Frequently Asked Questions

Curious about what happens during a repair service? Wondering what your options are to pay your bill? Find your answers, and others, below.

 

My Account

    Maine Natural Gas offers several convenient ways to pay your bill.  Select the payment method most convenient for you.

    Pay Online

    By enrolling in My Account, you can view and pay your MNG bill online.

     

    Make a "One-Time Payment" Online

    You can make one-time payment using your bank account.

     

    Mail Your Payment

    Please make your check payable to Maine Natural Gas and mail to:

    Maine Natural Gas | P.O. Box 99 | Brunswick, Maine 04011

    Please include your account number on your check or money order and allow sufficient time for your payment to be received and processed by MNG.

     

    Pay in Person

    Feel free to stop on by our Business Office in Brunswick at 9 Industrial Parkway, Brunswick Maine

     

    Once you make payment on your account, it is not necessary to call in your payment and receipt information as this information is automatically posted to your account. However, if you make your payment on the "Due Date" it might not post until the following business day.  Please pay your bill before the due date to avoid late payment charges or service interruption.

    If you are enrolled in auto pay please call 877.867.1642 to update the information on your account

    If you are not enrolled please check out our page about auto pay

    Enrolling in My Account allows you to pay your utility bill at no charge using a checking/savings account.

    To enroll in My Account, you will need the following information from your bill:

    Account Number    (When entering your account number, be sure to include dashes)

    Customer Name     (Enter the information in capital letters, exactly as it appears on your bill.)

    (For Businesses please enter the Business name in the Business Name line, and you must include a first and last name you will associate with the account.)

    Once enrolled, you can link additional accounts to your profile. If you choose to enroll in eBill, you will stop receiving bills in the mail.  Instead, you will receive an email with your bill. 

    If you've forgotten your password, go to the login page for My Account. In the My Account login box (on the right) select the “Forgot Password" link under the password box. You'll be asked to enter the information you provided upon creation to validate you are the account holder.

    Once your identity has been verified, an email will be sent to your email address with your requested information.

     

    If you’ve forgotten the username, Please call us at 877.867.1642 and we will assist you in logging in to your online account.

    To setup recurring payments, please perform the following steps:

    Step 1: Please fill out the Payment Authorization and Agreement application.

    Payment from Checking Account: just complete the form, attach a voided check

    Payment from Savings Account: You’ll need the account number at a U.S. bank or credit union and the institution’s routing number.

    Step 2: Send us a copy of the signed (non-electronically) Payment Authorization Form

    Mail to Maine Natural Gas, P.O. Box 99, Brunswick, ME 04011.

    Email a scanned copy of the document to info@mainenaturalgas.com

    Fax it to  207.729.9452

    If you have questions about AutoPay, call our Customer Service Department at 877.867.1642 and a Maine Natural Gas representative will be glad to assist you.

    Emails are sent instantly; if you have not received the email with your Username yet, check your spam folder.

    If you are not receiving your email notification that your bill is ready, please check your spam/junk folder to ensure your email client is not blocking our email notification.

    Still not sure? Give us a call at 877.867.1642

    If you are enrolled in auto pay please call 877.867.1642 to update the information on your account

    If you are not enrolled please check out our page about auto pay

    To change your My Account password, log in to My Account and click on the "Edit Password" tab under Online Profile. Enter your new password and click the submit/update button.

    Please note: Your new password must be at least six characters and use a mix of letters, numbers and characters. Passwords are case sensitive.

    Reset password emails are sent instantly, if you have not received the reset password email yet, check your spam folder.

    We’re happy to help give us a call at 877.867.1642 or use the contact us page

Home

    If you are enrolled in auto pay please call 877.867.1642 to update the information on your account

    If you are not enrolled please check out our page about auto pay

    Enrolling in My Account allows you to pay your utility bill at no charge using a checking/savings account. To enroll in My Account, you will need the following information from your bill:

    Account Number   (When entering your account number, be sure to include dashes)

    Customer Name    (Enter the information in capital letters, exactly as it appears on your bill.)

    (For Businesses please enter the Business name in the Business Name line, and you must include a first and last name you will associate with the account.)

     

    Once enrolled, you can link additional accounts to your profile. If you choose to enroll in eBill, you will stop receiving bills in the mail.  Instead, you will receive an email with your bill. 

    To setup recurring payments, please perform the following steps:

    Step 1: Please fill out the Payment Authorization and Agreement application.

    Payment from Checking Account: just complete the form, attach a voided check

    Payment from Savings Account: You’ll need the account number at a U.S. bank or credit union and the institution’s routing number.

    Step 2: Send us a copy of the signed (non-electronically) Payment Authorization Form

    Mail to Maine Natural Gas, P.O. Box 99, Brunswick, ME 04011.

    Email a scanned copy of the document to info@mainenaturalgas.com

    Fax it to 207.729.9452

    Please call MNG's Customer Relations Center at 877.867.1642 and someone will assist you Monday through Friday, 7:30 am to 4 pm.

