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Frequently Asked Questions
Check here for answers to the most common questions asked by our customers.
Natural gas emergency contact numbers in and outside metro Atlanta, and natural
gas safety.
Atlanta Gas Light Company (AGLC) handles all gas emergencies.
In Metro Atlanta: 770-907-4231
Outside Metro Atlanta: 1-877-427-4321
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.)
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.
Carbon monoxide poisoning symptoms may include flu-like symptoms, dizziness, fatigue,
nausea and heart palpitations.
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.
Answers to the most frequently asked questions about signing up for Gas South natural
gas 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).
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. See our Pay-As-You-Go Program page for more information.
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.
Yes. Gas South uses credit screening to help keep rates as low as possible for our
customers.
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.
Gas South does not currently require a deposit from a residential customer who is
approved for service.
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).
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).
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).
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.
Atlanta Gas Light Company (AGLC) will maintain and physically supply natural gas
to your home or business through their pipelines.
Yes. Gas South uses the latest security measures, including powerful encryption
tools, to ensure your information remains secure.
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.
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.
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.
Yes. Gas South monthly Customer Service Fees range from $5.95 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.
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.
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.
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.
You should receive you first bill within forty-five (45) days of when your service
was turned on or your market switch took effect.
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 Commercial Terms
and Conditions. When you select a fixed rate plan, you agree to remain on that plan
for the term of the rate plan.
Our fixed rate plans have a cancellation fee if you do not complete the full term of your 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.
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.
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 $5.95 to $15.95.
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.
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.
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.
Answers to the most frequently asked questions about your Gas South natural gas
bill.
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.
If you have questions about your Gas South natural gas bill, please contact us or call us at 1-877-472-4932.
Gas South monthly Customer Service Fees range from $5.95 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.
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.
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.
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.
In accordance with the Residential Terms and Conditions or Commercial 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.
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.
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.
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.
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.
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.
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.
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