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Gas Emergencies

TTY: 7-1-1

Customer Service

NY: 716-686-6123
PA: 814-871-8200

Or Toll Free: 1-800-365-3234

Before You Dig,
Call 811 or

NY: 1-800-962-7962
PA: 1-800-242-1776


Natural Gas Safety

Smell Gas? Leave Fast!

  • There are several indicators of natural gas leaks:
    • Smell: Recognizing the odor – which is similar to rotten eggs.
    • Sight: Seeing a white cloud, mist, fog, and bubbles in standing water or blowing dust.
    • Sound: Hearing an unusual noise like roaring, hissing or whistling.
  • If You Suspect a LeakDownload Video
  • If you think you smell, see or hear a leak:
    • Turn off and abandon any motorized equipment and move to a safe location,
    • Immediately leave the area in an upwind direction,
    • Call National Fuel’s 24/7 emergency response number: 1-800-444-3130.
    • NOTE: If you believe that an elevated response is required due to the scope or size of the incident, call 911 and relay this information when you notify National Fuel.
    • Warn others and form a safe perimeter. Evacuate surrounding structures as needed,
    • Avoid creating sparks or sources of heat which could cause gas to ignite and burn. Do not light a match, start an engine, use a phone or light flares,
    • Avoid driving into the suspected leak area,
    • Avoid direct contact with escaping gas because physical injury can occur.

Safety Info in Various Languages

Carbon Monoxide

  • Carbon Monoxide is colorless, odorless and potentially dangerous.
  • Learning to identify the symptoms of carbon monoxide poisoning is extremely important. Symptoms include:
    • Fatigue
    • Coughing
    • Headache
    • Irregular breathing
    • Dizziness
    • Overall paleness
    • Nausea
    • Cherry red lips and ears
  • If you or anyone in your household experience these symptoms:
    • Immediately open windows and doors to ventilate.
    • Go outside.
    • Call 911 or the fire department.
  • To minimize the dangers of carbon monoxide poisoning:
    • Have your chimney, appliances and heating equipment inspected and tested by a qualified professional every year.
    • Install ventless heaters in accordance with manufacturer specifications, never using them as a primary heat source.
    • Install at least one carbon monoxide detector in your home. Do not rely on carbon monoxide detectors as a substitute for maintaining appliances, heating equipment or chimneys. Use carbon monoxide detectors as additional preventative measures.
    • Clear snow and ice from exhaust vents and intake air vents for gas appliances.
    • Never use a gas oven or stovetop for heating.
    • Never run a gasoline engine (such as a gasoline generator) or an automobile in an enclosed space.
    • Never use a portable charcoal or propane grill indoors.

Appliance Safety & Efficiency

  • Always keep flammable materials outdoors, in approved containers and away from all natural gas appliances.
  • Have your heating system inspected by a qualified contractor every year before heating season begins. They should provide the following services:
    • Check the heat exchangers for cracks, rust and corrosion.
    • Clean and check the flue and vent pipes for any obstructions, corrosion or pipe separations.
    • Check your heating system, or have it tested, for proper ventilation.
    • Clean or replace all furnace filters.
    • Check blower operation, clean and lubricate.
    • Check and adjust any pilots and burners.
    • Check that your gas appliances produce a sharp blue flame.
    • Check all electrical connections and controls.
  • Natural gas appliances, equipment and connectors should always be installed and used in accordance with the manufacturer's instructions. They may also be subject to manufacturer product recalls. Improper use of these devices, or continued use of recalled products may result in a hazardous situation.
    • It is recommended that you periodically check with the Consumer Product Safety Commission (1-800-638-CPSC or or product manufacturers to see if any of your natural gas equipment has been recalled.

Odor Fade (Loss of Odorant)

  • Odor fade is the weakening of the effect of normally odorized gas.
  • Something in the gas or pipe reduces the strength of the odor.
  • Known contributors to odor fade:
    • New pipe installation.
    • Substances within the pipe such as rust or natural gas liquids.
    • Little or no gas flow over an extended period of time.

Replacing Appliance Connectors

  • Natural gas connectors are corrugated metal tubes used to connect gas appliances in your home to gas supply pipes.
    • Some older, uncoated brass connectors can crack or come apart, causing a gas leak that could be very dangerous.
  • Any uncoated brass connector should be replaced immediately with a new connector made of either plastic-coated brass or stainless steel.
  • After disconnecting gas appliances, gas connectors should always be removed and should never be reused. The natural gas line should then be plugged or capped.
  • Only a qualified, licensed plumber, heating contractor or appliance repairperson should check your connector and replace it if needed.
  • Do not move your appliance to check the connector. Moving the appliance, even slightly, could cause the complete failure of one of these connectors.

Pipe & Line Responsibility

  • National Fuel is responsible for maintaining its main and service lines.
  • The property owner is responsible for other pipes and lines running from their meter to their appliances.
    • Owners should regularly inspect these pipes and lines to ensure proper/safe operation.
    • Owners are responsible for maintaining their pipes and lines and having them repaired as needed.
    • Avoid hanging items from piping.


  • Obstructions too close to, or on top of gas facilities, are known as encroachment.
  • Call 1-800-365-3234 if a construction project will be done on your property, even if the project is not expected to interfere directly with existing pipelines.

