Frequently Asked Questions – Customer Information System Upgrade

What is a Customer Information System?

This is a core technology system that holds information to accurately bill, schedule, and service our customers day-to-day.

How will I be impacted by the Customer Information System Upgrade?

The impact should be minimal. Your account number will change, and you will be unable to access online bill pay through our customer portal during our transition time. VGS will only be able to conduct emergency service work during this time as well.

When will this occur?

The transition date is not currently set, but is planned to be completed late summer/early fall.  We will update customers on the new date for conversion as soon as it is set.

Why is my account number changing?

With this upgrade, all accounts will be assigned a new 12-digit Customer-Account number (ex 123456-987654). The Customer-Account number combo allows us to simplify how we classify customers within the system.

How will I receive my new Customer-Account number?

Your new Customer-Account number will be reflected on your next bill received after completion of the conversion, date to-be-determined. Plus, we will send you a letter after conversion with your new Customer-Account number(s) with a reminder to update it through your bank.

How can I pay my bill during this time?

You cannot pay your bill online during the conversion time.  Again, the conversion timeframe has not been set and we will inform customers once the date is confirmed.  You can pay by mail or in-person at a local CVS during this time.

By mail:

VGS
Payment Processing Center
PO Box 1336
Williston, VT 05495-1336

In person:

VGS customers can pay in cash at CVS Pharmacy locations.
Please bring your monthly bill to have the barcode scanned at register to make your payment.

What if I have an emergency?

If you have an emergency during this time, VGS is still open and will be able to respond.  If you smell gas, leave the premises immediately and call 1-800-639-8081, or call 911.  If your carbon monoxide alarm alerts, call 911.  If you have an emergency with your equipment, call us at 1-800-639-8081.

Can I have Service work scheduled or performed during the conversion period?

We will not schedule or perform Service work during the conversion period.  Once the date has been set, we will inform customers so you can plan accordingly.  Our Customer Information System manages our scheduling, and it will not be available during the conversion.

During the conversion time, we will only be conducting emergency Service work for our customers.

If you have an emergency during this time, VGS is still open and will be able to respond.  If you believe you smell gas, leave the premises immediately and call 1-800-639-8081, or call 911.  If your carbon monoxide alarm alerts, call 911.  If you have an emergency with your equipment, call us at 1-800-639-8081.

Will there be any change to my customer bill?

You will not experience any changes to your customer bill.  You will still receive your bill via mail or electronically, based upon your current enrollment preference, and will continue to be billed monthly.  If you do experience any disruptions in billing or payment after the conversion, please contact Customer Care at: 802-863-4511 or customerservice@vermontgas.com

I pay my bill through my bank; do I need to update with my new account number?

Yes, we recommend that you update your previous account number with your new Customer-Account number.  You can wait until your next bill, after the conversion, to obtain your new account number (i.e., 123456-987654).

I have an online account with VGS, do I need to do anything due to the conversion?

No. If you have a registered account on our customer portal, it will transition over with your new Customer-Account number. Continue to login with your same email and password. If you experience any changes or issues, please call or email Customer Care: 802-863-4511 or customerservice@vermontgas.com

Will I need to re-enroll in Autopay or Paperless billing?

No. Accounts on autopay through our customer portal and on paperless billing will remain in place.  If you experience a disruption, please call or email Customer Care: 802-863-4511 or customerservice@vermontgas.com

If I do not use Bill Pay through my bank, is there anything I need to do?

Yes, when submitting or making payments please provide your new Customer-Account number which you will be able to find on your bill after the conversion.