UI, CNG, SCG Encourage Customers to Reach Out for Assistance with Bills

Companies also advise customers to remain cautious of ongoing utility scams

ORANGE, Conn. - April 30, 2026 - United Illuminating (UI), Connecticut Natural Gas (CNG), and Southern Connecticut Gas (SCG), subsidiaries of Avangrid, Inc., are reminding customers that financial assistance programs are available for those who may be struggling to pay their energy bills. Customers carrying an outstanding balance are encouraged to reach out and enroll in one of many available payment assistance programs.

"Many families continue to face financial challenges, and we want our customers to know that help is available," said Frank Reynolds, President & CEO of UI, SCG, and CNG. "Our customer service team is ready to work one-on-one with customers to enroll them in programs that can protect them from shutoff and help them get ahead on their bills. Service disconnection is always a last resort, and customers have options to stay safely connected."

Connecticut law prohibits residential disconnections from taking place during the winter period (through May 1), and some customers may fall behind on their bill during this time. UI customers with demonstrated financial hardship are automatically enrolled in the Low-Income Discount Rate, receiving either a 10 percent or 50 percent discount on their overall electric bill. Additionally, UI, SCG, and CNG customers with demonstrated financial hardship and a qualifying past due balance on their energy bill are also eligible for the companies' matching payment program:

• Low-Income Discount Rate (LIDR): The low-income discount rate, available for UI customers only, can help lower qualifying customers' electric bills by offering a 10% (Tier 1) or 50% (Tier 2) discount on their monthly charges. For example, a customer whose monthly charges totaled $100 would receive a $10 or $50 discount on each monthly bill.

• Matching Payment Program (MPP): Available to residential customers, this program is designed to help lower energy bills for those who can demonstrate financial hardship. UI, SCG, and CNG will match every dollar paid by customers or on their behalf, up to a zero balance.

Furthermore, all UI, SCG, and CNG customers (both residential and commercial, regardless of financial hardship status) may qualify for Flexible Payment Arrangements. Customers who are struggling to pay their energy bill are offered payment arrangements spread out up to 18 months for residential customers and 6 months for non-residential customers. Current payment arrangements may be renegotiated due to a change in financial circumstances per Conn. Agencies Reg. § 16-3-100(b)(3)(A). These arrangements may be discussed confidentially by calling the companies' Customer Care Center.

Customers should also be aware that scammers often target customers during the spring, following the end of the winter disconnections moratorium. Recent reports include fraudulent calls, emails, and letters impersonating utility representatives and demanding immediate payment.

"Scammers become more aggressive this time of year, so we urge customers to stay alert," said Tracey Pelella, Vice President of Customer Service at UI, SCG, and CNG. "If something doesn't feel right, hang up and call us directly. We will always help verify whether a communication is legitimate."

Customers should watch for common red flags, including:

• Disconnection threats: Scammers claim your account is overdue and threaten immediate service disconnection unless you make a prompt payment, often via prepaid debit cards or other non-refundable methods.
• Meter payment scams: Fraudsters may insist you need to pay for a new meter or an upgrade immediately, typically using a prepaid debit card or another non-refundable form of payment.
• Personal information requests: Unsolicited calls or emails requesting sensitive data like Social Security numbers, banking details or even your utility account number.
• Overpayment scam: You may receive a call claiming that you overpaid your utility bill and requesting your personal bank account or credit card information to process your refund.
• Door-to-door imposters: Scammers impersonate utility workers to gain your trust and access to your home. They might claim to be conducting a repair, investigating a supposed gas leak or even claim they are looking into scams in your area.

Media Contact:

Angela Baccaro

[email protected]