Pay by phone

RG&E pay-by-phone

1-877-266-3492

Monday to Friday, 7 a.m. to 7 p.m. ET. Automated and live agents.

Customer service / payment plans

1-800-743-2110

Monday to Friday, 7 a.m. to 7 p.m. ET. Ask for a deferred payment agreement (DPA).

Pay by mail

Mail a check or money order with your bill stub. Write your RG&E account number on the check.

RG&E
P.O. Box 847813
Boston, MA 02284-7813

Allow 5 to 7 business days for mailed payments to be applied to your account.

Cannot pay in full?

  • · Deferred payment agreement. State law gives every residential customer the right to a payment plan; up to 24 months for most households.
  • · HEAP. HEAP grants pay part of your seasonal energy cost.
  • · EAP. Once enrolled in HEAP you also get the EAP monthly delivery discount.
See all hardship options

The 5 ways to pay your RG&E bill

RG&E charges a service fee for credit and debit card payments. Bank-account payments through the customer portal are free.

RG&E payment methods, processing time and fees
Method How it works Fee Processing time
Auto-pay (preferred) The full amount due is withdrawn from your bank account on the due date each month. Enroll through the RG&E online account. Free Takes ~1 billing cycle to start.
Online (one-time) Log into your RG&E account at rge.com. Pay by bank account or by credit/debit card. Bank account: free. Card: third-party processor fee applies. Same day if posted before cut-off.
By phone Call 1-877-266-3492 Monday to Friday, 7 a.m. to 7 p.m. ET. Bank account: free. Card: third-party processor fee applies. Same day.
By mail Send a check or money order with the bill stub to RG&E, P.O. Box 847813, Boston, MA 02284-7813. Free 5 to 7 business days.
In person At an authorized walk-in payment center: many supermarkets, check-cashing locations, and community offices across the 9-county RG&E territory. Vendor fee may apply. Same or next business day.
Through your bank Many banks let you schedule bill payment from online banking. Add RG&E as a payee using your account number. Depends on your bank. 2 to 5 business days.

Late-payment fees on an unpaid balance are set at 1.5% per month under the RG&E tariff filed with the PSC. The fee applies to any balance carried past the due date printed on the bill.

Auto-pay: the easiest option, with one caveat

Auto-pay (RG&E calls it AutoPay) draws the full amount due from your checking or savings account on the due date each billing period. It is free, prevents late fees, and is the option most likely to keep you out of disconnection notices when the household is busy.

The caveat is straightforward: auto-pay still draws the full amount, including any estimated read or disputed charge. If your bill spikes for any reason, the larger amount is withdrawn. Best practice is to review the emailed statement when it arrives (paperless billing makes this easier) and dispute any anomaly with RG&E before the auto-pay withdrawal date, not after.

When to enroll

After your first one or two normal bills, so you have a sense of your baseline usage and can spot anomalies.

When to wait

If you have an open billing dispute, an active deferred payment agreement, or a meter being replaced. Pause auto-pay until those are closed.

When to combine

Pair auto-pay with paperless billing and budget billing to flatten seasonal swings and avoid surprise winter heating spikes.

Budget billing: smooth out winter

Budget billing spreads your projected annual energy cost across 12 equal monthly payments. RG&E estimates your annual usage from prior history, divides it by twelve, and reconciles every few months. If you underpay, the shortfall is added; if you overpay, the credit is returned at the annual reconciliation.

Budget billing makes the most sense if your monthly bill swings by a factor of three or more between summer and winter, which is common for gas-heat households in the Rochester / Finger Lakes region. The flat payment makes budgeting easier and reduces the shock of January and February heating spikes.

Budget billing pros and cons
Strength Limit
Flat monthly payment regardless of season. You still pay the actual cost over the year. Budget billing is not a discount.
Easier household budgeting; predictable cashflow. Reconciliations every few months can adjust your payment up or down.
No fee; available to most residential customers. A large under-collected balance at year-end may still produce a catch-up bill.

