Northwest Dallas Planned Natural Gas Outage | Atmos Energy
Atmos Energy crew working in the evening in front of downtown Dallas.

Northwest Dallas Planned Natural Gas Outage

  • Para información en español, haga clic aquí
  • Click here for the Outage Map.
  • For additional information, call 972-964-4191.
  • Para más información, por favor llame 972-964-4191.

Overview

On March 1, 2018, Atmos Energy conducted a planned outage, temporarily disconnecting natural gas service to approximately 2,800 homes in northwest Dallas. We are doing so out of an abundance of caution to ensure the safety of northwest Dallas residents. Atmos Energy is replacing our entire natural gas distribution system, including mains and service lines for this area. The outage is necessary to replace Atmos Energy’s natural gas distribution system after recent extraordinary rains in North Texas and unique geological conditions in the area have caused unprecedented system performance. The outage will affect homes in the areas roughly bound by Walnut Hill to the north, Webb Chapel to the west, near Northwest Highway to the south and Lakemont Drive to the east.

Current Status

Atmos Energy completed its installation of service lines and 152,000 feet of High-Density Polyethylene pipe during the weekend of March 24th in the planned outage area of Northwest Dallas. 

All customers in the planned outage area are safely using natural gas in their homes. As part of our normal process, crews will be in the neighborhood doing follow up work such as, fixing alleys, sidewalks, roads and restoring landscaping.

4:45 PM, Tuesday, March 27, 2018

Plumbing

Customers identified as needing plumbing repairs are being connected with licensed plumbers. Plumbers provided by Atmos Energy will make repairs to customer-owned house piping.

Appliances that do not pass a safety check and are out of code must be repaired by a qualified professional of your choice to ensure proper functioning and safe operation. These costs are not reimbursed by Atmos Energy. Once repairs are made to the appliances and they pass safety checks, Atmos Energy can safely restore service to the appliance.  

For appliance rebates, please visit www.atmosenergy.com/dallasrebate 

Monetary Assistance 

We are urging customers if they see a door tag or receive a call from Atmos Energy, it is important that we hear from them, as we are trying to set an appointment to test house-piping and safely restore natural gas service.  

After several attempts to reach the customer, either by door tag and/or phone call, monetary assistance will be suspended until an appointment is made.

Restoring the Neighborhood

As part of normal operations when replacing pipelines in neighborhoods, Atmos Energy crews may have to cut into streets, alleys, sidewalks and driveways. While work is going on, we will make temporary repairs to the area. When work is complete, we will make arrangements to permanently repair streets, alleys, sidewalks, roads and restore your landscaping to its original condition.


4:45 PM, Monday, March 26, 2018

Installation

Atmos Energy completed its installation of service lines and 152,000 feet of High-Density Polyethylene pipe this weekend in the planned outage area of Northwest Dallas. As of today, more than 80% of customers are safely using natural gas in their homes.

Customers identified as needing plumbing repairs are being connected with one of 40 licensed plumbing crews to test and repair gas lines. Repairs must be made before we can safely restore natural gas service.  

We are urging customers if they see a door tag or receive a call from Atmos Energy, it is important that we hear from them, as we are trying to set an appointment to test house-piping and safely restore natural gas service.  

After several attempts to reach the customer, either by door tag and/or phone call, monetary assistance will be suspended until an appointment is made.

Follow Up Work

Once the natural gas system is fully restored, as part of our normal process, crews will be in the neighborhood to do follow up work such as, fixing alleys, sidewalks, roads and restoring landscaping.

NTSB Report

The National Transportation Safety Board (NTSB) is the contact for questions regarding the preliminary report released on March 23, 2018. As stated on the NTSB News Release, information contained in the report is preliminary and subject to change as the investigation continues, and as such, no conclusions about probable cause should be drawn from the contents of the preliminary report.

 

4:45 PM, Friday, March 23, 2018

Installation

Atmos Energy has less than 5% of work remaining and believe the installation of 152,000 feet of pipe and 2,435 service lines will complete this weekend.

House Piping Repairs

As we move into this weekend, customers identified as needing repairs to piping inside the home are being connected with licensed plumbers to test and repair gas lines at no cost. As a reminder, plumbing repairs could take several days, so it is difficult to pinpoint an exact time all customers will be fully restored.

We are urging customers if they see a door tag to please call us at 972-964-4191, as we are trying to set an appointment to test house-piping and safely restore natural gas service. 

