National Grid Customer Service

Phone Number & Contact Info

National Grid's Best Phone Number

Toll-free·Calls Massachusetts Customer Service·Most popular National Grid number

How do I talk to a live human at National Grid?

A:Say "I'm not a customer", then "Customer Service", then 0 until transferred

Does National Grid offer 24 hour customer service?

A:Not at this number; hours here are Mon-Fri 7am-7pm EST. The least busy day is Wednesday, and the most busy day is Tuesday.

How long will I wait on hold?

A:The average hold time is 15 minutes. The longest hold times are on Thursday, and the shortest are on Friday. How is this calculated?

National Grid Customer Phone Numbers

Upstate NY Customer Service

Toll-free · Mon-Fri 7am-7pm EST · Keep repeating "Representative" until you are transferred. · Report a gas leak or if you smell gas, press 1. For any emergency power problem, press 2, otherwise, remain on the line.

NYC Metro Area Customer Service

Mon-Fri 8am-8pm EST · For NYC Metro area · Report a gas leak or if you smell gas, press 1. For any emergency power problem, press 2, otherwise, remain on the line.

International Customer Service

24 hours, 7 days · Calling this National Grid number should go right to a real human being · If you know your party's extension, you may press it at any time. Dial by name directory, press 1. Customer service, press 2. Operator, press 0.

Customer Service

Toll-free · 24 hours, 7 days · Press 0 at prompts. ·

Customer Service

Toll-free · 24 hours, 7 days · Press 4 ·

How do I get through the phone menu to a live person?

GetHuman researchers routinely call this National Grid phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Say "I'm not a customer", then "Customer Service", then 0 until transferred
Here is how our research team describes the way the National Grid phone system greets you: Report a gas leak or if you smell gas, press 1. For any emergency power problem, press 2, otherwise, remain on the line.
Below are some clips we've found from National Grid's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:

Heard when the phone system first answers

"Thank you for calling National Grid. For English, press one. If you are calling to report a gas odor or damaged gas line, press one."
Excerpt from a call with National Grid
Friday, January 5, 2024 3:26 PM

The first phone menu

"Thank you for calling National Grid. For English, press one.
To report a power outage, downed wire, street light, or for any other emergency power problem, press two."
Excerpt from a call with National Grid
Thursday, May 2, 2024 12:08 PM

What are the hours and when should I call?

National Grid operates the call center for this 800-322-3223 phone number Mon-Fri 7am-7pm ET. The short answer is that you should call on a Wednesday. This observation and the following section are based on analysis of a sample set of 174 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this National Grid phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like National Grid staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.

The least busy time to call

The least busy day to call National Grid is Wednesday. The most busy day to call is Tuesday, which averages 231% more phone calls by comparison. Again, this is based on a sample of 174 calls made with our AI-powered, web-based phone in the last 90 days.

The shortest wait on hold

We measured the shortest hold times to be on Friday. The longest wait in the queue on average occurs on Thursday.

The best time to call National Grid

In summation, the best day to call National Grid is Wednesday. This is not the day with the shortest wait on hold in the phone system, but we still recommend it for its ideal combination of low call volume and short hold times. Plus we believe that National Grid staffs the call center well on Wednesday.

Calling this National Grid Customer Number

Adam Goldkamp is the editor / author responsible for this content.
May 30, 2024

I'm planning a move and I need to take care of a few tasks before the move actually happens One of the tasks on my to-do list is to transfer my utility services. Working my way through the list, I could see that I had to call the National Grid to get my electrical service moved to my new home. I had been putting this task off because I hate waiting on hold, and I figure with the early summer storms we've been having, there might be a wait. Plus, the National Grid also deals with natural gas so between gas and electrical services, they may have a lot of customers that need service at any one time. 

Luckily, it didn't take that long at all. When I called, an automated agent said, "Thank you for calling National Grid, for English press 1. For espanol, press 2. If you are calling to report a damaged gas line or gas odor, press 1. To report a power outage, downed wire, or street light, otherwise, please press 3 to continue."

