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FAQ

The latest information, news, and highlights from UGI Utilities

FAQ's

Billing

How do I get assistance in understanding my utility bill?

See Understand Your UGI Bill for an explanation on the different sections of your utility bill.

What are the ways by which I can pay my bill?

UGI offers a variety of options to pay your bill, including:

Online options:

Offline options:

    • Pay by mail—An addressed envelope is included with your paper bill to send back to UGI. Click here to view the mailing addresses.
    • Pay in person at authorized pay site—click here to find a location near you.
    • Pay by phone—Call 877-503-2956 to pay your bill over the phone using a credit/debit card or bank account. There is a fee charged by a third-party biller; UGI does not keep this fee.

Are there automated payment options to pay my bill?

Yes. UGI offers an automatic payment option through our Online Account Center after you create a username and password for your account. When you sign up for AutoPay, your bank will transfer the exact amount of your monthly utility bill—from the account you designate—to UGI on the due date of the bill. You will be able to see the amount due and payments made by logging into your account online, rather than receiving a paper bill from UGI. Create an online account to sign up or login to your existing account.

What is the Budget Billing Plan?

Budget Billing is beneficial to customers whose usage varies widely from month to month or seasonally, such as customers whose bills remain low in the summer but go up in the winter for home heating. When you sign up for Budget Billing, UGI estimates your annual usage and spreads that amount evenly over the Budget Billing Plan period to calculate your monthly bill amount. Your monthly Budget Billing payment may be adjusted every three months to keep the payment in line with your actual energy usage. UGI compares the amount of energy actually used with the amount that was estimated and determines if an adjustment to your monthly payment is necessary. Your monthly bill amount may also be adjusted up or down based on changes in UGI’s rates. At the end of the 12th month, if there is a difference between what you’ve paid and your actual usage, we’ll settle your account.

In order to enroll in Budget Billing, your account must be paid up to date. Continued participation requires that payments be made on or before the due date each month. Create an online account to sign up or login to your existing account.

Am I able to extend my payment date?

Residential customers who are on a fixed income may be eligible for the UGI Due Date Extension Program. If you qualify, you’ll be given additional time to pay your bill without late fees. Get information on the Fixed Income Due Date Extension Program and how to apply.

Is there assistance for customers who are temporarily unable to pay their utility bill?

UGI understands that certain circumstances arise for customers, resulting in their inability to pay their utility bill. UGI offers a number of customer assistance programs to help people who make a sincere effort to pay their bill. Click here to learn about UGI’s customer assistance programs. To apply, call 1-800-UGI-WARM.

Can I still view bill inserts even if I pay online?

Yes, click on this link to view bill inserts for residential and commercial/industrial customers.

How do I update my contact information?

If you need to update information such as your name, address, phone number and other information, please login to your account to make the changes or email customerservice@ugi.com.

How do I start or stop my service?

UGI offers the online forms to conveniently assist customers with these services.

You can also reach a customer service representative at 1-800-276-2722 to schedule these services.

Can I view my utility usage and past bills/payments online?

Customers who have created an online account are offered a graphical representation of their monthly usage data in the Usage module. There you can also view the cost related to your usage by selecting ‘$’ and can download the entire data in Excel or PDF format. Using the date picker, you can view your usage data up to the past 36 months. Logged-in users can also compare that usage against their usage in the same period the year before through the Compare module. A complete billing history can be viewed by online account users through the Billing module. Login to your account. If you haven’t yet created an online account to take advantage of these features, create one here.

Am I able to get alerts when my bill is due?

Yes, you will be alerted when your bill is due based on your choice of notifications (e.g., email, text). In the My Account module on the Online Portal, under ‘Settings,’ you may choose text/email notification for ‘Connect Me,’ ‘Billing,’ and ‘Outage.’ Login to your account.

How can I save money in the future?
How do I change or reset my online account password?

On the Online Account Portal:
1. Select ‘Change Password’ from ‘Settings.’
2. Provide the valid mandatory information and click ‘Save’ to save the changes.

Your new password must meet the following criteria:
1) 8 characters minimum up to max of 24
2) Must contain one capital letter
3) Must contain one numeric
4) Must contain one special character (e.g., *, &, @, #)

Note: If you have unsuccessfully attempted a password change three times, you may contact us via email through the Connect Me module or via phone at 800-276-2722 to assist with login. Login to your account.