Follow Up Work

Once the natural gas system is fully restored, as part of our normal process, crews will be in the neighborhood to do follow up work such as, fixing alleys, sidewalks, roads and restoring landscaping.

Our goal is to restore natural gas service to our customers as quickly and safely as possible. 

NTSB Report

The National Transportation Safety Board (NTSB) is leading the investigation into the incident on Espanola Drive and the days leading up to that incident. Atmos Energy is following federal guidelines that state the NTSB is the contact for questions.

NTSB is the contact for questions regarding the preliminary report released on March 23, 2018. As stated on the NTSB News Release, information contained in the report is preliminary and subject to change as the investigation continues, and as such, no conclusions about probable cause should be drawn from the contents of the preliminary report. 

3:00 PM, Thursday, March 22, 2018

More than 700 crew members have made significant progress laying approximately 152,000 feet of pipe in Northwest Dallas, which is the amount of pipe it would take to stretch from Dallas to Fort Worth. We have less than 10% of work remaining and believe we will be able to successfully wrap-up the installation phase very soon.

Under a typical construction plan this project would take 12 months, so it is difficult to pinpoint an exact completion date. There are many steps to build an entire new distribution system for 2,435 customers:

  • Step 1 – Shut down the natural gas system in the planned outage area
  • Step 2 – Installation of new mains and service lines
  • Step 3 – Provide customers with licensed plumbers for safety checks*
  • Step 4 – Fully restore natural gas service to the customer's home

*Customers identified as needing repairs to piping inside the home are being connected with licensed plumbers to test and repair gas lines at no cost. As a reminder this could take several days.

We are urging customers if they see a door tag to please call us at 972-964-4191, as we are trying to set an appointment to test house-piping and safely restore natural gas service.

Once the system is fully restored, as part of our normal process, crews will be in the neighborhood to do follow up work such as, fixing alleys, sidewalks, roads and restoring landscaping.

Our goal is to restore natural gas service to our customers as quickly and safely as possible.  We appreciate the patience of the entire community as we are nearing completion. 

12:00 PM, Wednesday, March 21, 2018

Atmos Energy Pipe Replacement Project Nears Completion in Northwest Dallas

Approximately 86 percent of new infrastructure installed

DALLAS (March 21, 2018) – Atmos Energy is on schedule with its pipe replacement in Northwest Dallas with nearly 86 percent of the new infrastructure safely installed including natural gas mains and service lines.

“We are grateful to the community and the affected residents who have been understanding and patient as our crews work day and night to replace 152,000 feet of pipe and 2,435 service lines on our distribution system,” says David Park, Atmos Energy Senior Vice President of Utility Operations. 

According to Park, as the company nears the end of its installation, it will continue working with customers, licensed plumbers and city inspectors to repair natural gas plumbing inside the homes.  

“Given these unique circumstances, we are covering plumbing costs for residents living inside the planned outage area,” says Park. “As a reminder, this process takes time to arrange with customers to complete safety tests and make repairs before we can safely restore service.”

Unprecedented Event

An unprecedented combination of factors led to Atmos Energy’s decision to schedule a planned outage in Northwest Dallas. There is no evidence this combination of factors exists elsewhere on its system. Click here to learn more. 

Modernizing Natural Gas Infrastructure

Just like highways, bridges and water systems constructed decades ago, the nation’s natural gas infrastructure is a focus of replacement and modernization programs for companies and regulators across the country.  

“Since 2005, we have invested nearly $3 billion in pipe replacement and other safety-related modernization investments in our Mid-Tex division, including North Texas, and plan to invest another $3 billion during the next five years,” says Mike Haefner, Atmos Energy President and CEO.

Atmos Energy has programs approved by the Railroad Commission of Texas that determine the priority of pipeline infrastructure selected for replacement every year and by regulation, takes into consideration a variety of factors, such as pipe location, composition and nature of the piping system – including the age of the pipe, materials, type of facilities, operating pressures, leak history records, prior leak grade repairs – corrosion history, environmental factors and any other condition known to the operator.

An annual review of this information is conducted for project planning purposes, however, the priority of these projects can change at any time if new information is obtained that identifies pipeline segments needing to be replaced earlier than originally planned.

Pipeline Material

Like other utility companies, the distribution system of Atmos Energy was constructed from many different materials - coated and uncoated steel, plastics and cast iron, all recognized as state-of-the art and consistent with industry-approved standards at the time of installation. To view the natural gas distribution system map in Dallas, click here.

