Mistakenly paid UI over $800 in January 2026, (more than 3 months ago! and still waiting for refund. My bank sent them a letter, I've sent three letters with documentation, and they still delay. Poor management and process overload. Exasperating! read more

Fees and bills keep going up and then we have to pay for other people's electricity. Absolutely mind blowing. Don't know how this makes sense read more

Imagine this--I own a home in CT and Florida--I spent the last 2 Months in my CT home which is smaller than my Florida home and I get a bill for over $386 during fall/winter month that is higher than any bill in Florida I have ever received even during the summer in Florida! The UI and State of CT is a total ripoff! Hence the reason I have made Florida my primary residence. I can't believe the rates and fees that are charged in CT and by UI. read more

I just moved here in July from Los Angeles and in the past week, New Year's Eve being the first time it happened I'm now experiencing my third power outage. It is not raining it is not windy there is no reason for me to be without power today. On New Year's Eve something happened that affected a small group of houses in Fairfield Fine it went out once, they fixed it 2 hours later but then 2 hours after that the power went out again. How is it that your company was not able to fix it permanently again when all it was was lightly raining out and now on a day when there's no weather issues I am without power again. I lived in an area with a huge population, one company that you could get power from and it was run better than this small individual company. read more

Ever stumble upon the delightful scenario of road/utility work whilst driving and no one is directing traffic? Yeah, that's a real unsafe treat! Thanks to UI blocking a lane and no one directing traffic, rather a dolt employee, standing off road on someone's lawn, I was left with the pleasantry of navigating this bad boy myself. What's more fun than this you may ask? The road curves leaving me with a limited view of oncoming traffic! Well if that doesn't put a smile on your face, I don't know what will! So, I stop and no oncoming cars....So I creep very slowly, when suddenly, a large mass comes into my line of view from the utility truck and yells at me. My first thought..."I didn't know they made hats that big". Alas, I stop and allow the vehicle to pass. As I slowly move through the maze of uneven cones, big hat man continues to yell. I told him someone should be directing traffic. "He (dolt guy on lawn who I am now convinced has turned to stone) needs to be in the road directing traffic. Big hat guy continues to yell at me through, what I presume to be a jelly donut, based on the spillage on his chin. Imagine this thing representing your company! Thanks UI, for effectively establishing unsafe road situations, employing dysfunctional ninnies, and making my day a little brighter. Very unsafe and humans don't pick up the phone at UI, as I made multiple attempts to call. Terrible. read more

U. I. Has listed me as a hardship case which i never requested. They then proceed to send threatening and nasty letters to anyone on their hardship list. It is a nightmare to get them to take you off the hardship list. I am not a hardship case. I have gone to pura and my state representatives and now again this more nasty letters. There CS is not available. You stay on the phone for hours and still no one. Finally i had to file a complaint with the BBB fir harassment. Yelp needs to have a zero star. U. I. is tge worse for CS. read more

A lot of the call center staff are very nice. But overall, the service is LOUSY! My beloved Mother is 80 and has dementia....and I think A.I. is probably involved, but UI sends nasty and threatening shut-off letters like the day after the payment due date! Besides, my whole family is financially distressed, so sometimes we have to scramble to get money together. I think United Illuminating could use some serious training on how to treat people, in particular the elderly and those who are ill and disabled! read more

Worst customer service on the planet. I have had issues with my online account creation that have gone unresolved for almost two years. Emails concerning issues with my bill are ignored or remain unresolved as they just pass the issue around. An absolute disgrace. read more

I cannot belive that a company like UI doesn't have an only payment system when I can just make my monthly payment. It is unfair that I must pay a fee to pay my bill online. Needs improvement ASAP. read more

If I could give zeros stars I would. Absolute worst company. Non existent customer service I own several rental properties so I have to call frequently when tenants move in and out and for the last 10 years the wait time to talk to someone is unbearable at least 45 minutes up to 90 minutes. With the rates we pay why don't they hire more reps? Why? Because they don't give a flying f*** about us. If they did they could never let a 45 minute hold time be acceptable. This has been like this for years. They have had years to fix the problem but won't because they know we HAVE to use their service. No other option. Big difference than when someone has a choice The ones running the company are despicable for letting this continue. At least let us do it on line. You are so behind the times even on the technology read more

This company needs to be investigated and regulated. Their electricity transmission costs are outrageous.

