If you are a current customer of Stream Energy and have received a bill from us, you will find this information on the top left hand column of the bill, under the heading “Product Plan”. This will inform you what type of product plan you are on (i.e. Residential Fixed Rate), and under the “Current Stream Charges section”, there will be a header that states “Energy Rate”. That is the rate you pay per therm consumed.

Simply visit us online. Choose the service plan you like. Have your account information handy.

Good for you for seeking peace of mind and security when it comes to locking in your energy rate. Simply visit us online. Choose the service plan you like. Have your account information handy.

Once you’ve locked into an agreement there is no way to change again before the end of your agreement without paying the early termination fee. Stream Energy makes every effort to provide very competitive options for fixed rate products.

Natural gas is a commodity that is traded continuously throughout the day on a market-based exchange. As such, there is much uncertainty and market volatility from one moment to the next. By locking into a fixed rate, you are guaranteed that your rate will not change for the entire length of the contract. Therefore, it is wise to find a service plan that best suits your needs and makes the most financial sense for you and your family.

You can select what’s called “Recurring ACH”. That’s where Stream Energy will initiate an automatic deduction from your checking account each month your bill is due. The payment will be withdrawn from your account on the Due Date (the date your bill is due each month). So, whatever the Bill Due-Date is on your bill, then that’s the date which the funds will be taken. This way, you’ll never have to worry about ever missing a payment.

These are charges the Local Distribution Company (LDC), or your gas pipe-line company (AGL), assesses to all customers receiving natural gas commodity service. They are simply passed through to you (where applicable).

There are a number of factors that can affect your bill. Here are a couple quick checks that you can do.

• What service plan are you on? Variable or Fixed Rate? Now, pull up some bills from a few months ago and see if anything has changed. A Variable Rate Plan can change without advanced notice. Remember, a Variable Rate Plan may only be for you if you wish to avoid a contract with an Early Termination Fee. Otherwise, the risk you take is a potential fluctuating rate!
• What are you paying in cents per therm? In other words, what is your rate?
• If you have access to last year’s bills, go back and compare last year’s bill for the same month or billing cycle and do an apples-to-apples comparison to see how they match up. Be mindful of your energy rate charged per therm, any weather anomalies (last year may have been slightly warmer or cooler than this year for the same time period), and any additional changes in your consumption pattern.
• If you feel that your meter may have been estimated (as indicated on your bill) or that it was read incorrectly, you are entitled to request a meter re-read. You can ask for one by simply contacting us and making a request for such. However, please note that if you ask for a meter re-read and the usage is not outside of 150% of the difference from last year then the re-read request may be turned down. If a re-read is warranted, then AGL will re-issue a new usage to us and your bill will be changed to reflect the correct consumption. Also, keep in mind that over 99% of the time this request is made there is no problem with the meter. More often than not another variable is causing the high bill such as an estimated read, varied weather patterns, a behavior change that is affecting usage or something else.

Being a Stream Energy customer is now easier than ever. Simply click here to Enroll for Service, and you’re minutes away from becoming a customer. Please be advised that that switching process takes an average of 10 to 30 days to complete. Once you have successfully completed the Quality Control process and satisfied all credits requirements, then your switch request will be submitted to AGL for processing. If your switch request is submitted before the 20th of the month, then you will become an active Stream Energy customer on the 1st of the upcoming month. However, if your switch request is submitted after the 20th of the month then you will become active with Stream Energy on the 1st of the following month.

If you are new to the Georgia AGL market, or are a first-time homeowner and do not currently have a gas marketer, then simply visit the same link above and select the option for ‘New Service/Turn-On.”

In order for your request for service to be submitted, it is important that you complete the Quality Control process and satisfy all credit requirement. If you have not yet completed the Quality Control process, then you may do so by dialing one of the following numbers:

Quality Control English: 1-866-861-5167
Quality Control Spanish: 1-866-861-5560

Disruption of service:
If there is a disruption of service in your area, then contact AGL (inside Atlanta at 770-994-1946 or outside the Atlanta Metro Area at 1-877-427-4321, because they will work on restoring service to your premise at their earliest convenience. More likely than not, you will not be the only one without natural gas service. Please remember that Stream Energy does not read your meter or control the pipes in your neighborhood. Under Georgia law, that may only be handled by AGL. If there are any exposed pipes or you smell gas, do not go anywhere near them. Doing so could result in serious injury or death and proper authorities must be advised.

Shut off for Non-Pay:

If you were shut off for non-payment, then make sure you pay your bill and any applicable reconnection fees in order to have service restored. Please be advised that service restoration is based on available dates and timeslots provided by AGL and available AGL resources. Remember, AGL performs the reconnection, not Stream Energy personnel. If you have any questions about getting your service reconnected, then contact one of our Customer Care professionals at 1-866-543-4642.