Cross Bore Sewer Line Safety

  • Cross Bores occur when natural gas lines or other utilities are installed through sanitary or storm sewer lines when using trenchless construction technology. The hazard occurs when mechanical equipment used to unclog sewer lines hits and penetrates a natural gas line.
  • National Fuel has taken extensive measures to insure that our current trenchless construction practices are safe. However, in recent years, Cross Bores have led to several incidents across the nation that have resulted in property damage, injury and death.
  • If unable to visually verify that a cross bore blockage does not exist, follow these precautionary measures before you attempt to clear a sewer blockage beyond the outside wall of a building:
    • Call 811 for underground utility locations to determine if the blockage is in the vicinity of utility lines.
    • If you suspect that a sewer blockage was caused by a natural gas line, please call National Fuel at 1-800-444-3130.
    • If you find a cable cross bored through the sewer, please call your local electric or telecommunications utility.
  • If you suspect a natural gas leak:
    • Do not operate any equipment and eliminate sources of ignition.
    • Leave and instruct others to leave the area.
    • Call National Fuel's emergency line from another location at 1-800-444-3130.
  • For more information:

Dog Safety

  • Dog Bite Prevention
    According to the American Veterinary Medical Association, 4.5 million people are bitten by dogs every year. The service that National Fuel provides makes it necessary for our representatives to visit customers’ homes every day. We find it imperative to take precautionary measures to avoid injury to our employees. Please review the tips below on how you can help National Fuel prevent dog bites.
    • Relocate your dog.
      For safety purposes, National Fuel employees are not permitted to work in the presence of dogs. If National Fuel employees need to enter your home, please keep your dog(s) in a separate, enclosed area. If work will take place outside, restrain your dog(s) indoors or at a safe distance from the gas meter or work location.
    • Invisible fencing = unintended surprise.
      Dogs are more likely to bite when they are startled by a stranger in their territory. Invisible fencing is not a guaranteed barrier to protect National Fuel employees. If you have invisible fencing, please keep your dog(s) inside while the National Fuel employee is completing the work outside.
    • NO petting allowed.
      The chance that a bite incident could occur is greater in the presence of a dog’s owner. A dog’s natural instinct is to protect its owner, litter and/or territory. Please do not suggest that a National Fuel representative pet your dog(s).
    • Even more tips.
      For additional tips on how you can keep your dog(s) and National Fuel representatives safe, please read our Tip Sheet.

You are legally responsible for your dog’s actions both on and off of your premises. Please take care with handling and locating your dog(s) so our representatives can safely complete their important work.

Call Before You Dig! Drill, or Blast

  • If you are planning a project that involves digging, trenching, drilling, grading or excavating, call 811 at least 3 full business days before the start of your project. After you call, we will send a professional to conduct a site survey and mark the underground lines on your property.
  • Once your underground lines have been marked, you will know the approximate location of your utility lines.
  • Respect the marks and dig with care, using hand tools near underground lines.
  • Have an emergency plan.
  • The 811 website is also an available resource.

What to Do in Case of Flooding

  • Call 1-800-444-3130.
  • If any gas appliance burner or its controls have been under water, DO NOT attempt to relight the appliance. A qualified contractor should be called to inspect your equipment before it can be used again.

Purging of Gas Lines

  • DO NOT purge the contents of a gas line into a confined space or where gas could accumulate.
  • A release of natural gas presents the potential for explosion or fire.
  • Purging of gas should only be done by a qualified professional in a well-ventilated area or by venting to the outside atmosphere.
  • Before purging, identify and eliminate all sources of ignition in the area where the gas may be vented.
  • Always use gas detection equipment during purging operations or when working on gas piping facilities to determine if natural gas is present. DO NOT rely on your sense of smell alone to detect the presence of natural gas.
  • Consult your local fuel gas code for more information.
  • When installing gas appliances or equipment, follow the manufacturer's instruction manual in accordance with the local code requirements.

Improper Piping

  • Only a qualified heating contractor or plumber should install gas lines.
  • If work is needed, ask the contractor to install rigid steal pipe or flexible stainless steel piping.
  • Corrugated stainless steel tubing (CSST)
    • If lightning strikes a structure with CSST, it is possible for natural gas leaks or fires to occur.
    • A qualified plumber should conduct an inspection to determine if CSST is present in the structure.
      • If CSST is present, a licensed electrician can install a bonding device, which will reduce chances for natural gas leaks or fires to occur in the event of a lightning strike.

Scalding Hazards

  • Make sure your water heater or boiler is set to the safe temperature recommended by the manufacturer.
  • Always check the water temperature before placing a child in the bathtub and never leave a child in the bathtub unattended.

Keep Meter Clear

  • Snow, ice, and other obstructions can damage gas meters, equipment, pipes and appliances, making them unsafe.
  • Use a broom to keep gas equipment and piping clear of obstructions.
  • Inspect roof drainage to prevent ice accumulation.
  • Keep chimneys and vents free of snow and ice.
  • Make sure the gas meter is easily accessible at all times.

Ask for ID

  • Every National Fuel representative carries an ID card. If it is not easily viewed, ask to see it.
  • If proper ID is displayed, please let the representative complete their work.
  • If you are suspicious or have questions, contact us immediately: 1-800-365-3234.
  • If you feel there might be a problem, call local police.

Gas Theft Tip Line

  • Stealing natural gas can be extremely dangerous and costly.
  • If you know of someone tampering with a gas meter or making an unauthorized connection, please call our confidential, toll-free Tip Line:
    • NY: 1-800-992-9926
    • PA: 1-800-835-6672
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