Check here for answers to the most common questions asked by our customers.

Natural Gas Emergencies and Safety Natural gas emergency contact numbers in and outside metro Atlanta, and natural gas safety. Who do I call for emergencies, or if I smell gas? Atlanta Gas Light Company (AGLC) handles all gas emergencies. In Metro Atlanta: 770-907-4231 Outside Metro Atlanta: 1-877-427-4321 How do I know if I have a gas leak? Natural gas is colorless and invisible. When it burns, it should appear as a clear, blue flame. Since natural gas is odorless, a special chemical called Mercaptan is added to make it easy to detect a leak. (Mercaptan smells like a rotten-egg.) What is carbon monoxide? Carbon monoxide is a highly poisonous gas that has no odor, taste or color. If natural gas equipment is not maintained and operated properly, it can produce carbon monoxide. It is recommended that all homes and businesses have carbon monoxide detectors. How do I know if I have carbon monoxide poisoning? Carbon monoxide poisoning symptoms may include flu-like symptoms, dizziness, fatigue, nausea and heart palpitations. What do I do if I think I have carbon monoxide poisoning? Prolonged exposure to carbon monoxide can lead to death. If you believe you have been exposed to carbon monoxide, call 911, evacuate the home or business and get to fresh air. Signing Up for Service Answers to the most frequently asked questions about signing up for Gas South natural gas service. Can anyone sign up for Gas South service? Yes! Both residential and business customers in the Atlanta Gas Light Company (AGLC) service territory can sign up for Gas South natural gas service. Individual eligibility is based on credit screening. You can sign up for service online or by calling us at 1-877-332-5442 (for residential service) or 1-877-270-3790 (for business service). Does Gas South offer a program for credit-challenged customers? Yes. Gas South offers our Pay-As-You-Go Program as an alternative to the Regulated Provider Program and to bring choice and savings to credit-challenged natural gas customers. Does Gas South need my Social Security Number when signing up for service? Yes. Gas South requires a Social Security Number for residential customers for identification and credit screening. Gas South requires either a Federal Employer Identification Number or a Social Security Number for business customers. Does Gas South check my credit when signing up for service? Yes. Gas South uses credit screening to help keep rates as low as possible for our customers. Does Gas South offer a senior discount? Yes. Gas South offers customers age 65 and older Senior Rate Plans which provide a 2-cent discount off all our standard residential rates and discounted monthly customer service fees beginning at $3.95 for credit qualified seniors. Atlanta Gas Light Company (AGLC) also offers a Senior Citizen Discount (PDF 34KB) on their base charges. Are there fees for signing up for service? Yes. Gas South can require a connect fee of up to $75 for a residential customer and up to $125 for a business customer signing up for service. This fee includes the Atlanta Gas Light Company (AGLC) connect fees of $25 to $50. These fees do not apply to customers switching their natural gas service to Gas South from another natural gas provider. Does Gas South require a deposit for service? Gas South does not currently require a deposit from a residential customer who is approved for service. Is there a difference in the sign up process if I am turning on new service versus switching my service from another provider? No. The Gas South sign up process is the same. If you are switching from another provider, you will need your AGL Account Number which is listed on your bill from your current provider. You can sign up for service online or by calling us at 1-877-332-5442 (for residential service) or 1-877-270-3790 (for business service). Is there a difference in the sign up process if I am moving into a new home or business that does not have a meter? The Gas South sign up process to turn on new service is the same regardless of whether a new meter needs to be installed. You can sign up for service online or by calling us at 1-877-332-5442 (for residential service) or 1-877-270-3790 (for business service). Do I need to notify my current provider if I intend to switch my service to Gas South? No. You do not need to contact your current provider, and your natural gas service will not be interrupted. Switching involves an administrative change rather than a physical change. Under deregulation, Atlanta Gas Light Company (AGLC) maintains and physically supplies natural gas to your home or business, regardless of your provider. You can sign up for service online or by calling us at 1-877-332-5442 (for residential service) or 1-877-270-3790 (for business service). If I switch my service to Gas South will my current provider charge me cancellation fees? An early cancellation fee may apply if you do not complete the full term of a fixed rate plan. You should review the Terms and Conditions of your current provider agreement to determine if a cancellation fee applies. What is the role of Atlanta Gas Light in my natural gas service? Atlanta Gas Light Company (AGLC) will maintain and physically supply natural gas to your home or business through their pipelines. Can I sign up for service online? Yes! Sign up for service now! Will my personal information be safe if I sign up online? Yes. Gas South uses the latest security measures, including powerful encryption tools, to ensure your information remains secure. How