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Frequently Asked Questions

Read below to get some fast facts and helpful information about NSTAR, the services we provide, and what is on this web site.

Can I pay my bill online?
Why does my NSTAR bill change from month to month?
I am moving. What do I do?
I am having trouble paying my bill. Can NSTAR help?
Where do I mail my payment?
How can I lower my energy bill?
What do I do if my power goes out?
What do I do if I smell gas?
What is Basic Service and why am I on it?
How often is my meter read?

Can I pay my bill online?
There are a number of payment options for customers, including E-Bill from NSTAR. Here, you can log on to view and pay your bill online. Learn more about E-Bill.

Why does my NSTAR bill change from month to month? 
Everyone uses energy differently. Energy usage can depend on a number of things, including the size of your home, the number of people who live there, and the number and size of your appliances. Even the outside temperature can affect your energy use. When comparing your energy use from month to month, look at the amount of kWh (with your electric bill) or Therms (with your gas bill). These measurements reflect the “quantity” of energy that you are using and are good indicators of your usage. Check out our Understanding Your Bill page to learn more about your bill.

I am moving. What do I do? 
It is necessary to contact NSTAR and inform us that you are either moving in, or moving out. To do this, simply fill out a Start Service, Transfer Service or Stop Service form right here on our web site, or call us at 800-592-2000.

I am having trouble paying my bill. Can NSTAR help?
NSTAR has options for customers who are having trouble paying their energy bill. NSTAR can work with you to spread out payments on overdue portions of your bill. If you have a past due balance, you can setup a Payment Plan online or by calling us at 800-592-2000. Also, you may want to visit our Financial Assistance pages to find out if you are eligible for help with your bill.

Where do I mail my payment?
You can send your NSTAR payment via U.S. Mail to:

NSTAR
PO Box 660369
Dallas, TX 75266-0369

How can I lower my energy bill?
The best way to lower your energy bill is to use energy more efficiently. Visit our Energy Efficiency pages to get seasonal energy tips, learn about energy efficient appliances and products, and find out about the many energy efficiency programs NSTAR has to offer. 

What do I do if my power goes out?
First, you should check your circuit breakers or fuses. Then, check to see if power in your whole area or section of your neighborhood is out. Also, check to see if the line providing power to your home is down. If you cannot ascertain the reason for your outage, or you have questions, call NSTAR at 800-592-2000.

If you do see a downed wire, make sure to call NSTAR immediately. STAY AWAY FROM DOWNED WIRES. Assume all downed wires are "live" and keep away from puddles and fences that are near the wires. Warn others away from downed wires. For more safety information, check out our Safety Tips pages.

What do I do if I smell gas?
NSTAR and other gas companies add an odor to gas so you will know if natural gas is leaking. If you smell gas, NSTAR has some important safety procedures for you to follow. NSTAR Gas provides 24-hour emergency service every day of the year. Make sure to call 800-592-2000.

What is Basic Service and why am I on it?
Basic Service is market-priced electricity we buy for NSTAR Electric customers who do not have a competitive supplier. Basic Fixed has a fixed price for up to six months.  Basic Service Variable prices change monthly. You may choose either option. Contact us for information about these choices, and check out our Competitive Power Supply pages for more information.

How often is my meter read?
On average, your meter is read once a month (called an actual read), which is how NSTAR generates your monthly bill. Sometimes, however, NSTAR cannot retrieve an actual read of your bill, and must generate an estimated read, which means your monthly bill will be based upon past usage. Check out our Understanding Your Bill page to learn more about your bill.

 

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