Monitoring the System

It is part of the company’s normal operations to conduct regular leak detection of its system. These surveys are conducted by Atmos Energy employees inspecting pipelines in the streets, alleys and the service line that runs to the gas meter. The company also relies on aerial patrols and the use of advanced detection technology, such as mobile leak detection vehicles to monitor the system.

Natural Gas Safety and You

One of the best ways to detect a natural gas leak is through sense of smell. An odorant is added to natural gas to make it smell like rotten eggs as a safety precaution. 

If you ever smell gas, leave the area immediately and from a safe distance call 911 and our 24/7 emergency number 866-322-8667.

5:00 PM, Tuesday, March 20, 2018

Atmos Energy continues to be on track laying infrastructure and restoring service in the planned outage area. 

Out of the 2,435 total customers in the planned outage area, 965 of our customers are safely using natural gas in their homes.  Today, we are working on more than 389 meters, and those customers will be scheduled for a safety test and possible restoration of service.  

In addition, we have a number of customers assigned to plumbers to make repairs to customer-owned piping. Customers identified as needing plumbing repairs are being connected with licensed plumbers to test and repair gas lines, and repairs must be made before we can safely restore natural gas service.  We will continue to provide monetary support as repairs are being made.

We are urging customers if they see a door tag or receive a call from Atmos Energy at 972-964-4191. It is important that we hear from them, as we are trying to set an appointment to test house-piping and safely restore natural gas service. 

Our goal is to restore natural gas service to our customers as quickly and safely as possible.  

7:00 PM, Monday, March 19, 2018

We are on track in the Northwest Dallas planned outage area laying infrastructure. Atmos Energy has restored service to more than 850 customers.

Customers identified as needing plumbing repairs are being connected with licensed plumbers to test and repair gas lines, and repairs must be made before we can safely restore natural gas service. In addition, we will continue to provide monetary support as repairs are being made.

Please see the terms below regarding the legend and colors on the interactive map (view here www.atmosenergy.com/alerts):

  • Gas Service Available – Natural gas service is ready to be turned on. However, repairs to customer-owned lines by a plumber might be necessary. Customers are urged to call 972-964-4191 to set an appointment so a technician can test house-piping and safely restore natural gas service.
  • Not Affected – Address is not an Atmos Energy customer.
  • Gas Not Available – Natural gas service is not yet available to the customer.

We are urging customers if they see a door tag or receive a call from Atmos Energy, it is important that we hear from them, as we are trying to set an appointment to test house-piping and safely restore natural gas service. 

After several attempts to reach the customer, either by doortag and/or phone call, monetary assistance will be suspended until an appointment is made.

Our goal is to restore natural gas service to our customers as quickly and safely as possible.  

5:30 PM, Friday, March 16, 2018

Today’s Progress 

More than 700 crew members are continuing to work around the clock to complete a year’s worth of work in approximately three weeks to replace the natural gas delivery system in the planned outage area. Atmos Energy has completed approximately 60 percent of the installation and has restored service to more than 500 customers. 

We will continue to connect licensed plumbers with homeowners to test customer-owned piping and make repairs.

For the latest on restorations, please view our interactive map at www.atmosenergy.com/alerts

Resident Support

As a reminder, tomorrow, Saturday (3/17) will be the last day the Walnut Hill Recreation Center will be open as an Atmos Energy Information Center. It will be open from 9 a.m. – noon.  

Starting Monday, March 19, 2018, customers needing assistance can call our dedicated number at 972-964-4191 or visit www.atmosenergy.com/alerts

Customers inquiring about financial assistance can also visit www.atmosenergy.com/fina

4:20 PM, Thursday, March 15, 2018

More than 700 crew members are working around the clock to complete a year’s worth of work in approximately three weeks to replace the natural gas delivery system in the planned outage area. Atmos Energy has completed more than 50 percent of the installation and is beginning to restore service to the residents. In the meantime, much of our efforts are focused on connecting licensed plumbers with homeowners to test and repair their gas lines.

For the latest on restorations, please view our interactive map at www.atmosenergy.com/alerts

Resident Support

Atmos Energy is waiving March bills, including any past due amounts, in the planned outage area. Once service is restored, normal billing will resume. 

