Clinton Newberry Natural Gas Authority

Frequently Asked Questions


What is natural gas?
Is natural gas safe
?
Why is ventilation important when using natural gas?
What is carbon monoxide?
How do I safely install a carbon monoxide detector?
What do I do if I smell gas?
How can I tell if my gas appliance is faulty?

How often should I replace my gas furnace?
Are there places where I shouldn’t use a gas appliance?
Who should I contact if I have a project on my land that requires digging?
My bill seems high. Can you explain why?
Why did I not receive a bill this month?
How can I pay my bill?
May I choose my due date for my monthly bills?
Do I have to be present when my gas is turned on?



What is natural gas?

Natural gas is a colorless and odorless mixture of gases. It’s produced by drilling into the earth where pockets of natural gas were trapped hundreds of thousands of years ago. Once the gas is brought to the surface, it’s refined to remove impurities and then is transported through large pipelines. The distributors put a chemical in the gas to give it a pungent smell so it is easily detectable.

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Is natural gas safe?

Natural gas has an excellent safety record and is among the most dependable sources of energy available. It is generally less expensive and more environmentally friendly than both propane and electricity.

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Why is ventilation important when using natural gas?

To use a gas appliance safely and efficiently, fresh air is required – thus ventilation is necessary. Without adequate ventilation, an overabundance of carbon monoxide may be produced.

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What is carbon monoxide?

Carbon monoxide is a highly poisonous gas that can be produced if there is not enough ventilation or if an appliance is faulty. It is odorless, so CNNGA recommends that all its customers install carbon monoxide detectors for safety.

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How do I safely install a carbon monoxide detector?

Proper placement of a carbon monoxide detector is important. If you are installing only one detector, the Consumer Product Safety Commission (CPSC) recommends it be located near the sleeping area. The International Association of Fire Chiefs recommends that a carbon monoxide detector be placed on every floor of your home, including the basement. A detector should be located within 10 feet of each bedroom door, and there should be one near any attached garage.

Do not install a carbon monoxide detector directly above or beside a gas-burning appliance, within 15 feet of a heating or cooking appliance, or in a very humid area such as a bathroom.

Installation locations vary by manufacturer. Make sure to read the provided installation manual for each detector before installing.

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What do I do if I smell gas?

Natural gas is actually odorless, however, a chemical is added to give it a pungent smell so you can easily recognize it.

If you detect this odor, call CNNGA immediately from a phone outside your house so we may assist you. Do not smoke, turn on any light switches, and do not use any electrical appliances.

CNNGA can be reached in our Clinton office at 864.833.1862 or in our Newberry office at 803.276.1550. If it’s after-hours call 800.221.8109 or 864.833.1862.

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How can I tell if my gas appliance is faulty?

Some signs of a faulty appliance include: a yellow versus a blue flame, an unpleasant smell similar to a car exhaust, or if there are soot deposits in and around the appliance. It is always in your best interest to have the appliance checked by a CNNGA professional if you are unsure.

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How often should I replace my gas furnace?

A typical heating system will last about 25 years. However, if your current furnace has a pilot light and was installed before 1992, it is probably about 55 to 65 percent efficient, as compared to newer furnaces which run at about 96-97 percent efficiency. Replacing an older furnace may yield immediate short-term and long-term savings.

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Are there places where I shouldn’t use a gas appliance?

Do not use gas appliances in small rooms or rooms where there is not proper ventilation. If you do need to use an appliance in a small room, ask a professional for advice.

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Who should I contact if I have a project on my land that requires digging?

Anyone who intends to dig should call the Palmetto Utility Protection Service, Inc. (PUPS) at 811 at least three business days in advance. PUPS operators can be reached from 7:30 a.m. to 5:30 p.m. Monday through Friday.

PUPS is a free one-call system funded by participating utility companies that can help prevent dig-ins -- when a resident accidentally hits a utility line underground while digging, which can cause damage to property, loss of service, injury, or death.

One easy phone call starts the process to get your underground utility lines marked for free. When you call 811 in South Carolina, a PUPS operator will ask you for the location of your digging job and route your ticket request to the affected utility companies. Your utility company then will send a professional locator to your location to mark your lines within a few days. Once the lines have been marked, you will be able to dig safely because knowing what’s below protects you and your family.

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My bill seems high. Can you explain why?

There may be a variety of reasons. While it may be warm today, you used the gas you are being billed for about a month ago. With about 13,000 customers, it takes us this amount of time to read the meters, process and mail the bills every month.

Also, there are usually 28 days in a billing cycle. However, once a quarter, there is a 35-day cycle.

In addition, your bill also depends on variables we cannot control such as weather, gas appliances, furnace age, insulation, house size, and thermostat settings among others. Even if you set your thermostat on 60 degrees, if it is 55 degrees outside, your heat will come on from time to time to keep the house at 60 degrees. If your house is drafty or does not have much insulation, your bill also will naturally be higher. Also, an empty house may use more gas for heating than a lived-in house, due to the lack of lights on, stoves, hair dryers, and other items that generate heat.

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Why did I not receive a bill this month?

CNNGA always bills every month. While a glitch in the mail system may have caused you to not receive your bill, you are still responsible for paying your bill by the date due.

If you do not receive a bill, please immediately contact a Customer Service Representative in our Clinton office at 864.833.1862 or in our Newberry office at 803.276.1550 for the amount and date due. Your bills will be due around the same time every month.

In addition, please be sure we have your right mailing address and phone numbers in your account information.

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How can I pay my bill?

For your convenience, CNNGA accepts a variety of payment options:

  • Through mail using the self-addressed envelope included in your bill. This payment will be sent to the Newberry office, so please allow ample time when mailing to avoid late charges.
  • In-person at one of our office locations – Clinton or Newberry. Office hours are 8 a.m. – 4:30 p.m.
  • Night deposit boxes at either office location are available after-hours. These night deposit boxes are located on the same side of the building as the drive-thru window. For your own protection, please deposit checks or money orders only – no cash. CNNGA cannot be responsible for cash placed in a night deposit box.
  • Visa or MasterCard via phone, Web site or in-person. A 3.0% convenience fee will be added to all credit card transactions.
  • Automatic bank drafts.
  • Some local branches of Carolina First, Arthur State Bank, and Capital Bank will accept payments for CNNGA through the due date. The banks will not accept late payments.

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May I choose my due date for my monthly bills?

No. While we understand that you may want to choose your bill’s due date, your meter is included in a large route that technicians read around the same time every month. CNNGA’s routes are determined by geographical location and are read as a group, keeping our fuel costs down and helping to keep your natural gas prices low.

Depending upon your route, you will be in one of four billing zones. CNNGA mails bills four times a month; a different zone is billed each week on a Tuesday. Please feel free to contactone of our Customer Service Representatives if you would like to know which zone you are in and when you can expect your bill to be sent.

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Do I have to be present when my gas is turned on?

Yes. For the safety and protection of our customers, CNNGA requires that someone be present when the natural gas service is turned on. This allows our technicians to ensure that all appliances that require natural gas are installed and working properly, and it prevents the customer from being charged a service call fee if the technician has to make a second trip to the residence. Be sure to let the technician know about all appliances that are using gas.

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If you have other questions that are not addressed in this section, please contact us or call a Customer Service Representative in our Clinton office at 864.833.1862 or in our Newberry office at 803.276.1550.