Columbia Gas Customer Care: Practical, State-Specific Guidance

Emergency vs. routine issues: know the difference

If you smell natural gas, hear a hissing sound near a gas line or meter, or suspect carbon monoxide, treat it as an emergency. Leave the area immediately on foot, move to a safe location, and call 911 first. Then contact Columbia Gas using the 24/7 emergency number for your state (printed on your bill and posted on your state’s Columbia Gas website). Do not use email, chat, or social media for emergencies, and do not operate light switches or phones inside the affected building.

For non-emergencies—billing questions, setting up service, moving, meter reads, or appliance relights—use the customer care line or your online account. Most contact centers operate Monday–Friday during extended business hours (commonly around 7:00 a.m.–7:00 p.m. local time), while emergency dispatch is always 24/7. Routine service appointments are typically scheduled in 2–4 hour windows. Expect heavier call volumes at the beginning and end of each month and during the heating season (roughly October–March), so early-morning calls or online self-service can save time.

Find the right Columbia Gas company for your state

“Columbia Gas” is the brand for several NiSource utilities. Customer care, emergency numbers, rates, and assistance programs vary by state, so the fastest way to accurate information is your state-specific website. Your bill and meter tag will show your company name and service area.

Use the official landing page at columbiagas.com to choose your state, or go directly to the site below. From there you can access My Account, start/stop/move service, payment options, safety information, and the 24/7 emergency number for your area.

• Columbia Gas of Ohio: https://www.columbiagasohio.com/
• Columbia Gas of Pennsylvania: https://www.columbiagaspa.com/
• Columbia Gas of Virginia: https://www.columbiagasva.com/
• Columbia Gas of Kentucky: https://www.columbiagasky.com/
• Columbia Gas of Maryland: https://www.columbiagasmd.com/
• Parent company (NiSource): https://www.nisource.com/

How to reach customer care quickly and avoid repeat calls

For routine questions, use the My Account portal on your state site to view your balance, enroll in AutoPay or paperless billing, request a payment arrangement, or start/stop/move service. Many tasks that required phone calls five years ago now complete online in minutes. If you do call, you’ll move faster if you can authenticate immediately and state your exact goal (for example: “I need a payment arrangement through next Friday” or “I’m moving on the 28th and need a meter turn-on on the 29th between 8–12”).

Emergency lines are for life-safety only. For digging projects of any size—including fence posts and landscaping—contact 811 at least 2–3 business days before you dig to have underground utilities marked at no cost. You can submit tickets online at call811.com for most states. This protects you, avoids service outages, and is required by law in many jurisdictions.

Have this ready before you call or schedule

• Your Columbia Gas account number (from your bill or online profile) and service address.
• Government-issued ID details for identity verification and, if moving, your move-in/move-out dates and landlord contact (if required).
• Preferred appointment windows, a mobile number for texts, and assurance that an adult 18+ will be present if entry is required.
• For billing: recent payments (date, amount, method), proof of payment if applicable, and whether you want AutoPay, a payment plan, or budget billing.
• For service issues: appliance types (furnace, water heater, range), meter location, and any access constraints (locked gates, pets, alarm systems).

Start, stop, or transfer service: timelines, appointments, and deposits

Plan a move request 5–10 business days in advance. If your gas service is off at the meter, Columbia Gas typically schedules a technician to restore service and perform a light safety check; an adult (18+) must be present. Appointment windows are commonly 8 a.m.–12 p.m. or 12–4 p.m., with evening slots in some areas. If your meter is locked or the service has been off for an extended period, additional safety steps may be required.

Identity verification is standard. Depending on your credit review and state regulations, a deposit may be requested. If you’ve been a recent customer in good standing, you may be eligible for a deposit waiver. Landlords can enroll in landlord/owner programs to maintain service between tenants; ask customer care for the correct form and how to designate “always on” addresses.

During a turn-on visit, technicians may need access to each gas appliance to verify safe operation and relight pilots as needed. Clear a path to the meter and appliances, secure pets, and ensure someone can authorize entry. If the technician cannot access the property or appliances, you may need to reschedule, which can delay move-in or hot-water availability by several days during peak periods.

