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Frequently asked questions

​Find answers to the most frequently asked questions.

General

Do you have any special offers or promotions I should be aware of?

Our website contains an array of information relating to special offers, promotions and energy efficiency. Check out our latest rebates and offers.

Do you have information about gas usage and energy conservation?

Helping customers save energy is part of what we do at FortisBC. Residential customers can find useful tips and advice on how to be energy efficient at home. Saving energy is good for business too. Check out all the related information and tools that can help optimize your organization's use of natural gas.

Account information

How do I start or stop a FortisBC natural gas account?
Please call customer service to start a new natural gas account at 1-888-224-2710, Monday-Friday from 7 a.m. to 8 p.m. You can log in to Account Online to stop your account or call customer service.
How do I let you know I'm moving?

Log in to Account Online to submit your request to stop your service while you’re still at the address on your account. You can also submit your request to move your service through Account Online. Alternatively, you can call customer service at 1-888-224-2710, Monday-Friday from 7 a.m. to 8 p.m.

Why is my bill higher than normal?

A higher bill can result from increased gas use or a rate change.

Increased gas use – sometimes you may use more gas than usual. This could occur because the weather is colder than normal and you’re running your furnace or gas fireplace for longer periods. Guests or more people living in your home can also result in higher consumption as more people use more hot water to take showers or baths and do laundry.

Increased gas use can also occur if you have a pool or hot tub heated with natural gas, doors or windows in the home are not properly sealed or insulated or your gas appliances are not functioning properly.

Rate changes – natural gas is a commodity traded on the open market like oil, coffee and lumber and its price can fluctuate up or down depending on a variety of factors such as weather, supply and demand, the economy and world events.

We review the price of natural gas with the BC Utilities Commission every three months. Since we purchase natural gas on behalf of our customers and pass the cost on without markup, any changes to the cost of natural gas are also passed on.

How do I advise you that I've made a payment on my natural gas account?

You only need to advise us if you’re making a late payment or a payment after receiving a Notice of Disconnection. Please call customer service at 1-888-224-2760 with your payment information.

Note: it can take up to three business days for your payment to be processed when made through a financial institution or online and up to five business days for cheques.

Account Online

I'm trying to access my online account, but I've been locked out of the system. What should I do?
For security reasons, three successive unsuccessful log in attempts to your account requires a password reset. You can select the Forgot your password? link on the Account Online log in page to reset your password or call customer service at 1-888-224-2710 and a representative will help you with this request.
How do I go back to receiving a paper bill instead of paperless?

You can update your bill deliver method by logging in to Account Online, selecting Bill delivery options from the Billing menu and following the steps. You also can call customer service at 1-888-224-2710, Monday-Friday from 7 a.m. to 8 p.m.

Discontinuation of service

Will you notify me before cutting off my gas service?

Prior to being disconnected, you will receive a Notice of Disconnection that will be mailed separately from your bill. It will advise you of the amount that must be paid to avoid disconnection and when your gas service will be disconnected. Your latest statement will also highlight an arrears date on your account and the terms of payment required to avoid disconnection.

We only send one notice, so do not ignore it. To avoid disconnection of your service, you must pay the overdue balance immediately and report the payment by calling us at 1-866-668-6624.

To reconnect your service after disconnection, you must pay your total bill plus a reconnection charge and a security deposit.

Can you cut off my gas service without notice?

We may disconnect a customer's gas without notice, or may refuse to set up a new account, in the following situations:

  • the customer has not provided us with acceptable references and identification
  • the customer has not applied for service and the home appears to be vacant - as a new tenant or owner, you must apply for a new gas account
  • the customer has not told the truth about how they use their gas
  • the customer has moved out of their home
  • there is a defective pipe, appliance or gas fitting in the customer's home

For more information, please refer to tariffs, terms and conditions.

Payment plans

I've enrolled in the Equal Payment Plan, but my monthly instalment amount has changed. Why has this happened?
Your monthly instalments are automatically reviewed every three months and can be adjusted either up or down to reflect significant changes in the weather, your gas usage or gas rates. At the end of your billing year, you'll receive a charge or credit for the difference between the monthly instalments billed and the cost of the natural gas you've actually used.
I recently enrolled in the Pre-authorized Payment Plan, but I just received my monthly statement requesting payment. What's happened?

Your first pre-authorized payment will be withdrawn from your bank account in the next billing period. It's important to note that you still need to pay your bill for the current billing period through one of our other payment options.

Once the first payment has been withdrawn from your account, we recommend ensuring the pre-authorized payment amount corresponds to what's been withdrawn. If the totals are different, contact customer service at 1-888-224-2710.

Security deposit

When would I have to make a security deposit?

We request security deposits from customers who:

  • have a poor credit history with FortisBC
  • have no credit history with FortisBC 
  • do not consent to an external credit check during sign up
  • fail an external credit check during sign up

If your gas service has been disconnected for non-payment in the past, we may use your security deposit to cover your unpaid bills. If this happens, we will require another security deposit when you reapply for gas service.

How much is the standard security deposit?

A standard security deposit is two monthly bills with the highest consumption at the service address. Interest is paid to you annually at year end. Your residential security deposit is returned after one year of good payment history or when you cease to be a FortisBC customer.

If you cannot pay all of your security deposit at one time, please contact us at 1-888-224-2710 to arrange a monthly payment plan that will spread the security deposit out over a few months. If you arrange a payment plan to cover a security deposit, you are required to keep your current gas charges up-to-date and make the monthly payments you have agreed upon.

Will I get my security deposit back?
We will return your security deposit, including interest, after one year of good payment history or when you cease to be a FortisBC customer.