    See Start Service or Stop Service for more information

    Maine Natural Gas offers several convenient ways to pay your bill.  Select the payment method most convenient for you.  Please note, as authorized by law, we supply payment information for residential accounts to credit rating agencies. If your account is more than 90 days delinquent, a delinquency report could harm your credit rating.

    Maine Natural Gas offers several convenient ways to pay your bill.  Select the payment method most convenient for you.

    Pay Online

    By enrolling in My Account, you can view and pay your MNG bill online.

    Make a "One-Time Payment" Online

    You can make one-time payment using your bank account.

    Mail Your Payment

    Please make your check payable to Maine Natural Gas and mail to:

    Maine Natural Gas | P.O. Box 99 | Brunswick, Maine 04011

    Please include your account number on your check or money order and allow sufficient time for your payment to be received and processed by MNG.

    Pay in Person

    Feel free to stop on by our Business Office in Brunswick at 9 Industrial Parkway, Brunswick Maine

    Once you make payment on your account, it is not necessary to call in your payment and receipt information as this information is automatically posted to your account. However, if you make your payment on the "Due Date" it might not post until the following business day.  Please pay your bill before the due date to avoid late payment charges or service interruption.

Smart Energy

    Maine Natural Gas Assistance Programs

    Budget Payment Plan - The Budget Payment Plan is a monthly payment plan that spreads your natural gas costs more evenly throughout the year.  You may request fill out a Budget Payment Plan form or by calling 877.867.1642.

    State Assistance Programs

    Info Line - 2-1-1 InfoLine is a single source for information about community services, referrals to human services, and crisis intervention. It is accessed toll-free from anywhere in Maine by simply dialing 2-1-1. It operates 24 hours a day, 365 days a year.

    Home Energy Assistance Program (HEAP) -HEAP is designed to help low-income households pay their winter heating bills. HEAP is not designed to pay total heating costs. Households must plan to pay a part of the bill themselves. HEAP applications are handled by the local Community Action Agency (CAA).

    Community Action Agencies

    Check out our Help with Bill section for more information.

    More than half of the energy used in your home goes to heating, cooling and hot water. So making smart decisions about these systems in your home can have a big effect on your utility bills — and your comfort. We believe you should pursue all your options and rebates to help you find and install the high-efficiency energy equipment that is right for you.

    It’s easy to reduce your energy use and save money by starting with no-cost and low-cost changes. Getting started is as simple as adopting a few new habits and making time for quick and easy projects around the house.

    Find ways to save on energy costs here. Or check out more information at Efficiency Maine Trust.

    ENERGY STAR® is also a great resource for energy saving tips.

Safety

    Use your senses to detect gas leaks. A natural gas leak is usually recognized by smell, sight, or sound. Remember, if you smell natural gas, get up, get out and call us immediately from a neighbor's phone.

    • Smell
      Natural gas is colorless and odorless. For your safety, a distinctive, pungent odor, similar to rotten eggs, is added so that you'll recognize it quickly. Not all transmission lines are odorized.
    • Sight
      You may see a white cloud, mist, fog, bubbles in standing water or blowing dust. You may also see vegetation that appears to be dead or dying for no apparent reason.
    • Sound
      You may hear an unusual noise like roaring, hissing, or whistling.
      If you suspect a gas leak get up, go outside and call MNG from a neighbor's phone toll free at 877.532.5636 or call 911 for your local fire department.  MNG will respond quickly to ensure that you and your family are safe.
    • Do not operate electrical switches or appliances. These items may produce a spark that might ignite the gas and cause an explosion.
    • Do not use a telephone.
    • Do not light a match or smoke and extinguish any open flames.
    • Do not assume someone else will report the condition.
    • Do not open windows and doors to ventilate the area.
    • Provide MNG with the exact location, including cross streets.

    Let us know if sewer construction or digging activities are going on in the area.

    Yes. Most natural gas equipment vent from the roof but some vent from other parts of your home, such as the sidewall.  Periodically check outside your home to make sure your furnace, water heater, dryer, or fireplace vents are not blocked by snow and/or ice.

    Pressure regulators and relief valves have a pressure relief vent that must be capable of venting gas safely to open air.  When a pressure regulator is located inside a building the vent must be piped to an area outside of the building so if it operates it will vent safely to free air.

    Yes. Snow and ice can block gas services valves and make it difficult for first responders to turn off the gas to a building in the event of a fire or gas leak.  Pressure regulators and relief vents can also become blocked.  If this occurs, an over-pressurization or under-pressurization could result I a hazardous condition for customers.

    Before digging on your property, please contact DigSafe at 811 or visit DigSafe. Also contact "OK-TO-DIG" at 866.658.6344 or visit  Okay To Dig for more information.

Service

    Please call MNG's Customer Relations Center at 877.867.1642 and someone will assist you Monday through Friday, 7:30 am to 4 pm.