Billing, payments, and assistance programs

Your bill typically includes two major cost components: distribution charges (regulated delivery fees) and the cost of gas (a pass-through commodity cost adjusted periodically). The commodity price varies with market conditions; you can review current rates and riders on your state site. Many customers choose budget or “levelized” billing to smooth seasonal swings; this spreads costs into a predictable monthly amount with periodic true-ups based on actual usage.

Payment options include online one-time payments, AutoPay (bank draft or card), mail-in checks/money orders, and cash payments at authorized payment centers. If paying by credit/debit, a small third-party processing fee usually applies. Mailed payments can take 5–7 days to post; online bank drafts often post same day or next business day. If you need a payment arrangement, request it before your due date to avoid late fees and possible disconnection.

Energy assistance is available and varies by state. Federal LIHEAP helps with heating bills and crisis assistance; eligibility and application windows differ by location (learn more at acf.hhs.gov/ocs/low-income-home-energy-assistance-program-liheap). Ohio customers can explore PIPP Plus and other programs at energyhelp.ohio.gov. Pennsylvania customers may qualify for LIHEAP and utility-run Customer Assistance Programs; many are administered in partnership with Dollar Energy Fund (dollarenergy.org). In Maryland, the Office of Home Energy Programs (OHEP) information is at dhs.maryland.gov/ohep. Virginia residents can check commonhelp.virginia.gov for state-administered energy support. Customer care can also connect you with local Community Action Agencies.

Construction, meter access, and property considerations

Keep a clear 3-foot radius around outdoor meters and regulator vents year-round; ice, snow, or vegetation can impede safe operation or block emergency access. If your meter is inside, Columbia Gas may propose relocating it outdoors during infrastructure upgrades; you’ll receive written notice with scheduling instructions. Technicians always carry company ID—ask to see it if you’re unsure. For everyone’s safety, secure pets and provide unobstructed access to the meter and appliances before technicians arrive.

Planned pipeline replacement or maintenance projects come with advance notice (letters, door hangers, or emails). Expect temporary traffic controls, brief service interruptions to relight appliances, and restoration of lawns, sidewalks, or driveways after work is complete. Final restoration (like concrete or asphalt) may occur weeks later depending on weather and local permitting. If you have restoration concerns, contact the project number on your notice or call customer care with the work order reference printed on the door tag.

Planning a renovation or installing new gas appliances? Coordinate early. You may need a larger meter or higher capacity service line. Submit load details (BTU ratings of all gas appliances) and site photos when requesting an upgrade. Never enclose a meter or regulator in a sealed cabinet; code requires adequate ventilation and clear working space. For any digging, submit an 811 ticket at least 2–3 business days before work so underground lines are marked.

If you need to escalate a problem

Start with Columbia Gas: ask the representative to document your account with a detailed case number, recap what was promised, and request a callback time. Keep notes with dates, names (or agent IDs), and outcomes. If a field appointment is missed, call the same day to reschedule and request a priority slot if feasible.

If your issue remains unresolved after working with a supervisor or the dedicated complaint team, you can contact your state regulator. Each state posts consumer complaint procedures and utility contacts online: Ohio (puco.ohio.gov), Pennsylvania (puc.pa.gov), Virginia (scc.virginia.gov), Kentucky (psc.ky.gov), and Maryland (psc.state.md.us). Provide your Columbia Gas account number, the case number, relevant documents (photos, bills, notices), and a concise timeline of events. Regulators can facilitate resolution on billing disputes, payment arrangements, service quality, and restoration concerns.

How do I call Columbia Gas?

If you are not sure about a phone call, email, program, offer or person claiming to be affiliated with us, please call our customer care team at 1-800-344-4077.

How do I speak to someone at Columbia Gas of Ohio?

You can call us at 1-800-344-4077 to speak to a representative. Was this helpful?

What is Columbia Gas called now?

NiSource Inc.
NiSource Inc. is one of the largest fully regulated utility companies in the United States, serving approximately 3.5 million natural gas customers and 500,000 electric customers across six states through its local Columbia Gas and NIPSCO brands.

Is People’s Gas 24 hour customer service?

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