Billing department never answers phone says they received payment on one day but I didn't write check on that day then sends a new bill for same month but noway too contact them read more

Very unhappy with UI. They make online payment very difficult and when you register to pay online they fail to tell you that in order to do that you must agree not to get a paper statement. That means they're really charging you for paying online. My preference is to get a paper bill but pay it online or even automatically, but I like to have a bill printout to alert me to problems. I MISS EVERSOURCE. I wish I could have a different company. I would love to send UI paper checks as revenge, but due to all the fraud taking place I am going to pay them with a paper check from my bank. This could be such a simple fix. Give customers options. Anyway, I don't think I want to use their online systems based on the lack of security mentioned by another review. Just another poorly managed customer service department. read more

When i received my recent bill I disovered that it, along with two previous bills were estimates. They claimed that there had been no one in the management office of my large apartment complex to unlock the meter. This is impossible and a downright lie. It took four customer service representatives before someone was able to give me this information. I wasted three hours of my time and have never been quite so disgusted in my life. Being at the mercy of corporations has reached new heights of stupidity. read more

In my after work hours, I spent 2 hours waiting for customer service to help me with my Water Heater issues until the call dropped. I work in a pediatric hospital. I cannot wait for 2 hours during my break work to resolve the issue!!! First of all, I don't have a 2 hour break during my lunch, who does?! Plus, I don't want to take it away from the poor kids that need the help during the procedures. That is why I call during my after hours so it doesn't affect my pediatric patients and families I support during the day. I'd rather call in the after work hours, but the UI doesn't care about your water heater or you at all at that point, because they are understaffing and underpaying their workers. Hence they do not care about your problems. read more

United Illuminating sucks in every imaginable way from pricing to the derelicts in customer service. This is me being kind in reviewing them. read more

The absolute worst customer service. I used UI for three years, then recently moved away from Connecticut. Trying to pay my last bill has been an absolute nightmare. My payments keep getting rejected without any reason provided by UI. My account is closed, so I can't access my bill online. I email UI customer service, but never receive a response. It's like they don't want me to pay them. Not I'm getting bills in the mail with an even higher amount. Meanwhile, they still won't answer emails or phone calls. read more

Most as***company for utiliy. Not sure how they are allowed to provide electricity when they cant even manage payment online and cancel service, so happy iam moving out of UI territory. Never have to use their service again. read more

I've never written a review in my life (though I do read those of others quite frequently), but I've had such a poor experience with this company that I thought it necessary to share it. I'll start by saying that I moved out of New Haven 2 full years ago, but I am still suffering the consequences of getting involved with this company. When I began my account with UI, I had trouble transferring services from the tenant of my apartment before me because their entire process is outdated, which ended up in them cutting the power to my unit 3 months after I moved in with no notice or explanation. That should have been my first warning. The real problem, though, is that during the time I had an account with them, I paid everything in full and on time each month, and properly closed my account making sure I had no outstanding balances. Recently, though, I saw a huge hit in my credit score with NO EXPLANATION. At first I thought it was a misplaced charge, which I read can happen sometimes, but after further investigation I found out that it was a debt collection charge against me through UI for like $50. But instead of UI calling me even ONCE to tell me about this outstanding charge or that they even REOPENED my account full years after closing it, they reported me to a debt collection company... (!?). Is that even legal? Like, they should be contacting you in every way possible instead of quickly sending off the responsibility onto someone else to take your money. I saw below that others have had the same issue and found proof that they paid everything on time and called them, the debt collection company, AND the credit company to sort it out themselves. I should have just done that but I was honestly so shocked that it hit my credit that badly and that I received absolutely NO information about it that I just paid the charge with the collection company and am disputing the entire thing with TransUnion to try to get this off my credit report ASAP. Long story short: if you have any other option in electrical company do yourself a favor and take that instead. read more

This company is the best electrify provider in the world . The electricity that this fine company provides always cycles from positive to negative sixty times per second day in and day out 365 days a year . I don't mind paying their extravagant rates for the high quality product that they supply . And also every kilowatt hour of electricity that they sell has 3412 btu of energy more btu than most other companies read more

I think that UI did a great, great job of getting our electric service restored, We live in North Haven and 8/27/20 we had a terrible storm and a tornado in North Haven. Within two days of massive destruction, your UI people were down to 12 customers without power. Amazing. We saw the destruction. Your people worked extremely hard to get the work done. They deserve a special thanks. I know you don't always get a "thank you" so we are letting you know how pleased we are and how hard your crews worked. Thanks. !!! Incredible job. read more

Extremely unprofessional customer service. Rates are somewhat on par with other CT providers but I Highly recommend exploring other options.

