If you’ve recently looked at your gas bill and noticed a new logo or a name you didn't recognize, you aren't alone. Dominion Energy Ohio is officially a thing of the past. As of early 2024, the Canadian energy giant Enbridge completed its massive $6.6 billion acquisition of the utility, rebranding it as Enbridge Gas Ohio.
Transitions like this are rarely quiet. For the roughly 1.2 million customers across the state, it has meant new account portals, updated payment addresses, and a fair share of "wait, who do I call now?" moments. It’s a lot to keep track of. Honestly, most people just want to know how to keep their heat on and their bills accurate without spending three hours on hold.
The Core Contact Info You Actually Need
Let’s get the vital stuff out of the way first. If you smell gas—that classic rotten egg odor—stop reading this and leave the building.
The Enbridge Gas Ohio customer service emergency line is 1-877-542-2630. It’s staffed 24/7. Don't use the website for emergencies. Just call.
For everything else—billing, starting a new account, or asking why your meter read looks wonky—you’re looking at different channels. The main customer care number is 1-800-362-7557. They are open Monday through Friday, from 7 a.m. to 7 p.m. If you’re a business owner, your hours are a bit tighter, usually wrapping up around 4:30 p.m. EST.
Many people try to find a physical office to walk into. While Enbridge has a presence in Cleveland, most "customer service" happens digitally or over the phone now. If you prefer the DIY route, the new portal at mya.enbridgegas.com is where you'll spend most of your time.
What Changed (and What Didn't) During the Move
It’s easy to assume everything changes when a company gets bought. That isn't quite the case here. Your actual gas pipes, the meter on the side of your house, and the crews driving the trucks are largely the same people who were there under the Dominion flag.
However, the "back end" is where the friction happens.
One big point of confusion is the AutoPay system. Enbridge shifted their electronic payments to a third-party vendor called Paymentus. Even if you had AutoPay set up for a decade with Dominion, Enbridge required customers to re-authorize those payments. If you didn't, you might have found yourself with a "Past Due" notice despite having plenty of money in the bank.
Then there’s the HomeServe situation. Many Ohioans have optional repair plans for their gas lines through HomeServe that used to be tacked onto the Dominion bill. That link has been breaking for many. As of 2026, many customers have had to set up direct billing with HomeServe separately (1-833-876-9229) because Enbridge isn't always acting as the middleman for those charges anymore.
Common Complaints and How to Dodge Them
If you look at recent Better Business Bureau filings, a pattern emerges. It’s not usually about the gas itself; it’s about the "system."
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- The Inspection Trap: Enbridge is aggressive about safety inspections. If they can’t get in to see your meter for a routine check, they will shut off the gas. Customers have reported getting shut off even when they thought they had an appointment scheduled.
- The "Estimated" Bill: If the technician can't read your meter, the system guesses based on last year. If last year was a polar vortex and this year is mild, you're overpaying.
- The Final Bill Ghost: Moving out? Don't just close your account online and assume it's done. Take a screenshot of the confirmation. There have been dozens of reports of "zombie bills" appearing months after a move because the stop-service request didn't "stick" in the new system.
Nuance matters here. A utility company isn't a monolith. Sometimes a "bad" customer service experience is just a data sync error between the old Dominion servers and the new Enbridge ones.
Making the System Work for You
If you’re struggling with a high bill, don't just ignore it. That's a fast track to a disconnect notice. Ohio has specific protections like the PIPP Plus (Percentage of Income Payment Plan) which caps your bill based on what you earn.
Enbridge also participates in the HEAP (Home Energy Assistance Program). If you’re calling customer service about a shut-off, use the word "hardship" specifically. It triggers a different set of protocols in their system than if you just say "this bill is too high."
You can also opt for Budget Billing. This levels out the spikes. Instead of paying $30 in July and $300 in January, they average it out so you pay a predictable amount every month. It’s a lifesaver for people on a fixed income, though you’ll still have a "settle-up" month once a year where you pay the difference (or get a credit).
Pro-Tips for Dealing with Support
- Call early: 7:05 a.m. is the sweet spot. By 10 a.m., the hold times start to creep up.
- Use Social Media: Honestly, sometimes hitting them up on X (Twitter) or Facebook gets a faster response than the phone line. Public visibility tends to grease the wheels.
- The "Supervisor" Pivot: If a front-line agent tells you they can't waive a fee that was clearly their mistake, politely ask for a "resolutions specialist" or a supervisor. It's not being a "Karen"; it's reaching the person who actually has the software permissions to click "delete" on a charge.
Actionable Next Steps
To ensure your account stays in good standing and you aren't overpaying, do these three things this week:
- Log into the new portal: Go to mya.enbridgegas.com and verify your contact info. Ensure your email is current so you don't miss those "we need to inspect your meter" warnings.
- Check your AutoPay status: If you haven't looked at your bank statement lately, confirm the "Enbridge" or "Paymentus" charge actually went through.
- Verify your meter reading: Look at your last bill. If it says "Estimated," go outside, read the numbers on the dials yourself, and call them in. It could save you a hundred bucks if the estimate was off.
Managing your relationship with a utility is a chore, but staying on top of the Enbridge transition now prevents a cold house later this winter.