will I know if my application was accepted if I sign up online? At the end of the enrollment process, you will receive a confirmation page with your Enrollment ID. You will also receive a confirmation email with your Enrollment ID. You can use the Enrollment ID to check your enrollment status online or by calling us at 1-877-472-4932. Will I receive anything confirming the details of my enrollment? When you sign up for Gas South service you will receive a welcome letter in the mail confirming the details of your enrollment. Your welcome letter will include your Enrollment ID which you can use to check your enrollment status online or by calling us at 1-877-472-4932. How can I check the status of my enrollment? You can use your Enrollment ID from your welcome letter, or email confirmation (for online enrollments), to check your enrollment status online or by calling us at 1-877-472-4932. If you signed up online, your Enrollment ID will also be listed on your confirmation email. Does Gas South charge a monthly customer service fee? Yes. Gas South monthly Customer Service Fees range from $3.95 to $15.95. This fee varies based on the rate plan selected and your individual credit score. The Customer Service Fee covers the cost of servicing your account. Can I schedule the exact date and time to turn on my natural gas service? Gas South will determine the earliest date that Atlanta Gas Light Company (AGLC) is available to turn on your service. You may select that date or later to turn on your service. You cannot schedule a turn on more than 90 days in advance. The appointment is usually a four (4) to eight (8) hour window. How long will it take to switch my gas service from my current provider to Gas South? The overall process to switch to Gas South will typically take ten (10) to forty (40) days. We will work with Atlanta Gas Light Company (AGLC) and your current provider to switch your service to Gas South. Why might it take over a month to switch my gas service to Gas South? Atlanta Gas Light Company (AGLC) processes all market switch requests and delays can occur. If you sign up for service by the 15th day of the month, your switch will typically take effect on the 1st of the following month. If you sign up for service after the 15th day of the month, your switch may not take effect until the 1st of the subsequent month. For example, if a switch request is received and successfully processed by AGL on the 10th of January, the switch will take affect on the 1st of February. If a switch request is received and successfully processed by AGL on the 23rd of January, the switch will take effect on the 1st of March. When should I expect to receive my first bill? You should receive you first bill within forty-five (45) days of when your service was turned on or your market switch took effect. Does Gas South require a contract? Gas South does not require a written contract. By accepting natural gas service from Gas South you agree to our Residential Terms and Conditions or Business Terms and Conditions. When you select a fixed rate plan, you agree to remain on that plan for the term of the rate plan. Is there a fee for canceling my service? Our fixed rate plans have a cancellation fee if you do not complete the full term of your plan. What is the difference between a fixed rate plan and a variable rate plan? There are two basic types of rate plans that all natural gas providers may offer: fixed and variable. Fixed rate plans guarantee a set rate per therm for the term of the rate plan. Variable rate plans' rate per therm fluctuates on a month to month basis with the natural gas market. What happens when my fixed rate plan expires? You will receive written renewal notification thirty (30) to sixty (60) days before your current rate plan expires. To select a new fixed rate plan, you may renew online, via your renewal letter remittance slip, or by calling us at 1-877-472-4932 to select a new fixed rate plan. If you do not renew or contact us, you will automatically move to our Variable Rate Plan when your current rate plan expires. When I renew or change my current rate plan, will my customer service fee stay the same? The rate plan selected and your individual credit score are used to determine the new customer service fee anytime you renew or change your rate plan. Gas South monthly Customer Service Fees range from $3.95 to $15.95. What is the difference between the introductory variable rate and the variable rate? The introductory rate is for new customers signing up for our Variable Rate Plan. After your first month, you will continue on the Variable Rate Plan which fluctuates month to month with the natural gas market. Why does the Grand Plan have such a low rate per therm? The Grand Plan is a fixed rate plan that features a significantly lower rate per therm to offset the slightly higher Customer Service Fee. Customers with annual consumption greater than 1000 therms save money on the Grand Plan versus our 12 month Fixed Rate Plan. Click Here for more information on the savings. What is a Therm? A Therm is a unit for measuring natural gas consumption and is used to calculate your Gas Charges. See How to Read Your Monthly Bill (PDF 114KB) for an example of these charges. What is a Thermal Factor? Atlanta Gas Light Company (AGLC) measures your consumption in CCFs, or hundreds of cubic feet of gas volume. Gas South bills in Therms. The Thermal Factor is used to convert CCFs to Therms. It is the natural gas industry standard to bill in Therms. See How to Read Your Monthly Bill (PDF 114KB) for an example of this conversion. Understanding