Information Centers

Hours of operation are as follows:

  • Thursday, March 15 – Friday, March 16 – 9:00 a.m. – 5 p.m.
  • Saturday, March 17 – 9:00 a.m. – 12:00 p.m.

Saturday, March 17, will be the last day the Information Center at the Walnut Hill Recreation Center will be open.

Starting Monday, March 19, 2018, customers needing assistance can call our dedicated number at 972-964-4191.

Customers inquiring about financial assistance can also visit www.atmosenergy.com/fina

5:00 PM, Wednesday, March 14, 2018

More than 700 crew members are working around the clock to complete a year’s worth of work in approximately three weeks to replace the natural gas delivery system in the planned outage area. Atmos Energy has completed approximately fifty percent of the installation and is beginning to restore service to the residents. In the meantime, much of our efforts are focused on connecting licensed plumbers with homeowners to test and repair their gas lines.

For the latest on restorations, please view our interactive map at www.atmosenergy.com/alerts

Resident Support

Atmos Energy is waiving March bills, including any past due amounts, in the planned outage area. Once service is restored, normal billing will resume. 

Information Centers

The hours of operation for Atmos Energy’s Information Center at Walnut Hill Rec have changed due to our ability to support residents remotely, they are:

  • Thursday, March 15 – Friday, March 16 – 9:00 a.m. – 5 p.m.
  • Saturday, March 17 – 9:00 a.m. – 12:00 p.m.

We encourage all customers in the planned outage with questions to call our designated phone number 972-964-4191.

In addition, an online form has been created for affected residents to reach our financial team regarding monetary assistance: www.atmosenergy.com/fina

5:00 PM, Monday, March 12, 2018

Today’s Progress

Atmos Energy’s 120 crews and contractors continue to work 24/7 in the 1.5 mile area affected by the planned outage to lay the infrastructure for the new system. Our biggest obstacle for restoration is customer piping, therefore we have contracted 25 plumbing crews to assist with the repairs.

For the most up to date information regarding restorations, please visit our mobile-friendly interactive map at www.atmosenergy.com/alerts  

Information Center

Starting today, Monday, March 12th, the Walnut Hill Recreation Center is open Monday – Saturday from 9:00 a.m. – 5:00 p.m. and will serve all affected residents. We are able to remotely support approximately 90% of eligible customers with ACH and reloadable debit cards. Customers needing monetary assistance are encouraged to call our 24/7 dedicated number at 972-964-4191 or visit www.atmosenergy.com/fina

Our focus continues to be the safety of our customers and employees as we work to provide an entire new distribution system. We continue to be grateful for the affected residents’ patience as this thorough process takes time.

4:30 PM, Friday, March 9, 2018 

Atmos Energy Stays on Track with Planned Outage Pipeline Replacement

Today’s Progress

Atmos Energy’s 120 crews and contractors continue to work 24/7 in the 1.5 mile area affected by the planned outage. We are moving quickly, and it involves many steps to replace an entire distribution system.

Chapel Creek Apartments

Following extensive work with the Dallas Fire Department, the FD has lifted the mandatory evacuations on buildings 1, 4, 5, 6, 7 & 8 of the Chapel Creek Apartments Phase III. As of 2 p.m. today, these residents have been able to return home.

Buildings 2 and 3, compromising of 16 units, are still under mandatory evacuation as repairs continue to be made. We will continue to work with the affected residents to provide lodging and monetary assistance. 

Resident Support

Information Centers

Our Information Centers are continuing to operate successfully and efficiently. As a result of direct deposit enrollment and reloadable debit cards, we will continue supporting our residents remotely through these methods.

Please remember that starting tomorrow (3/10), Walnut Hill Recreation Center will be the only Information Center for affected residents. The Information Center will be closed Sunday (3/11).

Beginning Monday (3/12), Walnut Hill Recreation Center will be open from 9 a.m. – 5 p.m., Monday - Saturday for those affected residents needing assistance.

 

4:30 PM, Thursday, March 8, 2018

Today’s Progress

Our crews continued to systematically lay infrastructure to expeditiously supply residential homes for service restoration in the planned outage area. As of today, Atmos Energy has restored service to over 180 homes that were evacuated prior to the March 1 planned outage.

Our focus continues to be the safety of our customers and employees as we work to provide an entire new distribution system. We continue to be grateful for the affected residents’ patience as this thorough process takes time.

Resident Support

Information Centers

Our Information Centers are continuing to operate successfully and efficiently. As a result of direct deposit enrollment and reloadable debit cards, we will continue supporting our residents remotely through these methods. 

