Gas Service FAQ
What do I do if I damage an underground gas line?
If gas is blowing, call 911 immediately. After calling 911, call Columbia Gas at 800-525-8222.
Do NOT attempt to restrict the flow of gas. There may be a hidden secondary damage that can be exacerbated as a result of the pressure building once you attempt to stop the leak.
Stay clear of the area and do not get in the excavation area. If safe, turn off the equipment and try to eliminate potential ignition sources. The first priority is the protection of life. After 911 has been notified, you may also contact 811.
Is natural gas available at my site?
Please contact our New Business Team at 888-639-4270 or fill out our gas availability form. A representative can help answer specific questions regarding the availability of natural gas. Please have information available regarding intersecting streets to the left and right of your site.
If natural gas is not currently available at my site, is it possible to have Columbia Gas extend a main line to serve me? Will I be charged for the extension? How much?
Please contact our New Business Team at 888-639-4270 or submit out our gas availability form. A representative will evaluate your specific site to determine main line availability and provide information on the main line extension process.
How deep must the customer service line be installed?
Columbia Gas requires customer service lines be buried beneath a minimum of 18 inches of cover at final grade.
How deep is the gas line?
The depth of the gas line varies from location to location based on a number of factors. There is no way to know the precise depth of a gas line that is buried underground, which is why it is so important to call 811 for a locate to have the facility owners come out and mark the lines. Always be sure to expose gas lines by hand digging when working on your project.
I called 811 and waited two days, now what?
You are required to give two business days (excluding weekends and holidays) notice before any excavation begins. Once you are within the legal start dates, check your responses via phone, email, or whatever method you had previously chosen. You should either have a "Clear" or "Marked" response from each individual utility. If you have not yet received a response from a particular utility, please call 811 immediately and specify the utility that has not yet responded. Do not assume it is safe to dig because there was no response.
Do I need to call 811 if I plan to demolish a building?
Yes, a valid One Call is needed if you plan on doing any demolition work. Demolition can affect underground utilities, especially if there are service lines in the area.
I called 811 and had a mark-out done, but through the course of my work the marks have been destroyed. What should I do now?
As a safe excavator, it is your responsibility to preserve the marks that have been placed on the ground. However, sometimes the work does not always allow this to happen. If the marks from your mark-out are no longer visible, dial 811 to re-notify facility owners to come back out and re-mark their lines.
I need to size a gas service line. What is your main line pressure in front of my site?
Please contact our New Business Team at 888-639-4270. If there is main line availability and the county in which you live requires customers’ service lines, a representative can provide the main line pressure information needed to accurately size a customer service line.
What pressure will you supply to my building?
Standard delivery pressure is 7” water column. For elevated pressure requests, please contact our New Business Team at 888-639-4270.
Who installs the line from the main in the street to my site?
Columbia Gas of Massachusetts installs and owns the service line. Please contact our New Business Team at 888-639-4270 to schedule installation of your service line
What are the New Business Team hours of operation?
Our hours of operation are:
8 a.m. to 4:30 p.m. - Monday - Friday
Emergency service is available 24/7
To contact us, please call 888-639-4270
Our offices are closed on the following holidays:
- New Year's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day