Frequently Asked Questions


Account

    You can pay your RG&E bill using a debit or credit card. There is no cost for this service. You will be able to accept or decline the transaction prior to submitting your payment. Please allow up to three days for processing. If you prefer other no-cost payment options, please view our full range of ways to pay.

    Payment Options

    We offer you several ways to pay your bill:

    • Receive and pay your RG&E bill online through our eBill service or through your own online billing provider.

    • Use AutoPay (electronic funds transfer). With AutoPay, we’ll automatically deduct your payment from your checking account on the date indicated on the bill (approximately 23 days after we mail your bill each month). To sign up, visit rge.com, Enroll in AutoPay or complete the form on the back of your bill payment stub.

    • Make a single electronic payment through our ePayment service at rge.com or by calling us at 800.295.7323 (and still receive paper bills). Go paper- and worry-free by combining AutoPay and eBill, our online billing service.

    • Mail your payment to RG&E, P.O. Box 847813, Boston, MA 02284-7813.

    • Use our self-service kiosks available at our walk-in offices. They accept cash, credit cards and check transactions. Pay In Person

    • Bring your payment to one of our approved pay agents (nearly 1,100 supermarkets or other businesses) – and any Walmart and K-Mart location nationwide – and it will post to your RG&E account the next business day. To find the pay agent nearest you, visit rge.com Pay In Person

    • Leave your payment in our drop-box at one of our walk-in offices. Pay In Person

    • Make a credit card payment online or by phone. Pay By Credit Card

    • Pay with an RG&E gift card, available for purchase at one of our walk-in offices or at rge.com Gift Cards

     

    If I sign up for RG&E's eBill service or enroll with another online billing provider, can I also enroll in RG&E's AutoPay service and have my bill payments automatically deducted from my checking account?

    Yes. If you're already paying your bill online through a billing service provider and want to enroll in RG&E's AutoPay service, just print our AutoPay Enrollment Form, complete it and mail it to us.

    You may purchase your electricity supply from RG&E or an energy services company (ESCO). For the most up-to-date list of ESCOs, please visit our online list of suppliers: Electricity Suppliers

    They are all the same thing: A supplier other than RG&E is often called an energy services company or ESCO. An ESCO is an unregulated business that sells electricity supply directly to you. RG&E continues to deliver the electricity to you. For the most up-to-date list of ESCOs, please visit our online list of suppliers: Electricity Suppliers

     

    You can select either RG&E or an ESCO as your suppler at any time. Please note, if you agree to purchase your electricity supply from an ESCO, you may incur a fee for ending your agreement early. Check with your ESCO prior to any switch.

    Effective January 1, 2010, RG&E does not offer a fixed electricity supply price. Some ESCOs may have fixed supply offers. For the most up-to-date list of ESCOs, please visit our online list of suppliers Electricity Suppliers

    You still call RG&E. RG&E will continue to safely and reliably deliver your electricity no matter which supplier you choose. For questions about electricity supply from your ESCO or about the ESCO portion of your electricity bill, contact your ESCO.

    This service is for customers who prefer to receive bills for actual energy use on the months we would normally send an estimated bill. Customer meter reading is also for customers that have inside meters and it's not convenient to be home when the meter reader arrives.

    A reminder can be sent to you via an automated phone call or a postcard. When it's time to read the meter(s), we’ll send the reminder via the method you selected.

    Instructions are found on the Send Us Your Meter Reading form.

    With a Login ID and Password you can use our personalized pre-filled form. Just click on our Send Us Your Meter Reading form.

    You can have multiple accounts associated with a single Login ID and password. Once you’ve logged in, you can access all your RG&E accounts (and all those you are authorized by other account holders to access). Just select one account at a time and then use the personalized meter reading form to submit readings for all meters on that account.  

    Avoid the need for an RG&E service call by providing us with a meter reading when you turn service off. 

