System Update
Changes are coming
We’re working hard to improve your experience with a new, modernized billing system.
Here’s what to expect
Beginning early July, we will work to modernize our billing system with new features for better flexibility. We expect this work to be completed on July 8.
During the transition, we anticipate the following services and account features to be temporarily unavailable and appreciate your patience as we work through our system updates. We encourage you to take note of the following dates and plan accordingly.
What’s Ahead
New enrollments unavailable
During these time frames, enrollment in select programs and services will be unavailable.
Start/Stop service requests unavailable
From July 3-8, 2024, you will be unable to submit start/stop service requests. To avoid longer than normal wait times, we recommend submitting requests before July 3 or waiting until system updates are fully complete to self-serve your move request online.
Limited access to online payments
From July 3-8, 2024, the ability to make a one-time payment using your bank account within My Account will be unavailable.
- You can still make a payment using a credit/debit card or eCheck via Speedpay®, except as noted below. Because the payment will not be applied to your Piedmont Natural Gas account until our work is completed on July 8, digital payment confirmations may be delayed until after this date.
- On July 7 from 7 p.m. to 11:30 p.m. ET, payments via Speedpay will be unavailable.
Please note that no late fees will be assessed during this time. Customers with payments due during this period will not incur credit penalties for waiting until after July 8 to submit their online payment.
Limited access to online features
From July 3-8, 2024, access to your online account will be unavailable. This includes but is not limited to:
- Signing in to My Account and managing your online profile.
- Viewing account details and monthly billing statements.
- Getting updated account balances online or through our automated phone system that reflect any payments made during this time.
- Automated communications about payments, billing and service orders may be delayed or paused.
The system updates are expected to be complete on July 8; however, we do anticipate longer-than-normal call wait times and intermittent issues on our website until we have everything performing at optimal levels. In the meantime, thank you for your patience as we work to improve your experience.
We invite you to explore the new improvements we’ve made to our bill.