Con Edison left you without service? Here’s what to do
Summary: Con Ed pays food and medicine spoilage reimbursement after outages that last beyond a set threshold during major events; there is a claim form on coned.com with a filing deadline. After a prolonged Con Edison outage you can request a bill credit — and, in some states, reimbursement for spoiled food or other losses.
Why Con Edison left you without service
- A prolonged service interruption.
- Repeated outages over a short period.
- Spoiled food or other documented losses from a long outage.
Calling Con Edison: what to expect
Con Edison’s line is 1-800-752-6633; customer service is typically Mon–Fri, roughly 8am–7pm ET; the outage and emergency line is 24/7.
To reach a person: press 1 for English, then enter your account number or the phone number on the account, then choose the billing option, then "billing question" or "dispute a charge", then say "representative" if the system loops back to self-service. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through My Account at coned.com (https://www.coned.com); and you may see these names on your paperwork: Con Edison My Account, Level Payment Plan, EAP (Energy Affordability Program).
Step by step: what to do
- Document the outage dates, times, and any losses with photos and receipts.
- Call Con Edison at 1-800-752-6633 (press 1 for English, then enter your account number or the phone number on the account, then choose the billing option, then "billing question" or "dispute a charge", then say "representative" if the system loops back to self-service) and request a service credit for the outage.
- Ask whether your state requires reimbursement for spoiled food after long outages.
- If denied, file a complaint with your state Public Utility Commission (PUC).
Common mistakes to avoid
- Not documenting the outage length and losses.
- Assuming credits are automatic — you usually have to ask.
What to say when you call Con Edison
- I had a prolonged outage and I’m requesting a service credit and reimbursement for my documented losses.
Con Edison-specific things to know
- Con Ed pays food and medicine spoilage reimbursement after outages that last beyond a set threshold during major events; there is a claim form on coned.com with a filing deadline.
- Reimbursement is per household and needs an itemized list and receipts or photos.
- Con Ed still issues estimated bills when a smart meter has not reported; an "E" or "estimated" mark on the bill is the first thing to check after a spike.
- Con Ed’s bill splits supply and delivery charges; a spike in the supply portion may be an ESCO (third-party supplier) contract, not Con Ed itself.
- New York’s Home Energy Fair Practices Act protects residential customers from disconnection while a bill is under formal dispute and during medical or hardship situations.
- Con Ed offers a Level Payment Plan and payment agreements; asking for one is a way to stop a disputed balance snowballing.
Know your rights
Utilities must bill you accurately, investigate disputed charges, and cannot disconnect service over a charge that is under formal dispute.
Regulator: your state Public Utility Commission (PUC). If the utility will not correct the bill, file a complaint with your state Public Utility Commission.
If Con Edison will not move, the escalation paths that carry weight:
- Ask for a supervisor or the billing-investigations team if the first rep cannot open an investigation.
- File a complaint with the New York State Public Service Commission at 1-800-342-3377 or online; Con Ed must respond to PSC complaints.
- Ask the PSC for a hearing on a billing dispute if the informal complaint does not resolve it.
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Frequently asked questions
Will Con Edison credit me for an outage?
Many utilities offer outage credits and, in some states, reimbursement for spoiled food after extended outages — but you generally have to request it.
How do I file a complaint against Con Edison?
Start with Con Ed at 1-800-752-6633 and ask for a billing investigation. If that fails, file with the New York State Public Service Commission at 1-800-342-3377 or online.
Why is my Con Ed bill split into supply and delivery?
Delivery is Con Ed’s charge for the wires and pipes; supply is the energy itself, which may come from Con Ed or a third-party ESCO you signed up with. A jump in supply is often an ESCO rate.
Can Con Ed shut me off while I dispute a bill?
Not over the disputed charge, under New York’s Home Energy Fair Practices Act, as long as the dispute is on record. Keep paying the undisputed part.