    See Start Service or Stop Service for more information

    The company employs highly qualified service representatives who are licensed to meet all of your gas appliance repair needs.  We maintain 24-hour emergency staffing, seven days a week.

    Appointments for non-emergency appliance repair are available to suit your schedule. We offer two-hour window appointments and limited after hour and Saturday scheduling. Our service vans are equipped with an inventory of commonly needed parts at competitive pricing.

    Need repairs? Call 800.659.8299

    As your natural gas company, it’s our responsibility to maintain the safety and reliability of our natural gas distribution system. That system ends at the gas meter. As the property owner, manager, tenant or occupant, you are responsible for natural gas pipes and buried lines on the customer side of the meter. These include:

    • Pipes from your gas meter to the appliances on your property.
    • Pipes that extend from your meter underground to a building, pool or spa heater, generator, barbecue or other natural gas appliances.

    If the customer’s buried gas piping is not maintained, it may be subject to the potential hazards of corrosion and leakage. Buried piping should be periodically inspected for leaks, and metallic piping for corrosion. Any unsafe conditions should be repaired if discovered. Plumbing and heating contractors can assist in locating, inspecting and repairing buried piping.

    When excavating near buried gas piping, the piping should be located in advance and the excavation done by hand. If you plan excavation, dial 811 or visit DigSafe to contact Maine’s Dig safe program at least three business days before excavation begins. Dig safe will notify utilities to locate buried utility-owned natural gas lines and other underground utilities.

    For more information:  Call 877.867.1642

    Homeowners should have their furnace, boilers, or central heating system inspected annually. A quick checkup can prevent equipment malfunction as well as ensuring that your system is operating optimally while keeping you safe. Be sure to get a cooperating contractor to help you out with this!

    The company maintains 24-hour emergency staffing, seven days a week for Natural Gas Emergencies only. If there is a gas emergency please call 877.532.5636.

    For equipment repair or gas contractor work in your home please consult our recommended contractors.

    Great! Glad your enjoying the comfort and ease of using natural gas in more areas in your home. If you are planning on or considering adding additional equipment/appliances to your home we want to verify that your existing system is set up to handle the increase. Fill out some details and we will give you a call to figure out next steps and let you know if there are any rebates available for the work.

Convert to gas

    Depending upon the distance between your home and our gas main, we may still be able to serve you. Call our sales representative and we may be able to still serve you this year.

    If it is further away still let us know so we can work to plan an expansion in your area.

    If you heat with oil, you could be experiencing the following problems:

    • Frequent oil deliveries
    • Unpredictable oil prices (see here)
    • The high cost of maintaining old oil heating equipment
    • Sooty walls, carpeting, furniture and draperies requiring constant cleaning
    • Leaky oil tank (and the high cost of clean-up)

    Heating with natural gas offers the following advantages:

    • Natural gas burns cleaner than oil
    • Natural gas is reliably supplied (see here)
    • Rates are stable because of government regulation
    • Natural gas heating equipment allows for a higher level of efficiency
    • Switching to natural gas is simple and affordable. check out our rebates!

    Since propane prices are not regulated, they can rise quickly when supplies get tight in winter. (see here) Heating with propane also requires you to have a storage tank on your property, and you have to pay your supplier every time it’s filled. With natural gas, you don’t need a storage tank; you receive it through underground pipes, as you need it. And you pay for natural gas only after you use it.

    Converting your propane furnace, boiler, water heater, range or dryer is easy. You don’t have to buy new appliances; just have a qualified contractor adjust your current propane appliances to run on natural gas. Also check out our rebates!

    You’ll need to have a natural gas certified contractor to do the work.  Complete this form and a Maine Natural Gas will contact you. Completing the entire form will expedite your project.

    Only a qualified contractor should remove your old equipment and install a new natural gas water heater, furnace or boiler.

    Call us at 877.867.1642 or see our Cooperating Contractor section.

    You can visit our Gas Locator or call us at  877.867.1642 with your street address, and we’ll tell you whether we have a natural gas main near your home. If we do, there is usually no charge to connect your home to our gas main with a service line.

Support

    If you are experiencing a life-threatening electricity emergency, please call 911 immediately. Otherwise, please contact us at 877.867.1642 for outages or trouble.

    If you are experiencing a natural gas emergency, or if you smell a natural gas odor, get up, get out and get away! Then immediately call MNG at 877.532.5636 or 1-877-LEAK-ODOR or 911 from a safe location.

    To report an electricity outage, please call 877.867.1642 or visit Outage Central.

    Toll-free: 877.867.1642 

    Local telephone number: 207.729.0420 

    Hearing/Speech impaired (TTY): New York Relay Service - Dial 711

    Dig Safe: 811 or 888.344.7233

    Send us an email info@mainenaturalgas.com

    Our online Energy Library has links to current and past issues of The Source our bill insert newsletter to customers.