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My Safety :: Hurricane Sandy Resource Center :: FAQs English

My Safety

Hurricane Sandy Resource Center

FAQs English

POST HURRICANE SANDY – FREQUENTLY ASKED QUESTIONS

As our customers continue to deal with the aftermath of Hurricane Sandy, we want to make sure we address any questions or concerns you may have. So, we have developed a list of frequently asked questions for you to refer to. We will continue to update this list to better address your concerns.

I Have Questions Regarding Restoration of Service to My Area

I live in one of the affected towns where natural gas service was retired, when can I expect service to return? How will I be notified? We have sent direct mail informing customers on the steps in the process. We are also posting daily updates of our progress on the Hurricane Sandy Resource Center on our Web site at www.njng.com. This is the best way to stay apprised as well as learn of important safety tips. Every day we will post a list of the streets NJNG crews are working on for that day, along with an estimated date for when we expect each location will be ready for technicians to do their work. 

I live in Lavallette or Seaside Park (or another section of the Seaside Peninsula) and my house is fine. Why don’t we have natural gas on here?  We have cleared 38 percent of the anomalies that must be addressed before we can begin to re-introduce natural gas into our mains from Bay Head to Seaside.

I Have Questions Regarding Demolition and Re-establishing Service

I want to demolish my home. What am I required to do? Please contact our customer services department at 800-221-0051.

My home will be demolished. Is there a charge to remove the natural gas lines? No, NJNG will not charge for the removal of the natural gas lines due to storm-related demolition. However, you may receive a bill for any natural gas usage charges incurred prior to the demolition. Please note that there may be fees (street opening permits, etc) assessed by your township.

My home was affected by Sandy. Will there be a charge to retire or re-establish my natural gas service? There will not be a fee to retire or renew your service if you are still the homeowner. However, there may be fees (street opening permits, etc) assessed by your township.

How can I re-establish natural gas service after I have rebuilt my home? When you are ready to rebuild, please contact us at 800-221-0051.

I am a new homeowner or contractor and recently purchased a home in a Sandy-affected area. Will there be a charge to retire or re-establish natural gas service? There will be a charge for the retirement or restoration of the service line. Cost will vary and an estimate provided prior to beginning the work.

Why can’t my contractor request to have my service retired? For security purposes, the customer of record is required to contact us. You may grant your contractor to act on your behalf by completing and returning the Work Request for Demolition form to us. 

Click here to access the form or send an e-mail to customerservice@njng.com with your name, address, account number and request. Please indicate in your e-mail your preferred method for receiving the form.

How long will it take to have my service restored? It will take approximately three to four weeks to have your natural gas service restored.

I requested to have my service retired. However, due to delays, I would like my service restored. Is there a cost to have the service re-established? And, when ready for demolition, is there an additional cost? There will be a cost to have natural gas service re-established and/or retired.

What should I do if I am not sure my service line has been restored? Please send an e-mail to customerservice@njng.com with your inquiry or contact our customer services department at 800-221-0051.

My service is restored but my meter is off at the Customer Gas Valve (CGV). Will NJNG turn on my meter? Please contact a plumber who can turn natural gas service on from the meter to your home.

I Have Questions About My Account

I have to move into a different residence as a result of the storm, will I need a new NJNG account? Yes, please call 800-221-0051 and explain your situation to the Customer Services Representative who will set up your account and we will waive the security deposit.

How can I re-establish natural gas service if I decide to rebuild my home? When you are ready to rebuild, please contact us at 800-221-0051.

I had to move from my residence because natural gas was turned off. I had a security deposit on my account and/or credit balance. When can I expect this money back? We will begin to process any refunds resulting from deposits or credits that exist after we final bill the account. We anticipate mailing any refund within a week. 

I Have Questions About Billing

I’m on the Budget Plan and I have a credit. I am not moving back in for some time. Will I receive my credit back? Yes, call 800-221-0051 to inquire about a refund.  

Why did I receive an estimated bill?  As a result of hurricane-related damage to our natural gas system, our meter readers were reassigned to aid in the assessment and restoration process. Consequently, your bill may be based on an estimated meter reading. We apologize for any inconvenience and expect to resume regular meter readings in some areas the week of November 19, 2012. 

