Residential FAQs

Is natural gas available at my site?

Please contact our New Business Team at 1-800-440-6111.  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 extend a main line to serve me?  Will I be charged for the extension?  How much?

Please contact our New Business Team at 1-800-440-6111.  A representative will evaluate your specific site to determine main line availability and provide information on the main line extension process.

Who installs the natural gas facilities?

Columbia Gas of Virginia will install the natural gas facilities including the main line, service line and meter setting..

I am concerned about the appearance of the meter setting; what are your requirements about the location of the meter?

There are some specific state and national safety code requirements for the installation of meter settings, please contact our New Business Team at 1-800-440-6111. A representative will be happy to explain the details, including acceptable locations, sizes, screening, protection, etc.  

The meter setting would be much less obtrusive if I can paint it to match the building. Is that a problem? 

You may paint the meter and accessories any color you wish; however, there are a few restrictions:

  • Rust inhibitor type paint must be applied
  • You cannot paint over the glass cover on the Index.
  • The meter name plate and serial number cannot be painted over.
  • Be certain the vent on the regulator is not blocked.

We need to do some excavation around our facility and would like to know the location of the customer service line and main line.

Prior to any excavation, you should call the Virginia Utility Protection Services, or Miss Utility at 811 at least 48 hours prior to digging and have all your underground utility lines marked. There is no charge for this important service.

We currently have natural gas at our facility and are planning to add equipment.  Will our current meter capacity be sufficient when we connect our new equipment?

Please contact our New Business Team at 1-800-440-6111 for information about your company's specific needs.  To assist our representative in providing accurate and timely information, please have your total load information, existing and new equipment BTU input, available prior to calling.  To assist you in gathering this information, please complete the Attachment A form prior to calling.

How do I convert between British Thermal Units (BTUs), cubic feet (CCF's), MCF's and Therms?

  • 1 Cubic Foot has approximately 1020 BTUs
  • There are 100 Cubic Feet per CCF or about 102,000 BTUs
  • There are 1,000 Cubic Feet per MCF or about 1,020,000 BTUs
  • A Therm is 100,000 BTUs or just slightly less than a CCF
  • A Dekatherm is 1,000,000 BTUs or just slightly less than an MCF

How quickly can I obtain natural gas service?

Each location is different and is dependent on existing natural gas facilities, construction lead time and various permit requirements.  Please contact our New Business Team at 1-800-440-6111 for an estimated timeframe.  

What are your current rates?

Please go to Virginia Tariff  for information regarding current rates. 

Where do I get information about natural gas products such as water heaters, logs, dryers, and other appliances?

To find out more about products that use natural gas, check out our Natural Gas Products section

I have a question about my bill. Whom should I contact?

Please call our Customer Contact Center at 1-800-543-8911 for information regarding your Columbia Gas bill or other customer service inquiries. The Customer Contact Center's business hours are 7:00 a.m. to 7:00 p.m. Monday through Friday, and 8:00 a.m. to 4:00 p.m. Saturday and Sunday.