COVID-19 Frequently Asked Questions

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

  • A: We’re prepared, and our teams continue to monitor the situation and reassess our plans as needed. As a part of your community, and as a provider of an essential service, we are determined to continue delivering the reliable natural gas you need 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 are able to perform their work without being in an office or facility are working remotely. Employees who interact with customers for programs 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: As utility employees, we are defined as “Essential Critical Infrastructure Workers.” We are permitted to leave our homes to protect and support the critical operations and services in your community. Piedmont technicians will continue to perform emergency repairs and other essential work on customers’ property.
  • A: Because we understand that many customers may be facing unusual financial hardships, we are suspending disconnections for nonpayment effective immediately. This applies to all home and business accounts in North Carolina, South Carolina and Tennessee. In addition to suspending disconnections for nonpayment during this time, we have waived all late payment fees and fees for returned checks. Customers who were recently disconnected can contact us to make arrangements for service restoration.

    We know this is a difficult time, and we are committed to serving you and your community. If you are having trouble paying your bill, please contact us so we can work with you to develop a plan.
  • A: It means that we’re allowing you extra time to pay if you need it. If you are in an unusual situation and need assistance, we’ll work with you on an extension. We will continue 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.

    It also means that we won’t disconnect customers' natural gas service right now even if they haven’t paid bills that are overdue. But again, we encourage everyone to stay as up to date with their payments as possible to avoid building up a large balance for later.
  • A: We will waive late payment fees and fees for returned payments for customers beginning Saturday, March 21, until the national state of emergency is lifted. We continue to encourage customers to stay as current with payments as possible to avoid building up large balances for later. In addition, we are relaxing our usual timelines for payment arrangements to help those affected better manage their bills.
  • A: We may have to work with reduced call center staff when employees need to take care of loved ones, including in the event of school closures. You may find it easier and more efficient to visit our website. Our online tools are also good ways to stay up to date with the latest information from our company as this situation unfolds.