Frequently Asked Questions (2024)

Service Information

Frequently Asked Questions (1) Frequently Asked Questions (2) How do I start service?

To begin service, you have several options. You can schedule service online , via our mobile app or by calling Customer Solutions at 877-860-6020 Monday - Friday 7 a.m. - 6 p.m. PST (excluding holidays). Hearing impaired, use 711 .

Frequently Asked Questions (3) Frequently Asked Questions (4) Can I schedule my service for a specific time?

Appointments are offered in two (2) and four (4) hour appointment windows. We recommend that you contact us two (2) weeks in advance to schedule a two (2) or four (4) hour appointment, and at least five (5) working days in advance to schedule an all-day appointment. Please note that appointment offerings are subject to availability.

Frequently Asked Questions (5) Frequently Asked Questions (6) Can I get a service appointment reminder?

Yes, for Start or Move service order appointments. You can receive a service order reminder via email if we have that on record. In addition, you can opt in to receive a text message reminder. If you did not provide us with an email address or opt in for text messages, you will receive a robocall reminder. We will send you a reminder, 24 hours before your appointment. Please note that carrier charges may apply.

Frequently Asked Questions (7) Frequently Asked Questions (8) How do I make a change to the service I've already scheduled?

You have several ways to request changes to your scheduled service order. If you opted into text notifications, you will have the option to reschedule or cancel your order once you receive your appointment reminder. SimplyreplyR to reschedule or C to cancel. If you receive an appointment reminder from a robocall press 1 to reschedule to another day or press 2 to cancel your appointment. You can also request changes by calling Customer Solutions at  877-860-6020  Monday - Friday 7 a.m. - 6 p.m. PST (excluding holidays). Hearing impaired,use  711 . 

Frequently Asked Questions (9) Frequently Asked Questions (10) How will I know when my service is completed?

You will receive a notification when your service is completed depending on the communication channel that we have on file for your account. You may receive an email, text message, or robocall.

Frequently Asked Questions (11) Frequently Asked Questions (12) What is the best day to call to avoid long wait times?

Call volume can be heavy on Mondays, the end and beginning of each month and the day before or after a major holiday. During these peak periods, you may experience longer hold times and may be unable to reach a customer representative. However, you do have numerous self-service options available through our telephone interactive voice response (IVR) system and through the web at www.swgas.com.

Frequently Asked Questions (13) Frequently Asked Questions (14) If I call your Customer Solutions phone number can a representative call me back instead of waiting on hold?

Yes. If there is a long wait time when you request to speak to a representative, the system will give you the option to enter your phone number to get a return call. Be sure to enter your area code and phone number but do not enter "1" before the area code. During times of unusually high call volume, the system may reach capacity and not allow you to enter your phone number for a return call. In this case, calling at a later time is recommended.

Frequently Asked Questions (15) Frequently Asked Questions (16) Can you let me know when there’s an outage in my area?

Yes, you can choose to receive outage notifications via text message through our automated system, available 24/7, at 877-860-6020 , or through MyAccount by adding your cell phone number under Notification Preferences. Click here to sign up for MyAccount or if you’re already enrolled in MyAccount, just login and get started. Please note that carrier charges may apply.

Payment Information

Frequently Asked Questions (17) Frequently Asked Questions (18) How can I request a payment extension?

A 5-day payment extension can be requested online through MyAccount , via our mobile app or through our automated phone system, available 24/7, at 877-860-6020 . All other types of payment arrangements can be requested by calling Customer Solutionsat 877-860-6020 Monday - Friday 7 a.m. - 6 p.m. PST (excluding holidays). Hearing impaired, use 711 .

Frequently Asked Questions (19) Frequently Asked Questions (20) Is my billing and payment history available online?

Yes, by setting up MyAccount you can go online and view up to two years of your previous payments, bills and usage history.

Frequently Asked Questions (21) Frequently Asked Questions (22) Can I have my monthly payments automatically deducted from my bank account?

Yes, with our Automatic Payment Plan (APP) you can pay your bill with an automatic withdrawal from either your checking or savings account. You will still get a bill each month showing your amount due and due date. If you’re already enrolled in MyAccount, login online or via our mobile app to get started. You can request a mail-in form through our automated system, available 24/7, at 877-860-6020 . Hearing impaired, use 711 .