If you forgot your password, click here to reset it.

What do I do if I experience log-in problems on www.UGI.com?

Please contact us via email or by dialing 800-276-2722.

How do I pay online using my credit or debit card?

Customers who have created an online account are able to make payments using a credit or debit card through the Billing module. After electing to pay your whole bill amount or some portion of the amount due, you are able to choose your desired payment method. Here you would select “Credit/Debit Cards.” By selecting “Make a Payment,” you will be redirected to KUBRA’s EZ-Pay platform.

If you need to pay with a credit or debit card and do not wish to make an account, click here. Please note that a $3.95 convenience fee is applied by the third-party vendor for each transaction.

Remember, it is always free to set up payment through a bank account here.

Where can I find my bank routing number?

Routing numbers are nine digit numbers that can also be referred to as bank routing numbers, routing transit numbers and ABA numbers. This code identifies your financial institution and it can differ depending on where you opened your account and type of transaction you make. There’s a number of ways you can find your Account/Bank Routing number. On your paper checks, your account number and bank (ABA) routing number can be found at the bottom of your checks. The other methods require confirmation with your financial institution.

If multiple addresses are registered with a single online account, how can I view the related information of each address?

The list of all your registered addresses will be displayed in ‘Property Address’ section of the ‘My Account’ module.

To view the information of other address(es):

1. Navigate to ‘Property Address’ in ‘My Account’ module.
2. Select the address as default using radio button and save the information.

OR

Choose the address from ‘Select the address’ drop down on the tool bar.
Note: The entire flow of information across the application changes based on the address selected.

Login to your account.

Why is my bill higher than normal?

There are several reasons why your bill could be higher than usual. Did your energy usage increase during the billing period? Is your bill based on an actual meter reading, or is it estimated? It helps to have the prior year’s bill to compare with the current month’s bill. View your usage comparison by logging into your online customer account.

How do I download the UGI My Account app?

Go to App Store/Playstore and search for UGI Online Account Center and click download. You can then register or log in to your existing account.

My UGI bill should be exempt from PA State Tax. Why is there tax reflected on the bill?

There is often confusion around the statement on the left column of every UGI and PNG customer bill: Your current UGI charges include state taxes totaling about $0.XX. For customers exempt from PA State Tax, UGI is not applying Pennsylvania State Tax to your bill. The state tax amount displayed on your bill actually represents an approximate amount of money from your bill that goes toward various state taxes paid by UGI. These include Public Utility Realty Tax, Capital Stock Tax and State Corporate Net Income Tax. The state taxes amount is not an additional charge—it is built into your total bill. On a related note, the PA State Tax Surcharge shown on the right column of your bill under “Current Bill Information” allows UGI to track changes to various state taxes listed above.

How do I find the average amount of natural gas I use per day?

The midsection of every customer bill includes a graph that measures the average amount of natural gas your home or business uses per day. The graph tracks usage over the past 13 months to provide you with easy reference as to how much you have used during the year. Further assisting you in measuring your gas usage is a chart, located below the graph, listing your average daily usage. For residential customers, this is measured in CCF, or hundreds of cubic feet; for industrial and commercial customers, it is measured in MCF, or thousands of cubic feet. In addition, the daily temperature for the current billing month is listed against the same month the previous year. UGI calculates the average daily usage for customers by dividing either the CCF or MCF billed by the number of days in the bill cycle. To provide a daily temperature, UGI accumulates hourly temperatures from various locations. At the end of the day, a “gas day” average temperature is calculated for each of the areas by taking the weighted average of 24 hourly temperatures.

What is the difference between distribution and commodity charges?

The distribution charge includes all of the costs UGI incurs to own, operate and maintain its pipeline systems, which deliver natural gas to customers’ homes. The distribution charge also includes the costs associated with providing customer and emergency response services.

The commodity charge reflects the actual cost of the natural gas a customer consumes. All costs for the gas customers consume is passed along to them with no mark-up by UGI. In other words, UGI purchases the natural gas supply from producers and re-sells it to the customer at the same price. UGI makes no profit on the sale of the natural gas customers consume, and consumers have the right to choose the company that generates their natural gas.

