National Grid's 24/7 phone line and what it covers

National Grid operates a customer service phone line available around the clock, but the number depends on which utility service you use and where you live. National Grid serves electricity and natural gas customers across New York, Massachusetts, and Rhode Island under different regional names — Niagara Mohawk (upstate New York), KeySpan (Long Island and Brooklyn), and Narragansett Electric (Rhode Island). Each region has its own phone number.

The 24/7 line handles emergencies like gas leaks, downed power lines, and outages. It also takes routine calls during business hours — billing questions, account changes, meter readings, and service requests. Outside business hours, you can report emergencies and leave messages for non-urgent issues, though you will not reach a live representative until the next business day.

National Grid does not operate car rental services, so if you arrived here from that section, you may be looking for a different company's customer service number. Double-check the name on your bill or contract before calling.

Key Takeaways

  • National Grid's phone number varies by region: Niagara Mohawk (upstate New York), KeySpan (Long Island and Brooklyn), and Narragansett Electric (Rhode Island) each have separate lines.
  • The 24/7 line handles emergencies like gas leaks and power outages at any time, but routine questions reach a live person only during business hours.
  • You can find the correct regional number on your utility bill, on the National Grid website for your state, or by searching "National Grid [your state] customer service."
  • If you are calling about a gas leak or downed power line, stay on the line and do not hang up — these are treated as emergencies even at night or on weekends.

Finding the right phone number for your region

Your utility bill is the fastest place to find the correct number. Look at the top or bottom of the bill — the customer service phone number is printed there along with the company name (Niagara Mohawk, KeySpan, or Narragansett Electric). If you do not have a recent bill, visit the National Grid website for your state and look for "Contact Us" or "Customer Service."

Searching online for "National Grid customer service [your state]" will also return the regional number. Be careful to use the official National Grid domain (.com) rather than third-party sites that may list outdated numbers or charge fees to connect you.

What happens when you call outside business hours

If you call the 24/7 line after 5 p.m. or on a weekend, an automated system will answer. You can report emergencies (gas smell, downed lines, outages) and speak to someone when ready. For non-emergency issues, you will be prompted to leave a message or given the option to call back during business hours, which are typically 7 a.m. to 7 p.m. Monday through Friday.

The automated system may also direct you to the National Grid website or mobile app, where you can report an outage, pay a bill, or check your account status without waiting for a representative. Many routine tasks are faster online than by phone.

Reporting a gas leak or power emergency

If you smell gas, see a downed power line, or experience a sudden outage, call the 24/7 emergency line when ready. Do not hang up if you reach an automated system — stay on the line and select the emergency option. A dispatcher will connect you to someone who can help right away.

For a gas leak, do not use electrical switches, light a match, or use your phone inside the building if you smell gas strongly. Step outside and call from a safe distance. National Grid will send a technician to your address within a set timeframe depending on the severity.

Using the website or app instead of calling

National Grid's website and mobile app let you handle many tasks without calling. You can report an outage, check outage status in your area, pay your bill, view your account balance, set up automatic payments, and update your contact information. The app also sends push notifications when outages occur near you.

If you prefer not to call, the website has a "Contact Us" form where you can submit a non-emergency question and receive a response within one to two business days. This route is useful if your question is not urgent or if you want a written record of your request.

What information to have ready before you call

Before calling, gather your account number (on your bill), your service address, and a brief description of why you are calling. If you are reporting an outage, have your zip code ready. If you are calling about billing, know the date range of the bill you have questions about.

If you are calling about a service request — like a meter inspection or a new connection — have your preferred dates and times available. Having this information ready shortens the call and reduces the chance of being transferred between departments.

Frequently Asked Questions

Is there a fee to call National Grid's customer service line?

No. Calling the customer service number on your bill is free. Be cautious of third-party websites that claim to offer "direct" connections to National Grid for a fee — those are not affiliated with National Grid and may overcharge you.

What if I cannot find my account number?

You can still call and report an emergency or outage using your service address and zip code. For non-emergency calls, the representative can look up your account by address and phone number on file. Having your account number speeds up the process, but it is not required.

Can I schedule a service call by phone?

Yes. Call during business hours and tell the representative what you need — a meter inspection, a new connection, or a repair. They will give you available appointment windows and confirm your address and contact information. You can also schedule online through the National Grid website.

What should I do if I am on hold for a long time?

During storms or widespread outages, wait times can stretch to 30 minutes or longer. If you are reporting an outage, you can hang up and report it online instead — the website processes outage reports when ready. For other issues, try calling back during off-peak hours (early morning or late afternoon) when lines are shorter.

Does National Grid have a text or chat option?

National Grid does not currently offer text or live chat support, but the website contact form and mobile app provide alternatives to calling. Check the "Contact Us" page for your state to see if new communication options have been added.