    • Click on Turn On Service and follow the instructions.
    • You may also call our Customer Relations Center at  800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

    You'll need to Write to RG&E or contact your online billing service provider as well as RG&E. You can contact RG&E by using our secure Write to RG&E form or contact our Customer Relations Center at 800.743.2110, Monday through Friday, 7 a.m. to 7 p.m.

    When you close your RG&E account, your online billing for that account will also be closed. You will need to activate your new RG&E account at rge.com or with your online billing service provider.

    With AutoPay electronic funds transfer RG&E will automatically deduct your RG&E payment from your checking account 23 business days after we mail your bill. The actual date that money will be deducted from your account will be noted on each billing statement you receive from us. Enroll by printing our AutoPay Enrollment Form and mail it to us or fill out the form on the back of your bill.

    To enroll in RGE's eBill service, you'll need to create a secure Login ID and password, then follow the instructions to select the account(s) you wish to view and pay online, enter your banking and payment preferences, and you're set.

    For other online billing service providers, know that each one operates differently. However, the process typically includes:

    1. Enrolling with an online billing service provider at their web site.
    2. Activate your RG&E account by adding RG&E to your list of companies for online bill payment.
    3. View new bills by logging onto your online billing service account at your service provider's web site.
    4. Pay your RG&E bill by directing your online billing service provider to transfer money from your bank account to RG&E electronically.

    You decide how much to pay and when the transaction is to occur.

    If you are using RG&E's eBill service, all personal data is held in strict confidence behind firewalls. The bills are encrypted as they are displayed across the Internet, assuring confidentiality of information.

    If you are using an online billing service provider other than RG&E's eBill service, please contact the provider regarding the security of their online billing service.

    • The next time your account bills, you will be able to view your bill online.
    • After receiving your first bill online, future bills will be available online approximately 28 days after the date that appears on the left side of your most recent bill.

    No. Once you enroll in RG&E's eBill service or with another online billing provider, we will no longer mail you a bill.

    Yes, but you'll need to create a Login ID and password as an authorized user of the account -- if you are not authorized to access the account information, have the account holder contact us to authorize you. You can contact our Customer Relations Center at 800.743.2110, Monday through Friday, 7 a.m. to 7 p.m. excluding holidays.

My Account

    • Click on Log In
    • Follow the instructions as they are displayed to log in or to create your Online Services Login ID and Password.
    • To create a Login ID and Password, you’ll need to enter your RG&E account number.
    • Click on Forgot Your Login ID?
    • Enter an account number associated with your Login ID and your Password.
    • Your Login ID will be displayed and you will be able to access our Online Services.

    If you have multiple accounts, RG&E has automatically grouped them for you. Once you create your secure Login ID and password, you will be able to access all of your accounts when you log in. If you have authorized people to access your accounts, they can create their own Login IDs and passwords as authorized users and only access the accounts that you've given them permission to see.

Smart Energy

    Yes, RG&E encourages customers to improve their home’s energy efficiency, and we offer rebates for high-efficiency home heating and water heating upgrades, as well as lighting upgrades for multi-family apartment and condominium owners. We also have an online Your Energy Savings Store that offers rebates and deals on energy-efficient equipment.

    New Wind Energy

    RG&E offers Wind Energy to customers who want to help our environment. When you purchase Wind Energy credits, wind-generated electricity is delivered to the New York power grid on your behalf, reducing the need for energy produced from other resources. Your purchase helps the environment and makes our communities even better places to live and work.

    By using energy wisely, you can increase the comfort of your home, help protect the environment and better manage your energy costs. We have 76 low-cost, no-cost energy saving tips for your heating and cooling, kitchen, bath, laundry, attic, basement, water heater, living areas and the exterior of your home.

    Switching to light-emitting diodes (LEDs) or compact fluorescent light bulbs (CFLs) is an easy way to use energy safely and wisely. It’s a change that will go a long way in helping you to reduce energy waste, greenhouse gas emissions, and the amount you spend on energy costs.

    Our Smart Savings Rewards programs offer incentives to residential and small business customers when they reduce electricity use during times of peak summer electricity demand. We have programs that will benefit your home or business and help alleviate the strain on New York State’s power supply.

