Thursday Night Gas Update: Get comfortable for a bit.

Many older gas appliances and most water heaters have a small, continuously burning gas flame—the pilot light—that ignites the main burner. Some newer models have electronic igniters. When National Grid turned off affected gas meters, pilot lights went out. For safety reasons, only trained and qualified gas technicians should re-light pilot lights all gas appliances. Customers should never attempt to turn on their meter or re-light gas appliances.

What is the process for turning meters back on and re-lighting gas appliances?

This process to re-light gas appliances is methodical and will take some time. National Grid gas technicians will need to physically enter all impacted properties. We will never engage with a locksmith to enter unoccupied premises to turn meters on or re-light appliances.

• If the customer is home, we will either turn the meter on outside or enter the premises to turn on the meter and then re-light all gas appliances. If the customer is not home, we will leave a door hanger with a number to call and arrange for a technician to return to the property. Unlike our process in Phase I, we will not enter the property without the customer on the premises.
• National Grid is working around the clock. We encourage customers to leave a porch light on as an indication you are home and that our technicians are welcome to come turn on their meter and re-light gas appliances – no matter the hour.
• The re-lighting process can typically take up 45 minutes and ensures safe restoration of service.

We will attempt to contact impacted customers with an automated call when crews are ready to enter the field. To view or update contact information, please log into your account online, or call 1-800-870-1664 as soon as possible so we have the greatest likelihood of reaching you.

Safety Tips

• Customers should never attempt to shut off or turn on their gas meter, or re-light gas appliances. Only trained and qualified gas technicians should work on gas equipment.
• If you smell gas, please leave the property and call 1-800-640-1595 or 911
• Other non-emergency questions about gas service can be addressed by calling our customer service number line at 1-800-870-1664.
• For the latest updates and information, please visit ngrid.com/aquidneck.

Claims Information

National Grid will cover the following costs on a reimbursement basis, as long as they are directly related to the gas event at hand:

• Reasonable lodging accommodation while gas service is unavailable
• Reasonable meals while gas service is unavailable
• Up to $250 per household for temporary heaters (i.e., space heaters)
• Customers should keep receipts and complete the attached claims form
• Customers can download our claims form and mail it in or email their form to claimsdept@nationalgrid.com

For any other claims customers may have, the same process should be followed and each will be handled on a case-by-case basis.

Thank you for your continued patience as we work to restore service.

Sincerely, 
National Grid