Following are answers to frequently asked questions. If your question is not answered here, or if you'd like more information, please contact us.

Account Information

How do you stop or start service due to moving?
If you are moving and need to stop or start service, please visit Start or Stop Service and complete the online form.

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How do you update the email address or phone numbers listed for your account?
If you are not an e-Bill customer, you can update your email address or any phone numbers listed for your account at Update Your Profile. e-Bill customers can update their email address within e-Bill Paperless Billing & Payment.

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How do you change the billing address for your account?
You can modify your billing address for your account at Update Your Billing Address.

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How can you change your username?
We're sorry, but you are not able to change your online username. If you would like a new username, you will need to register for online access. If you are currently enrolled in e-Bill, you will need to remove e-Bill under your current username and re-enroll in e-Bill under your new username.

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When trying to register for online access, you receive a message that your information is incorrect. What are you doing wrong?
When registering for online access, the account name and account number need to be entered exactly as they appear on your bill. Peoples Gas offers guidance on how to read your bill. If you are still having troubles, please contact us.

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Billing & Payments

What is Peoples Gas' mailing address?
Our payment address can be found on the Mailing Address page.

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Can you pay your bill with a credit card?
Yes. Our Quick Payment option lets you pay your bill instantly with a credit card or debit card. However, a service fee will apply.

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How do you update your bank account information for Automatic Payment or e-Bill?
For Customers enrolled in Automatic Payment:
If you would like to update your bank account information, please sign-up online. When you fill out the form, the new information will replace any existing bank information.

For Customers enrolled in e-Bill:
Within e-Bill Paperless Billing & Payment, select "View Payment Accounts" to view a list of your active accounts. From there, you will be able to change the account information or delete old accounts.

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You need 12 months of your energy data for tax purposes. Can you get this online?
Yes, this can be found at View Bill History. If you are not registered for online access, you will need to register.

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You are not receiving your e-Bill email notifications letting me know your bill is available. Do you know why?
This primarily occurs for one of two reasons: Spam or an incorrect email address. If you didn't change your email address, we recommend that you check your email spam folder. Occasionally, messages are flagged as spam by email service providers. By adding us to your address book, you can avoid this from happening in the future. Please check your email program for more details about managing spam.

To verify your email address is correct:
  1. Login to e-Bill
  2. Your email address is found in the top-right corner of the screen. If it is incorrect, click on the link labeled "Update Your e-Bill Email Address".

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You were enrolled in Automatic Payment, and recently signed up for e-Bill. Why was your last payment not deducted from your account?
Because e-Bill offers an automatic payment option, you were removed from the utility Automatic Payment plan. This is to ensure that duplicate payments are not deducted from your account. If you'd like to continue making automatic payments through e-Bill, simply select the automatic payments option found under "Worry-free Options." You will then need to re-enter your financial information.

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Why can't you schedule an e-Bill payment on your due date?
We're sorry, but our e-Bill application does not allow for the scheduling of same-day payments in order to allow for the necessary processing time. If you want your bill to be paid on your due date, you will need to schedule it up to two business days in advance.

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You are having difficulty paying your energy bills. What services do Peoples Gas offer?
Yes, if you are behind on your energy bills, or think you might become behind, we offer billing options, financial assistance and payment plans to help. Visit Energy Assistance page or call 24-Hour Customer Service at 866-556-6001 to discuss the options available to you.

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What is the "Customer Charge" on your bill?
The Customer Charge is a fixed charge that does not change with the amount of natural gas used. It covers a portion of those costs related to delivering safe and reliable natural gas to our customers, such as the pipes and meters.

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Why is your bill so high?
There are many reasons why a bill may appear high, including changes in the amount of natural gas you use, the effects of weather on your energy use, and changes in energy prices. When trying to determine why your bill is high, first compare your gas use this year with last year's use. For example, in winter, consider whether temperatures are colder than last year; if so, you can expect your heating bill to be correspondingly higher.

Also, remember that natural gas prices fluctuate quite a bit, especially during the winter. Peoples Gas doesn't own natural gas fields, so we must buy natural gas from suppliers. Because prices on the market are generally lower in summer, that's when we purchase much of the gas we expect customers to use during the winter. We store the gas in a storage facility and then draw from it during the winter. However, we must also purchase gas on the market to supplement our stored supply. If market prices are higher, customers' bills could be correspondingly higher.

If you are unsure of what may be causing your higher bill, please contact us.

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What's a therm?
Natural gas is billed using an energy unit called a therm. A therm is equal to 100,000 British Thermal Units (BTUs), or approximately 100 cubic feet (1 CCF) of gas. Your meter measures the volume of gas you use in hundreds of cubic feet. Each month, that volume is converted into therms by a BTU Factor that accounts for the actual energy produced by each CCF.

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WEC Energy Group