Smell Gas or Have
an Emergency?
Common Questions
Have Questions? We’ve Got Answers. Below are some of the most common questions we receive. If you don’t see what you need, feel free to contact our Customer Service team and we’ll be glad to help.
How do I report the smell of gas or a possible leak?
How do I report the smell of gas or a possible leak?
If you smell gas or suspect a leak, leave the area immediately and call 911, then call Southeast Gas at 800.660.8683. Don’t use any electrical devices or phones near the suspected leak.
What does natural gas smell like?
What does natural gas smell like?
Natural gas is odorless, but we add a harmless chemical called mercaptan that smells like rotten eggs to help detect leaks. If you ever smell this, take it seriously—leave the area and call us.
What should I do before digging in my yard?
What should I do before digging in my yard?
Always call 811 before digging. A technician will mark underground gas lines so you can dig safely.
How do I open a new account?
How do I open a new account?
You’ll need your state-issued ID, service address, and proof of ownership or rental agreement. Apply for service online here or contact our Customer Support team.
When will my gas be turned on?
When will my gas be turned on?
We work hard to activate your service on your requested date. Requests are processed during business hours, Monday–Friday (excluding holidays).
Why is there a connection fee?
Why is there a connection fee?
The connection fee covers the cost of sending a technician to your home or business to safely start service.
Can someone else pay my bill for me?
Can someone else pay my bill for me?
Yes! Anyone can make a payment on your account. However, account details are only shared with the account holder or an authorized contact.
Why haven’t I received my bill yet?
Why haven’t I received my bill yet?
New accounts may take up to 45 days for your first bill. Postal delays can also occur. Need it faster? Access your online account or sign up for paperless billing.
Why is my bill high when I haven’t used much gas?
Why is my bill high when I haven’t used much gas?
Billing reflects past usage—typically 28–31 days prior. Weather, holidays, or guests could increase usage during that time.
Why am I still receiving a bill after disconnection?
Why am I still receiving a bill after disconnection?
Natural gas is billed after it’s used. You may still receive a bill for usage prior to your disconnection date.
What is the $10 service charge on my bill?
What is the $10 service charge on my bill?
This helps cover the cost of meter reading, billing, and system maintenance.
Can I change my due date?
Can I change my due date?
Bills are due upon receipt, but a grace period (typically 15 days) is built in before any penalties apply.
How long do I have before my gas is turned off for non-payment?
How long do I have before my gas is turned off for non-payment?
If your bill isn’t paid by the due date, your account may become subject to disconnection.
Does Southeast Gas offer AutoPay?
Does Southeast Gas offer AutoPay?
Yes! You can enroll in AutoPay here. Payments are automatically deducted each month—simple and secure.
Is there a fee for paying with a debit or credit card?
Is there a fee for paying with a debit or credit card?
Yes. A fee of $2.95 or 2.95% (whichever is greater) applies to card payments.
When is the free pilot light-up service offered?
When is the free pilot light-up service offered?
From October 1–31, we offer a free visit to relight your gas appliances. Service is provided in the order requests are received.
Can I turn off service in the summer?
Can I turn off service in the summer?
Yes! You can request a free summer disconnection (with a minimum $10.40 bill). We’ll return in October to relight your appliances for free.
What are your office hours?
What are your office hours?
Offices are open Monday–Thursday, 7:30 a.m.–5:30 p.m. (Some close 12:00–12:30 p.m. for lunch.) Fridays are phone service only from 7:30 a.m.–5:00 p.m.