Your Bill Answers to the most frequently asked questions about your Gas South natural gas bill. How do I read my bill? We have provided a helpful How to Read Your Monthly Bill (PDF 114KB) guide to help you understand your Gas South bill. Can I view my bill online? Yes! Online Account Services (e-Bill) is a convenient online service which allows you to view your bill and payment history, pay your natural gas bill, change or renew your rate plan, sign up for automatic bank draft and update your personal information. Who do I call for questions about my bill? If you have questions about your Gas South natural gas bill, please contact us or call us at 1-877-472-4932. What is the Gas South Customer Service Fee? Gas South monthly Customer Service Fees range from $3.95 to $15.95. This fee varies based on the rate plan selected and your individual credit score. The Customer Service Fee covers the cost of servicing your account. How does Gas South calculate my Gas Charge? Gas South determines your total consumption by subtracting your Beginning Read from your Ending Read to get your total CCFs Used. We then convert the CCFs Used to Therms Used. We multiply your Therms Used by your Rate per Therm to calculate your Gas Charges. See How to Read Your Monthly Bill (PDF 114KB) for an example of these calculations. Will there be any charges from Atlanta Gas Light on my bill? Yes. Atlanta Gas Light Company (AGLC) will forward all of your charges and fees to Gas South and they will appear as a portion of your Gas South bill. These charges include the monthly AGL Pass Through Charges and Meter Read Charge, as well as connect, reconnect and switch fees. AGL charges and fees are the same, regardless of which natural gas provider you choose. What is the difference between the AGL Number and the Gas South Account Number? Your AGL Number is the Atlanta Gas Light Company (AGLC) account number used to identify your service location. Your Gas South Account Number is used by Gas South to track your customer account. Why am I being charged a Late Fee? In accordance with the Residential Terms and Conditions or Business Terms and Conditions provided at the time of enrollment or renewal, Gas South charges a late fee if your current charges are not paid by the due date. How can I confirm my meter reads? Locate your gas meter at your home and compare the reading to the one found on your bill under How We Calculated Your Gas Charges: Ending Read. The reading on your meter should be higher than the one recorded on your bill. If you find it is lower, please call us at 1-877-472-4932. Why is this month's bill so high? Cold temperatures, your thermostat setting and adding additional gas appliances are a few of the reasons why your gas consumption may have increased. Learn more ways to save money on your natural gas bill with our Energy Saving Tips. If you still have questions, please contact us or call us at 1-877-472-4932. What is your bill dispute policy? If you think your bill is incorrect, please contact us within thirty (30) days of the date of the bill in dispute. You will not be responsible for paying the disputed portion of the bill during the investigation period but will be responsible for timely payment of charges not in dispute. Gas South will use good faith efforts to resolve any customer disputes in a timely manner. The resolution of the dispute will be communicated in writing to you within thirty (30) days of the receipt of the dispute. If you are still dissatisfied, you may contact the Georgia Public Service Commission. Why did I receive a bill that only has gas charges? Consumption charge only bills occur when Atlanta Gas Light Company (AGLC) does not provide AGL Pass Through Charges to Gas South during your meter read cycle. This can occur based on when you started, switched or stopped service. In rare cases, a consumption charge only bill is created when AGL provides a second meter reading for additional Gas Charges after your normal monthly bill was already created. Consumption charge only bills will include the AGL Meter Read Charge and Gas Charges but will not include AGL Pass Through Charges or a Customer Service Fee. Why did I receive a bill with no gas charges? Base charge only bills occur when Atlanta Gas Light Company (AGLC) does not provide a meter reading to Gas South during your meter read cycle. This occurs when AGL is unable to obtain a meter reading, the meter reading is the same as the previous meter reading, or you recently started, switched or stopped service. Base charge only bills will include AGL Pass Through Charges, a Customer Service Fee and possibly Interstate Pipeline Capacity Charges (for business customers) but will not include the AGL Meter Read Charge or Gas Charges. Why did I receive two final bills after I turned off my service? Depending on your meter read cycle and the date you turned off your service, Gas South may receive your Atlanta Gas Light Company (AGLC) Pass Through Charges separately from your consumption meter read. Gas South creates a bill as we receive these final charges. What happens if I receive a bill from a gas company that I did not choose? If you receive a bill from a provider you did not choose, then you may be a victim of "slamming." Slamming is the illegal practice of switching the natural gas provider of a residential or business customer without the customer's knowledge or permission. If you think you've been slammed, call the provider you chose and they will help you restore your service with them. Paying Your Bill Answers to the most frequently asked questions on bill