The switching process takes an average of 10 to 30 days to complete. Once your request to Stream Energy is deemed complete (that’s after you’ve successfully completed the quality control process and satisfied all credit requirements), then your switch request will be submitted to AGL for processing. If your switch request is submitted before the 20th of the month, then you will become active as a Stream Energy customer on the 1st of the upcoming month. Therefore, under this scenario, your switch could easily take less than 30 days to complete. However, if your switch request is submitted after the 20th of the month, then you will become active on the 1st of the following month.

If you are suddenly receiving a bill from a gas company other than Stream Energy and never consented for such, then you may be a victim of slamming. The first thing you should do is to make sure you contact a Stream Energy Customer Care Representative at 1-866-543-4642 and notify them of the situation. We will do everything on our end to regain you as a valued customer.

Stream is unable to transfer your services to a new premise at this time. However, what we can do and what you need to do, especially if you are moving out of your premise and no longer need natural gas service at your former premise, is contact a Stream Energy Customer Care Representative and request for a turn-off. This will discontinue gas service to your former premise. In order to have gas service at your new premise, then simply click here to Enroll for Service and select the option for ‘New Service/Turn-on.”

When enrolling online, there should be a drop-down menu option that allows you to choose the state which issued your Driver’s License. If so, then enter in your pertinent information and you’re good to go. However, if this cannot be done, then it’s okay to leave the field blank – just make sure you have provided us with your correct and legal Social Security information.

Your AGL number is an account number that AGL assigns to all natural gas service delivery end points. It is unique to your meter and to your premise. The AGL Account Number can be found on any bill (whether from Stream Energy or your previous gas company).

If you cannot locate your AGL number, then you may contact either your current natural gas company or AGL at one of the following contact numbers:

• Inside Atlanta: 770-994-1946
• Outside Atlanta Metro Area: 1-877-427-4321

If you smell a SLIGHT odor of natural gas in or at your premise:

• Open all windows and doors
• Extinguish all open flames (for example, a candle you may have lit) and do not strike any matches
• Do NOT switch on any electrical equipment
• Call the Emergency Number below for assistance.

If you smell a STRONG odor of natural gas in your home:

• Evacuate your home immediately and call the emergency number below for assistance.
• Do not switch any electric appliance on or off, including lights
• DO NOT USE TELEPHONES OR CELL PHONES ON THE PREMISES
• Once you are in a safe place to make a phone call, call the emergency number below and stay away from the premise until help arrives or you are instructed it is safe to return.

AGL will handle all emergencies. Please call: In Metro Atlanta: 770-994-1946; Outside Metro Area: 1-877-427-4321.

All customers who initiate the enrollment process with Stream Energy undergo a credit check. Failure to meet Stream Energy’s minimum requirement will require a deposit to be posted before the switching process can begin. If a deposit is required, you will need to satisfy the deposit requirement before we can process your enrollment. However, if you are not notified of such during the quality control process, your enrollment will automatically be processed.

To ensure that your enrollment is not delayed, it is important that you satisfy all credit requirements. If you are required to post a deposit, you can choose from any of the following:

• Whether you have questions or would like to pay your deposit via credit or debit card, our representatives are ready to assist you. Please call 1-866-543-4642 to remit payment for deposit.
• If you receive a deposit letter in the mail, you can remit your payment along with the coupon by mailing it in the self-addressed envelope to:

  Stream Energy
  Attention: Deposit Processing
  PO BOX 192746
  Dallas, TX 75219-8527

* Please note that paying by mail may delay the processing of your enrollment request.

A unique number that is assigned to your Stream Energy account. It helps identify your service delivery points and any other pertinent account information with you, the account holder. Keep this number handy when contacting Stream Energy’s contact center or when wanting to make a payment at any of Stream’s online or retail walk-up pay stations.

Natural Gas consumption as determined by your local distribution company (LDC) either in-person or by electronic means when they read your natural gas meter each month.

Natural gas consumption as determined by actual reading in person after an estimated or incorrect meter read was taken. This is to reconcile any meter read discrepancies and/or disputes. It is likely that the Adjusted Meter Read may occur close to the time the estimated or incorrect meter read was taken or upon the following month’s meter read date.

Atlanta Gas & Light

This is a charge assessed by AGL for the total cost of delivering gas to your premise.

The total amount due to bring your account current.

The remaining balance after all payments posted since the last bill date.

The physical address to which your monthly Stream Energy bill is sent. Depending on your scenario, the Billing Address may often-times be different than the address where the natural gas is being provided. If you are not receiving an invoice each month please contact our Customer Care Department.

