What do I do if my service line is damaged?

Call Roanoke Gas Company at (540) 777-0623 and 911 immediately. Do not try to repair the damage. Do not cover or hide the broken line, allowing the broken line to ventilate lets the gas escape into the air and relieve pressure. Eliminate any possible source of ignition in the area, do not allow unnecessary people in the area.

In some cases there may be minimal gas escaping from a broke service. This would be from an activated Excess Flow Valve (EFV). Treat these situations as any other broken line following the instructions above. Again, do not attempt to crimp, seal, or tape off the broken line.

What do I do if I suspect a gas leak?

Immediately vacate the location and warn others to stay away.
Leave any door you may exit unlocked.
Do not operate any electrical switches and cease operation of any equipment, including garage door openers, vehicles or telephones.
Remain at a nearby safe location until an emergency responder arrives.
Do not go back to the immediate area until a responder says it is safe to do so.
Once at a safe location, call Roanoke Gas (540) 777-0623 or 911.

What are the symptoms of Carbon Monoxide exposure?

Dizziness, headache, nausea, fatigue, and other “flu-like” complaints

Severity of symptoms can vary due to age and general level of health as well as duration of exposure.

How do I know if a pipeline is damaged?

You can detect a gas leak by a gaseous odor, hissing, bubbling, or dead vegetation. There may also be fire or combustion involving or in the vicinity of a pipeline.

How can I prevent Carbon Monoxide Poisoning?

Never operate vehicles in an enclosed area, such as your garage with a closed door.

Keep vents and chimneys clear of debris.

Never operate a charcoal or gas grill in an enclosed area.

Do not use a range, oven, or clothes dryer for heating a room.

Look for signs of equipment problems regularly, such as soot collecting near burner vents, or discolored flames. Natural gas flames should always burn blue.


What is a Weather Normalization Adjustment (WNA)?

The Weather Normalization Adjustment (WNA) is a billing adjustment that was created to reduce the volatility of customers’ natural gas bills due to variances from normal weather. This means that when weather during a WNA period (April 1 to March 31) is colder than normal, customers will receive a WNA credit on their bills. Conversely, when the weather is warmer than normal during that period, they will see a WNA charge. Over time, these WNA credits and charges should balance out.

Why does the WNA exist?

The WNA is designed to reduce volatility in customer billing due to the variability of temperatures. The annual adjustment stabilizes billing for the customer and allows Roanoke Gas Company to maintain operational quality and pipeline safety through long-term planning and system improvements.

How is the WNA determined?

Roanoke Gas Company and the State Corporation Commission compare the previous year’s WNA assessment period, April through March, with a 30-year average temperature determined by the National Oceanic and Atmospheric Administration.