Please explain how a 500 sq ft studio apt that I can barely move in, requires nearly 300 dollars a month to operate. This includes with zero heat because its the middle if summer. Zero AC since am afraid to get the AC fixed because of insane billing so sweating it out and suffering during a heat wave! Have not had AC for two years! Led energy saving light bulbs, and blackout curtains to retain the cool air so its not as sweltaring. Lol glad its no longer my electric company complete joke. Also energy star appliances. Wow! Sonething is wrong UI. read more

It is nearly impossible to give this company money. Their online accounts don't work. Their IVR wont take credit card payments and auto disconnects you. There must be one customer service rep, because if you call the 1-800 number it is busy or you have to wait over an hour on hold to talk to someone only to be disconnected when they transfer you. Step up your game UI. This is embarrassing. read more

UI is the poster child for why we need government regulation in this country. They've a monopoly on energy in the New England area, they were forced to return 70 million to tax payers last year, and without informing their customers they will raise your rates by 30% We live in a 2 bedroom in New Haven. Our monthly bill in the winter is $230. When we spoke with customer service they wanted to charge us $150 to send out someone to read the meters. Bottom line: UI is a criminal organization. If you live in the Northeast contact your representatives. This monopoly must end. read more

Horrible company outrageous electricity monthly bills! Looking to switch to a new company in Shelton Connecticut any suggestions.

Tried to change username on website. Can't do it. - Emailed customer service - They send me instructions on how to change the password. I already know how to do that. - I ask again on the same thread how to change the USERNAME, they send me instructions for changing the password AGAIN - This also happens a third time - I start ranting and raving and throwing a fit via email about how I asked a specific question, but keep getting an answer to a question I didn't even ask. I asked, "Are you even actually reading the question?" - Finally, somebody tells me that you have to cancel the online account and create a whole new one. I can't even imagine what nightmarish road blocks may befall me if I do this, so I leave it the way it is. Other annoyances: - Changed email address to My email address from my fiance's. Still goes to hers, I get no emails. - Website doesn't work on most web browsers. - Mobile site tells you your session has expired right after you log in and try to pay your bill. - They "redesigned" the web site. It looks slightly different. Still terrible. - Lord have mercy. read more

To sum it up - here is a URL for their "customer care" https://www.uinet.com/wps/portal/uinet/customercare/!ut/p/a1/rZJfT8IwFMW_yl54NL3dn7Y8LqikBlkGi7C-mLq1s8R1AwoxfnoL8UEeRJfYt3Nz-uu5txcJtEbCyqNppDOdlW8nLcjzLOPTxwnlKX_KE-AxD_NsMcHAMFohgURlXe9eUXkwVrngJqgOe9e1ahdUcqdGcC6P4KJ6utbLRtVqbxp7VpWpUcko1ZIAxLqmRIYgFaZKx3IcYUxfEu0TlT4R_HBS-FPgC8uSxN5yl9KCz2GKwy_DlSdKn4F-I2TjW08ocp4zimEeoeWAhq7D7uE_YeEg2MNvs_R_YTbbrUj9CnTWqXeH1kN2oG9bttEzsmAQJf3xo9Dt6hPS_O1Q/dl5/d5/L2dBISEvZ0FBIS9nQSEh/ Now if you load and look at this page - there is NOT A PHONE NUMBER TO CALL. That clearly is deliberate. So think about it... do they care about customers? Me thinks not. Guys - get your act together. IF this is a mistake and I highly think not, fire the person responsible for this. As obviously they don't understand customer care. read more

If you are a United Illuminating customer, I advise that you NOT create an online account. When you create the account or change your password, they will send you the new password by e-mail. If you use this password for anything else, UI has just created a medium-sized security hole --didn't your mother tell you to never put your credit card number, social security number or password into an e-mail? UI definitely needs computer security help. If they make such basic mistakes, who knows what things look like on the inside. If you're a UI customer, I recommend that you get your bill in the mail and send them checks. read more

I sent a check by error and requested to reimburse to my account, after sending a statement, a bank letter they still did not accept it as a ''Document" to proof...what proof????? money is in their account , sent with a check under my name!!!!!!!!!! read more

SUMMARY: Crooked. If you have any other option... take it. These guys should be held accountable for their actions (see below). FULL STORY: Paid the final bill, closed my UI account, and moved away from New Haven. As expected, heard nothing further... until... Over TWO YEARS later, saw a sudden, crazy drop in credit score. After checking credit report, found that UI was the culprit. Turned out that with no contact or communication in over two years (and without me stepping foot in New Haven, let alone opening an account), UI had suddenly re-opened charges under my old account (!!!). I contacted UI immediately, and was shocked by their dismissive and rude response (despite the absurdity of their error and the negative effects it had for me). It required me digging through paper files from years ago (which, thankfully, I had kept) to show them proof of full payment and account closure. Why this was MY task is beyond me. It also required multiple phone calls and emails on my part to ultimately get this corrected, because they were so slow to register the information and did not follow-up as agreed. Months later, I've received no apology or transparent explanation of why this major error took place... Note: AVOID. read more

My bill is set up on UI's auto pay system. The system shows that I am current. Today a received a call that my saying a my power was going be turned off in the next thirty minutes. I asked for a supervisor and was transferred to customer service. Customer service and subsequently her supervisor said because of the shut off notice my account was locked and they could not even look into it. The only options I was given was to go to a payment center, with cash, and pay the bill or have my electricity shut off. That's what UI calls customer service. We need zero stars Yelp. read more

