Northeast Utilities (NU) is pleased to announce a state-of-the-art upgrade of its customer service system to provide fast access to additional, convenient self-serve options and ensure a customer service experience remembered for friendly, fast and accurate assistance.
In April, Yankee Gas successfully installed a new billing and customer information system to enhance the speed, accuracy and satisfaction of our customers' experience with us. As part of this upgrade, Yankee Gas' online services will temporarily be unavailable for a few days in early July as we install our new billing and customer information system at another Northeast Utilities company. As always, we will respond to emergency calls 24 hours a day, 7 days a week.

• How does the installation of Yankee Gas' new billing and customer information system benefit me?
• Why was this system developed?
• Can I sign up to receive gas delivery service from Yankee Gas during the system upgrade in early July?
• Can I cancel my Yankee Gas service during the system upgrade in early July?
• Can I pay my Yankee Gas bill during the system upgrade in early July?
• Will I be charged a late fee if my Yankee Gas payment is due during the system upgrade in early July and it is not posted to my account by the due date?
• How will the new billing and customer information system be installed?
• Will the hours of operation for the customer service center change for Yankee Gas customers?
• Why did my account number change?
• When will I see my new account number?
• Can I keep my same account number?
• When will I get my first reformatted bill?
• What changes will I see with my reformatted bill?
• Do I have to do anything regarding my new account number?
• I pay my bill through direct deposit at a local bank, payment agency or social agency. Do I need to inform my bank of my new 11-digit account number?
• What happens if I don't tell my local bank of my new account number? Will my bill be processed and my payment accepted?
• If I pay my bill online, what happens if I use my old account number?
• I'm trying to pay my bill online and the system isn't matching my old account number to my new 11-digit account number. What should I do?
• Do I send my payment to the same Yankee Gas address?
• How can I sign-up for Budget Billing?
• What is Direct Debit and how do I enroll in it?
• What is eBilling and how do I enroll in it?
• As a Yankee Gas customer, what new features or services will be available to me via the Web and automated telephone system?
• Can I donate more than $1 a month to Operation Fuel?
• Where do I turn to for additional questions about my Yankee Gas bill and my account?

1. How does the installation of Yankee Gas' new billing and customer information system benefit me?
• Additional self-service options by telephone and the Web increase customers' control and management of their Yankee Gas account
• Real-time transaction updates ensure the timeliest and most useful information is available to serve customer needs.
• With one phone call, Yankee Gas customers who are also customers of Connecticut Light and Power (CL&P) will receive assistance with both accounts following the installation of the same customer service system at NU’s electric companies later this year.
[Back to Top]
2. Why was this system developed?

Our goal is to provide a customer experience remembered for friendly, timely and accurate assistance. By using this new billing and customer information system, we are improving the efficiency of our service.
• All four NU companies (Yankee Gas, CL&P, Western Massachusetts Electric, Public Service of New Hampshire) are implementing customer service best practices.
• NU is operating two state-of-the-art call centers in Windsor, CT, and Manchester, NH, as one virtual facility. Both centers will eventually be able to handle all customer calls.
• The new billing and customer information system replaces three older existing customer information systems with one modern, flexible system that can more easily be upgraded with new technology in the future.
[Back to Top]
3. Can I sign up to receive gas delivery service from Yankee Gas during the system upgrade in early July?

Yes, by calling the Customer Service center at 1-800-989-0900 to make arrangements.
[Back to Top]
4. Can I cancel my Yankee Gas service during the system upgrade in early July?

Yes, by calling the Customer Service center at 1-800-989-0900.
[Back to Top]
5. Can I pay my Yankee Gas bill during the system upgrade in early July?

Yes, you can send your payment through the mail or via your financial institution if this is an option you currently use to pay your bill. You can also visit an authorized payment center. Payments are accepted at Western Union locations throughout Connecticut.
[Back to Top]
6. Will I be charged a late fee if my Yankee Gas payment is due during the system upgrade in early July and it is not posted to my account by the due date?

You will not be charged a late fee for payments received during the system upgrade in early July. Payments received during the installation period will be posted when the new system becomes operational.
[Back to Top]
7. How will the new billing and customer information system be installed?

The new system will be installed in three phases to streamline implementation and make the system available for all customers this year. The new system was successfully installed at Yankee Gas in April. Public Service of New Hampshire will install the new system in early July and then Connecticut Light and Power and Western Massachusetts Electric Company in the fall.
[Back to Top]
8. Will the hours of operation for the customer service center change for Yankee Gas customers?

Yes, once the installation of the new system is complete for NU's electric operating companies later this year. At that time, Yankee Gas customers will also have 24 hour access to customer service representatives 7 days a week. For now, please continue to reach us at 1-800-989-0900 from 7 a.m. until 6:30 p.m., Monday through Friday for your Yankee Gas customer service needs. In a gas emergency, please call 1-800-992-3427 (24 hours a day, 7 days a week)
[Back to Top]
9. Why did my account number change?