Service Restoration

We want to be sure our residents are informed of the process once gas is restored to a home.

Once gas is ready to be restored, we will contact you to set an appointment to perform a safety check on your home. Please know that this call may come from a number the resident does not recognize. Until we make contact with the resident, we cannot restore gas to the home.

Visit www.atmosenergy.com/alerts for more information on the restoration process.

4:30 PM, Wednesday, March 8, 2018

Atmos Energy Continues on Track with Planned Outage Pipeline Replacement

Today’s Progress

Currently, our crews are systematically laying infrastructure to expeditiously supply residential homes for service restoration in the planned outage area. As of today, Atmos Energy has restored service to 179 homes that were evacuated prior to the March 1 planned outage.

Our focus continues to be the safety of our customers and employees as we work to provide an entire new distribution system. We continue to be grateful for the affected residents’ patience as this thorough process takes time.

Resident Support

Information Centers

Our Information Centers are operating successfully and efficiently. As a result of direct deposit enrollment and reloadable debit cards, we will continue supporting our residents remotely through these methods. 

Residents needing assistance are encouraged to continue visiting the Information Centers, checking the interactive outage map via our website (www.atmosenergy.com/alerts) and calling the designated number 972-964-4191 for questions.

Neighborhood Outreach

Again, we are continuously thankful for the outpouring of support from the community and the acts of kindness toward our operations and construction crews, these acts do not go unnoticed.

4:30 PM, Tuesday, March 6, 2018

Atmos Energy is on Track for its Pipeline Replacement and Service Restorations in Northwest Dallas 

We’ve turned a 12 month project, under a typical construction plan, into an approximately three week project. This is possible because Atmos Energy’s 120 crews and contractors are working 24/7 in the 1.5 mile area affected by the planned outage. We are moving quickly, and it involves many steps to replace an entire distribution system.

For Residents

See the step-by-step information sheet (below in the "Restoring Service" section) for customers.

Today’s Progress

As of today, Atmos Energy has restored service to 164 homes that were evacuated prior to the March 1 planned outage. When natural gas restoration is available, residents will be contacted directly by Atmos Energy. Customers can also track restoration efforts by using the mobile-friendly interactive map located at www.atmosenergy.com/alerts. You will see restoration in waves throughout the area as we continue to work to provide safe and reliable natural gas service to these affected residents.  

Resident Support

Information Centers

While crews are working in the neighborhood, Atmos Energy employees are assisting customers at the two Information Centers. Walnut Hill Recreation Center and Bachman Hill Recreation Center are operating smoothly with limited lines and providing assistance to affected customers. As a reminder, customers must present proof of residency and identification.

Neighborhood Outreach

We’d like to thank the residents for their outpouring of support during this inconvenience. Your acts of kindness for our crews do not go unnoticed as they continue to work 24/7 in your neighborhood.

9:30 AM, Monday, March 5, 2018

DALLAS (March 5, 2018) – Atmos Energy would like to thank the residents in the Northwest Dallas area impacted by the recent outage for their support. We recognize the frustration and disruption this situation has caused, and are working diligently to restore service in this area. We would also like to thank our first responders, city officials and volunteers for their collaboration and cooperation, and to express appreciation to our employees, contractors and others who are providing around-the-clock services during this restoration effort.

The latest information regarding restoration efforts can be found on a mobile-friendly interactive map at www.atmosenergy.com/alerts. Residents can input their address to see if their home is ready for service reconnection. The map is available both in Spanish and English. 

In addition, we would like to provide an update on the progress we have made as of 7 AM today:

  • We have restored service to 140 homes that were evacuated prior to the March 1 planned outage.
  • In the planned outage area, approximately 120 construction crews are working around the clock in multiple portions of the planned outage area. For the latest updates on this activity, visit www.atmosenergy.com/alerts.
  • Since March 1, we have offered monetary assistance or hotel rooms available to all eligible residents. Employees and other volunteers will continue to provide assistance at the Walnut Hill and Bachman recreation centers. 

Customer Assistance

Residents seeking financial assistance who live east of Marsh Lane should visit the Walnut Hill recreation center. All others should visit the Bachman recreation center. Those seeking additional information should contact our 24-hour call center at 972-964-4191 or www.atmosenergy.com/alerts.