OMG, Everyone, this Co is a RIP OFF. Moved from NY to Bridgeport CT to a 1200 sq ft Townhome and @ $300 no less per month is straight ABUSE!! How is this so when I work 14 hrs a day, all lights are kept off, doors closed and no one is home..Been here 2 yrs and at $300-$350 a month, you do the match, mind u the Previous tenants old bill keeps coming in and they're still being charged for energy when they dont live in the unit anymore. Someone needs to Investigate this, like ASAP... Stay clear from this Company....Ughh hate that I have to select a star, they deserve none!!!! read more

They destroyed my mailbox and are doing nothing to make it right . The customer service is totally unhelpful . They claim i need to fill a form but they refuse to send it to me read more

So I move out of Seymour CT. I owe an outstanding bill of $534.I am in my New Place in New Haven for one day. I call to Pay the bill and or make payment arrangements.Simple.They get in the phone and state I owe them a whopping $1200 and in cash, also a lock on my account. I spoke to the women and said how?when I know what I owe. She replies back you owe $534 for Seymour and $700 for Bridgeport. I tell the female umm I was only a teenager it was not me. She replies if you were 18 yrs old you were an adult and you have to pay it. The bill was from 13 years ago. The lady also stated because it was so long ago the police could not do anything about it and they want their money regardess.So they refused to put my lights on. Even after I paid the $534 I had to make payment arrangements on a fraudulent bill. Even after,u get a cut off notice in the mail and have to call back to make arrangements.So for anybody trying to get new service no matter how many years someone used your social Security it will come back to haunt you.Even if it wasn't you,you are at fault. P. S Cliff and Karen you are not doing justice by screwing over the people! read more

horrible, horrible automated system. Can't hear a thing I say or even process the correct phone number I am typing in for a call back instead of waiting. Another thing. My father called out a UI agent to come check something, in the process I had just moved there and asked who to call about creating a account, or the number for doing so. The man went on and requested my SS number. I declined, telling him he had no business writing my SS number on paper, and I didn't trust him with it regardless. Very shady company, shady workers as well. Wish there was a different electric company around. read more

To united illuminating In regards to providing information during the event and aftermath of tropical storm Isaias. In this day and age of advanced technology I find it appalling that a company that has the responsibility of providing the public with the necessary need for power and light to be completely inept at providing prompt and accurate information to the public during an outage event. Signing up for text alerts only worked once, my power went out twice, the second time I never received and alert no matter how many times I sent the text STAT. The automated system give you options to find out for yourself the information you need. The online system is a total joke giving you 3 or 4 different assessments of the situation including outright lies. During the second outage I realized that my street was the only one with out power so I called the outage line again and I was able get a live person by reporting an emergency this time instead of an outage. The info I got online said the they knew about the outage and that a crew has responded to the scene, however the person I spoke to said no crew was ever there, she told me there was a transformer that caught fire and yet there was no visible sign of that, she said that power would be restored later that night to 24 hours later. About one hour after my call a truck showed up and less than 10 minutes the power was turned back on. This company needs to know that no matter how bad the expected restoration time may be the people still NEED to know in order to make temporary arrangements to stay cool during a heat wave, calculate the loss of food, to have a friend or family store medication in their refrigerator if need be. If it's only going to be 24 to 48 hours so all a person may need is a cooler and a bag of ice, Not every person can simply buy a generator, I live in a condo that doesn't allow them, the thieves that are just waiting for people to park their cars outside in the darkened knight because their garage doors wont work. The list of needs goes on. So from absolutely no information via text to misinformation online and altogether different information with a live person may I suggest that it is long overdue to rework your customer service department and your automated and online services so we can make the appropriate decisions that apply to each and every customer with the same and different needs. read more

Completely botched their response to yesterday's storm. No tree trimming or removals leading up to a storm we knew was coming for over a week. No power since 2 and haven't seen a single utility truck in our area. So disorganized and lazy read more

Worst customer service ever!! The company require each customers to send a copy of ID when you first sign up within 15 days. I DID send it perfectly as asked to do so within 15 days. They forgot to put it in the system and turned the power off for 2 days without any notice. In fact they found it later in the system that I did send it. It took them 4 ABSOLUTELY IRRESPONSIBLE RUDE customer representatives to solve this issue. I was out of electricity for 2 days for no reason and they did not apologize to me once. DO NOT OPEN an account with UI. WORST EVER!!!!!!! read more

I don't feel I have much choice but to use UI; they seem to be the only electric utility in town. But Ive got to agree with David L. Even now, they still send you your password by email. Welcome to 1996. Don't pay your bills online. Your credit card info will get swiped by a 10 year old with a packet sniffer. read more