FAQ

Frequently Asked Questions

Gas Leaks

What do I do if I detect a gas leak?
If you suspect a natural gas leak, leave the area immediately, then call us at 1-888-427-1427. Do not use any electrical devices, such as light switches, telephones, computers, or appliances, such as garage door openers. They could generate a spark and ignite the gas. Do not try to locate the source of the gas leak or try to shut off any gas valves or appliances. Once you have exited the building, do not re-enter the building or return to the area until a SEMCO ENERGY Gas Company service technician says it's safe to do so.

If you are digging and think you may have damaged a natural gas pipeline, leave the area immediately. If you are using motorized equipment and can turn off the motor safely, do so to prevent the ignition of any leaking gas. Then, abandon the equipment and leave the area. Never restart equipment until the surrounding environment has been checked and declared safe. More Info

Payment Options

Where can I make a payment in person?
Customers have three options to pay their gas bills. First, customers may pay their bills at our Authorized APS Bill Payment AgentsMore Info

Where do I mail a payment?
Bills should be mailed to the following address:

SEMCO ENERGY Gas Company

PO Box 740812
Cincinnati OH 45274-0812

Can I pay my bill over the phone?
Yes. SEMCO ENERGY Gas Company takes credit card and check payments over the phone and through our 24-hour automated phone system. Just call 1-800-624-2019 and pay with your VISA, Discover, MasterCard, or personal check. You'll need to have your account number and a credit card or blank check ready. A convenience fee of $3.50 will apply. Bills greater than $500 will be split into multiple payments. More Info

My Access Online / eBill

Can I view/pay my bill online? How do I enroll?
My Access Online” is our web-based service that enables you to gain real-time account access. “My Access Online” enables you to view the most commonly sought after account information, such as your current balance and consumption history. You may also utilize “My Access Online” to request a payment extension or to make a payment. To make signing up easier, please have the following information available:
  • Your Account Number
  • Your Zip Code
  • A Valid E-mail Address
Additionally, you will be asked to create a unique User Name and a Secret Question and Answer. Please write these down and keep them safe.

How do I change my e-mail address?
While logged into “My Access Online”, you can update your e-mail address by clicking on the “Update Mailing Address” in the “Account Services” section. Then, click on “Edit Email Preferences” to enter your update.

I’ve forgotten my user name or password – what do I do?
If you forget your User Name, please click on the "Forgot your User Name?" link, located on the Customer Login screen of “My Access Online”. You will be prompted to enter your e-mail address. After successfully validating this information, you will be asked to answer your Secret Question. Your User Name will then be sent to the e-mail address we have on file.

If you forget your Password, please click on the "Forgot your password?" link, located on the Customer Login screen of “My Access Online”. You will be prompted to enter your User Name and answer your Secret Question. After successfully validating this information, you will be e-mailed a temporary Password. Upon re-entering “My Access Online” using your temporary Password, you will be prompted to create a new, permanent Password.

Can I register more than one account?
To add more than one utility account to your “My Access Online” account, click the “My Accounts” button followed by the “Add Utility Accounts” link. You will need the other account number(s) to complete the update.

I'm having a problem receiving e-mail from SEMCO ENERGY Gas Company - what do I do?
If you are having problems sending e-mails to or receiving e-mails from SEMCO ENERGY Gas Company, please refer to this document to be certain your e-mail service is set up correctly: E-Mail Whitelist Instructions.

Turn On, Turn Off, or Transfer of Service

How can I turn on, disconnect, or transfer my service?
Please contact Customer Service at 1-800-624-2019 or e-mail Customer Service at customer.service@semcoenergy.com to turn on, turn off, or transfer service.

Service Territory

Where does SEMCO ENERGY Gas Company provide Natual Gas service?
SEMCO ENERGY Gas Company provides natural gas service to approximately 255 communities in the state of Michigan. For a detailed map SEMCO ENERGY Gas Company's Service Territory, click here.

Budget Payment Plan

How do I get on the Budget Plan?
Our Budget Billing program takes your energy costs and spreads them out over a 12-month period. It is a great way to help balance your household budget, and it’s FREE! Enrollment is open to eligible customers during May, June, and July of each year. Contact our Customer Service Department, toll free, at 1-800-624-2019, Monday through Friday from 8AM to 4:30PM or by e-mail at customer.service@semcoenergy.com. More Info

Can I stop the budget plan and pay the past due balance, or pay the balance due?
Yes. If you sign up for the budget, you are not obligated to stay on it. If you wish to unenroll, simply contact Customer Service at 1-800-624-2019, Monday - Friday from 8AM to 4:30PM. Please keep in mind that, in order to return to the budget plan, you must wait until the open enrollment period. More Info

