Service calls
A problem with one of your natural gas appliances? Before calling, run through the checklist below. If that does not solve the problem, call us at 819-771-8321, and press 6. A technician will come to your home, usually within four hours. However, depending on the weather and the volume of incoming calls, you will understand that some kinds of request have to be given priority.
If the situation resolves itself while you are waiting for our technician, or you have to go out, call us right away to cancel the service call.
Relighting appliances
After a meter shut-off or a service interruption, your natural gas appliances will need relighting. Contact Customer Service at 819-771-8321 and press 6 to make an appointment for a technician to visit.
Appliance maintenance
To get the best out of your natural gas appliances, with resultant benefits in comfort and lower energy costs, follow the maintenance tips below.
Furnace not working?
Before calling a technician, here are some things you can check that may quickly solve your problem:
- Is the furnace switch in the "On" position?
- Is the fuse or circuit breaker that controls your furnace in working order?
- Is the filter dirty or clogged?
- Is the thermostat set to “Heat”, rather than “Cool”?
- Is the thermostat set higher than the temperature in the room?
Furnace maintenance
Your heating system is either a hot-air furnace, or a boiler supplying radiators or baseboard heaters. Between professional inspections, there are some basic checks you can carry out yourself. These are the main things to check:
Hot-air furnace
Before doing any maintenance work, switch the furnace off; the switch looks like an ordinary light switch, and is usually on the wall near the furnace. Check the manufacturer’s instructions, and if in doubt, call a natural gas-certified professional.
- Check and clean the furnace filter throughout the heating season, and if necessary, replace it. A dirty filter reduces air flow into the furnace, and impairs performance. To access the fan or the filter, check the manufacturer’s manual.
- Inspect the fan or blower and wipe away any dust. If the motor drive belt shows wear, have it replaced.
- After checking the fan and the filter, close the access panel. Keep it closed at all times. Switch the furnace back on.
- If the fan motor needs lubrication, give it two drops of No. 20 light electric motor oil. Check the manufacturer’s instructions: some fan motors are sealed and do not require manual lubrication.
- Clean all the heat registers and cold-air returns in the home. Make sure they are not obstructed by drapes, carpets or anything else.
- A high-efficiency furnace may have different maintenance requirements.
Boiler with radiators or baseboard heaters
Before doing any maintenance work, switch the boiler and the pump off, and check the manufacturer’s instructions. To determine what type of heating system you have, read the manufacturer’s instructions or check with the installer.
- At the beginning of each heating season, to ensure efficient operation, bleed the air from the radiators or baseboard units. Each one should have a valve, which can be opened by turning it counterclockwise. Have a small container ready to catch any water that leaks out. As soon as you have a continuous flow of hot water, close the valve.
- Check the water level in the expansion tank, in accordance with the manufacturer’s instructions.
- Check whether your system has a pump requiring lubrication, and follow the manufacturer’s instructions.
- Finned-pipe hot water systems should be inspected annually and cleaned as required by a natural gas-certified professional.
Maintaining a natural gas water heater
- Keep the area around your water heater free of clutter. Dust, debris or sawdust might block the air intakes at the bottom of the tank.
- If you decide to insulate the hot water pipe that runs from the top of the tank, make sure you use fire resistant commercial grade pipe wrap or insulation.
- Do not insulate closer than 15 cm (six inches) from the exhaust duct or pipe at the top of the tank. Be careful not to obstruct any controls or the air intake.
- To save energy and reduce the risk of scalding, we recommend you set your water temperature at 54°C (130°F).
Testing and adjustment of water temperature
Wait until hot water has not been run for several hours, then turn on a faucet near the water heater and let the water run for a few minutes. Fill a cup and place a thermometer in it. If the temperature is above 54°C, set the water heater thermostat lower.
If your natural gas water heater thermostat is marked only “Hot” and “Warm”, “Hot” means about 60°C (140°F). To reduce the water temperature, set the thermostat slightly lower, and check the water temperature next day.
Maintenance of other natural gas appliances
Fireplace
Burners, heat exchangers and pipe connectors should be inspected and maintained periodically by a natural gas-certified professional.
Barbecue
Follow the manufacturer’s instructions for use and maintenance. Remember that insects can block gas flow into the metal tube under each burner, possibly causing a fire.
Stove, hotplate or wall oven
Keep the oven and burners clean. Never use a stove or oven to warm the room. Do not line the oven with aluminum foil, which could block the air intake or interfere with the circulation of hot air. Instead, place a cookie sheet on the oven shelf under your oven dishes.
Dryer
A natural gas dryer must be vented to the outside. Even if you clean the internal filter regularly, dust can accumulate in the vent pipe, creating a fire hazard. Twice a year, inspect and clean the outside cover on the dryer vent. If it is fitted with a flap valve, make sure it operates freely.
Pool heater
Contact your pool distributor or installer about heater and pump maintenance. Before being switched on, a pool heater with finned copper tube heat exchangers installed in living space must be cleaned annually by a natural gas-certified technician. Check the manufacturer’s or installer’s instructions to determine whether you have this type of heater.
Chimney and flue maintenance
Maintenance of chimneys and ducts, and annual inspection by an expert, are safety musts. Flues that are in poor condition or obstructed could cause a fuel-burning device to generate dangerous levels of carbon monoxide in your home. They should be replaced immediately by a natural gas-certified professional. Even small quantities of carbon monoxide can be a threat to health.
Several times during the heating season, we recommend that you take a few minutes to carry out the following checks:
- If you have a device with a flue that passes through masonry-bricks and mortar-or a stone chimney, check to see if there is a chalky deposit on the outside of the chimney, staining on or near the chimney, loose or cracked mortar, or fragments of brick or stone in the chimney cleanout. If you notice such indications inside or outside your chimney, have it inspected by an expert. An approved metal liner should be installed in a brick or stone chimney to prevent deterioration.
- Used a hand-held mirror to check the inside of the chimney through the cleanout, and make sure there is no obstruction. If your chimney has an elbow, have it inspected by an expert.
- If the flue is installed against an outside wall, make sure that the end is not obstructed by tree branches, snow or anything else that could block the exit of combustion gases.