Service Restoration

Natural gas service will be made available after Atmos Energy technicians unlock the gas meter, test all appliances for safety, and re-light all pilot lights. As a reminder, a resident 18 years of age or older must be present in order to reestablish service. If a resident is not home when our technician arrives, we will leave a door tag with instructions on how to contact us to restore service. 

Scamming Alert

Atmos Energy has trained technicians in the area. If you are approached, please ask to see the technician’s badge. Under no circumstances would legitimate Atmos Energy employees or technicians request keys to your home. Please call 9-1-1 if you are approached by someone asking for your keys – even if they are wearing Atmos Energy uniforms.

 4:34 PM, Saturday, March 3, 2018

Atmos Energy developed a mobile-friendly interactive map which will be available on our website at www.atmosenergy.com/alerts which permits residents impacted by the planned outage to input their address and see if their home is ready for service reconnection. The map is available both in Spanish and English.

Atmos Energy Information Centers

  • Served more than 2,022 customers through Atmos Energy Information Centers. 
  • More than 80 Atmos Energy volunteers are on site today along with CERT volunteers to assist customers at both information centers.

Location Information

  • Residents West of Marsh Lane - Bachman Recreation Center (2750 Bachman Drive)
  • Residents East of Marsh Lane - Walnut Hill Recreation Center (10011 Midway Road)
  • Hours of Operation
    • Monday - Saturday 7 a.m. to 11 p.m.
    • Sunday 7 a.m. - 8 p.m.

Scamming Information
Ask for identification: Atmos Energy has trained technicians in the area. If you are approached, please ask to see the technician's badge. Under no circumstances would legitimate Atmos Energy employees or technicians request keys to your home.

Be alert: Please be warned and alert that imposters may be in your area looking to take advantage of residents. We are working hard to address the needs of those impacted by this event, and are working closely with the Dallas Police Department on this matter. Please call 9-1-1 if you are approached by someone asking for your keys - even if they are wearing Atmos Energy uniforms.

11:53 AM, Friday, March 2, 2018

Atmos Energy Information Centers
Thursday, March 1, 2018, Atmos Energy:

  • Served more than 830 customers at two Atmos Energy Information Centers
  • Centers closed between 11:30 p.m. and midnight once every customer in line was served
  • More than $1.25 million given in monetary assistance
  • More than 70 Atmos Energy volunteers along with dozens of American Red Cross and CERT volunteers have worked together to improve processes at both information centers.

Location Information

  • Residents West of Marsh Lane - Bachman Recreation Center (2750 Bachman Drive)
  • Residents East of Marsh Lane - Walnut Hill Recreation Center (10011 Midway Road)
  • Hours of Operation
    • Monday - Saturday 7 a.m. to 11 p.m.
    • Sunday 7 a.m. - 8 p.m.

Operations Update
The planned system outage is on schedule and we are continuing to monitor the area.

6:12 AM, Thursday, March 1, 2018

Evacuations as of Thursday, March 1, 2018 at 2:00 a.m.

  • 30 homes
  • Snow White (even)
  • Pinocchio (odd)
  • North border was Sleepy Lane and south border was Royal Lane

Evacuations as of Thursday March 1, 2018 at 2:50 a.m.

  • 6 homes
  • Pinocchio (even)
  • Cinderella (odd)
  • North border is Northhaven and south border was Sleepy Lane 


4:51 AM, Thursday, March 1, 2018

Atmos Energy to Conduct Planned Outage

2,800 homes affected under plan to replace natural gas delivery system


DALLAS (March 1, 2018) - Out of an abundance of safety and caution, Atmos Energy will conduct a planned outage of its natural gas service starting at noon on Thursday to areas of northwest Dallas.

The outage is necessary to replace Atmos Energy's natural gas distribution system after recent extraordinary rains and unique geological conditions in the area have caused unprecedented system performance. Affected homes are in the areas roughly bound by Walnut Hill to the north, Webb Chapel to the west, near Northwest Highway to the south and Lakemont Drive to the east.

"Our plan is to have service restored in phases over the next two to three weeks," said John Paris, president of Atmos Energy's Mid-Tex division. "We will be working around the clock as we replace all mains and service lines."

Atmos Energy is deploying more than 120 crews to quickly complete this work. They also will be on hand to assist each homeowner as service is restored.

For more information residents can call our 24/7 dedicated number: 972-964-4191 and check www.atmosenergy.com/alerts.

Why is this outage taking place?

