Rochester Gas and Electric Customer Service

Rochester Gas and Electric Customer Service Number

Use the verified customer service number in the contact block above for help with an RG&E account. Representatives handle billing questions, account balances, meter readings, starting or stopping service, payment concerns, contact-detail updates, and other routine service requests.

The contact block is the safest source because phone details can change. It provides the current Rochester Gas and Electric phone number without relying on an unofficial directory or an old bill.

You may see people search for “Rochester Gas & Electric phone number,” “phone number for Rochester Gas and Electric,” or “customer service number for Rochester Gas and Electric.” Searches for “rochestergaselectric customer service,” “rochestergaselectric phone number,” and “Rochester Gas & Electric customer service number” refer to the same utility. Use the verified contact shown on this page.

Which Phone Number to Call

Choose the line according to the problem. The main customer service line is appropriate for general account help, billing questions, meter-reading concerns, service requests, and questions about information shown on a statement.

• For an ordinary account or billing question, use the main customer service contact.

• For a payment agreement, use the separate payment-agreement contact shown in the verified contact block, if available.

• For an electricity outage or electrical trouble, use the dedicated electricity emergency and outage contact. Do not wait in the general customer service queue.

• If you smell gas or suspect a gas leak, leave the building or area immediately. From a safe location, use the dedicated gas emergency contact or contact local emergency services.

• For an immediate threat involving fire, sparking equipment, a downed wire, or possible contact with an energized line, keep away and contact emergency services.

Do not use an email form or chat for an emergency. Those channels may not be monitored quickly enough for a dangerous condition.

Customer Service Hours

The verified contact block above displays the current schedule for speaking with a customer service representative. Read the schedule in local New York time and check its holiday limitation before calling. Holiday closures can affect access to a live agent.

RG&E also identifies an automated support line that remains available outside the representative schedule. It can handle selected routine tasks such as checking an account balance, making a payment, or submitting a meter reading. It is not a substitute for the emergency contacts.

Outage and emergency reporting remain available after the customer service office closes. Select the contact for the type of hazard or service problem rather than leaving a routine message for the next representative.

Information to Have Ready

Prepare the details that connect you to the account before calling. This reduces the chance that the representative must ask you to find a bill or call back.

• The account holder’s full name and the service address, including the apartment or unit.

• The RG&E account number from a recent statement or online account.

• A callback number and the email address associated with the account.

• The billing date, amount, meter reading, confirmation reference, or notice connected to the question.

• A short description of what happened and when you first noticed it.

The representative may ask questions to confirm that you are the account holder or an authorized person. Do not share an online password or a full payment-card security code. If you are calling for someone else, the account holder may need to participate or confirm that you are authorized.

For an outage, be ready to confirm the service address and whether neighboring properties also appear to be affected. For a suspected gas leak or electrical danger, move to safety first; gathering paperwork can wait.

Other Ways to Contact Support

Open {site} to sign in to the online account. The account area can provide access to bills, account balances, usage information, meter-reading tools, payments, and certain service requests. If sign-in fails, use the displayed user ID or password recovery option instead of repeatedly guessing.

The official support area also provides an online email form for nonurgent questions and an outage-reporting option. Include enough detail for RG&E to identify the account, but do not place passwords or sensitive payment credentials in the message.

RG&E’s support pages display Ava, an online energy assistant. It may help direct routine questions or locate the correct support topic. Availability can vary, so use the phone contact when the matter requires a representative.

Deaf and hard-of-hearing callers can use the New York Relay Service. Customers who need another language can ask the customer service representative for an interpreter. These options are listed in RG&E’s official support information.

If You Cannot Reach an Agent

If the line is busy, first make sure you selected the contact that matches the problem. An outage, gas concern, payment agreement, and routine billing question may have different routes. Calling the general line for an outage can delay the report.

If the office is closed and the request is not urgent, use automated support or submit the official email form through {site}. Save any confirmation shown after submission. You can then contact a representative during the schedule displayed in the verified block.

If you cannot access the online account, try the official recovery option and confirm that you are using the user ID or email connected to the account. If recovery remains unavailable, keep a recent bill nearby and call customer service. Explain that you cannot sign in and need help confirming the account.

When a representative does not resolve the concern, calmly ask whether a supervisor can review it. Keep notes with the date of contact, the issue discussed, and any reference information provided. For a dangerous gas or electricity condition, do not wait for a general agent or an online reply; move to safety and use the appropriate emergency contact immediately.