FAQ

Visit Your UGI Bill Explained page for an explanation on the different sections of your utility bill.

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

Online options:

• Online Portal – Go paperless and pay electronically. Create a username and password to pay your bill online through your checking or savings account. Log in to your existing account on the homepage or create a new account.
• Make a one-time payment online with checking account — no fee
• Make a one-time payment online with a credit/debit card – no fee

Offline options:

• • Pay in person at authorized pay site — find a pay site location near you.
  • Pay by phone — Call 800-276-2722 to pay your bill over the phone using a credit/debit card or bank account – no fee
  • Pay by mail — An addressed envelope is included with your paper bill to send back to UGI
    • Mail Payments to: UGI Utilities, P.O. Box 15503, Wilmington, DE 19850-5503

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 log in to your existing account.

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 log in to your existing account.

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.

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. Learn about UGI’s customer assistance programs. To apply, call 1-800-UGI-WARM.

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

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.

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. Log in to your account. If you haven’t yet created an online account to take advantage of these features, create one here.

Yes, you will be alerted when your bill is due via email. In the My Account module on the Online Portal, under ‘Settings,’ you may choose email notification for ‘Connect Me’ and ‘Billing,.’ Log in to your account.

View our energy conservation tips or find out more about our UGI Save Smart program.

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 logging in. Log in to your account.

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

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

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.”

If you need to pay with a credit or debit card and do not wish to make an account, go directly to the payment site. There is no fee. You will need your UGI account 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.

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.

Log in to your account.

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 in to your account.

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.

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.

The midsection of every customer bill includes a graph that measures the average amount of energy your home or business uses. 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 energy usage is a chart, located below the graph, listing your average daily usage. For residential natural gas 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. Electric is measured in kWh, or kilowatt hours. 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.

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.

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 or natural gas to you. You must make your own choice of supplier.  View list of approved natural gas suppliers on our Natural Gas Suppliers List page or PA Gas Switch. View list of approved electric suppliers on our Electric Suppliers List page or PA Power Switch.

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.

• 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 electricity? 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?

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.

• 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.

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.

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.

Your decision to utilize email for account specific and general correspondence is strictly voluntary.   You may opt-in to email delivery by calling us at 800-276-2722 or setting your Email Correspondence Preferred Notification Preference to ON in the UGI Online Account Center as shown below.  To update or check your current preference, please login at https://onlineaccount.ugi.com/portal/.

Your decision to utilize email for account specific and general correspondence is strictly voluntary, and your consent may be rescinded at any time by contacting us at 800-276-2722 or setting your Email Correspondence Preferred Notification Preference to OFF in the UGI Online Account Center as shown below.   To update or check your current preference, please login at https://onlineaccount.ugi.com/portal/.

When you opt into the Email Correspondence Preferred notification preference, you will receive the following types of account-specific electronic correspondence:

• Returned Payment Notifications
• Voided Check Notifications
• Past Due Account Notifications
• Deposit Notifications
• Outstanding Refund Notifications
• Choice Supplier Confirmations (Enrollment, Unenrollment, Switch)
• Landlord Notifications Residential (Vacancy and Discontinuance)
• Tax-Exempt Letter
• Final Bill Reminders
• Customer Assistance Program (CAP) Notifications.
• Service Activation Requirements Letter

No, you will no longer receive a paper copy via USPS for the correspondence noted above.

No, a customer is only able to consent to receive email delivery of account notifications within their UGI Online Account Center profile or by speaking with a UGI Customer Care Representative at 800-276-2722.  However, you may have already elected to receive account-specific correspondence electronically.  You can check your current election in the UGI Online Account Center. After logging in, visit the Notification Preferences page under the Account menu and refer to the Email Correspondence Preferred preference setting.

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. Learn more about asking for ID to protect yourself from scams.

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 by logging into your online account.

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.

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.

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.

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.

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.

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

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.

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.

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.

Review equipment eligibility requirements, then purchase and install eligible, high-efficiency equipment in your home or business and 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.

Rebates are subject to funding availability.

• UGI natural gas equipment rebates are available for qualifying equipment installations made on or after November 1, 2019.
• UGI electric equipment rebates are available for qualifying equipment installations made on or after June 1, 2019.

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.

All UGI natural gas residential and commercial customers in Pennsylvania taking service under Rate R, RT, N, NT, DS or LFD are eligible to participate. UGI customers in Maryland are not eligible. If you have any questions, please email savesmart@ugi.com.

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

No. You can be currently using any kind of fuel or equipment as long as it is being be replaced with eligible, high-efficiency natural gas equipment. However, UGI Electric customers are only eligible for UGI Electric programs while UGI natural gas customers in Pennsylvania are only eligible for UGI Gas programs.

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

As long as you purchase and install eligible, high-efficiency equipment there is no issue with self-installation. On the application where it states “Contractor” input self-installed. As per our normal procedure, an inspection may be required before an incentive is given.

Generally, 4 to 8 weeks after approval.

Yes. The only rebate that has quantity restrictions is for the smart thermostats with a limit of two (2) per household.

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

Unfortunately, you must be a current or new UGI natural gas residential and commercial customer in Pennsylvania or a 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.

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

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.

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.

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.

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

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.

Most simple projects take between 6 and 12 weeks from the time you apply for natural gas service until the installation is complete. Project complexity, local and state permitting restrictions and weather can all affect the project timeline. Your UGI representative will provide you with an estimated project duration.

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.