On March 1, 2018, Atmos Energy conducted a planned outage, temporarily disconnecting natural gas service to approximately 2,800 homes in northwest Dallas. We are doing so out of an abundance of caution to ensure the safety of northwest Dallas residents.

How is Atmos Energy keeping me safe?

Atmos Energy is replacing our entire natural gas distribution system, including mains and service lines for this area. The outage is necessary to replace Atmos Energy’s natural gas distribution system after recent extraordinary rains in North Texas and unique geological conditions in the area have caused unprecedented system performance.

What area is affected?

The outage announced on the morning of March 1 will affect homes in the areas roughly bound by Walnut Hill to the north, Webb Chapel to the west, near Northwest Highway to the south and Lakemont Drive to the east.

How long will it last?

We are deploying more than 120 crews to work around the clock. Our plan is to have service restored in phases over the next two to three weeks. 

What are my choices? Do I have to evacuate?

Residents (whether you own or rent) in the planned outage area are welcome to stay in their homes while this work is being done and evacuations are unnecessary; however, there will not be natural gas service. Atmos Energy will provide monetary assistance for use for lodging, food or other expenses. If you choose to leave, you may use this assistance at a hotel if you decide not to stay with family or friends.

Residents (whether you own or rent) who were evacuated prior to March 1 cannot return to their home until instructed to do so . Atmos Energy will contact each customer directly for service restoration.

How do my kids get to school?

School bus routes through the neighborhood are unaffected. If you elect not to stay in your home, your children can be dropped off at their normal bus route.

Where can I get more information?

Please call 972-964-4191 or visit our website at www.atmosenergy.com/alerts

Here’s what you need to know once you are notified that gas service is ready to be restored. 

An Atmos Energy technician will need to enter each home to reestablish service. We also have plumbers available to make necessary repairs. A resident 18 years of age or older will need to be present. If you are not at home, we will leave a door tag with instructions on how to contact us to restore service.
Moving your natural gas meter. 
As part of our commitment to replacing the distribution system in the planned outage area, your natural gas meter will be moved next to your house. When your natural gas meter is moved next to your home, Atmos Energy is responsible for the service line and gas meter. This reduces the risk of the meter being hit by a vehicle and eliminates your responsiblity of repairing a leak or damages to the line in your yard.  Your home will also be inspected by Atmos Energy service technicians and/or plumbers, provided by Atmos Energy. Then one of these situations will occur:

Your house passes all safety checks: 

If your house passes safety checks, we will immediately restore your natural gas service and leave your meter where it is to minimize your time without gas service. We will come back in the next few months to move your meter next to your home and perform any other necessary plumbing repairs. 

Your house does NOT pass all safety checks and city inspection: 

If your home does not pass the safety checks, a plumber will work with you to make the repairs. As repairs are being made inside your home, Atmos Energy will move your meter next to your home. After your gas piping and appliances pass the safety checks and you receive a city inspection, your natural gas service will be restored.  

We appreciate your patience as this process allows Atmos Energy to restore natural gas service to your home as quickly and safely as possible. 

If you need to purchase a new natural appliance: 

Atmos Energy is providing rebates on eligible high-efficiency gas appliances such as a gas water heater, furnace, cooktop or range, and gas clothes dryer. Click here for additional information on these rebates.

For questions, please call 972-964-4191. 

Atmos Energy wants you to be aware of potential scams. 

  • Ask for identification: Atmos Energy has trained technicians in the area. If you are approached, please ask to see the technician’s badge. Under no circumstances would legitimate Atmos Energy employees or technicians request keys to your home. 
  • Be alert: Please be warned and alert that imposters may be in your area looking to take advantage of residents. We are working hard to address the needs of those impacted by this event, and are working closely with the Dallas Police Department on this matter. Please call 9-1-1 if you are approached by someone asking for your keys – even if they are wearing Atmos Energy uniforms.

This  Scam Alert flyer provides information about Atmos Energy personnel and contractors.  

The National Transportation Safety Board (NTSB) is leading the investigation into the incident on Espanola Drive and the days leading up to it. Atmos Energy is following federal guidelines which state the NTSB is the contact for questions regarding this incident. Announcements about media briefings and other activities related to this incident will be made on the NTSB's media relations Twitter feed @NTSB_Newsroom. 

The designated phone number for the planned outage area (972-964-4191) is available Monday – Friday 7:00 AM – 6:00 PM for questions.