Welcome to the Neighborhood!
Texas Gas Service is your natural gas provider. We provide safe, reliable and efficient natural gas to more than 669,000 customers in about 100 communities in Texas. We are a division of ONE Gas, Inc., one of the largest natural gas utilities in the United States.
Natural Gas Safety
USE YOUR SENSES TO DETECT NATURAL GAS
If you think you have any of these warning signs, leave the area immediately and don't operate any electrical equipment. Then, use a phone located away from the area to call 911 and Texas Gas Service at 800-959-5325.
FLAMMABLE LIQUID SAFETY
Do not use or store flammable liquids or combustible materials near your appliances. Invisible vapors from flammable liquids such as gasoline, paint, solvents and adhesives are heavier than air and can travel great distances along the floor. A pilot light or lighted burner of a natural gas appliance can ignite these vapors.
CARBON MONOXIDE AWARENESS
Carbon monoxide is an odorless, colorless and tasteless gas that can make you sick and, in certain circumstances, may be deadly. Carbon monoxide is created when fuel does not burn completely. Sources include improperly vented or malfunctioning appliances, auto exhaust and blocked chimney flues.
Potential Signs of Carbon Monoxide
- Yellow flame instead of a blue flame on appliance burners
- Black soot around vents, flues, furnace filters, burners or appliance access openings
- Headache, dizziness, ringing in the ears, fatigue, increased perspiration, nausea, weakness and vomiting
Helpful Prevention Tips
- Install and maintain a carbon monoxide detector.
- Check and maintain proper ventilation of flue and chimney.
- Do not use a stove, oven or range to heat your home.
- Do not use any space heater to heat your home that is not designed for safe indoor use.
For more information, visit TexasGasService.com/carbonmonoxide.
Make sure your water heater is set to a safe temperature. Check the water temperature before any shower or bath.
EMPLOYEE AND CONTRACTOR IDENTIFICATION
Texas Gas Service employees carry a company photo identification card. Before allowing anyone to enter your home, please ask to see proof of identification. If you suspect someone is impersonating a Texas Gas Service employee or authorized agent, please call 911.
ACCESS TO YARDS AND METERS
We are required by federal and state regulations to periodically survey our pipelines. To do that, our employees and contractors must have direct access to our equipment and pipelines, which may be buried in your yard. A leak survey will typically take only a few minutes, and because it does not require access inside the home, you may not even notice it has been done. These routine surveys help ensure that our systems are operating properly and safely. Only authorized Texas Gas Service personnel may adjust the meter or turn natural gas service on or off.
CALL BEFORE YOU DIG
If you are planning to dig or perform excavation work, we need your help in preventing damage to underground facilities. For your safety, before you dig, excavate, plant a tree, till soil, install a deck or set fence posts, call 811 at least two full business days in advance to have underground utility lines marked at no charge to you. It's the law. Visit TexasGasService.com/Call811.
EXCESS FLOW VALVES NOTIFICATION (EFV)
Federal regulations require Texas Gas Service to notify residential and small commercial natural gas customers of the option to request installation of an excess flow valve on existing service lines. An EFV is a safety device installed below ground inside the natural gas service line between the main and the meter. It is designed to restrict uncontrolled release of natural gas by automatically closing if the service line is completely severed or severely damaged.
EFVs are not designed to protect against an appliance or other leak in your home or business, meter leaks or partial damage to your service line. You are not required to have an EFV installed, and Texas Gas Service will install one in the future at no cost to you when, during the normal course of business, any eligible service line is replaced, or the service tap connection is exposed. You may read more about EFVs on our website.
YOUR PIPELINE RESPONSIBILITY
Texas Gas Service maintains the underground natural gas pipes that deliver natural gas to the primary structure (ie: house or building). Any natural gas piping within the house or running to secondary structures or outdoor appliances (such as natural gas grills, pool heaters, customer-owned distribution networks, etc.) are not maintained by Texas Gas Service. You, the customer, are responsible for the maintenance of these lines.