    More of our energy needs can be met through clean, wind-generated electricity. By supporting wind energy you can help the environment and make our communities even better places to live and work.

    Purchasing 200 kilowatt-hours of wind energy every month for one year reduces carbon dioxide emissions the equivalent to planting 1 acre of trees or not driving 2,194 miles.

    It's a renewable energy source which means it can never be depleted. Wind Energy is a "green" energy source that also promotes our energy independence.

    Yes. You can support wind energy regardless of who supplies your electricity. You will receive a certificate that verifies your purchase.

    You can purchase 200 kilowatt-hours or more of wind energy per month. If your electricity consumption averages six hundred kilowatt-hours per month – and you wish to purchase 100% wind energy – you can buy no more than six hundred kilowatt-hours per month.

    We can assure you that the wind energy you purchase is delivered to the New York power grid for statewide distribution, so your purchase makes a real difference.

Outage

    Outage Central

    You can report a power outage by calling 800.743.1701 or visiting Outage Central. If you have a natural gas emergency, exit the building then call us at 800.743.1702 from a safe location.

     

    Outage Information

    Sign up for RG&E Outage Alerts and you will be notified by text message, email, phone or all three. We'll keep you informed with an estimated time of restoration, and an alert when power is restored. Log in to your online RG&E account to sign up. You can also visit Outage Central to view estimated restoration times.

    Storm Safety

    • Keep flashlights, a battery-powered radio and fresh batteries handy. 
    • Have at least one telephone that is not dependent on electricity. (Cordless phones won’t work during a power interruption.) 
    • Keep a supply of non-perishable food and bottled water on hand. 
    • If you have a cell phone, make sure the battery is fully charged. 
    • Contact neighbors to see if their power is off. You may have simply blown a fuse or tripped a circuit breaker.

    Visit Storm Safety for more information and additional storm safety tips.

    Our emergency service restoration plan aims to help our crews repair downed lines and restore power to customers within the shortest time possible. While restoring everyone’s power is important, getting critical facilities back on line – places like hospitals and shelters – has to be a priority. Visit  for more information.

    Outage Resources

    Visit our website for outage updates, the latest news releases, and bottled water and dry ice distribution stations.

Safety

    Do's And Don'ts

    If you suspect a natural gas leak, get up, get out, and get away! Then call us immediately at 800.743.1702 or 911 from a safe location. We will respond quickly to ensure that you and your family are safe.

    • Do not smoke or operate electrical switches or appliances. These items may produce a spark that might ignite the natural gas and cause an explosion.

    • Do not assume someone else will report the condition.

    • Provide the exact location, including cross streets.

    • Let us know if sewer construction or digging activities are going on in the area

    Do's And Don'ts

    Use your senses to detect gas leaks. A natural gas leak is usually recognized by smell, sight, or sound. Remember, if you smell natural gas, get up, get out and get away. Then call us immediately from a safe location.

    • Smell: Natural gas is colorless and odorless. For your safety, a distinctive sulfur-like odor, similar to rotten eggs, is added so that you’ll recognize it quickly. Not all transmission lines are odorized.

    • Sight: You may see a white cloud, mist, fog, bubbles in standing water or blowing dust. You may also see vegetation that appears to be dead or dying for no apparent reason.

    • Sound: You may hear an unusual noise like roaring, hissing, or whistling.

     

    Keep flashlights, a battery-powered radio and fresh batteries handy.

    Have at least one telephone that is not dependent on electricity. (Cordless phones won’t work during a power interruption.)

    Keep a supply of non-perishable food and bottled water on hand.

    If you have a cell phone, make sure the battery is fully charged.

    Contact neighbors to see if their power is off. You may have simply blown a fuse or tripped a circuit breaker.

    Visit Storm Safety Information for more information and additional storm safety tips.

    There are several electrical safety myths that you should be aware of. Please visit our website Safety Myths to view some of the common misconceptions such as “Tires are electrical insulators.” They are actually conductors, not insulators.

