PSNH and Northeast Utilities are pleased to announce a state-of-the-art upgrade of its customer information and billing system to ensure continued friendly, fast and accurate customer service.

How does the installation of PSNH’s new customer information and billing system benefit me?
It allows for faster access to customer information and will provides real-time transaction updates to ensure that our Customer Service representatives have the timeliest and most useful information available to serve you.

Why was this system developed?
Our goal is to provide a customer experience remembered for friendly, timely and accurate assistance. By using this new customer information and billing system, we are improving the efficiency of our service.

• The new customer information and billing system replaces three older existing customer information systems with one modern, flexible system that can more easily be upgraded with new technology in the future.
• All four Northeast Utilities companies—PSNH, Yankee Gas, Connecticut Light & Power (CL&P), and Western Massachusetts Electric (WMECO)—are implementing customer service best practices.
• In addition to a new customer information and billing system, NU is operating two state-of-the-art call centers in Manchester, NH, and Windsor, CT, as one virtual facility. Both centers will eventually be able to handle all customer calls.

When was the new customer information and billing system installed?
The PSNH installation was completed in early July.

Why has my account number changed?
To allow for greater efficiency in serving customers in the future, customers have received a new 11-digit account number. Currently, account numbers for customers of PSNH and its sister companies (CL&P, WMECO, Yankee Gas) are generated and stored separately on different systems. Using one system allows our Customer Service representatives to serve customers more efficiently.

When will I see my new account number?
Your new account number was included on your reformatted PSNH bill in early July. The message “Your New Bill Enclosed” was included on the front of the envelope.

Can I keep my same account number?
No. The new 11-digit account numbers are randomly generated for every customer, automatically replacing the current account numbers.

When will I get my first reformatted bill?
Your first reformatted bill was issued in July when the new customer information and billing system became operational.

What changes are on my reformatted bill?
The bill is now be printed on 8 ½ x 11 paper. Information is printed on both sides of the paper, which saves paper and helps to protect the environment.

• Your new 11-digit account number is located in the upper right corner on your statement and at the bottom of the bill stub.
• Key contact information is grouped together in the upper left corner of your bill.
• Additional space is provided for timely and important messages from PSNH.

Do I have to do anything regarding my new account number?
If you pay your bill automatically each month through a financial institution that requires your PSNH account information, contact your bank or credit union and give them the new 11-digit account to ensure that your account is properly credited with your payment. If you pay your PSNH bill by check, please write your new account number on your check, as you did with your previous account number, and include your new bill stub with your payment.

I pay my bill through my bank’s online bill payment service. Do I need to inform my bank of my new 11-digit account number?
Yes. Please notify them of the new account number to ensure that your account is properly credited with your payment.

What happens if I don’t tell my bank my new account number? Will my bill be processed and my payment accepted?
If you use your old account number, your payment will still be accepted and processed. Using your new account number, however, will ensure that your payment is processed in a more timely manner.

If I pay my bill online at psnh.com, what happens if I use my old account number?
If you use your old account number, the PSNH customer information and billing system will convert it to your new 11-digit account number. Your account information will then be displayed on the screen, and will include your new account number and your billing address as confirmation.

If I try to pay my bill online and the system doesn’t match my old account number to my new 11-digit account number, what should I do?
If you have any questions, please call a Customer Service representative at 1-800-662-7764 for assistance.

Do I send my payment to the same PSNH address?
No. The payment address has changed. The remittance stub at the bottom of your bill is preprinted with the correct P.O. Box number and address (P.O. Box 638, Manchester, NH, 03105-0638). Please use the return envelope provided in your bill to send your payment to us.

How can I sign up for Budget Billing?
Budget Billing is a program that enables you to make 12 consistent monthly payments throughout the year and to gain added control of your personal budget. In July, 2008, the program was modified so that your budget amount will be reviewed each month (rather than just twice a year as we do today). This will allow your budget amount to be adjusted up or down more frequently if needed to avoid major adjustments at the end of the program year. If you are not already on Budget Billing, you can sign up now by contacting a member of the Customer Service team at 1-800-662-7764. You may also enroll online by visiting psnh.com. If you are already enrolled in PSNH's Budget Billing program, your current budget will be carried over into the new billing system and no action is required by you.

What is Direct Debit and how do I enroll?
For your payment convenience, PSNH offers two types of Direct Debit payment programs.

• Single Direct Debit is a one-time payment that automatically deducts a specified payment from your bank account, on a date determined by you, as much as 30 days in advance. For access to this popular bill payment system, you can dial direct at 1-800-PAY-PSNH (1-800-729-7764). You may also pay online.
• Recurring Direct Debit is a program that automatically deducts the actual amount of your monthly bill from your bank account each month, automatically timed to occur 21 days after the statement date. You can enroll today by calling a PSNH representative at 1-800-662-7764. You may also enroll online.

What is eBilling and how do I enroll?
eBilling is a convenient, environmentally-conscious method to receive your bill online. eBilling provides the same information as your paper bill and includes a view of your actual bill and special inserts. You can enroll online in eBilling.

As a PSNH customer, what services are available to me via the Web and automated telephone system?
The same easy-to-use online and self-service options that are available to you today will still be available through both the Internet and the telephone. These include:

On the Internet (www.psnh.com):

• Register for, and make electronic payments (recurring or one-time direct debit)
• Register for eBilling or Budget Billing
• View account history or check your usage history
• Change a phone number or mailing address
• Start, stop, or transfer service
• Report a power outage
• Create a payment arrangement
• Report that you’ve made a payment
• Find ways to reduce your bill using our energy calculator

• Report a power outage
• Make an electronic payment (one-time direct debit)
• Hear the address for mailing a payment
• Request a copy of billing and payment history
• Request a copy of the most recent bill
• Enroll in Budget Billing
• Report that you’ve made a payment
• Create a payment arrangement

Can I donate more than $1 a month to Neighbor Helping Neighbor?
Yes. You will be able to donate any amount from $1 to $10, in whole dollar increments to the Neighbor Helping Neighbor fund. To donate more than $1 in your monthly bill, please call a Customer Service representative at 1-800-662-7764 after the new system is operational in July.

Have the hours of operation changed?
No. PSNH customers continue to have 24-hour access to Customer Service representatives 7 days a week at 1-800-662-7764.

Where do I turn for additional information about my PSNH bill and my account?
Learn more here at psnh.com or call our Customer Service representatives at 1-800-662-7764.