COVID-19 Frequently Asked Questions

Get answers to your questions about how Piedmont Natural Gas is responding to COVID-19.

  • A: As a part of your community, and as a provider of an essential service, we are determined to continue delivering the reliable natural gas service you need and expect while helping to protect the health and safety of our employees, neighbors and everyone around us.
  • A: We’re implementing preventive measures to help keep our employees as safe as possible. All those who can perform their work without being in an office or facility are working remotely. Employees who interact with customers may cancel or reschedule non-urgent appointments and services. When employees must be on-site, they have been directed to not shake hands, remain at least 6 feet away from other individuals, and to use virtual forms of communication where possible.
  • A: We’re implementing preventive measures to help keep our employees as safe as possible. All those who can perform their work without being in an office or facility are working remotely. Employees who interact with customers may cancel or reschedule nonurgent appointments and services. When employees must be on-site, they have been directed to not shake hands, remain at least 6 feet away from other individuals, or to use virtual forms of communication where possible.
  • A: We understand that many customers are facing unexpected financial hardships. To help, we suspended disconnections for nonpayment for home and business accounts from mid-March to October. All fees for late payments and returned checks were waived during that time, along with phone-based credit and debit card payment fees for residential accounts.

    We’ve also relaxed our usual timelines for payment arrangements. Customers have the option to request an extension or set up an extended payment agreement on any past-due balance. These deferred installments are in addition to future bills.


    Additionally, many assistance agencies have special funding available for individuals and families impacted by COVID-19. Customers can visit the Customer Assistance section of this website to help locate funds. In addition, 211.org is a division of United Way that helps connect customers with available financial support. You can visit the site online or simply dial 211.

  • A: It means that we won't disconnect customers' natural gas service if they haven't paid bills that are overdue. Since mid-March we have been allowing you extra time to pay if you need it. We have continued to read meters and send bills, so it's best to pay what you can to avoid building up a large balance that will be harder to pay off later. If you are in an unusual situation and need assistance, we'll work with you on an extension.

  • A: We have been monitoring restart activities and local orders in each of the states where we operate to determine when billing and payment practices can resume. Beginning in October, Piedmont Natural Gas resumed its standard billing and payment policies. We provided advance notice prior to this resumption of standard credit practices so customers had time to prepare. We know that recovery for many will take time, and we’re committed to giving everyone the same level of support.
  • Be aware of scammers who continue to target customers, threatening disconnection of service and asking for immediate payment over the phone. Piedmont Natural Gas never asks for personal information over the phone and never demands payment using money orders or gift cards. If you are unsure if a call or visit is legitimate, hang up or decline service and call customer service.

    While we are limiting all direct customer interactions to those practices necessary for the continuous delivery of reliable electric and natural gas services, there still may be occasional reasons for Piedmont personnel to visit your home or place of business. When doing so, we will follow increased safety protocols as defined both internally and by the CDC (Centers for Disease Control and Prevention), including wearing enhanced protective equipment and following strict social distancing practices. All employees and representatives conducting work on behalf of Piedmont will display the appropriate identification. You should not allow anyone to enter your home or facility if they fail to provide proper identification.