    Whether you're a contractor or a homeowner doing an outdoor project, having underground utilities marked is essential to protect yourself and others from injury and prevent damage to underground utility lines. Contact Dig Safely. New York at 811 or 800.962.7962 at least 2 working days (not counting the day you call) but not more than 10 working days before you plan to start your project. Digging can be dangerous and costly if you don't have underground facilities marked before you start.

     

Convert To Gas

    Get natural gas service in three easy steps:

    • Step 1: Apply Today

    To begin the application process apply online or call us at 585.724.8666

    • Step 2: Complete the Commitment Letter

    Once you have applied for service our representative will mail you a commitment letter for your signature. This is a simple agreement between you and RG&E that says if we install a natural gas service to your home you will connect a gas appliance to this new service within 90 days. Fill in any additional requested information, mark your preferred location for the natural gas meter on the map on the reverse side of the letter, and return the letter to us in the postage paid envelope. One of our engineers will then visit your home to complete the service and meter design. The job next goes to our construction department.

    • Step 3: Connect!

    Once the service and meter are installed you can connect your natural gas appliance. When you have completed your work, call RG&E to schedule our crew to turn on the natural gas.

    You or your contractor should plan to be at home for the turn on appointment.

    That’s all there is to it! We take care of everything that you need on our side of the meter. All you have to do is pick out and install your natural gas appliances. Then rest secure in the knowledge that you’ve made a clean, efficient and dependable choice for your family.

    Natural gas is economical, domestic, dependable, efficient and environmentally friendly. More about Benefits of Natural Gas

    Compare natural gas to the cost of other heating fuels.

    More than 2.2 million miles of pipelines and mains quietly, reliably and efficiently deliver natural gas every day for use by residential, commercial and industrial customers. Almost all of the natural gas consumed in the United States is produced domestically and delivered via a transmission and distribution infrastructure that has an outstanding safety record.

    There is no weather normalization fee as part of the rate structure for gas companies in New York. Therefore, if the weather is warmer, and you use less energy to heat your home, you save money. It's as simple as that!

    Unlike the electric grid which consists of wires and poles, natural gas is delivered via underground pipeline that generally is not affected by storms such as Sandy. However, most heating systems require electricity to operate fans, pumps and the distribution of heat so you may want to consider a natural gas generator.

    Further, there is no need for delivery trucks to get through blocked roads or for you to maintain oil tanks in your home.

    Because it burns cleaner and is more efficient, natural gas is better for the environment, and natural gas efficiency programs can save energy and reduce carbon emissions even more.

    With natural gas, there is no need for a storage tank. This allows customers to free-up space in their basements, and for tanks that are underground, costly liabilities can be avoided from tank removal. Most natural gas is produced in North America so there is less dependence on foreign oil.

    Even with recent oil price fluctuations, natural gas continues to be the more affordable energy option. Most natural gas used in North America is domestically produced – so it’s not subject to the same swings and spikes seen in world oil markets – making it the more affordable and stable choice for heating your home. Use our easy Savings Calculator to see just how much you could save by making the switch.

Support

    If you are experiencing a life-threatening electricity emergency, please call 911 immediately. Otherwise, please contact us at 800.743.1701 for electricity outages or trouble.

    If you are experiencing a natural gas emergency, or if you smell a natural gas odor, get up, get out and get away! Then immediately call RG&E at 800.743.1702 or 911 from a safe location.

    To report an electricity outage, please call 800.743.1701 or visit Outage Central

    Self Service Line: 800.295.7323 (24 hours/7days)

    Customer Service: 800.743.2110 (Monday - Friday, 7 a.m. - 7 p.m., excluding holidays)

    Payment Arrangements: 877.266.3492

    Hearing/Speech impaired (TTY): New York Relay Service - Dial 711

    Dig Safe: 811 or 800.962.7962

    Send us an email 

    Our online Energy Library has links to frequently requested information for your home. We also offer select energy use and safety materials in Spanish. You can also view the current and past issues of EnergyLines, our bill insert newsletter.

FAQs