You can also download and mail in the form.

Automatic Payment Plan Application

Frequently Asked Questions (23) Frequently Asked Questions (24) Can I have my monthly payments automatically charged to my credit card each month?

We’re no longer accepting recurring debit/credit card payments. However, you can still make one-time credit card payments through MyAccount , via our mobile app and ourautomated phone system.

Save time by having payments drafted automatically from your checking or savings account with Automatic Payment Plan (APP) — sign up today by logging into MyAccount and selecting APP under the billing tab.

Frequently Asked Questions (25) Frequently Asked Questions (26) Can I make a payment online?

Yes, we take online payments. Follow the easy steps to create a  MyAccount  or make a guest payment. Your payment will be applied to your Southwest Gas account the same day if you pay before 6 p.m. PT, Monday through Friday (excluding holidays). Southwest Gas does not charge a convenience fee for this secure payment. Payments can also be made by credit, debit/ATM card, or electronic check. A convenience fee for this service will be charged. Residential customer fee is $2.50 with a cap of $750.00. Commercial customers will pay a 1.5% surcharge, no cap. 

Frequently Asked Questions (27) Frequently Asked Questions (28) I need assistance paying my bill. How can I get help?

If you are a Southwest Gas residential customer meeting certain income guidelines, you may qualify for programs offering assistance in paying your bills. Select your state to see if you qualify.

Frequently Asked Questions (29) Frequently Asked Questions (30) Can I pay my bill by phone?

Yes, you can pay by phone with a checking or savings account 24/7 through our automated system by calling  877-860-6020 .  Your payment will be applied to your Southwest Gas account the same day if you pay before 6 p.m. PST, Monday through Friday (excluding holidays).  Southwest Gas does not charge a convenience fee for this secure payment.  You can also pay with a credit, debit/ATM card, or electronic check 24/7 by calling  877-860-6020 . A convenience fee will be included for this service. 

Frequently Asked Questions (31) Frequently Asked Questions (32) Where can I make a payment in person?

You have a couple of options: You can use one of our on-site bill pay kiosks at the local Southwest Gas location listed in the top section of your bill, above your account number. Visit our Contact us page for local office/kiosk hours. Acceptable methods of payment include, cash (no fee) or credit, debit/ATM cards (convenience fee applies). Or, outside of Southwest Gas, you can pay at an authorizedpayment location. Use our payment locations map to find a location near you (convenience feeapplies).

Billing Information

Frequently Asked Questions (33) Frequently Asked Questions (34) How do I sign up for MyAccount?

Follow the easy steps to create a MyAccount

Frequently Asked Questions (35) Frequently Asked Questions (36) Can I change the due date on my gas bill?

Southwest Gas is not able to offer this option at this time. Due dates are based on when your meter is read in the area you live.

Frequently Asked Questions (37) Frequently Asked Questions (38) How do I send you a letter of credit from my previous utility company so that my deposit can be waived?

Letters of Credit can be faxed to 866-997-9427, emailed to customerinfo@swgas.com, or mailed to PO Box 1498, Victorville, CA 92393. Be sure to note your service address, account number, billing name, and contact number on the letter. As a reminder, the letter of credit must be from a regulated natural gas or electric utility within the U.S. or Canada. Please allow up to three (3) business days for your account to be updated.

Frequently Asked Questions (39) Frequently Asked Questions (40) How do I stop receiving a paper bill?

Set up a MyAccount and enroll in paperless billing to stop receiving bills in the mail. You can see the same detail electronically as you would on a paper bill. Notification of monthly bills will be delivered to your email address.

Frequently Asked Questions (41) Frequently Asked Questions (42) I would like to pay the same amount each month. Is this possible?

Yes, it’s possible with our Equal Payment Plan (EPP) which calculates your monthly payment using average gas usage for the year. Your usage will be reviewed on a quarterly basis and payments may be adjusted accordingly. It’s a great way to take the guesswork out of budgeting! You can enroll through our automated system, available 24/7, at 877-860-6020, or create a MyAccount where you can sign up or if you’re already enrolled in MyAccount, just login and get started.

Frequently Asked Questions (2024)
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