If you cannot pay: hardship, HEAP and your legal rights

Following the 2024 service-quality review, the NY PSC required Avangrid to file remediation plans covering billing accuracy, complaint handling and disconnection procedures across both RG&E and NYSEG. The protections below are not favors RG&E may grant; they are rights given to every New York residential customer by the Home Energy Fair Practices Act (HEFPA) and the state energy code.

  • Deferred payment agreement (DPA)

    Residential customers have a state-law right to a payment plan. The down payment is capped at 15% of the overdue balance and installments can stretch over up to 24 months (longer for low-income households). Call 1-800-743-2110 and ask for a DPA by name.

  • 15-day disconnection notice

    RG&E must mail a written notice at least 15 days before any disconnection. The notice is the deadline to act, not a warning to file away.

  • Cold-weather rule (November 1 to April 15)

    RG&E cannot disconnect a residential household whose primary heat depends on the service if any member is over 62, under 18, or has a medical condition (with certification).

  • Medical certificate

    A doctor-signed certificate filed with RG&E blocks disconnection for an initial 30 days and can be renewed.

  • HEAP & EAP

    HEAP can pay part of your heating cost each season; enrollment also unlocks the EAP monthly bill discount on the RG&E delivery line.

  • PSC complaint hotline

    If you believe a notice or shutoff is in error, file a complaint with the NY DPS at 1-800-342-3355 or via the DPS complaint portal. RG&E cannot disconnect while a PSC complaint is open.

Source: NY PSC Home Energy Fair Practices Act (HEFPA), NY DPS service-quality review of RG&E and NYSEG (ongoing as of May 2026), NY OTDA HEAP 2025-2026 program guide.

Paperless billing

RG&E offers paperless billing: your statement arrives by email instead of in the mailbox. The bill is identical, and the email links to the same online account where you can pay, dispute or download a PDF. Paperless is the recommended setup if you use auto-pay, so you can review charges quickly and catch anomalies before the next withdrawal.

Frequently asked questions about paying your RG&E bill

For pay-by-phone with an automated system or live agent, call 1-877-266-3492, Monday to Friday, 7 a.m. to 7 p.m. ET. For general customer service and to set up a payment plan, call 1-800-743-2110 during the same hours.

Mail your check or money order with the bill stub to: RG&E, P.O. Box 847813, Boston, MA 02284-7813. Write your RG&E account number on the check. Allow 5 to 7 business days for the payment to post.

The RG&E tariff sets a late-payment fee of 1.5% per month on any unpaid balance carried past the due date printed on the bill.

Only after a 15-day written notice, and never during the cold-weather period (November 1 to April 15) if your primary heat depends on the service and someone in the household is over 62, under 18, or has a certified medical condition. Filing a complaint with NY DPS also pauses any pending shutoff.

Call 1-800-743-2110 and ask for a deferred payment agreement. Under state law, the down payment is capped at 15% of the overdue balance and installments can spread over up to 24 months for most residential customers, longer for low-income households.

Yes. HEAP (NY's branding of federal LIHEAP) pays part of your seasonal heating cost. Enrollment also unlocks the EAP monthly discount on the RG&E delivery line. Apply at otda.ny.gov/programs/heap.

Throughout 2024, customer complaints and elected-official inquiries focused on the volume of disconnection notices sent in RG&E and NYSEG territories following Avangrid billing-system changes. NY DPS opened a service-quality review and the PSC required Avangrid to file remediation plans. The HEFPA protections listed on this page apply regardless of those proceedings.

More about RG&E

RGE RG&E utility profile Phones, outage numbers, Avangrid family, rate case and service area. CONTACT Contact RG&E Every customer-service line and mailing address in one place. BILL Understanding your bill A line-by-line decoder of every block on the RG&E paper or PDF bill. RATES Rates & tariffs Current PSC-approved delivery rates, customer charge and per-kWh charges. CLASSES Service classifications Find out whether you are SC-1, SC-2 or one of the larger PSC categories. SUPPLIERS NY ESCOs and suppliers Compare PSC-licensed retail suppliers available in RG&E territory.
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