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Frequently Asked Questions

1. What is "competitive choice" and what does it mean for me?
2. Who is Sunwave?
3. How can Sunwave help me?
4. Does Sunwave serve residential and business customers?
5. What information do I need to sign up?
6. How do I sign up with Sunwave?
7. Who delivers my bill? And who do I call if I have a power outage?
8. Why do prices and products change from time to time?
9. Once I sign up, when will my Sunwave service start?
10. Will there be power outages while I'm waiting for Sunwave service to start?
11. What type of billing options do you offer?
12. Where can I find information about Connecticut's energy market prices and providers?
13. What happens when my Sunwave contract expires?
14. If I cancel with Sunwave, will I be charged a fee?
15. What happens if I move?
16. I already have a contract with another energy supplier – what do I do?
17. If I have a complaint about my household's power services, who do I call?

1. What is competitive choice and what does it mean for me?
Historically, the provision of electric generation supply service was restricted to local distribution companies. Today however, since regulations have changed you have the power to shop for the electricity supplier you want. As an independent service provider, Sunwave secures wholesale prices and offers affordable products and solutions directly to you.

2. Who is Sunwave?
Sunwave is a leading electric supply service provider operating in Connecticut with affiliates in Pennsylvania, Massachusetts and Ontario.

3. How can Sunwave help me?
Sunwave’s simple and cost-effective energy plans, products and dedicated customer service allow you to efficiently and effectively manage your electricity costs for your home and/or business.

4. Does Sunwave serve both residential and business customers?
Yes. Sunwave serves homeowners as well as commercial and industrial clients.

5. What information do I need to sign up?
Have a copy of a current electricity bill handy. Everything you need to sign up is on your bill.

6. How do I sign up with Sunwave?
You can sign up directly on our website or contact the customer care team who will help select the plan that’s right for you.

7. Who delivers my bill? And who do I call if I have a power outage?
Your bill comes from your local utility company and Sunwave is listed as your supplier on the bill. Sunwave is responsible for the procurement of your electric generation service and your local utility provides delivery service and emergency response and billing. There will be no change to the delivery and level of service from your local utility.

8. Why do prices and products change from time to time?
Sunwave periodically introduces new plans and prices to reflect changes in the market. If you’re looking for a product or price not listed on our website, contact Customer Care to see what other products and prices are available.

9. Once I sign up, when will my Sunwave service start?
Your service starts once Sunwave has confirmed the enrolment of your account, with the plan you’ve selected with your local utility. The start date is typically the first day of the bill cycle following the date you signed up with Sunwave. Note that Sunwave must allow the government mandated rescission period to elapse prior to submitting an enrolment request. It will take a minimum of 5 business days from the day you sign up before Sunwave can confirm your enrolment with your local utility.

10. Will there be any disruption of service if I sign up with Sunwave?
No. Your local utility remains responsible for the physical delivery of electric service to your home or business. The switch to Sunwave is seamless and independent of the delivery service provided by your local utility.

11. What type of billing options do you offer?
You’ll continue to receive a monthly bill from your local utility. Sunwave will be listed as your supplier of electric generation service.

12. Where can I find information about electric supply market prices and providers?
Customers can find information as follows:

1. Connecticut - www.energizect.com
2. Pennsylvania - www.papowerswitch.com
3. Massachusetts - www.mass.gov/eea/energy-utilities-clean-tech/

13. What happens when my Sunwave contract expires?
You’ll receive a renewal notice from Sunwave 30-60 days before your contract expires, showing your renewal product offer and price, based on current market conditions. If you don’t select a different product/price or don’t notify Sunwave about terminating your service within the allotted timeframe, your price will convert to the offer mentioned in your letter of renewal.

14. If I cancel with Sunwave, will I be charged a fee?
Many of Sunwave’s services contain a cancellation fee. Each plan clearly identifies cancellation fees, if any. In order for Sunwave to offer affordable, reliable and stable service to our broad customer base we must purchase energy by wholesale. For each cancelled contract, Sunwave incurs a cost that comes from adjusting our wholesale supply commitments. However, once a contract is cancelled you’ll be switched back to your local utility or, at your request, to another supplier and your power will continue without interruption.

15. What happens if I move?
Let us know if you plan to move in order to have your Sunwave account transferred to your new address. If you move to an area Sunwave doesn’t currently service, your agreement with Sunwave will be terminated at no cost to you.

16. I already have a contract with another electric supply service provider but I want to switch. What do I do?
Sunwave takes care of the transition for you. Once Sunwave is successfully enrolled with your local utility as the electric generation service provider for your account, your current service provider will be dropped on the same day Sunwave starts as your new provider. Please note that if you’re terminating an agreement with another provider you may be charged an early termination fee.

17. If I have a request or question regarding electric distribution service, who do I call?
Call your local utility. They deliver the electricity that Sunwave supplies.

For all of your energy questions and comments, call 1-855-4SUNWAV (1-855-478-6928). We’re here to help!






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