I pressed 3 since I didn't have an emergency to report, and it said, "Please say or enter the service zipcode for your service address. In a few words, briefly tell me the reason for your call today?" I responded that I wanted to "transfer my service" and it asked me back if I wanted to stop one service and start another. Once I confirmed that I did, it asked me, "How would you like to look up your account? By phone number, social security number, or account number."

I chose phone number, and once I entered my number it transferred me to a representative. I had to sit on a hold line for about two minutes and then I was able to talk to someone and resolved the entire issue in just under five minutes. 

Adam has been tirelessly trying to help customers find the best tips and tricks to get through phone trees and writing many guides for prickly customer service problems. He's been featured in the Wall Street Journal, Inside Edition and Bloomberg.

Why Customers Call National Grid

If you have time to do a bit of reading before you call National Grid, we recommend you read over some of our problem-specific articles.

How Do I Change the Address on My National Grid Account?

If you change your location to a place where National Grid still offers its services, you will have to change the address on your National Grid account. You can do so by filling the address change form online, by visiting a National Grid customer service center or by calling them.

How Do I Set Up Service with National Grid?

When you first move in to your new home, you need to activate National Grid service. The process is very easy with these helpful tips.

How Do I Switch the National Grid Bill into My Name?

As a customer you can switch the National Grid bill in your name by contacting customer support representatives. The agents will ask you questions and you should have your details with you for quick service.

Top National Grid customer service problems

Click the link above to get answers to just about any National Grid customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to National Grid, and their purpose. Are any of these similar to the reason you are trying to call?
Issue with missing bill: "I have not received a bill since November and it has not appeared on my online account."
- From a call lasting 19m 39s , May 2, 2024 12:08 PM
Seeking solar department connection: "Could you connect me to the solar department, please?"
- From a call lasting 19m 33s , May 1, 2024 9:56 PM
Providing account info: "I just gave you the account number."
- From a call lasting 15m 37s , Apr 25, 2024 2:42 PM
Gas service not added: "For gas, it's still not added."
- From a call lasting 6m 34s , Apr 11, 2024 6:04 PM
Rescheduling service appointment: "I'm calling to make another appointment to transfer my service to a new address."
- From a call lasting 16m 47s , Feb 26, 2024 1:17 PM
Moving request and billing inquiry: "I would like to well, I have two questions for you. One, I just had power turned on at [address] about four months ago, and I still haven't received bill yet from you."
- From a call lasting 16m 31s , Feb 16, 2024 4:55 PM
Bill payment issue: "I've been trying to make payment, but it doesn't look like you can find my account number."
- From a call lasting 23m 40s , Feb 14, 2024 1:24 PM
Inquiring about past due balance: "I think it's about a past due balance most likely."
- From a call lasting 10m 56s , Jan 30, 2024 11:11 PM

More National Grid Customer Service Contacts

There are of course other ways to contact National Grid customer service besides the phone. Below we list the best ones, by medium.

National Grid Customer Service on X (formerly Twitter)

National Grid, like many companies, provides customer service on the X platform (formerly Twitter). While it rarely entails live dialogue with a customer service rep, this channel can yield rapid response times and can be a useful option if you have an X/Twitter account.

National Grid Customer Help Desk / Web Support - Upstate NY Customer Service
Online customer service submission form - Rhode Island Customer Service
Use this link to find customer service help through their website - NYC Metro Area Customer Service
Use this link to find customer service help through their website - Customer Service
Online customer service support
As a last, sometimes only, resort- National Grid customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is National Grid's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a National Grid agent. This phone number is National Grid's best phone number because 52,224 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-322-3223 include Pay Bill, Update Account Info, Setup Payment Arrangement, Cancel Service, Setup Service and other customer service issues. The National Grid call center that you call into has employees from Massachusetts, New York and is open Mon-Fri 7am-7pm ET according to customers. In total, National Grid has 6 phone numbers. It's not always clear what is the best way to talk to National Grid representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for National Grid. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like National Grid. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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