payment options, authorized Georgia bill payment locations, and more. What is the Gas South mailing address for payments? Gas South P.O. Box 530552 Atlanta, GA 30353-0552 What are the Gas South billing and payment terms? Gas South bills monthly and payment is due by the due date indicated on the bill. If payment is not received by the due date, a late fee will be charged. Can I pay my bill in person? There are many convenient walk-in locations that will take cash payments on our behalf. There may be a service charge of up to $3.00 for these transactions. You can find an up-to-date list of locations on our Bill Payment Locations page. Can I pay my bill online? Yes. You can register for Online Account Services (e-Bill) to make a one-time payment using your checking or savings account (ePay) or use Speedpay® to make a one-time payment using a credit or debit card. Speedpay® charges a processing fee for each transaction. Does Gas South offer automatic bank draft? Yes. Gas South offers automatic bank draft (Auto Pay). Automatic bank draft is a convenient payment option in which your monthly payment is drafted from your designated bank account. Gas South does not charge a processing fee for this service. For more information, see Paying Your Bill. Does Gas South offer automatic payments with a credit card? No. Gas South does not offer automatic payments with a credit card. For more information, see Paying Your Bill. Does Gas South offer a budget payment plan? Yes. Gas South offers a residential Budget Bill Payment Plan as a convenient service that provides twelve (12) fixed monthly payments for your natural gas service. For more information see the FAQs: Budget Bill Payment Plan section below. (Pay-As-You-Go Program customers are not eligible for the Budget Bill Payment Program.) Is there a fee for a returned check? Yes. Gas South will charge a Return Check Fee of up to $25 if a check is returned due to insufficient funds. What happens if my payment is late? In accordance with the Residential Terms and Conditions or Business Terms and Conditions provided at the time of enrollment or renewal, Gas South charges a late fee if your current charges are not paid by the due date. How much is the late fee? The late fee is 1.5% interest on the past due balance, or a flat fee of $10 per month, whichever is greater. Is there a grace period before I will be charged a late fee? Gas South will charge a late fee to all residential and business customers who do not pay their current charges by the due date. What happens if I do not pay the late fee? Late fees will continue to accrue if your past due balance is not paid in full by the due date. Past due balances can ultimately lead to your service being disconnected. Can Gas South disconnect my service without notice? No. Gas South will deliver a written notice at least fifteen (15) days prior to the date of disconnection. Pay-As-You-Go Program customers will receive a disconnect notice with each bill. Can Gas South disconnect my service if my bill was late or if I am disputing any of the charges? No. Your Gas South natural gas service will not be disconnected for nonpayment for a bill that was not sent to you in a timely manner or for any portions of a bill that are part of a billing dispute. Does Gas South use a collection agency? Yes. Ten (10) days after your service has been disconnected for nonpayment, your account may be sent to a third-party collection agency for further action. You will receive written notification when your account has been sent to a third-party collection agency. If I my account was sent to a collection agency, can I make a payment to Gas South? Once your account is sent to a third-party collection agency, you should make your payment to the collection agency. If my service has been disconnected for nonpayment, but I pay my past due balance, can I have my service reconnected? Yes. Gas South will reconnect your service if you pay your past due balance within ten (10) days of when your service was disconnected for nonpayment. Gas South will charge a reconnect fee of up to $50 for a residential customer and up to $100 for a business customer, both of which include the Atlanta Gas Light Company (AGLC) reconnect fee of $25. If you pay your past due balance more than ten (10) days after your service was disconnected for nonpayment, you will need to sign up for new service and will be subject to credit screening. Where can I go for assistance with paying my bill? If you are having difficulty paying your bill, you may be eligible for financial assistance. For more information, please visit our Paying Your Bill page. Online Account Services (e-Bill) Answers to questions about our convenient and secure Online Account Services (e-Bill). What is Online Account Services (e-Bill)? Online Account Services (e-Bill) is a convenient online service which allows you to view your bill and payment history, pay your natural gas bill, change or renew your rate plan, sign up for automatic bank draft and update your personal information. Are Online Account Services (e-Bill) available to both residential and business customers? Yes. Both residential and business customers can register for Online Account Services (e-Bill). Is there a charge for Online Account Services (e-Bill)? No. Online Account Services (e-Bill) is a free Gas South service! If you decide to view and pay your natural gas bill through another website, such as your bank, portal or Speedpay®, the provider of that website may charge you processing fees. How do I register for Online Account Services (e-Bill)? We have provided