To allow for greater efficiency in serving customers in the future, customers received a new 11-digit account number. In our old system, account numbers for customers of Yankee Gas and its sister operating companies (CL&P, WMECO, PSNH) were generated and stored separately on different systems. Using one system ensures faster access to all customer data.
[Back to Top]
10. When will I see my new account number?
    Your new account number was on your reformatted Yankee Gas bill beginning in early April.
    [Back to Top]

11. Can I keep my same account number?
    No. The new 11-digit account numbers are randomly generated for every customer, automatically replacing the current account numbers.
    [Back to Top]

12. When will I get my first reformatted bill?
    Customers began receiving reformatted bills in April. The new billing and customer information system became operational at that time.
    [Back to Top]

13. What changes will I see with my reformatted bill?
    Your Yankee Gas bill has been reformatted with a clearer, easier-to-read format.
    • Your new 11-digit account number is located in the upper right corner on your statement and at the bottom of the bill stub,
    • Key contact information, including the gas emergency number and the customer service numbers, is grouped together in the upper left corner on your bill,
    • Additional space is provided for timely and important messages from Yankee Gas, and
    • Using both sides of your bill saves paper and helps to protect the environment.
    [Back to Top]

14. Do I have to do anything regarding my new account number?
    Yes. If you pay your bill online through a bank or other financial institution and your Yankee Gas account information is required, please notify them of your new 11-digit account number to ensure that your payment can be made efficiently. Yes. If you pay your bill through a bank or credit union, please inform them of your new 11-digit account number to ensure that your account is properly credited with your payment. If you pay your Yankee Gas bill by check, please write your new account number on your check and include your new bill stub with your payment.
    [Back to Top]

15. I pay my bill through direct deposit at a local bank, payment agency or social agency. Do I need to inform my bank of my new 11-digit account number?
    Yes, to ensure that your account is properly credited with your payment.
    [Back to Top]

16. What happens if I don't tell my local bank of my new account number? Will my bill be processed and my payment accepted?
    If you use your old account number, your payment will be accepted and processed. However, using your new account number will ensure your payment is processed quickly.
    [Back to Top]

17. If I pay my bill online, what happens if I use my old account number?
    If you use your old account number, the system will convert it to your new 11-digit account number. Your account information will then be displayed on the screen, including your new account number and your billing address as confirmation.
    [Back to Top]

18. I'm trying to pay my bill online and the system isn't matching my old account number to my new 11-digit account number. What should I do?
    Use your new account number. If you have any questions, please call the Customer Service team at 1-800-989-0900 for assistance.
    [Back to Top]

19. Do I send my payment to the same Yankee Gas address?
    The remittance stub at the bottom of your bill is preprinted with the correct P.O. Box number and address (P.O. Box 150492, Hartford, CT, 06115-0492). Please use the return envelope provided in your bill to send your payment to us.
    [Back to Top]

20. How can I sign-up for Budget Billing?
    Budget billing is a program that enables you to make 12 consistent monthly payments throughout the year and to gain added control of your personal budget. You can sign up now by contacting a member of the Customer Service team at 1-800-989-0900 or enroll online by visiting YankeeGas.com.
    [Back to Top]

21. What is Direct Debit and how do I enroll in it?
    For your payment convenience, Yankee Gas offers two types of Direct Debit payments programs.
    • Single Direct Debit is a one-time payment that automatically deducts a specified payment from your bank account.
    • Recurring Direct Debit is a program that automatically deducts the actual amount of your monthly bill from your bank account each month, timed to occur 21 days after the statement date.

    You can enroll today by calling our Yankee Gas representatives at 1-800-989-0900 or enroll online by visiting YankeeGas.com.

    [Back to Top]

22. What is eBilling and how do I enroll in it?
    eBilling is a convenient, environmentally-conscious method to view your bill online. After your meter is read each month, Yankee Gas will send you an e-mail containing a link to enable you to view your bill online. This link provides the same information as your paper bill, including a view of your actual bill and special inserts.

    You may also enroll online by visiting YankeeGas.com.

    [Back to Top]

23. As a Yankee Gas customer, what new features or services will be available to me via the Web and automated telephone system?
    An entire new suite of free, easy-to-use online and self-service options will be available through the Internet and the telephone. Our new billing and customer information system provides:
• On the Internet:
  • Register for electronic payments (recurring or one-time direct debit)
  • Register for e-billing or budget billing
  • View account history or check your usage history
  • Change a phone number or mailing address
  • Start, stop or transfer service
• By telephone through our automated system (1-800-989-0900):
  • Make an electronic payment (one-time direct debit)
  • Hear the address for mailing a payment
  • Request a copy of billing and payment history
  • Request a copy of the most recent bill
  • Enroll in budget billing
  • Report a payment made
  • Make a payment arrangement
[Back to Top]
24. Can I donate more than $1 a month to Operation Fuel?
    Yes, you can donate any amount from $1 to $10, in whole dollar increments. To donate more than $1 in your monthly bill, please call a Customer Service representative at 1-800-989-0900. Thank you for showing you care. The generosity and the thoughtfulness of Yankee Gas customers continues to warm the hearts and homes of friends and neighbors who directly benefit from your donations to Operation Fuel.
    [Back to Top]

25. Where do I turn to for additional questions about my Yankee Gas bill and my account?

Visit the Yankee Gas Web site or call our Customer Service Center at 1-800-989-0900.

Home | Products & Services | Home Customer | Business Customer | About Yankee Gas | Gas Suppliers | Trade Allies Contact Us | Search | Disclaimer | Privacy Media Center | Northeast Utilities