Emergency? Call these 3 lines first
If anyone is hurt, call 911 first. Then call NYSEG.
24/7 electric emergency
1-800-572-1131Outage, downed wire, flickering lights from one pole. Stay 30 feet from a downed wire. If a wire is on a car, occupants stay inside until crews arrive.
24/7 gas emergency
1-800-572-1121Smell of gas, hissing sound at a meter, suspected carbon-monoxide event. Leave the building first. Do not flip switches, light matches or use a phone indoors.
Customer service
1-800-572-1111Billing, payments, start or stop service, deferred-payment plans, programme enrolment. Monday to Friday, 7 a.m. to 7 p.m. ET. Bilingual English / Spanish.
Why NYSEG has so many numbers
NYSEG was assembled in the 20th century from dozens of smaller upstate utilities: Binghamton Light Heat & Power, Ithaca Gas Light, Federal Light & Traction's New York franchises. Each office had its own phone line. When NYSEG consolidated under the holding company that became Avangrid in 2015, most of those legacy lines were quietly retired, but a handful survived as topic-specific desks. That is why the "right" NYSEG number is rarely the 1-800-572-1111 main menu.
The practical consequence: a customer who calls the main line for a builder permit gets bounced to the new-service desk after a 10-minute wait. A customer who calls the new-service desk directly is on the line with the right team inside 2 minutes. The table below maps the topic to the line.
Topic-to-line directory
Phone numbers verified against NYSEG's public-facing pages. Always confirm at nyseg.com before placing a high-stakes call.
| If you need to | Call | Hours |
|---|---|---|
| Pay a bill, dispute a charge, set up a payment plan | 1-800-572-1111 | Mon to Fri 7 a.m. to 7 p.m. ET |
| Pay by phone (automated) | 1-800-600-1604 | 24/7 |
| Report an electric outage or downed wire | 1-800-572-1131 | 24/7 |
| Report a gas leak or smell of gas | 1-800-572-1121 | 24/7 |
| Start or stop residential service | 1-800-572-1111 | Mon to Fri 7 a.m. to 7 p.m. ET. Allow 3 business days. |
| Commercial / industrial accounts | 1-888-797-7748 | Mon to Fri 7:30 a.m. to 6 p.m. ET |
| Builders / new connections / temporary service | 1-800-456-2267 | Mon to Fri 8 a.m. to 4:30 p.m. ET |
| Dig safely / call before you dig (NY 811) | 811 | Free, statewide, 72-hour advance notice required |
| PSC complaint (when NYSEG cannot resolve) | 1-800-342-3355 | NY PSC Office of Consumer Services |
Mail, web and walk-in
Headquarters and mailing address
NYSEG
89 East Avenue
Rochester, NY 14649
United States
Avangrid's US corporate office is at 180 Marsh Hill Road, Orange, CT 06477.
Bill payment by mail
Use the address on your stub
NYSEG routes payments through a lockbox; the address depends on your service zone. Always send your bill stub with the cheque, and allow 7 to 10 business days. See the bill-pay page for all payment channels.
Online + web chat
nyseg.com / My Account
Log into My Account for billing history, Auto Pay, Budget Billing, deferred-payment agreements and outage updates. Web chat with a representative is available during customer-service hours.
If NYSEG cannot resolve your issue
New York utilities are regulated by the state PSC. The PSC's Office of Consumer Services exists precisely to handle disputes that NYSEG itself cannot or will not resolve.
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1
Call NYSEG first. Most disputes (a misread, a late-payment charge on a payment that was actually made, a billing-system glitch) are resolved on a first call to 1-800-572-1111. Note the date, time and name of the representative.
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2
Ask for a supervisor if the first call does not resolve the issue. The supervisor desk can override most front-line restrictions.
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3
File a complaint with the PSC. Call 1-800-342-3355 or file online at dps.ny.gov. The PSC opens a case file and routes it to NYSEG's regulatory-affairs team, which is contractually obliged to answer within set deadlines.
Frequently asked questions about contacting NYSEG
1-800-572-1111, Monday to Friday 7 a.m. to 7 p.m. ET. Bilingual English and Spanish.
Call NYSEG's 24/7 electric emergency line at 1-800-572-1131. If anyone is hurt or the wire is touching a vehicle, call 911 first. Stay at least 30 feet away.
Leave the building first. Once outside, call 1-800-572-1121 (24/7). Do not flip switches, light matches, or use a phone inside the building.
Yes. The new-service / builder desk is 1-800-456-2267, Monday to Friday 8 a.m. to 4:30 p.m. ET. Calling this line directly is faster than the main customer-service menu for permit, temporary-service and meter-set questions.
NYSEG's preferred written channel is the secure contact form inside My Account at nyseg.com. The form ties the message to your account number automatically, which speeds response.
Call NYSEG first. If unresolved, file with the New York Public Service Commission at 1-800-342-3355 or dps.ny.gov.
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