The main number for Philadelphia Gas Works is 215-235-1212

Philadelphia Gas Works (PGW) is the gas utility serving Philadelphia. You can reach their customer service line at 215-235-1212 during business hours. This number handles billing questions, account changes, and general inquiries.

If you have a gas emergency — a smell of gas, a leak, or suspected carbon monoxide — call 215-235-1212 when ready. PGW operates a 24-hour emergency line through this same number. Do not ignore a gas smell or try to locate the leak yourself. Leave the building and call from outside.

You can also reach PGW online at www.pgworks.com to pay your bill, view your account, or submit a service request through their website. Many routine tasks do not require a phone call.

Key Takeaways

  • Philadelphia Gas Works customer service is 215-235-1212, available during business hours for billing and account questions.
  • The same number connects to a 24-hour emergency line if you smell gas or suspect a leak.
  • You can pay bills and manage your account online at www.pgworks.com without calling.
  • If you smell gas, leave the building when ready and call from outside rather than trying to find the source.
  • PGW also handles service requests for new connections, meter issues, and appliance safety inspections through the main number.

What to have ready when you call

Before you dial, gather your account information. PGW will ask for your account number, which appears on your bill. If you do not have the bill in front of you, have your address and the phone number associated with the account ready instead.

For billing disputes or payment arrangements, have your recent bills available so you can discuss specific charges. If you are calling about a service problem — no heat, low pressure, or a suspected leak — describe exactly what you are experiencing and when it started. This helps the representative decide whether to send a technician or walk you through a straightforward fix.

When to call versus when to use the website

Use the phone line for emergencies, urgent problems, or situations that need a real conversation. Call if your heat is off, you smell gas, your bill is drastically higher than normal, or you need to set up a payment plan.

Use the website for routine tasks: paying your bill, updating your address, setting up autopay, or checking your account balance. The website is available 24/7 and does not require waiting on hold. You can also start a service request online for non-emergency issues like scheduling a meter reading or reporting a billing question — PGW will follow up by phone if they need more details.

Gas emergencies and what happens next

If you smell gas, do not use your phone indoors. Leave the building, go to a safe distance, and call 215-235-1212 from outside or from a neighbor's phone. Do not turn lights or appliances on or off, do not strike matches, and do not try to locate the leak yourself.

When you call, tell the dispatcher your address and that you smell gas. PGW will dispatch an emergency technician to your location. They typically arrive within 30 minutes to an hour in Philadelphia proper, though response times vary by neighborhood and time of day. The technician will locate the leak, repair it if it is on PGW's side of the meter, or advise you to call a plumber if the problem is in your building's internal lines.

You will not be charged for an emergency visit if PGW finds a leak on their equipment. If the problem is inside your building, you may be responsible for repair costs, but the technician will explain this before proceeding.

Billing questions and payment options

If your bill seems wrong or higher than usual, call 215-235-1212 to speak with a billing representative. They can review your usage, check for meter errors, and explain any rate changes. PGW bills monthly, and your bill includes the cost of gas plus delivery charges and taxes.

You can pay your bill by phone, online, by mail, or in person at PGW payment centers. Autopay through the website is the easiest option if you want the same amount deducted each month. If you are struggling to pay, ask about budget billing or payment arrangements — PGW has programs to help customers spread costs over time.

Service requests and new connections

If you are moving into a new apartment or house and need gas service turned on, call 215-235-1212 to request a connection. You will need to provide your address, move-in date, and proof of residency. PGW typically schedules connections within a few business days, though exact timing depends on demand.

If you need a meter inspection, want to report a suspected problem with your meter, or need to schedule a technician visit for any reason, the main number handles these requests. Describe the issue clearly so PGW can send the right type of technician and have the right equipment on hand.

Frequently Asked Questions

What should I do if I cannot reach anyone at 215-235-1212?

If the line is busy, try again in a few minutes or use the website to submit a service request. For true emergencies where you smell gas and cannot reach anyone by phone, leave the building and call 911. They can dispatch emergency responders and contact PGW on your behalf.

Does PGW offer budget billing or payment plans?

Yes. Call 215-235-1212 to ask about budget billing, which spreads your annual gas costs into equal monthly payments, or payment arrangements if you have fallen behind. You will need to provide income information for some programs.

How do I know if a gas smell is coming from PGW's line or my building?

If you smell gas only inside your home and not outside, the problem is likely in your building's internal lines. If you smell it outside your building or in a common area, it is probably PGW's line. Either way, leave the area and call 215-235-1212 from a safe distance. Do not investigate yourself.

Can I pay my PGW bill without calling?

Yes. You can pay online at www.pgworks.com, by mail, at a PGW payment center, or by setting up autopay. Paying online takes a few minutes and does not require speaking to anyone.

What if I have a complaint about PGW service or billing?

Start by calling 215-235-1212 to discuss the issue with a representative. If you are not satisfied, you can file a complaint with the Pennsylvania Public Utility Commission (PUC), which oversees PGW. The PUC has a complaint process on its website.