Frequently Asked Questions
To view frequently asked questions for your state, please click the appropriate state tab above or select from the list below:
Some of your questions may be found in the about us section of our website. If you're looking for phone numbers, payment methods & addresses, any contact information or if your question isn't answered in the FAQ's, you can find all of our contact details on our contact page.
Georgia FAQ's
- What if I smell gas?
If you detect a strong odor of gas—which smells like rotten eggs—in your home or business, you should leave immediately and call Atlanta Gas Light at (770) 907-4231 or (877) 427-4321 from a nearby phone. Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location in question until it is declared safe to return by an Atlanta Gas Light field service representative.
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Emergencies
- What is a therm?
A therm is a unit of heat energy used by the natural gas industry to calculate energy use. Energy consumption is then translated into charges.
- Close - What is a fixed rate?
A fixed rate can provide price protection in a volatile market. Customers choose a fixed rate for a certain length of time, varying from three to 36 months--and in some cases longer--with Infinite Energy’s program. Customers who choose this pricing option are able to lock in current rates rather than depend on the market to determine their overall costs, an excellent choice for budgeters and long-term planners.
- Close - What is a variable rate?
A variable rate takes advantage of market fluctuations, and typically changes on a monthly basis. Infinite Energy works tirelessly to buy natural gas at the most competitive rates out there in order to pass along the savings to our customers.
- Close - How do I choose a plan?
Not sure what the perfect plan is for you? Overwhelmed by the amount of choices? Contact Infinite Energy today at (877) 483-4684 (Monday through Friday, 8 a.m. to 7 p.m. EST) to speak with our knowledgeable staff about what pricing plan is the best fit for your natural gas needs.
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Natural Gas Pricing/Rates:
- When will I receive my first bill?
The first bill will be generated within four to six weeks after activation of services. However, if you choose Infinite Advance, our PrePay product, you will receive your first bill in around 7 business days.
- Close - What standard charges will be on my bill?
Your monthly bill will include four standard items: gas costs, Atlanta Gas Light Company base charges, taxes and service fee. First time gas customers will see turn on or activation fees on their first bill with Infintie Energy.
- Close - What are Atlanta Gas Light base charges?
The base charges levied by Atlanta Gas Light cover the maintenance and construction cost of the pipelines and equipment associated with distribution of natural gas directly to your home or business. Visit Atlanta Gas Light for more detailed information.
- Close - When will I get my security deposit back?
Your deposit will be kept in a non-interest bearing escrow account until the deposit is refunded to you. After your first bill is paid in full, Infinite Energy will refund your deposit after six months of timely payments on your account. The deposit will be applied as a credit to your account within 60 days. In any event, the deposit shall be refunded to you within 60 days of the date that you change marketers or discontinue service, provided that you have satisfied all of your outstanding financial obligations to Infinite Energy.
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Billing / Charges / Payment
New Jersey FAQ's
- What if I smell gas?
If you detect a strong odor of gas—which smells like rotten eggs—in your home or business, you should leave immediately and call your utility from a nearby phone. Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location in question until it is declared safe to return by a field service representative.
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Emergencies
- What is a therm?
A therm is a unit of heat energy used by the natural gas industry to calculate energy use. Energy consumption is then translated into charges.
- Close - What is a fixed rate?
A fixed rate can provide price protection in a volatile market. Customers choose a fixed rate for a certain length of time, varying from three to 36 months--and in some cases longer--with Infinite Energy’s program. Customers who choose this pricing option are able to lock in current rates rather than depend on the market to determine their overall costs, an excellent choice for budgeters and long-term planners.
- Close - What is a variable rate?
A variable rate takes advantage of market fluctuations, and typically changes on a monthly basis. Infinite Energy works tirelessly to buy natural gas at the most competitive rates out there in order to pass along the savings to our customers.
- Close - How do I choose a plan?
Not sure what the perfect plan is for you? Overwhelmed by the amount of choices? Contact Infinite Energy today at (877) 483-4684 (Monday through Friday, 8 a.m. to 7 p.m. EST) to speak with our knowledgeable staff about what pricing plan is the best fit for your natural gas needs.