simple Getting Started instructions to help you register for Online Account Services (e-Bill) and add your account(s). In order to register for Online Account Services (e-Bill), you will first need to create a user name and password. You will then be directed to add your account(s), using the following information from the top of a recent bill: - Gas South Account Number - Atlanta Gas Light (AGL) Account Number - Service Address Zip Code How long does it take to register for Online Account Services (e-Bill)? In most cases, your registration can be completed in just a few minutes. The account information you provide will be verified against your information in our billing system. If you receive an account information error message, try re-entering your account information as it appears on your current bill. If you still cannot add your account(s), please contact Customer Service at 1-866-762-6427 for assistance. Once I register for Online Account Services (e-Bill) will I be able to view my bills online? Yes. Once you have registered for Online Account Services (e-Bill) and added your account(s), you can view your bill and payment history online. What is EBPP? Electronic Bill Payment and Presentment (EBPP) is a secure way to receive email bill notifications and to pay your Gas South bill. EBPP allows you to use Gas South Payments (e-Pay) to make a one-time online payment using your checking or savings account. You must enroll in EBPP through Online Account Services (e-Bill). When will I receive my first email bill notification? Your first email bill notification will be sent as soon as you have enrolled on the Electronic Bill Payment and Presentment (EBPP) page. Your first bill notification will be for the most recent bill that was previously sent to you via the U.S. Mail. If you have not already submitted payment for this bill, you can submit your payment online. If you have already submitted payment for this bill, you don't need to do anything until you receive your next bill notification indicating your next bill is available to view and pay. Can I receive both an email bill notification and a paper bill? No. With Electronic Bill Payment and Presentment (EBPP), you choose either to receive an email bill notification or a paper bill via the U.S. Mail. In either case, you may view your bill online and use any of our bill payment options. The default option when you enroll for EBPP is to receive an email bill notification. To change this option Log In, go to the EBPP Page and select "Paper Bill". How long is my bill payment history viewable online? Gas South will allow you to view your last 12 bills and last 12 payments online. If you would like to keep additional bills or payments, we suggest you print a copy or save the data to your computer hard drive. If you need a copy of a past bill, you can also contact Customer Service at 1-866-762-6427. Can I still pay my e-Bill with a check? Yes. You can use any of our bill payment options, including mailing a check to our address that is listed below. Please print your Gas South Account Number on your check so that we can post the payment to your account as soon as possible. Gas South P.O. Box 530552 Atlanta, GA 30353-0552 When will the money leave my bank account and when do you credit my account? This depends on the payment option you select. Please review the details of each payment option on the Pay My Bill page after you log in. Do I get a confirmation number right away when I make a payment? Yes. When you confirm your payment request, we will provide you with a reference number. How can I retain a copy of the e-Bill Terms and Conditions? You may print the e-Bill Terms and Conditions page during registration in order to retain a printed copy for your records or click the e-Bill Terms and Conditions link online. What if I have questions about Online Account Services (e-Bill)? First, review our FAQs: Online Account Services (e-Bill) to see if we've already provided an answer to your question. If you don't find the answer online, you may either contact us or call us at 1-866-762-6427. How do I set up or change my account information? You may change your mailing address and phone number from the Account Information page. Additional pages are available to change your email address or change your password. If you need to make any other changes to your account, you may either contact us or call us at 1-866-762-6427. Can I use a bank account or credit card to make a payment? Yes. Once you log in, visit the Pay My Bill page for more details on all of the payment options available to Gas South customers. How do I make a payment if I cannot access my account online? You may mail us a check for your payment amount at any time. Please be sure to include your Gas South Account Number on your check, and mail it to the following address: Gas South P.O. Box 530552 Atlanta, GA 30353-0552 How do I edit a payment after I have made it? Depending on the payment type you have selected, you may modify or cancel a payment up to one banking business day before the scheduled payment date. Once you have logged in, please visit the Pay My Bill page for more details. How do I resolve disputes regarding my payments or account? To submit a dispute or inquiry against your account, you may either contact us by sending us an email with the relevant information or call us toll-free at 1-866-762-6427. How can I pay my bill automatically every month? Our Automatic Bank Draft (Auto Pay) payment option allows you to set up a recurring or repeating payment. Once you have logged in, please visit the Pay My Bill