Direct Payment Plan

How do I get on the Direct Payment Plan?
To enroll in our Direct Payment Plan, please contact Customer Service at 1-800-624-2019, or e-mail Customer Service at customer.service@semcoenergy.com. Please allow 30-60 days for your enrollment to be processed. More Info

Payment Assistance

I’m low income – is there any help available for me?
SEMCO ENERGY Gas Company offers a variety of payment plans and assistance programs to help customers with their gas bills. The most important thing is to contact SEMCO ENERGY as soon as you know you cannot pay your entire gas bill. If you are eligible, we will work with you to set up a suitable payment plan or advise you of assistance agencies in your area. For more information, contact a SEMCO ENERGY Gas Company Customer Service Representative at 1-800-624-2019, or call the Department of Human Services Energy Hotline at 1-800-292-5650. More Info

Energy Conservation

What can I do to reduce energy use in my home?
There are four easy ways to reduce your home’s energy use. First, lower your thermostat. Each degree you lower the temperature cuts your utility bill by one or two percent. Second, close vents to unoccupied rooms. Third, seal windows with plastic to stop drafts and avoid unneeded heat loss. Lastly, change filters on your furnace on regularly. More Info

Miss Dig

How do I contact MISS DIG?
If you do any activities that require digging, Michigan law requires you to call Miss Dig. Call Miss Dig at 1-800-482-7171 or 811, at least three working days before your project is to begin. Miss Dig will notify all utilities to mark their lines in the area. This helps avoid possible injuries or damage to natural gas and oil lines, electric, telephone, TV cable, and water or sewer pipes. Both the call and the Miss Dig service are free. More Info

Carbon Monoxide

What do I do if my Carbon Monoxide Detector goes off?
Carbon Monoxide is poisonous. Never ignore an alarming CO detector/alarm. If the detector/alarm sounds, operate the reset button and call your emergency services (fire department or 911). Immediately move to fresh air; go outdoors or by an open door or window.

Contacting SEMCO ENERGY Gas Company

How do I make a complaint?
You can file a complaint by contacting SEMCO ENERGY Gas Company toll free at 1-800-624-2019, or by e-mailing us at customer.service@semcoenergy.com. Please have your account number ready so that we may provide you with efficient service.

Reading Your Gas Meter

The dials on the gas meter register the amount of gas used in units of 100 cubic feet. Reading a meter is similar to reading a clock. Here's what to do:
  1. Face the meter and read the dials from left to right. Read the numbers as indicated by the hands on the dials.
  2. If a hand is between two numbers, read the smaller number; except when the hand is between 0 and 9 as in A below, in which case you record the number 9.
  3. In the illustration below, dial A reads 9; dial B reads 0; dial C reads 8; and dial D reads 5. Therefore, the correct reading for this meter is 9085. Some meters do not have dials as illustrated. Instead, the meter will look like a mileage indicator on an automobile. In this case, a meter reading would appear as indicated.


Read your meter

 

Change Your Mailing Address

Do you need to change the address your monthly billing statements are mailed to? SEMCO ENERGY Gas Company now provides several ways for you to do so!

Customers currently enrolled in “My Access Online” can submit mailing address changes through our website. Simply log on to your account and use the “Update Mailing Address” link located in the left sidebar. If you are not currently a “My Access Online” customer, enrollment is quick and easy.

To register, you'll need the following information from your latest gas bill:

  • Account number
  • The 5-digit zip code of your mailing address


You can also change your mailing address by contacting our Customer Service department, toll free, at 1-800-624-2019 or by sending an email to customer.service@semcoenergy .com. Our Customer Service Representatives are specially trained to assist you in a friendly, efficient manner.

Consumer Product Safety Commission
Carbon Monoxide Questions and Answers
CPSC Document #466

  1. What should you do when the Carbon Monoxide (CO) detector/alarm sounds?

Never ignore an alarming CO detector/alarm. If the detector/alarm sounds, operate the reset button. Call your emergency services (fire department or 911). Immediately move to fresh air -- outdoors or by an open door/window.

  1. What is CO and how is it produced in the home?

Carbon monoxide (CO) is a colorless, odorless, and poisonous gas. It is produced by the incomplete burning of solid, liquid, and gaseous fuels. Appliances fueled with natural gas, liquefied petroleum (LP gas), oil, kerosene, coal, or wood may produce CO. Burning charcoal produces CO. Running cars produce CO.

  1. What are the symptoms of CO poisoning?

The initial symptoms of CO poisoning are similar to the flu (but without the fever). They include:

    • Headache
    • Fatigue
    • Shortness of breath
    • Nausea
    • Dizziness

Many people with CO poisoning mistake their symptoms for the flu or are misdiagnosed by physicians, which sometimes results in tragic deaths.

CPSC "Responding to Residential Carbon Monoxide Incidents" Guidelines for Fire and Other Emergency Response Personnel.
http://www.cpsc.gov/library/foia/foia04/os/resident.pdf