IVR stands for Interactive Voice Response. It is our virtual phone system you can interact with when calling our Customer Care Center. The system helps you get the information you need to resolve your reason for calling without needing to speak with a Customer Service Representative. 

Our new IVR system has natural language processing capabilities. This means the system can listen and respond to you in English, like Siri or Alexa. The system will understand your questions with a high level of accuracy and should be able to fulfill your requests without having to speak to a Customer Service Representative. 

Spanish speaking customers will have similar options as they do today. Once the IVR recognizes the customer is Spanish speaking, there is a secondary menu with Spanish options that routes them to the correct queue. 

Our new IVR system will still be compatible with TTY, a third-party service for customers with speech or hearing disabilities. 

There is a possibility that you will need to wait for a live agent if they are all busy talking to other customers who were in line before you. Once placed in the queue, you will receive an estimated wait time. Explore our self-service options here. There are many things you can do without the help of a representative. 

• Phone on the account OR the account number
  
  
• Account holder last 4 of social (or last 4 of tax ID, if it is a non-residential account)
  
  
• Street address number

Our Customer Call Center is open Monday through Friday, 7 a.m. to 7 p.m.  

Our automated system is available 7 days a week - 24 hours a day.