page for more details. If I have a problem, who do I contact? Please contact Customer Service at 1-866-762-6427. You may either contact us by sending us an email describing the problem or call us toll-free. What if I forget my user name or password? If you forget your user name or password, simply visit the Forgot Password page and we will retrieve your password once we match your user name, account number and email address. If you do not recall your user name and don’t have an email address, please contact Customer Service at 1-866-762-6427. If the e-Bill service or my internet service is down, who do I contact? Please contact Customer Service at 1-866-762-6427. If I lose access in the middle of submitting a payment, what do I do? A payment transaction is only completed once you've received a confirmation page with a reference number. All transactions are generally lost when your session is terminated for any reason. If you are unsure if your payment request has been processed, check the View Payment History page prior to making another payment. What if there is not enough money in my bank account when I make a payment? We automatically re-submit payments returned for non-sufficient funds once. If your payment fails the second time, your account will not be paid and your bank may charge you service fees for payments that could not be processed. How will my financial information be protected? Gas South knows that our customers value privacy and security. That’s why we store your financial information in an encrypted format in our database that is secured from all outside parties. Your financial account information will be partially masked (e.g., XXXXXX1234) whenever presented on the e-Bill website. When we process your payment, we encrypt the financial information and transmit the data to the banking network through a secure connection. Click here to find out more about encryption and security. How will my personal information be used? Your personal information will be used to activate your account for online billing. Your financial information will be used to process payments that you schedule through our e-Bill service. We do not sell your personal information to third parties who send unsolicited information. Can I opt out of having my personal information used at all? No. Your personal information is required for the processing, presentment, and payment of your bills. Will I get more "spam" by signing up for this service? No. The only information that will be sent to you will be related to your Gas South service. We do not sell your personal information to third parties who send unsolicited information. Budget Bill Payment Plan Answers to the most frequently asked questions about Gas South's Budget Bill Payment Plan. What is the Gas South Budget Bill Payment Plan? The Gas South Budget Bill Payment Plan is a convenient service that provides twelve (12) fixed monthly payments for your natural gas service. Is the Budget Bill Payment Plan available to all residential and business customers? No. The Budget Bill Payment Plan is only available to residential customers who do not have a past due balance, who are not on a pay plan or payment arrangement and who are not on the Pay-As-You-Go Program. Does the Budget Bill Payment Plan require a contract? No. The Budget Bill Payment Plan does not require a contract. You may request to be removed from the Budget Bill Payment Plan at any time. How does Gas South calculate my monthly payment amount? Gas South calculates your monthly Budget Payment based on your estimated annual rate per therm and estimated annual consumption. For new homeowners, Gas South calculates your Budget Payment based on typical monthly gas charges and service fees for a home of your size. How long do I have to stay on the Budget Bill Payment Plan? You may request to be removed from the Budget Bill Payment Plan at any time. However, the Budget Account Balance will immediately be applied to your account. If there is an outstanding (positive) balance, the Budget Account Balance will be due on your next bill. What is a Budget Account Balance? Your Budget Account Balance is the difference between your total Budget Bill Payment Plan payments and your actual charges. Your Budget Account Balance is used when we review your Budget Bill Payment Plan to recalculate your Budget Payment. How can I check my balance? Information on your Budget Account Balance can be found on your bill in the Budget Bill detail section. How do I know if my balance reflects a credit balance or if I owe more on my account? If your total payments are more than your actual charges, your Budget Account Balance will indicate a credit (negative) balance. If your total payments are less than your actual charges, your Budget Account Balance will reflect an outstanding (positive) balance that you would owe Gas South if you were removed from the plan. (For example, if your total payments on the Budget Bill Payment Plan totaled $600, and your actual charges totaled $870, you would have an outstanding balance indicating you owe Gas South $270.) Your Budget Account Balance is used to estimate your new Budget Payment (which may increase or decrease) when we review your Budget Bill Payment Plan. If I have a credit balance, can I use it to offset the current amount due on my bill? No. Your full Budget Payment is due each month by the bill due date. If I have a credit balance, can I request a refund? No. Credit Budget Account Balances are not refunded; they are used when we review your Budget Bill Payment Plan to recalculate your Budget Payment. How