Customer Choice

Can UGI recommend a supplier?

UGI must remain neutral regarding your supplier selection. We cannot provide prices or recommendations on suppliers. We can only tell you if they are approved to sell electricity to you. You must make your own choice of supplier.

How do I compare suppliers?

Make a list of the questions you have for suppliers before you contact them. Make sure the prices suppliers quote you in ccf (one hundred cubic feet of natural gas) for a true “apples to apples” comparison or in kwh (kilowatt hours of electricity) . Write down the information so that you can compare offers. Be sure all of your questions are answered.

What are some of the questions I might ask a supplier?

  • Natural Gas only: What is your price per ccf of natural gas? Does this price include transportation?
  • Electric only: What is your price per kwh of natural gas? Does this price include transmission and alternative energy costs? (All electric sales in Pennsylvania must include a Pennsylvania mandated percentage of alternative energy)
  • Is this rate constant or can it change?
  • Do I need to sign a contract? What is the length of the agreement?
  • Are there penalties for switching or canceling?
  • Are there restriction on how much electricity or natural gas you may us or when you use it?
  • Do the quoted rates include taxes?
  • Are there any other fees?
  • Will I get one bill or two? Do I have a choice?
  • Do you offer any special incentives or bonuses?
  • What other products or services do you offer?
  • Will you still get service from a supplier if you have an outstanding balance on your bill or bad payment history?

Will I save money? How much?

It’s really up to you. You may choose the supplier by lowest price or based on other service features or options. When comparing prices, be sure you have UGI’s current Price to Compare.

For you to save money, a supplier’s price must be lower than UGI’s price to compare. To calculate how much money you might save, subtract the supplier’s price per ccf from UGI’s price and multiply the difference by the average ccf you use each month. For electric, do the same calculation with kwh instead of ccf. This will give you an idea of your potential monthly savings. Be aware, however, that natural gas and electric prices fluctuate, so the amount of your total savings might vary over time.

How do I sign up with a supplier?

  • Contact your chosen supplier. The supplier will send you a statement outlining the terms of your agreement. Take the time to read and understand your agreement. Make sure all verbal promises appear in writing. You may cancel your choice within three days of receiving it. Some suppliers may also ask you to sign and return a contract. Keep a copy for your records.
  • Your supplier will notify UGI.
  • Soon after your supplier contacts UGI, you will receive a letter from UGI confirming your choice of supplier. Make sure this is the supplier you chose. If it’s not, you have 5 days to notify UGI to correct the error.
  • If everything is correct in your confirmation letter, your choice will go into effect after your next meter reading date.

How do I change or cancel my supplier?

In order to change or cancel your current supplier, you must first contact that supplier directly and make sure you are able to cancel (based on your contract with them). If you are eligible to cancel, and you do so, you will automatically revert back to UGI until you choose another supplier.

What is the difference between the distribution and commodity rates?

The distribution charge includes all of the costs UGI incurs to own, operate and maintain its pipeline systems, which deliver natural gas to customers’ homes. The distribution charge also includes the costs associated with providing customer and emergency response services.

The commodity charge reflects the actual cost of the natural gas a customer consumes. All costs for the gas customers consume is passed along to them with no mark-up by UGI. In other words, UGI purchases the natural gas supply from producers and re-sells it to the customer at the same price. This is the price to compare with suppliers. UGI makes no profit on the sale of the natural gas customers consume, and consumers have the right to choose the company that generates their natural gas.

Infrastructure

If UGI is working at/near my house, will my gas service be interrupted?

There are instances where gas service must be interrupted. If your gas service is turned off, a UGI employee will need to get into the house to restore service. Be sure to ask for ID.

Does UGI provide advance notice to residents who will be impacted by main/infrastructure replacement work?

UGI makes every attempt to contact residents who will be affected by any work being done. However, there may be times when advance notice is not possible. If you are a UGI customer, please update your contact information, including your daytime, evening and cellular numbers on your online account.

Why was someone walking through my yard with a device?

