Virginia Natural Gas customer service phone number and what to expect

Virginia Natural Gas operates in the Hampton Roads area of southeastern Virginia and serves roughly 150,000 customers. Their main customer service line is 1-877-572-3287. This number handles billing questions, service requests, account changes, and general inquiries. The line is staffed Monday through Friday from 8 a.m. to 5 p.m. Eastern time. If you call outside business hours, you can leave a message or use their automated system to report an emergency.

For emergencies — a gas smell, hissing sound, or suspected leak — call 1-877-572-3287 and select the emergency option, or call 911. Virginia Natural Gas monitors emergency calls 24 hours a day. Do not ignore a gas smell or try to locate the source yourself. Leave the building, call from outside, and wait for the technician to arrive.

You can also reach Virginia Natural Gas through their website at virginianaturalgas.com, where you can pay a bill, report a problem, or start a new service request without calling. Many account changes — like updating your mailing address or payment method — can be done online faster than by phone.

Key Takeaways

  • Virginia Natural Gas customer service is 1-877-572-3287, open Monday through Friday 8 a.m. to 5 p.m. Eastern time.
  • For gas emergencies like a smell or hissing sound, call the same number and choose the emergency option, or call 911 when ready.
  • You can handle many account tasks online at virginianaturalgas.com without waiting on hold.
  • If you smell gas, leave the building and call from a safe location — never try to find the source yourself.

What you need before you call

Have your account number ready when you call. You can find it on your bill, in the upper left corner of the first page. If you do not have your bill handy, the representative can look up your account using your phone number and service address instead, but it takes longer.

If you are calling about a billing problem, have your most recent bill in front of you. If you are reporting a problem with your service — no heat, low pressure, or a suspected leak — be ready to describe what you are experiencing and when it started. For new service requests, have your service address and move-in date ready.

Common reasons to call Virginia Natural Gas

Most calls fall into a few categories. Billing questions include disputes over charges, requests for a payment plan, or questions about your bill format. Service problems include no gas reaching your home, low pressure, or a suspected leak. Account changes include updating your address, changing your payment method, or adding a second contact person to your account.

You can also call to set up a new account if you are moving into a home served by Virginia Natural Gas, to disconnect service when you move away, or to ask about budget billing — a program that spreads your annual gas costs evenly across twelve months so your bill stays roughly the same each month.

Wait times and how to avoid them

Wait times are usually shortest early in the morning on weekdays and longest in late afternoon. If you are not calling about an emergency, consider calling before 10 a.m. or after 4 p.m. to reach a representative faster. Tuesdays and Wednesdays tend to be busier than Mondays, Thursdays, or Fridays.

The online portal at virginianaturalgas.com has no wait time and works 24 hours a day. You can pay a bill, report an outage, request a service call, or update your account information without speaking to anyone. If your issue is routine, the website is often the fastest route.

What to do if you cannot reach anyone

If the phone line is busy or you reach only an automated system, you have a few options. Leave a detailed message with your account number, phone number, and a description of your problem. Virginia Natural Gas returns calls within one business day for non-emergency issues. For faster service, try the website — you can submit a service request or payment online and receive confirmation when ready.

If your issue is urgent but not a gas emergency, call back during business hours the next day. If you smell gas or suspect a leak, do not wait — call 911 or the emergency line when ready, even if it is after hours.

Mailing address and other contact methods

If you prefer to write, Virginia Natural Gas accepts mail at their corporate office. You can find the mailing address on your bill or on their website. Mail takes longer than a phone call or online request, so use it only for formal complaints or documentation you want on record.

Virginia Natural Gas does not monitor social media for customer service requests, so do not rely on Facebook or Twitter to report a problem. Stick to the phone number, website, or mailing address for any issue that needs a response.

Frequently Asked Questions

What should I do if I smell gas in my home?

Leave the building when ready and call 911 or Virginia Natural Gas at 1-877-572-3287 from outside. Do not use your phone inside the home, do not turn lights or appliances on or off, and do not try to find the source of the smell. Wait outside for the technician to arrive.

Can I pay my bill over the phone?

Yes. Call 1-877-572-3287 and a representative can process a payment using your bank account or credit card. You can also pay online at virginianaturalgas.com or by mail. Online and phone payments are usually applied the same day.

How long does it take to set up a new account?

New service typically starts within three to five business days of your request, depending on whether your home already has a meter and gas line installed. Call to request service as soon as you know your move-in date. If the line is not yet installed, Virginia Natural Gas will schedule a technician to do that work first.

What if I have a question about my bill but it is after 5 p.m.?

Use the online portal at virginianaturalgas.com to view your account, see your payment history, and submit a question. A representative will respond during business hours the next day. For emergencies, call the emergency line anytime.

Is there a different number for reporting a gas leak?

No. Call the same number, 1-877-572-3287, and tell the automated system or representative that you are reporting a gas emergency. If you smell gas, you can also call 911 directly. Both routes will connect you to Virginia Natural Gas emergency response.