MassDOT expands hours at customer service centers starting Saturday

Boston – The Massachusetts Department of Transportation (MassDOT) has announced a “grace period” for drivers without transponders who then sign-up for an E-ZPassMA account as the Commonwealth transitions to all electronic tolling and ends manual toll collections at 9:45 p.m., on Friday, October 28.

In addition, MassDOT is expanding hours at customer service centers on October 29, and October 30, in order to meet the demand by the public this week for transponders, and to accommodate the weekend shutdown of the website and customer service hotline, which is necessary to transition to the new EZDriveMA system.

The grace period will ensure that vehicle owners who intend to get a transponder are not penalized for not having an active transponder when All Electronic Tolling goes live at 10 p.m., Friday, October 28.

The grace period will function as follows:

• If any driver without a transponder passes underneath an All Electronic Tolling gantry, the vehicle owner will receive a Pay By Plate invoice in the mail.
• The vehicle owner can choose to pay the Pay By Plate invoice, or, choose to apply to receive a free transponder and will receive a credit for the difference between the Pay By Plate rate and the E-ZPassMA rate. After paying their Pay By Plate bill in full, customers will be credited the difference on their new E-ZPassMA account.
• Customers will be able to take advantage of this program online, or by calling or visiting a customer service center.
• After receiving that Pay By Plate invoice, if a customer logs on to MassDOT’s new website (www.EZDriveMA.com), the customer may convert their Pay by Plate account to an E-ZPass MA account by using the “convert” feature. This feature requires customers to pay their invoice in full and open a transponder account.
• For the first 6 months, this program will be offered on any current Pay By Plate bill a customer receives, and then after 6 months, on just the first Pay By Plate bill a new customer receives.
• During the first 6 months, in the event a customer ignores their first invoice, MassDOT will still honor the grace period and E-ZPassMA rate, but customers will still need to honor the late fines associated with the bill. MassDOT strongly discourages travelers from ignoring their Pay By Plate notices and encourages drivers to pay these invoices or contact the customer service center as soon as possible.

This grace period was instituted earlier this month as a result of comments made by the MassDOT Board of Directors at an August 2016 Board meeting. MassDOT also received a great amount of feedback from several public meetings held throughout the Commonwealth, and chose to implement this incentive discount program for drivers.

The first transition to All Electronic Tolling which the public may notice will begin on October 28, at 6:45 p.m., when the existing E-ZPass MA customer service online site will go off-line until 7 a.m., Tuesday, November 1. This outage is necessary in order to update and activate the new EZDriveMA system. Members of the public with concerns or questions may email Aetinfo@dot.state.ma.us

The electronic tolling gantries will “go-live” on October 28 at 10:00 p.m., and will begin to collect vehicle information as drivers pass under the gantries over the highway. The existing tolling websites (www.ezpassma.com and www.paybyplatema.com) will be shut down, and the new www.EZDriveMA.com website will be activated for informational purposes only. Due to system migration, on-line services, such as signing up for an E-ZPass MA account, viewing customer’s existing accounts, and paying Pay By Plate invoices for the Tobin Bridge or toll violations will be unavailable until November 1, at 7 a.m. Customer walk-in service locations will be open with extended hours for in-person assistance and account signups for private individual accounts, (not commercial accounts), beginning on Saturday, October 29.

Customers should note that only credit cards and checks will be accepted at these locations during “go-live” weekend. Customers who wish to pay in cash must wait until Tuesday, November 1, to do so at a service center. Please note that transponders issued during the weekend of October 28 may not be activated until up to 5 days later.

The location and hours over the weekend for service centers are as follows:

East Boston – 145 Havre Street
Saturday, Oct. 29: 8 a.m. – 10 p.m.
Sunday, Oct. 30: 8 a. m. – 10 p.m.
Monday, Oct. 31: 7a.m. – 7 p.m.

Natick – Service Plaza on I-90, (the Massachusetts Turnpike), Eastbound at Mile Marker 117
Saturday, Oct. 29: 8 a.m. – 10 p.m.
Sunday, Oct. 30: 8 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Auburn – 27 Midstate Drive
Saturday, Oct. 29: 8 a.m. – 10 p.m.
Sunday, Oct. 30: 8 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Lee – Service Plaza on I-90, (the Massachusetts Turnpike), Eastbound, between Exits 1 and 2
Saturday, Oct. 29: 8 a.m. – 10 p.m.
Sunday, Oct. 30: 8 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Ludlow – Service Plaza on I-90, (the Massachusetts Turnpike), Eastbound (temporary sign up location)
Saturday, Oct. 29: 8 a.m. – 10 p.m.
Sunday, Oct. 30: 8 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Ludlow – Service Plaza on I-90, (the Massachusetts Turnpike), Westbound
Saturday, Oct. 29: 8 a.m. – 10 p.m.
Sunday, Oct. 30: 8 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Saugus – 1201 Broadway, Route 1 South
Saturday, Oct. 29: 9 a.m. – 9 p.m. (Closing time of the Square One Mall.)
Sunday, Oct. 30: 9 a.m. – 6 p.m. (Closing time of the Square One Mall.)
Monday, Oct. 31: 9 a.m. – 7 p.m.

Charlton – Service Plaza on I-90, (the Massachusetts Turnpike), Eastbound (temporary sign up location)
Saturday, Oct. 29: 7 a.m. – 10 p.m.
Sunday, Oct. 30: 7 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Framingham – Service Plaza on I-90, (the Massachusetts Turnpike), Westbound (temporary sign up location)
Saturday, Oct. 29: 7 a.m. – 10 p.m.
Sunday, Oct. 30: 7 a.m. – 10 p.m.
Monday, Oct. 31: 7 a.m. – 7 p.m.

Additionally, in-person signups will still be available at any RMV and Massachusetts AAA location during the office business hours. For a complete list of locations and hours please visit www.mass.gov/ezpassma.

MassDOT appreciates the patience of the public during the transition from manual toll collection and believes community members will soon see the benefits of electronic tolls, including, an increase in safety, a lessening of traffic congestion, and a reduction of greenhouse gases.