The Public Utility Commission (PUC) mandates surveys of services and mains, so you may see a person walking through a yard with a survey instrument. The person would be from UGI or our subcontractor, Heath Consultants, and will have ID.

Why did a contractor and not UGI do the work to install/repair the gas service line? Are the contractors equally qualified?

UGI uses subcontractors for large projects and to assist with seasonal work variations. UGI and its subcontractors receive thorough training on properties of natural gas, gas distribution facilities, special tooling and personal protective equipment. UGI provides programs to maintain and enhance the skills of its construction workforce. Please rest assured that we are only using qualified contractors in compliance with federal and state regulations and industry standards regarding natural gas pipeline operations. All contractor crews are trained to these specifications and regularly checked to verify their qualifications. UGI inspectors also ensure contractor compliance.

How long will the crew dig up my street?

Length of work varies based on the type of job and is also impacted by weather. With residential conversions, it usually takes one to three days for the installation of the gas service line. Main replacements in a residential area on a large block generally take three weeks to a month.

Why are flaggers on my street?

For the safety of our crews and residents, UGI tries to close roads when working. However, if closing a road is not an option, we often rely on flaggers to help control traffic flow and keep the roads, our employees and contractors safe.

Why are “no parking” signs on my street?

Our parking signs state the hours and times when parking within the designated area is prohibited. Outside of those hours, people are permitted to park. However, you must move your car again when UGI comes back to do work. If there are any questions or concerns, please ask to speak with the crew foreman. Handicap needs will always be accommodated.

If you don’t see any crews, please know that sometimes signs are posted but the crew is not available on that day due to unforeseen weather issues or a schedule change. If parking signs, limiting parking, are up for over three business days and weather was nice, please call UGI. Otherwise abide by the signs.

Why are paint markings and flags on my street/property?

All utilities, including UGI, must mark lines prior to anticipated construction. Excavators or anyone digging must call Pennsylvania One Call at least three days before excavation. Call 811 is a good source of information regarding protecting utility lines.

Markings are required for any purpose including utility work, building a pool, installing a fence and so on. You can ask the locator (person marking lines) why lines are being marked in or around your area. Each color corresponds to what is buried below ground:

  • Red – Electric
  • Orange – Communications, telephone/CATV
  • Blue – Potable water
  • Green – Sewer/drainage
  • Yellow – Gas/petroleum pipeline
  • Purple – Reclaimed water
  • White – Premark site of intended excavation

Is UGI responsible for yard, sidewalk and driveway restoration?

When UGI is performing main maintenance/replacement work, we handle any restoration of yard, sidewalk, or driveways that are disturbed in the construction process unless the municipality has previous plans to pave.

For other types of construction, there are instances where restoration is the customer’s responsibility. Your UGI Sales Representative can explain any items that are the customer’s responsibility.

When will UGI repair/repave the sidewalk in front of my property?

If the sidewalk or street is disturbed and it is UGI’s responsibility to make final restoration (see above FAQ), UGI will immediately backfill it with sand and stone to avoid any safety hazards. We then need to wait a minimum of 90 days to allow for the settlement of materials before repairing the sidewalk or repaving the street. This work is also seasonal and cannot be completed in the late fall/winter months. Final repair/repaving can take three months to a year. Your safety is our top priority. If you identify any hazards, please contact UGI and we will expedite paving or repairs or redo the temporary paving or repair until permanent restoration can be done.

Why is there a crew working on my street?

There are a variety of reasons why a UGI crew might be working on your street, including infrastructure/main replacement, installation of gas services and leak checks. Crews will have identification on them. If you have questions, please ask to speak to the crew foreman.

Rebates & Savings

How do I participate?

Install qualifying ENERGY STAR® gas equipment in your home or business, then visit the rebates page for an application. You can apply through our online portal or print and mail an application form to the address on the form.

When can I participate?

Rebates are subject to funding availability.

  • UGI-Gas Equipment rebates are available for qualifying equipment installations made on or after January 1, 2017.
  • UGI-PNG Gas Equipment rebates are available for qualifying equipment installations made on or after January 1, 2018.
  • UGI Electric Rebates are availabile starting June 1, 2016.

Why is UGI offering this program?