often does Gas South review my Budget Bill Payment Plan? Will my monthly payment ever change? At least once a year on your budget bill anniversary date, we review your Budget Bill Payment Plan and Budget Account Balance to determine if the Budget Payment needs to be increased or decreased due to changes in your gas consumption and/or the market price of gas. If it appears that you have or will have a significant Budget Account Balance, we may adjust your Budget Bill Payment Plan before your anniversary. How can I protect myself from accumulating a large balance? We will monitor your Budget Account Balance and will adjust your Budget Bill Payment Plan if necessary. You can monitor your Budget Bill Payment Plan on a regular basis. Information on your Budget Account Balance can be found on your bill in the Budget Bill detail section. Is it possible for me to be removed from the Budget Bill Payment Plan? Yes. You can be removed from the Budget Bill Payment Plan at your request or due to non-payment. Regardless of the reason, the Budget Account Balance will immediately be applied to your account. If there is an outstanding (positive) balance, the Budget Account Balance will be due on your next bill. Can I pay my monthly payment amount online? Yes. You may pay your bill using any of our convenient bill payment options. For more information, see Paying Your Bill. Pay-As-You-Go Program Answers to the most frequently asked questions about Gas South's Pay-As-You-Go Program. What is the Pay-As-You-Go Program? Gas South’s Pay-As-You-Go program is designed to bring choice and savings to customers (re)establishing their credit. This program allows you to obtain natural gas service by paying the expected charges for gas you will use over the next 30 days, at the beginning of the service period. No deposits are required under this program. Can I enroll for the Pay-As-You-Go Program online? No. If you are approved for the Pay-As-You-Go Program, we require additional information that is not currently supported by our online enrollment process. To sign up for service with the Pay-As-You-Go Program, call us at 1-877-347-7243. When will I receive my first Pay-As-You-Go bill? Gas South will mail your first Pay-As-You-Go bill within a week of when you sign up for the Pay-As-You-Go Program. What time period will my Pay-As-You-Go Amount cover? Your Pay-As-You-Go Amount will be for the next 30 days of forecasted charges. How does Gas South determine my Pay-As-You-Go Amount? Gas South calculates your Pay-As-You-Go Amount based on the historical usage at your premise and current gas prices. What rate per therm will I pay with the Pay-As-You-Go Program? Gas South offers both a fixed and variable rate option with the Pay-As-You-Go Program. Visit our Residential Rate Plan page to check out our most current Pay-As-You-Go rate options. Do I need to pay the Total Amount Due if I believe my Pay-As-You-Go Amount is too high? Yes. Each month you must pay the Total Amount Due as shown on your bill. Failure to pay this full amount by on time may result in disconnection of your service. What happens if my actual charges differ from my Pay-As-You-Go Amount? Each month Gas South will calculate the difference between your actual charges and your Pay-As-You-Go Amount from your prior bill. Your current bill will be adjusted accordingly. This adjustment is called the Pay-As-You-Go Variance on your bill and is a component of your Total Current Charges each month. This adjustment process ensures you only pay for the gas you use. How much time do I have to pay my Pay-As-You-Go Program bill? Your Pay-As-You-Go bill is due 20 days after the bill date. Please note that an accelerated disconnection timeline applies to this program, whereby your gas service is subject to disconnection five days after the Due Date on the bill. Therefore, it is very important to pay your bill promptly. How can I pay my Pay-As-You-Go Program bill? Gas South supports a variety of payment options, which will be specified in each bill. You may also visit our Residential Payment Options page or contact Gas South Customer Service at 1-877-347-7243 to review all of our payment options. Atlanta Gas Light Company (AGLC) Answers to the most frequently asked questions about your local distribution company, Atlanta Gas Light Company (AGLC). Who do I call for emergencies, or if I smell gas? Atlanta Gas Light Company (AGLC) handles all gas emergencies. In Metro Atlanta: 770-907-4231 Outside Metro Atlanta: 1-877-427-4321 What is the role of Atlanta Gas Light in my natural gas service? Atlanta Gas Light Company (AGLC) will maintain and physically supply natural gas to your home or business through their pipelines. AGL will receive instructions from your natural gas provider (marketer) to connect, reconnect, and disconnect gas service as well as read your meter. In Georgia's deregulated natural gas industry, AGL is the distributor, Gas South is a provider (marketer), and you are the end-user. Will I receive a bill from Atlanta Gas Light for their services? No. Atlanta Gas Light Company (AGLC) will forward all of your charges and fees to Gas South and they will appear as a portion of your Gas South bill. These charges include the monthly AGL Pass Through Charges and Meter Read Charge, as well as connect, reconnect and switch fees. What is the AGL Base Charge? The AGL Base Charge is regulated by the Georgia Public Service Commission (PSC). This charge represents AGLC's cost of delivering gas to your home or business, pipeline maintenance and servicing your meter. This charge is the same for all natural gas