Each monthly bill accounts for service provided by Stream Energy for a specified period of time, beginning with a Service Period Start Date and ending with a Service Period End Date. The number of days in each Billing Cycle and the day of the month in which the Billing Cycle relates to is approximately the same each month. However, please note that the Billing Cycle can vary on average between 28 to 34 days – this is due to weekends and holidays.

This is the date the bill is mailed to you, the customer.

A measure of energy that is used as a conversion factor to calculate the amount of gas consumed in therms. BTU factor fluctuates from month to month as heat content varies.

A measurement in hundreds of cubic feet of gas used during a service period.

Calculates the total amount due for all natural gas charges based on natural gas consumption during the specific Billing Cycle. The charges assessed in the Current Bill include all costs related to the provisioning, including transportation, distribution, and storage of natural gas to your premise and already consumed.

This amount is calculated by multiplying your natural gas consumption (expressed in therms) by your Energy Rate. The product of your consumption by the Energy Rate will yield the Energy Charge, or the total cost of natural gas commodity (this does not include transportation and delivery charges – those are separate).

May include over payments, Stream Energy issued credits, or elderly assistance.

This is a standard non-negotiable fee assessed by Stream Energy which takes into consideration all the various costs associated in providing customer service for servicing your natural gas account.

The delivery cost of gas based on a customer’s demand on the system on the coldest day of the year.

The following charges may include but are not limited to: Reconnect Fees, Turn-On Fees, Senior Citizen Discounts, and other delivery changes assessed by AGL.

In the event of an emergency or an outage, you should contact the Atlanta Gas Light Company (AGL) at the following numbers:

• Inside Atlanta: 770-994-1946
• Outside Atlanta Metro Area: 1-877-427-4321

Dependent upon the type of plan you have enrolled in with Stream Energy, the Energy Rate is the multiplier by which the total natural gas consumption (expressed in therms) is multiplied. Rates vary by service plan.

Natural Gas consumption as determined by your area LDC by taking an estimate of your natural gas consumption either by looking at the past history for your premise or by trending your usage over time using historical data. An Estimated Meter Read is typically done in situations where the meter is not easily accessible (either due to obstruction, inclement weather, or potential hazards), thereby preventing the meter reader from getting an up-close and accurate meter read.

Always allow clear access to your meter for the authorized meter reader to perform their responsibilities. Also, DO NOT ever touch or disconnect your meter or you may be subject to tampering charges and fines for doing so by the Local Distribution Company (LDC).

The last and final bill for which you will be financially responsible for paying and ensuring you have a zero balance. Failure to make your account current by paying your Final Bill may result in Stream Energy taking further legal and remedial actions toward recovering such expenses incurred by you as a customer. If you wish to have your Final Bill mailed to you at your new address, then please contact Customer Care or make the adjustment online using your My Stream Account at https://myaccount.streamenergy.net/.

Fees assessed due to the late payment of an invoice.

The utility that owns and operates the equipment, infrastructure, and facilities that transmit and distribute natural gas to your premise. The LDC is responsible for all things pertinent to the servicing of natural gas to your premise, including but not limited to reading your meter, disconnecting and reconnecting your service, and responding to emergencies in the event of a gas outage or leak.

Unique number that identifies the meter at your service delivery end point. It helps identify which meter is in use and effective with your specific ESI ID.

Start/End Reads these are the actual reads from your meter unless noted as EST which would indicate an estimate.

A graph reflecting the rolling monthly usage for the past year.

This is the portion of the invoice that you must detach and return if you decide to mail in your payment (either check or money order).

All payments received since the last invoice bill date.

Provides information about your account including your Account Number, AGL Number, Invoice Number, Service Address, Service Period Start Date, Service Period End Date, Bill Date, and Due Date.

Set by and assessed by the city/county in which your service location exists.

A number that is unique to the premise which receives natural gas service from the LDC.

Any announcements or special notifications will be listed in this area.

The industry standard unit of measure for which all natural gas consuming customers are charged. The accumulation of which in a specified period of time (i.e. Billing Cycle) determines your natural gas use and can affect how much you pay for such services.

The total amount of Natural gas (expressed in therms) consumed in any given Billing Cycle. This is calculated by subtracting the prior month’s meter read from the current month’s meter read.

This is the total amount for which you are responsible to pay to Stream Energy for all services provided (current or past) to you under the specified service plan and applicable terms and conditions.

Please note that even if a portion of your bill is under dispute, you must contact us and pay all or an agreed upon portion of your Total Amount Due.

The total of any currently disputed amounts.