UGI cares about our customers. For that reason, we voluntarily filed this Energy Efficiency and Conservation (“EE&C”) Program with the Pennsylvania Public Utility Commission. The program is designed to help our customers make their utility bills more affordable. The program is also designed to encourage customers to utilize efficient gas equipment instead of costly and less environmentally friendly sources like oil, coal and electricity.

Who is eligible to participate in the Gas Equipment Rebate program?

All Residential UGI-Gas & UGI-PNG customers and Commercial UGI-Gas & UGI-PNG customers taking service under Rate N or NT are eligible to participate. UGI-CPG customers are not yet eligible. If you are a gas customer, please click here to verify your current eligibility for these programs by zip code. If you have any questions, please email savesmart@ugi.com.

Who is eligible to participate in the Electric Rebate program?

All Commercial and Residential UGI Electric customers are eligible to participate.

Does it matter what kind of equipment I am currently using to qualify?

No. You can be currently using any kind of fuel or equipment as long as it is being replaced with an ENERGY STAR® appliance.  However, UGI Electric customers are only eligible for UGI Electric programs while UGI-Gas and UGI-PNG customers are only eligible for UGI Gas programs.

How do I find a contractor to install my equipment?

For a full list of UGI contractors you can visit our Find an HVAC Contractor page.

Can I install the equipment myself?

Yes. You are eligible for the rebates with DIY installations.

How long will it take to receive my rebate check?

Generally, 4 to 6 weeks after approval.

Can I get multiple rebates if I install multiple pieces of equipment?

Yes. The only rebate that has quantity restrictions is for the Wi-Fi thermostats with a limit of two (2) per household. There are no quantity restrictions on any other rebate.

How much energy will I save?

Energy savings will vary depending upon the type of equipment being replaced and the new equipment being purchased, along with personal usage patterns.

What if I am not a UGI Customer?

Unfortunately, you must be either a UGI-Gas, UGI-PNG or UGI Electric customer to qualify for the rebate programs. Continue to check with both your electric and natural gas utilities about their current rebate offerings.

Who do I contact if I have more questions?

Please send an email to savesmart@ugi.com or call the UGI Customer Service Center at 800-276-2722.

Switching to Natural Gas

Does UGI install the natural gas equipment or only the gas service?

UGI installs only the gas service line. You will have to contact an HVAC contractor to purchase and install the equipment (natural gas furnace, water heater, dryer, range, fireplace, etc.). For a list of qualified contractors in your area, visit our Contractor Locator.

How long will it take to get a natural gas service installed?

In general, it takes six to eight weeks from the time you request natural gas service until the installation is complete.

How much does installation cost? Is there any other amount I am responsible for paying?

Your UGI Conversion Representative can provide the cost details for installation of the gas service line and any other fees. These costs will also be outlined in your Customer Agreement.

Will I need to get permits prior to the work being done on my property?

UGI will secure all required street rights of way and permits; your HVAC contractor will obtain permits for work done inside of your home.

Will UGI dig up my yard or driveway to install the natural gas lines? If so, am I responsible for paying for any damage to my lawn or driveway?

mainservice - Frequently Asked Questions

The image to the left depicts placement of a natural gas main (1), natural gas customer service line (2), and natural gas meter (3).

UGI crews will need to dig a trench to install gas facilities. UGI crews make every effort to minimize the disruption on how the trenching may impact your property. Your UGI Conversion Representative can review, in detail, where the natural gas facilities will be placed, and what restoration steps will be taken.


Once the new gas service line and meter are installed, how long until my sidewalk is restored?

In most instances when installing a new service line, it is the customer’s responsibility to restore the sidewalk. However, in those cases where the sidewalk is disturbed and it is UGI’s responsibility to make final restoration, UGI will immediately backfill it with sand and stone to avoid any safety hazards. Then we need to wait a minimum of 90 days to allow for the settlement of the materials before restoration of the sidewalk. Paving is also seasonal and cannot be completed in the late fall/winter months. Repaving can take three months to a year.

I have propane equipment that is not that old. Can I convert it to natural gas?

Please contact an HVAC contractor to review your propane equipment and provide you with information about whether the equipment can be converted. Your contractor will provide information about costs associated with the conversion. To find a contractor in your area, use our Contractor Locator.