The main Enbridge Gas phone number and what it covers

Enbridge Gas operates in Ontario and serves roughly 2.2 million customers. Their main customer service line is 1-800-668-0521. This number handles billing questions, service requests, account changes, and general inquiries. The line is staffed Monday through Friday, 7 a.m. to 7 p.m., and Saturday 8 a.m. to 5 p.m. Eastern time. Sunday service is not available through this line.

When you call, have your account number ready — it appears on your bill and speeds up the process. If you are calling about a gas leak or smell gas, do not use this number. Hang up and call 911 or Enbridge's emergency line instead.

Key Takeaways

  • Enbridge Gas customer service is 1-800-668-0521, open weekdays 7 a.m. to 7 p.m. and Saturdays 8 a.m. to 5 p.m. Eastern time.
  • For gas leaks or the smell of gas, call 911 or the emergency line 1-800-424-9922 instead of the main number.
  • You can also reach Enbridge through their website at enbridge.com/gas or through online account management without calling.
  • Wait times are typically shorter early in the week and earlier in the day, especially before 10 a.m.
  • Have your account number from your bill ready before calling to speed up the process.

Emergency gas leak reporting

If you smell gas or suspect a leak, do not call the main customer service line. Call 911 first, then call Enbridge's emergency line at 1-800-424-9922. This line operates 24 hours a day, seven days a week. The emergency line is staffed when ready and does not route you through a menu.

Do not use any electrical switches, light a match, or create any spark near the suspected leak. Leave the building if the smell is strong. The emergency line will dispatch someone to your address and can advise you on safety steps while you wait.

Alternatives to calling

Enbridge offers several ways to reach them without waiting on the phone. You can log into your account at enbridge.com/gas to view your bill, report a problem, or request a service visit. The website also has a live chat option during business hours — look for the chat button in the bottom right corner of the page.

For billing or account questions, email is often faster than phone. You can find the email address for your specific inquiry type on their website under "Contact Us." Response time is typically one to two business days. If you prefer to handle things in person, Enbridge has payment locations across Ontario where you can pay your bill or ask questions, though these do not handle service requests.

What information you will need

Before you call, gather these details to make the conversation faster. Your account number appears on your bill and is the quickest way for the representative to find your account. If you do not have your account number, have your street address and postal code ready instead.

For service requests — like a meter inspection, a gas line repair, or a new connection — also have details about what you need done. For billing disputes, have your recent bills in front of you. For account changes like adding an authorized user or changing your mailing address, have the new information written down.

Wait times and best times to call

Enbridge customer service experiences higher call volumes on Mondays and Fridays, and between 10 a.m. and 3 p.m. on any weekday. If you can call on a Tuesday, Wednesday, or Thursday morning before 10 a.m., you will typically wait less than 10 minutes. Calling after 5 p.m. on weekdays also tends to be quieter.

If you reach a busy signal or are told the wait is longer than 30 minutes, try calling back in 30 minutes rather than staying on hold. The queue refreshes regularly, and you may get through faster on a second attempt.

Service requests and scheduling

When you call to request a service visit — for a meter check, repair, or new installation — the representative will ask for your preferred dates and times. Enbridge typically schedules appointments within two to five business days. You will receive a confirmation number and can track your appointment status online or by calling back with that number.

If you need to reschedule, call as soon as possible. Cancelling or rescheduling within 24 hours of your appointment may result in a fee, though this varies by the type of service. The representative will tell you the fee amount before you confirm the change.

Billing and payment questions

If you call about your bill, the representative can explain charges, discuss payment plans, or help you set up automatic payments. Enbridge offers budget billing, which spreads your annual gas costs evenly across 12 months — this can make your bill more predictable if you live somewhere with harsh winters.

You can also pay your bill by phone during the call, by setting up automatic payments online, or by mailing a check. If you are having trouble paying, ask about hardship programs or payment arrangements. Enbridge has options for customers facing financial difficulty, though these are handled on a case-by-case basis.

Frequently Asked Questions

What if I call outside business hours?

The main customer service line does not answer outside 7 a.m. to 7 p.m. weekdays and 8 a.m. to 5 p.m. Saturdays. You can still use the website to view your account, make a payment, or request a service visit. For emergencies like gas leaks, call 911 and then 1-800-424-9922.

Can I reach Enbridge by email instead of calling?

Yes. Visit enbridge.com/gas and select "Contact Us" to find email addresses for different departments. Email responses typically take one to two business days. For urgent matters, phone is faster, but email works well for billing questions or account changes that are not time-sensitive.

How do I check if my appointment is still scheduled?

Log into your account at enbridge.com/gas and look for your appointment under "Service Requests" or "My Appointments." You can also call 1-800-668-0521 with your confirmation number. If you need to reschedule, do it at least 24 hours before your appointment to avoid a fee.

What if I have a question about my bill but do not have my account number?

Have your street address and postal code ready instead. The representative can look up your account using that information. It takes a bit longer, but you will still reach the right account. Having your bill in front of you with the amount owed also helps speed things up.

Is there a number for billing disputes or complaints?

Start with the main customer service line at 1-800-668-0521. If you are not satisfied with the response, ask to speak with a supervisor or request information about Enbridge's formal complaint process. You can also file a complaint with the Ontario Energy Board, which oversees natural gas utilities in the province.