Call Us for Support and Service
Our phone system quickly guides you to the right place so you can manage your account and get the answers you need.
What can Phone Support do for you?
Report Emergencies
Make a Payment
Report a Payment
Get Account Detail
Enroll or Manage Budget Billing
Enroll in Autopay
Enroll in Payment Arrangements
Find Energy Assistance Info
Find a Payment a Location
Update Contact Information
Energy Efficiency Information
Connect with a Live Agent
Make Payments
Pay your bill with ACH, credit, debt and more! View your payment history from anywhere.
Enroll in Programs
Opt-in to programs such as Paperless Billing, Budget Plan, AutoPay and Alerts.
Other Ways to Manage Your Account
Popular Links
Before you call
Be prepared with the following:
- Phone on the account OR the account number
- Account holder last 4 of social (or last 4 of tax ID, if non-residential)
- Street address number
Automated Voice Menu Available
24/7
Talk to a Representative Weekdays
7 a.m. to 7 p.m.
Frequently Asked Questions
Understanding spoken language
Minimize your hold time
Is there a wait time to speak with a Customer Service Representative?
Thank you for your response.
What options are available through the automated voice system?
For the state of Ohio, the automated voice menu offers the following:
AUTOPAY
- Enroll
- Cancel
- Learn more about AutoPay
BILLING
- Obtain Amount Due/Due Date/Last Payment
- Obtain Payment History
- Obtain information on High Bill (Reasons/Explanation)
BUDGET
- Enroll in the Standard Month Budget Payment Plan (if eligible)
- Cancel Standard Month Budget Payment Plan - Obtain Budget Payment Plan Info/Monthly Budget Amount
CHOICE PROGRAM
- Obtain General Choice Program Information
- Process Pending Choice Enrollment Cancellation
CREDIT
- Request quote to restore service
ENERGY ASSISTANCE
- Obtain Information on Federal Assistance Agencies
- Obtain Information on HEAP (PIPP Program - Heatshare & Winter Crisis Program)
ENERGY EFFICIENCY AWARENESS
- Obtain information on Columbia Service Partners (HomeServe)- Obtain information on WarmChoice
PAYMENTS
- Pay by Credit Card, Debit Card, Electronic Check (3rd Party) - Routes customer to Paymentus
- Obtain Local Payment Centers
- Obtain Payment Mailing Address
- Report a Payment/Enter
Payment Receipt
PAYMENT ARRANGEMENTS
- Enroll in 1/6th Payment Plan
- Enroll in 1/9th Payment Plan
- Enroll in 1/3rd Payment Plan (Winter Heating Season Plan) - Only offers during the Winter Heating Season
- Information
on the 1/3rd Payment Plan (Winter Heating Season Plan) - Only offers during the Winter Heating Season
- Use the SRO ($175) - Only offers during the SRO period
- Info on PIPP plus (% Income Payment Plan)
- Set up Payment
Extension (Promise to Pay /1st trip delay)
GAS SERVICE
- Schedule Disconnect/Turn Off Order - Residential
- Schedule Disconnect/Turn Off Order - Commercial/Non-Residential
- If stopping service (disconnect/turn off); Provide/Update Forwarding
Address for Final Bill; Provide Meter Access Arrangements
- If stopping service (disconnect/turn off), provide information on the new owner or occupant
ACCOUNT INFORMATION
- Update Phone Numbers (Home, Business, Mobile)
- Update Mailing Address
Thank you for your response.
How can I authenticate my account?
To make receive information and/or to make changes to your account, you must be able to prove you are authorized to do so. You must provide the following information:
- Phone on the account OR the account number
- Account holder last 4 of social (or last 4 of tax ID, if it is a non-residential account)
- Street address number
Thank you for your response.
During what hours are Customer Service Representatives available?
Our Customer Call Center is open Monday through Friday, 7 a.m. to 7 p.m.
Our automated system is available 7 days a week - 24 hours a day.
Thank you for your response.
How can I start a chat?
To start a chat on the website, click on the blue speech bubble with three dots in the lower right-hand portion of any webpage on our site.
To start a chat on our mobile app, you must log in, then click "Chat with us" under the Contact & Support menu.
Thank you for your response.
What types of questions can the automated chatbot answer?
The bots have been designed to answer the basic questions and inquiries of customers such as, but not limited to:
- Account Balance Inquiry
- Different Ways to Pay their Bill
- Understanding Bill Charges
- Financial Support
Thank you for your response.
Do I have to be logged in to use chat?
You do not have to be logged in to use chat on our website although some questions cannot be answered until you log in or authenticate yourself using JITA (just in time authentication). When needed, the virtual assistant will direct you to log in.
To access chat on our Mobile App, you must log in to use our chat feature.
Thank you for your response.
Is there a wait time to chat with a customer service representative?
There is a possibility that you may need to wait for a
live agent if they are all busy talking to other customers who were in
line before you. Once placed in queue, you will receive an estimated wait
time.
Thank you for your response.
What area(s) of the site will chatbot direct me to?
Our chatbot has been designed to direct customers to the right place on our websites to do things such as, but not limited to:
- Paying their Bill
- Enrolling in Programs (paperless, autopay, budget plan, alerts etc.)
- Seeking Financial Assistance
- Managing Account & Profile
Thank you for your response.
How do I end my chat?
Click the "X" in the upper right-hand part of the chat
window, then click the "Confirm End Chat" button.
Thank you for your response.
Download the Columbia Gas mobile app today!
