utility...

  • If I choose Direct Energy, how will I be billed?

    Your local utility in Massachusetts will continue to send you a bill each billing cycle. Your utility bill will change slightly as you will be able to see the local utility's charges as well as Direct Energy charges, including the breakdown between the supply (our charges) and the distribution and delivery portion (the utility's charges). Also, you will continue to pay your local utility company each month, and the utility will then remit payment to Direct Energy for your electric generation and/or natural gas supply charges.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

  • What happens to my budget plan when I switch to Direct Energy?

    This is entirely dependent upon your local utility company in Massachusetts. For customers who are already enrolled in a budget billing program, your utility company should continue to provide you with a budget bill for the delivery portion of your bill. Your bill will be adjusted to reflect utility charges only.

    If you would like to participate in budget billing for your electric generation or natural gas supply service charges, you will need to contact your utility company for assistance and information.

    Electricity Utility

    • National Grid (Greater Boston Area) - 1-800-233-5325
    • National Grid (Long Island) - 1-800-867-5222
    • National Grid (All Other Areas) - 1-800-548-8000
    • Eversource Energy - 1-800-592-2000

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