Frequently Asked Questions

To view frequently asked questions for your state, please select from the list below:

• Georgia
• New Jersey
• New York
• Texas

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, 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

Emergencies

• 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.

  Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location until an Atlanta Gas Light field service representative indicates it is safe to return.

  Close

Natural Gas Pricing/Rates:

• What is a therm?

  A therm is a unit of heat energy that the natural gas industry uses to calculate energy use. Energy consumption is then translated into charges.

  Close
• What is a fixed rate?

  A fixed rate freezes your price per therm so that you always pay the same rate, no matter what the market does. Whether the market goes up or whether it goes down, you’re assured of keeping the same rate. Customers can choose a fixed rate from 3 months up to 3 years, so this option is an excellent choice for budgeters and long-term planners.

  Close
• What is a variable rate?

  With a variable rate, the price per therm changes each month to reflect market fluctuations. A variable rate has no set term, so this is one of the most flexible rate plan options. Your price might go up, your price might go down, but you’ll always take advantage of the most competitive rates each month.

  Close

Billing / Charges / Payment

• 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 charges:

  1. The cost of the gas
  2. Some business customers may see an Interstate Pipeline Capacity charge
  3. Atlanta Gas Light Company base charges
  4. A monthly service fee
  5. Any taxes that apply to your area

  
  

  New gas customers will also be billed for turn on or activation fees within the first 1-3 invoices.

  Close
• What are Atlanta Gas Light base charges?

  The base charges are levied by Atlanta Gas Light to cover the costs of maintaining and constructing the pipelines and equipment that distribute natural gas directly to your home or business. These charges are passed to you without markup from your supplier. Visit Atlanta Gas Light for more detailed information.

  Close
• When will I get my security deposit back?

  Infinite Energy will refund your deposit after six months of timely payments on your account. Once you qualify for the refund, your deposit will be applied as a credit to your account within 60 days.

  Otherwise, the deposit will 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.

  Until it is returned to you, your deposit will be kept in a non-interest bearing escrow account.

  Close

New Jersey FAQ's

Emergencies

• 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.

  Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location until an Atlanta Gas Light field service representative indicates it is safe to return.

  Close

Natural Gas Pricing/Rates:

• What is a therm?

  A therm is a unit of heat energy that the natural gas industry uses to calculate energy use. Energy consumption is then translated into charges.

  Close
• What is a fixed rate?

  A fixed rate freezes your price per therm so that you always pay the same rate, no matter what the market does. Whether the market goes up or whether it goes down, you’re assured of keeping the same rate. Customers can choose a fixed rate from 3 months up to 3 years, so this option is an excellent choice for budgeters and long-term planners.

  Close
• What is a variable rate?

  With a variable rate, the price per therm changes each month to reflect market fluctuations. A variable rate has no set term, so this is one of the most flexible rate plan options. Your price might go up, your price might go down, but you’ll always take advantage of the most competitive rates each month.

  Close

New York FAQ's

Emergencies

• 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.

  Outside gas odors should be reported right away. Do not try to locate the source yourself. Stay away from the location until an Atlanta Gas Light field service representative indicates it is safe to return.

  Close

Natural Gas Pricing/Rates:

• What is a therm?

  A therm is a unit of heat energy that the natural gas industry uses to calculate energy use. Energy consumption is then translated into charges.

  Close
• What is a fixed rate?

  A fixed rate freezes your price per therm so that you always pay the same rate, no matter what the market does. Whether the market goes up or whether it goes down, you’re assured of keeping the same rate. Customers can choose a fixed rate from 3 months up to 3 years, so this option is an excellent choice for budgeters and long-term planners.

  Close
• What is a variable rate?

  With a variable rate, the price per therm changes each month to reflect market fluctuations. A variable rate has no set term, so this is one of the most flexible rate plan options. Your price might go up, your price might go down, but you’ll always take advantage of the most competitive rates each month.

  Close

Texas FAQ's

Power Outages/Emergencies

• Who do I contact if my electricity goes out?

  If your electricity goes out, contact your local poles and wires company, which is 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) 866-7456

  Dallas/Ft. Worth and surrounding areas:
  Oncor Electric Delivery (formerly TXU): (888) 313-4747
  Texas New Mexico Power: (888) 866-7456

  South Texas:
  AEP: (866) 223-8508

  West Texas:
  AEP: (866) 223-8508

  Oncor Electric Delivery (formerly TXU): (888) 313-4747

  Close

Electricity Pricing/Rates:

• What is a kWh?

  A kWh (kilowatt-hour) is a unit of energy that measures the energy produced in one kilowatt over a period of one hour. This is the physical unit used to measure your electricity consumption.

  Close
• What is a fixed rate?

  A fixed rate freezes your price per therm so that you always pay the same rate, no matter what the market does. Whether the market goes up or whether it goes down, you’re assured of keeping the same rate. Customers can choose a fixed rate from 3 months up to 3 years, so this option is an excellent choice for budgeters and long-term planners.

  Close
• What is a variable rate?

  With a variable rate, the price per therm changes each month to reflect market fluctuations. A variable rate has no set term, so this is one of the most flexible rate plan options. Your price might go up, your price might go down, but you’ll always take advantage of the most competitive rates each month.

  Close

Billing / Charges / Payment

• 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:

  1. Energy Charge
  2. TDU Delivery Charge
  3. Customer Charge
  4. Miscellaneous Gross Receipts Tax Reimbursement
  5. PUC Assessment
  6. Sales Tax and TDSP Meter Surcharge

  Close
• When will I get my security deposit back?

  Infinite Energy will refund your deposit after six months of timely payments on your account. Once you qualify for the refund, your deposit will be applied as a credit to your account within 60 days.

  Otherwise, the deposit will 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.

  Until it is returned to you, your deposit will be kept in a non-interest bearing escrow account.

  Close