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Natural Gas Pricing/Rates:
New York FAQ's
- What if I smell gas?
If you detect a strong odor of gas—which smells like rotten eggs—in your home or business, you should leave immediately and call your utility company from a nearby phone. Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location in question until it is declared safe to return by a field service representative.
- Close
Emergencies
- What is a therm?
A therm is a unit of heat energy used by the natural gas industry to calculate energy use. Energy consumption is then translated into charges.
- Close - What is a fixed rate?
A fixed rate can provide price protection in a volatile market. Customers choose a fixed rate for a certain length of time, varying from three to 36 months--and in some cases longer--with Infinite Energy’s program. Customers who choose this pricing option are able to lock in current rates rather than depend on the market to determine their overall costs, an excellent choice for budgeters and long-term planners.
- Close - What is a variable rate?
A variable rate takes advantage of market fluctuations, and typically changes on a monthly basis. Infinite Energy works tirelessly to buy natural gas at the most competitive rates out there in order to pass along the savings to our customers.
- Close - How do I choose a plan?
Not sure what the perfect plan is for you? Overwhelmed by the amount of choices? Contact Infinite Energy today at (877) 483-4684 (Monday through Friday, 8 a.m. to 7 p.m. EST) to speak with our knowledgeable staff about what pricing plan is the best fit for your natural gas needs.
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Natural Gas Pricing/Rates:
Texas FAQ's
- Who do I contact if my electricity goes out?
If your electricity goes out, contact your local poles and wires company—the company responsible for maintaining and repairing the wires, poles and equipment in your area.
Houston and surrounding areas:
CenterPoint Energy: (713) 207-2222 or (800) 332-7143
Texas New Mexico Power: (888) 866-7456Dallas/Ft. Worth and surrounding areas:
Oncor Electric Delivery (formerly TXU): (888) 313-4747
Texas New Mexico Power: (888) 866-7456South Texas:
AEP: (866) 223-8508West Texas:
AEP: (866) 223-8508Oncor Electric Delivery (formerly TXU): (888) 313-4747
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Power Outages/Emergencies
- What is a kWh?
A kWh is the amount of power consumed/generated over a period of one hour. For example, a 100 Watt light globe left on for 10 hours would consume 1kWh, that is, 100 Watts x 10 hours = 1,000 Watt hours = 1kWh.
- Close - What is a fixed rate?
A fixed rate can provide price protection in a volatile market. Customers choose a fixed rate for a certain length of time. Customers who choose this pricing option are able to lock in current rates rather than depend on the market to determine their overall costs, an excellent choice for budgeters and long-term planners.
- Close - What is a variable rate?
A variable rate depends on market fluctuations, and typically changes on a monthly basis. Infinite Energy works tirelessly to buy electricity at the most competitive rates out there in order to pass along the savings to our customers.
- Close - How do I choose a plan?
Not sure what the perfect plan is for you? Overwhelmed by the amount of terms available? Contact Infinite Energy today at (877) 674-3489 (Monday - Friday, 7 AM to 6 PM CST) to speak with our knowledgeable staff about what pricing plan is the best fit for your electricity needs.
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Electricity Pricing/Rates:
- When will I receive my first bill?
The first bill will be generated within four to six weeks after activation of services.
- Close - What standard charges will be on my bill?
The bill includes several standard items: Energy Charge, TDU Delivery Charge, Customer Charge, Miscellaneous Gross Receipts Tax Reimbursement, PUC Assessment, Sales Tax and TDSP Meter Surcharge.
- Close - When will I get my security deposit back?
After your first bill is paid in full, Infinite Energy will refund your deposit after 12 months of timely payments on your account by applying the deposit plus any accrued interest as a credit to your account; however, if you change your Retail Electric Provider or discontinue service within 30 days of paying your deposit, then only the deposit amount (with no interest) will be applied to your account. In any event, the deposit shall be refunded to you promptly if you change Retail Electric Providers or discontinue service, provided that you have satisfied all of your outstanding financial obligations to Infinite Energy.
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