Following are answers to frequently asked questions. If your question is not answered here, or if you'd like more information, please contact us.
Account information
- You lost your activation code when you registered for online access. How do you request a new activation code?
- Activate your profile to increase the access level of your online profile. Once activated, you will have access to more information, our energy saving tools, and online transactions with our Customer Service department.
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- When trying to register for online access, you receive a message that your information is incorrect. What are you doing wrong?
- When registering for online access, the account name and account number need to be entered exactly as they appear on your bill. We Energies offers guidance on how to read your bill. If you are still having troubles, please contact us.
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Billing and payments
- What if you are not receiving your email notifications?
- Sign in and verify your email address by visiting update profile. If correct, your email provider may be blocking our email. Check your spam, bulk or junk folder for email from noreply@we-energies.com.
If you use a spam blocking email service, include our email address as an acceptable sender to receive notification messages.
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- What is the "Fixed Charge" on your bill?
- The Fixed Charge is a charge that does not change with the amount of natural gas used. It covers a portion of those costs related to delivering safe and reliable natural gas to our customers, such as the pipes and meters.
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- What is the "WI Low-Income Assistance Fee" on your bill?
- In 2006, the Wisconsin Legislature passed Act 141, which requires electric utilities to collect a fee from their customers to help fund low-income energy assistance programs. These funds are collected through the State low-income assistance fee and then transferred to the Wisconsin Department of Administration to assist low-income customers.
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- Why is your bill so high?
- There are many reasons why a bill may appear high, including changes in the amount of natural gas you use, the effects of weather on your energy use, and changes in energy prices. When trying to determine why your bill is high, first compare your gas use this year with last year's use. For example, in winter, consider whether temperatures are colder than last year; if so, you can expect your heating bill to be correspondingly higher.
Also, remember that natural gas prices fluctuate quite a bit, especially during the winter. We Energies doesn't own natural gas fields, so we must buy natural gas from suppliers. Because prices on the market are generally lower in summer, that's when we purchase much of the gas we expect customers to use during the winter. We store the gas in a storage facility and then draw from it during the winter. However, we must also purchase gas on the market to supplement our stored supply. If market prices are higher, customers' bills could be correspondingly higher.
If you are unsure of what may be causing your higher bill, please contact us.
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- What's a therm?
- Natural gas is billed using an energy unit called a therm. A therm is equal to 100,000 British Thermal Units (BTUs), or approximately 100 cubic feet (1 CCF) of gas. Your meter measures the volume of gas you use in hundreds of cubic feet. Each month, that volume is converted into therms by a BTU Factor that accounts for the actual energy produced by each CCF. View additional terms commonly used on your bill.
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Rebates and programs
