Utilities & Internet

Headline:

Customers can find help with questions or problems with their utility bills or file complaints about their utility company with the Department of Public Utilities.

Last-reviewed: 9am, May 26, 2023

Key Resources:

Home Energy Utilities

The Basics

  • Learn more about when individuals are protected from having their utilities shut off here.
  • MA residents can apply for help paying their utility costs. Use this tool to find the appropriate regional agency and view income limits for eligibility by region based on household size. Alternatively, visit this LIHEAP portal or call 2-1-1 for more information.

The Breakdown

  • MA residents may want to call their local Community Assistance Program (CAP) to apply for fuel assistance (Low Income Home Energy Assistance Program or “LIHEAP” funds) to help pay utility bills. Eligible households can also apply in person at their local agency.
    • At least one member of a household must have lawful immigration status for the household to be eligible for fuel assistance.
    • Residents can also contact their utility company to see if they are eligible for a payment plan or Arrearage Management Program (AMP).
    • The deadline to file an application for assistance was May 13, 2023.
  • Once utility customers are approved for fuel assistance, they will be eligible for a low-income discount (LID). Some gas and electric companies offer the discount retroactive to 11/1/2020. Importantly, utility customers cannot request the retroactive LID themselves; an advocate or representative must call the utility company’s customer service line on their behalf to make this request! Retroactive discounts are also at the utility company’s discretion – they are not a legal right. 
  • Utility customers who are on the low-income discounted rate are eligible to have varying amounts of debt forgiven if they pay 12 current monthly bills. Any low-income customer is eligible to enroll or re-enroll in an Arrearage Management Plan (AMP) program. Information is available directly from utility companies. Local CAP Agencies may be able to help with AMP enrollment questions.
  • A Massachusetts household with income up to 60% of area median income qualifies as having “financial hardship” and is eligible for shut-off protection. Find information about paying your utility bills here.
  • Limited income households may want to contact The Good Neighbor Energy Fund operated by local Salvation Army offices: 1-800-334-3047 or 1-800-262-1320.
  • Eversource and the Attorney General’s Office offer guidance for customers who may be behind on their bill with respect to payment plans and other ways to reduce their energy use and bills.
  • Eversource and National Grid prepared a webinar with information about discount rates, grants, payments, and other offers.
  • The Joe-4-Oil Heat Program offers eligible households a one-time delivery per heating season of 100 gallons of home heating oil at no charge. To apply for assistance, call 877-563-4645.

The Bottom Line

Telephone & Internet

  • When cell phone carriers switch to 5G, they will stop service to phones, medical devices, and security systems that run only on 3G. People with 3G phones may not be able to make calls including emergency calls to 911 or the new 988 Suicide & Crisis Lifeline. (4G phones are expected to function for years to come.) For additional information about the timeline and how to upgrade affected devices, visit the FCC website.
  • The Affordable Connectivity Program (ACP) is a federal benefit that helps pay for internet service. All SNAP households are eligible, as well as many other low-income residents. Twenty leading internet providers will offer ACP-eligible households a high-speed internet plan for no more than $30/month and a one-time discount of up to $100 to buy a laptop, desktop computer, or tablet. Eligible families who use their ACP benefit with one of these plans can receive high-speed internet at no cost. More information on the ACP can be found at getinternet.gov.
  • The MA Department of Telecommunications and Cable has issued information about subsidized telephone, broadband, and cable services, including the Lifeline Program, which provides phone and internet service to eligible households.
  • The FCC has taken action to raise awareness about the Nationwide Lifeline Program for affordable telephone or internet service, a benefit for which many consumers may be newly eligible during the pandemic. For information on how to enroll, MA consumers can visit this website.
  • Contact the Attorney General’s office via the AGO’s Consumer Hotline (617-727-8400) if a consumer has difficulty reaching a service provider, or if telephone or broadband service has been shut off.
  • Visit EveryoneOn to search low-cost internet service providers.

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