New Customer Service System Frequently Asked Questions
We’re replacing the current system that we use to support customer service across Con Edison and Orange & Rockland’s service areas. The new customer service system helps us better serve customers by handling service connections, billing, payment processing, collections, and field work.
My Account and certain other Con Edison channels will be temporarily unavailable during the transition from October 5 - 9.
Please note these specific system maintenance dates:
- conEd.com: Thursday, October 5 through Monday, October 9
- Mobile app: Thursday, October 5 through Sunday, October 15
- Online outage reporting: Friday, October 6 through Monday, October 9
- Virtual assistant (Watt): Friday, September 29, through Tuesday, October 10
You will not be able to schedule future payments during the transition. We will only accept same-day payments from Saturday, September 2 through Thursday, October 5.
You will not be able to start, stop, or move your service online from Tuesday, October 3 through Monday, October 9. If you need to manage your service during that time, please call 1-877-779-6943.
If you lose power or experience service problems, please call us at 1-800-752-6633.
If you suspect a gas leak, leave the area immediately and call 911.
In October, you will see a new, 11-digit account number on your bill – that’s four less than your old account number. Your account profile and associated account(s) will remain the same.
If you pay your bill through the Con Edison website or mobile app, or are enrolled in Auto Pay, there is no action required. If you pay your bill directly through your bank’s website or via Bill Pay, you will need to enter your new Con Edison account number. If you pay by check, please note your new account number on your payment.
While we encourage you to begin using your new account number found on your October bill, any payments made using your old account number will still go through during a transitional period.
We will reach out to customers via email, social media, bill messaging, and website postings.
Our preparations include a focus on customer support, increased call center staff, and extensive employee training to help with customer support.
Yes, but on Friday, October 6, only cash payments will be accepted at walk-in center kiosks. We expect to resume accepting other forms of payment on Tuesday, October 10.
We will not shut off any customers during the transition.
In My Account, your account number appears below your address when you pay your bill. On your paper bill, your account number is on the upper-right side of your bill, underneath your name.
Please email us or call 1-800-752-6633 if you still have questions.