Outage Assistance
If you need help, please call our
Customer Call Center at 1-800-432-9545 to schedule an appointment. The Customer
Call Center hours are Monday through Friday from 7 a.m. to 7 p.m.
Check this page for outage updates.
Following a flood:
- If water covered the gas meter, call Columbia Gas to check your meter and regulator before using your gas system. Floodwaters may have shifted your home or caused other stresses to the natural gas piping.
- Never attempt to place natural gas appliances back in service on your own. A licensed plumber or contractor will check, clean, repair and pressure test all gas pipes, which may have been clogged with mud or debris.
- In order to have service restored, areas in and around affected structures must provide a safe and healthy working environment for Columbia Gas representatives. This includes clear, safe access to appliances; removal of water from basements; and the clearing of debris from appliances, including the burner, pilot tubing and assembly.
- As you begin to make repairs and clear debris on your property, call 811 to have utility lines located before you dig. Allow at least two full business days for lines to be marked. Learn
more at ColumbiaGasKy.com/811.
- Beware of scammers. Columbia Gas will never demand payment for pipeline repairs. Our employees carry photo identification, and you can confirm their identity by calling our customer care center at 1-800-432-9345.
If you smell the rotten-egg odor of natural gas or other evidence of a natural gas leak:
- Do not enter the premises. If you smell the odor of natural gas inside your home, leave immediately.
- As a precaution, do not smoke, make a spark or flame, switch the lights on or off or raise or lower windows.
- Call the 24-hour emergency number for Columbia Gas of Kentucky at 1-800-432-9515 from nearby.
- Stay nearby until a Columbia Gas representative arrives or leave a note on your door stating where you can be reached. Don't return until you get the indication that all is safe.
Please follow us on Facebook, Nextdoor and Twitter for updates.
What causes an outage?
Natural gas outages can occur when gas lines are damaged or when work is being done in your area. Should an outage occur, we’ll take the following steps to ensure your safety:
- Shut off service. Our crews will shut off gas service for all customers in the affected area.
- Complete repairs. We will make necessary repairs on the natural gas main and service lines.
- Restore service. We will visit each customer's home to perform a safety check and restore natural gas service.
Your safety is important to us
To ensure quick and safe restoration after an outage, please note the following:
- Our crew will need access into every impacted home or business to conduct safety checks and restore service.
- An adult (18 years or older) must be present to allow our employees to restore service. If you need to leave your home, please leave your contact information with a neighbor or on your door.
- Keep your porch light on until your gas service is back on. It helps our crews determine if your gas service is on or off from the road.
- Our employees and representatives carry a photo ID and will be happy to show it to you upon request.
- Think you smell natural gas? 1. STOP what you are doing. 2. LEAVE the area immediately. 3. CALL 911 then Columbia Gas from a safe location. Learn more about natural gas safety.
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See how we restore service after an outage
View Transcript
While you're using hot water, cooking and warming your home, we're working behind the scenes to provide you safe and reliable service. While we make every effort to minimize interruptions, they can happen and temporarily leave you without service. Sometimes these outages are planned and sometimes they're unplanned.
For planned work, we'll try to notify you in advance about outages, which are a necessary and important part of upgrading our system and general maintenance. During an unplanned outage, we are committed to keeping you informed. Please check your email, our website or social media accounts for updates. Remember to keep your contact information current so we can reach you.
Unfortunately, restoring service isn't as simple as flipping a switch. First, our technicians must go meter-to-meter to temporarily shut off service at each home or business. Then, we'll complete repairs and restore the flow of natural gas in our system. Next, our technicians will go door-to-door to restore service to each customer. All Columbia Gas employees and contractors wear a company-issued ID badge with their photo on it. We'll need clear access inside your home to perform a safety check of your natural gas appliances. We complete these inspections because of our commitment to safety, so do not attempt to restore natural gas service on your own. We'll continue to make repeated visits through the area until service is restored to all customers.
With any work, challenges may arise and we may not be able to restore service. If this happens, we'll notify you and explain the next steps. Please note, if one of your appliances fails our safety check, we cannot relight it. And, we cannot service restore to your home or business if we find a leak in your piping. If you're not home when we come to restore your service, we'll leave a tag behind prompting you to call us to schedule your safety inspection and service restoration as soon as possible. We want to keep you safe and warm, so we'll make every effort to restore your service as quickly as possible.
Contact us
If you have special needs or medical concerns regarding an outage, please contact us at 1-800-432-9345.