providers. To learn more about your AGL Base Charges, please refer to the Guide to Atlanta Gas Light Charges on the AGL website. Is the AGL Base Charge the same for all customers? No. The AGL Base Charge differs for residential and business customers and is based on the AGL Dedicated Design Day Capacity (DDDC). The AGL DDDC is an estimate of how much natural gas must be reserved for a residence or business and is based on a customer's demand on the system on the coldest day of the prior year. AGL is responsible for determining and recalculating the DDDC on an annual basis and updates your DDDC each September. See How to Read Your Monthly Bill (PDF 114KB) for an example of the DDDC. If I move will I keep the same AGL Base Charge? No. Because the Dedicated Design Day Capacity (DDDC) is calculated for a premise and not a customer, if you move to a new location you may have a different DDDC at your new location. Because the DDDC is used to calculate the AGL Base Charge, you may have a different AGL Base Charge at your new location. Where will I find the AGL Base Charge on my bill? The AGL Base Charge will be listed as AGL Pass Through Charges and the AGL Meter Read Charge on your Gas South bill. See How to Read Your Monthly Bill (PDF 114KB) for an example of these charges. What are the AGL connect fees? Atlanta Gas Light Company (AGLC) charges a Connect Fee for customers moving into an address where there is existing gas service, regardless of whether the gas is currently turned on or off. This fee is currently $25. AGL charges a Meter Set Fee for customers moving into an address where a new meter has to be installed. This fee is currently $50. When would I be charged an AGL reconnect fee? Atlanta Gas Light Company (AGLC) charges a Reconnect Fee for a customer who has been disconnected for nonpayment but was able to pay the past due balance to restore service within ten (10) days. This fee is currently $25 for both residential and business customers. Can I turn off my service in the warm summer months to avoid paying the AGL Base Charge Yes. However, a customer who voluntarily disconnects service and reconnects service at the same premise within a twelve month period will be charged an Atlanta Gas Light (AGLC) Seasonal Fee. The AGL Seasonal Fee is currently $25 for a residential customer and $35 for a business customer. This fee does not include the connect fees of up to $50 for a residential customer and up to $100 for a business customer. What are AGL switch fees? Atlanta Gas Light Company (AGLC) customers may switch providers once every 12 months at no charge. AGL charges Switch Fees to customers who change providers more than once within a 12 month period of time. This fee is currently $7.50. Does Atlanta Gas Light offer a senior discount? Yes. Atlanta Gas Light Company (AGLC) offers an AGL senior citizen discount on their monthly AGL Base Charge. To qualify, you must be 65 years or older and on a fixed income of less than $14,355 a year. This discount is for the total amount of the AGL Base Charge, or $14, whichever is less. Please complete the AGL Senior Citizen Discount Application (PDF 34KB) or contact us and we will be glad to help you apply for the AGL Senior Citizen Discount. Gas South also offers Senior Rate Plans for customers who are 65 or older. If I have questions concerning the Atlanta Gas Light charges on my bill, whom should I call? Please contact us or call us at 1-877-472-4932 with any questions about the Atlanta Gas Light Company (AGLC) portion of your bill and we will be glad to assist you. General Questions Frequently asked questions about Gas South, natural gas services and the Georgia Public Service Commission. Is Gas South certified by the Georgia Public Service Commission? Yes. Gas South is approved and certified by the Georgia Public Service Commission (PSC) to buy and sell natural gas to residential and business customers. What are the Gas South customer service hours? Gas South Customer Care Representatives are available Monday to Friday from 8 a.m. to 8 p.m. and Saturday from 8 a.m. to 3 p.m. EST. Please contact us or call us at 1-877-472-4932. How do I sign up for Gas South service? You can sign up for service online or by calling us at 1-877-332-5442 (for residential service) or 1-877-270-3790 (for business service). You will need your Social Security Number or Federal Employer Identification Number. Who does service work for Gas South? Atlanta Gas Light Company (AGLC) does all natural gas service work for all gas providers in Georgia. This includes turning on gas service, meter reading and emergencies. Where can I learn more about Gas South? Please visit the About Us section of our web site for more information. What is Gas South's relationship with Cobb EMC? Gas South is a wholly-owned subsidiary of Cobb Electric Membership Corporation (Cobb EMC). Where can I find the terms of my Gas South natural gas service? You can find the terms and conditions of your Gas South natural gas service in the Terms and Conditions that were provided in your welcome letter or with your renewal letter. What do I do if I suspect fraud on my account? If you suspect fraudulent activity on your Gas South account, please call us at 1-877-472-4932. A customer care representative will provide you with a fraud package to complete and return to us so that we can investigate. What consumer protection rights are available? If you have a problem or dispute with a natural gas provider or a local distribution company that cannot be resolved, contact the Georgia Public Service Commission at 1-800-282-5813 or 404-656-4501.