Buried piping should be periodically inspected for leaks or corrosion and repaired if any unsafe condition is discovered. Inspections and any needed repairs should be completed by a licensed contractor. When excavating near buried gas piping, the piping should be located in advance and the excavation done by hand, in accordance with state 811 laws. See Call 811 section above for more information.
UNDERSTANDING YOUR BILL
Your Texas Gas Service billing statement will be issued about the same time each month. Below are explanations of some of the terms you will find on your statement:
- Cost of Gas reflects the amount of gas you use each month. We calculate what we paid to purchase, store and transport natural gas and pass it on to you. We do not mark up the cost of gas you use. We simply pass that cost through to you.
- Cost of Gas Factor changes monthly to reflect charges by natural gas suppliers and transporters.
- Service Charge partially covers the fixed costs of providing natural gas service to our customers.
- Delivery Charge reflects the cost of maintaining and operating the company’s natural gas delivery system.
- Weather Normalization Adjustment is based on a comparison of historical temperature data to normal temperature data resulting in an adjustment that reduces the impact of weather extremes on the Delivery Charge portion of your bill. It appears as a credit if the weather was colder than normal or as a debit if the weather was warmer than normal.
- Franchise Fees are local fees established by and paid to cities. Texas Gas Service simply collects these fees on behalf of the city.
- City or County Tax includes sales tax assessed on utility service by some cities and counties.
- Billing Statement Summary Box shows your bill’s total amount and due date. To avoid a late payment charge, please pay your bill by this date.
- Meter Readings Previous/Present shows your meter reading for the current and previous month. If an “E” appears after the “previous” or “present” date, your meter reading has been estimated.
- Ccf Billed is the natural gas energy used during the billing cycle, measured in hundred cubic feet (Ccf).
For more information about how to read your bill, click here.
READING THE METER
If you have questions about your usage, you may learn how to read your own meter:
- Read each dial in the direction of the arrow, starting with the dial on the left.
- When the hand is between numbers, always use the smaller number.
- To find out how much natural gas you used since the last time your meter was read, subtract the previous reading from the present reading shown on your natural gas bill.
- Whenever the arrow is between 9 and 0, 9 is the lower of the two numbers.
Please allow three to seven days for mailed payments to be received and posted to your account.
If you are not able to pay your bill in full, qualified customers may request a payment arrangement that will allow you to pay your account over a specific period. Log in to your online account or call us at 800-700-2443. Financial assistance for energy bills may be available from community or government agencies. Our representatives can direct customers to these agencies according to specific needs.
We are equipped to communicate with speech- and hearing-impaired customers who have Telecommunications Devices for the Deaf (TDD). Call Texas Relay at 800-735-2989.
You can arrange for a third party, such as a relative, friend or social service agency, to receive a copy of your monthly bill by contacting our customer service line at 800-700-2443.
SHARE THE WARMTH
A partnership with local organizations around the state and Texas Gas Service that provides energy assistance to those whose immediate financial resources cannot cover their home heating expenses. To contribute or learn more about the program, call 800-700-2443 or visit TexasGasService.com/ShareTheWarmth.
LIHEAP ENERGY ASSISTANCE
LIHEAP is a federally funded program that provides home energy assistance for eligible low-income households. The funds are distributed among several programs including the Crisis Emergency Assistance Program (CEAP). For a detailed list of agencies in your area, visit TexasGasService.com/LIHEAP.
REGISTERING A COMPLAINT WITH THE REGULATORY AUTHORITY
Complaints not handled to your satisfaction may be registered with the company’s regulatory authority. Complaints should be submitted in writing. Customers inside the city limits should contact their local officials at city hall. Customers in unincorporated areas may contact:
Gas Utilities Division
Railroad Commission of Texas
P.O. Box 12967
Austin, TX 78711