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System Maintenance

Planned Maintenance of our Customer Information System

Our customer information system will be down for scheduled maintenance beginning July 20, 2018 at 10 p.m., and back up by Monday, July 23 (the “Maintenance Period”). During the Maintenance Period, you will not have access to your account information or self-service options via our automated phone system or Web site. It also means our representatives will not have access to your account during this time.

Below are responses to some frequently asked questions that address concerns you may have during this time. We appreciate your patience as we work behind the scenes to better serve you.

How do I make a payment?

We recommend you try back on Monday, July 23, 2018, when you’ll be able to make a payment via My Account or phone. In the meantime, you can make a payment by selecting the Pay Now button directly under the My Account login box on our Web site. (This option is not available for customers who have received a turn-off notice.) Please note, a $3.50 service fee is charged by the third-party vendor (not New Jersey Natural Gas) when paying by debit or credit card.

I received a termination notice with a due date prior to this weekend. Will my service be turned off if I cannot make a payment?

For customers who received a turn-off notice, payment must be made directly with one of our customer service representatives. Please do not use the Pay Bill Now option. Because our customer service representatives will not have access to your account information during the Maintenance Period, we’re extending the due date of these notices to Monday, July 23, 2018. Therefore, your service will not be turned off prior to July 23, 2018.

How do I schedule a new account/service turn on?

Our representatives will not have access to our customer information system to schedule an appointment during the Maintenance Period. Please call 800-221-0051 on Monday, July 23, 2018 and our representatives will be ready to assist you. Our normal hours of operation are 6 a.m. to 10 p.m. Monday – Friday and 6 a.m. to 6 p.m., Saturday and Sunday.

However, to quickly reach one of our representatives and avoid potentially increased wait times, we recommend calling on Monday, July 23, 2018, after 10 a.m. and our representatives will be ready to assist you.

What should I do if I suspect a natural gas leak?

Our customer service representatives will be available to take emergency calls during the Maintenance Period. If you suspect a natural gas leak, leave the premises immediately and call 800-GAS-LEAK (427-5325) from a safe location.

Will I receive a penalty for a late payment if I choose not to use the Pay Bill Now option?

There is a seven-day grace period after the due date on your bill. Payment received on commercial accounts after the grace period will be subject to a fee of 1.5 percent of the past due balance. We do not charge penalties for residential accounts.

Will my payment arrangement be affected?

A payment can be made by selecting the Pay Now button directly under the My Account login box on our Web site. Please note, a $3.50 service fee is charged by the third-party vendor (not New Jersey Natural Gas) when paying by debit or credit card. If you opt not to pay via the Pay Bill Now option, there is a seven-day grace period after the due date on your bill.

Payment received on commercial accounts after the grace period will be subject to a fee of 1.5 percent of the past due balance. We do not charge penalties for residential accounts.

What if my natural gas was turned off by NJNG due to emergency repairs and construction in the area?

Please call 800-221-0051 and press “1.” Our customer service representatives will be ready to assist you and ensure affected customers get their service turned back on.



 
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