Your bill will be automatically adjusted to reflect your actual usage when the next actual meter reading is obtained by NJNG. If you prefer, you can avoid an estimated bill by reading the meter yourself and providing the read information to us. 

Choose the method that is most convenient:

  • Login to My Account
  • Phone: 800-221-0051 (follow prompts 3, 2)

I have no electric and been using my natural gas fireplace for heat. Will I be reimbursed for the extra natural gas being used from the fireplace?  There are no plans for reimbursement.  

If my home is going to be demolished, will there be a charge to remove the natural gas lines? No, NJNG will not charge for the removal of the natural gas lines due to storm-related demolition. You may receive a bill for any natural gas usage charges incurred prior to the hurricane.

Will I still receive a bill if my natural gas service was turned off due to flooding? Affected customers in those areas where the main was shut off will have their accounts put on hold. In addition, those premises that incurred severe damage as a result of the hurricane will have their accounts put on hold. Several customers will receive a “Hurricane Interruption Credit” on their account, representing the customer charge.

Once natural gas is available to the area or premise, and meter reading schedules resume, normal billing will also resume.

My service has been retired (or my house has been demolished). Am I going to receive a bill?  If we retired the service, your account will become inactive. A final bill will result, including any previously unpaid charges. The bill will then be forwarded to the address provided.  

NJNG turned off the natural gas. Am I still going to be charged an account opening fee when service is requested to be turned on?  No, please explain to the Customer Services Representative how you have been impacted by the storm and the account opening fee will be waived.  

I Have General Questions

What is a “qualified technician?" A qualified technician is a contractor, such as an HVAC contractor, who is a registered home improvement contractor or a licensed plumbing contractor authorized to service natural gas equipment and appliances. For your convenience, click here for a list of HVAC contractors.  

I Have Questions About New Service

I need to have new natural gas service run or relocated due to a rebuild, who should I contact?  Please call 732-905-4375.

I was scheduled to have new natural gas service installed in the near future, when can I expect this to happen? Please call 732-905-4375.

I Have Questions About My Service

I live in one of the affected towns where natural gas service was retired, when can I expect service to return? How will I be notified? We have sent direct mail informing customers on the steps in the process. We are also posting daily updates of our progress on the Hurricane Sandy Resource Center on our Web site at www.njng.com. This is the best way to stay apprised as well as learn of important safety tips. Every day we will post a list of the streets NJNG crews are working on for that day, along with an estimated date for when we expect each location will be ready for technicians to do their work. 

What should I do if my natural gas meter was under water? If the meter set was under water, NJNG will need to change the regulator and the meter at no cost to the customer. Please schedule an appointment as our technician requires access to your natural gas appliances. 

If my natural gas service is off, what should I do? 

  • In order to restore service, we require safe and clear access to your home, as well as electricity. Please be sure that your natural gas equipment is free of standing water. This will help to ensure the safety of you and our employees. 
  • If your natural gas meter appliances were under water, see the question above. 
  • If your natural gas furnace and/or any other natural gas equipment were under water, you will need a qualified plumber or HVAC contractor to inspect them to determine that your appliances and the controls were not damaged and safe for use.  

The fire department turned off my meter. I have no idea whether or not it was under water. What should I do?  We will schedule an order to turn on your meter when you are ready to move back into your home.

My home has been flooded, but I don’t think the natural gas has been turned off. I don’t plan on returning to the home anytime soon. Should you come out to turn the natural gas off? We will schedule a turn off at the meter.

When our certified technician comes to inspect our natural gas appliances to determine that they are safe for use and turn our natural gas back on, is that person required to perform a pressure test? Either you or your qualified technician should check with your town to see what is required. This may be different for each town.

The piping to the meter is our responsibility, and there will be no charges associated with re-establishing natural gas to the meter. 

If your technician needs to make a connection from your fuel line to the meter, he/she may charge you for that service.

I Have Questions About Winterizing My Home

Should I winterize my pipes to prevent them from freezing since it may be a long time before the restorations have been made? Yes, you should winterize your home. Click here for information on winterizing your home. 

If you live in the affected areas from Bay Head to Seaside or Long Beach Island, you should winterize your home. If access is not permitted, please contact your licensed plumber or HVAC contractor and the local township will make an effort to work with them for access so that your home can be winterized.  

 
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