ATCO (ATCO Electric) would like to thank the residents and business owners whose utility service was impacted by the Fort McMurray Floods for their patience. ATCO has completed repairs to the damaged infrastructure in the area, which means that regular electricity and natural gas service to customers has been restored in all areas, where it has been deemed safe to do so.
The company’s top priority is ensuring the safety of their employees, the community and the public, as they continue to support restoration efforts in the community.
Natural Gas Restoration:
Natural gas system has been restored in all areas as of May 8, 2020
Enter the street address into the Google map version of the area to determine if the property lies inside the flood zone and requires an inspection, prior to re-connection. Ensure the Google map setting is set to default. (Tip: Do this by going into Google maps, clicking on the two squares on the top right corner of the map and selecting 'default'.)
Natural gas system has been restored in all areas as of May 8, 2020.
Customers outside the flood zone (did not have damage to their property):
ATCO service technicians have visited properties where the meter and valve were accessible to do a final safety check and turn on the natural gas service. They’ve left a notice to let customers know that it is safe to relight their natural gas appliances.
- Wherever possible, want to avoid entering properties to relight appliances, in order to minimize the risk of COVID-19 exposure to customers and to the company’s employees.
- For those who are comfortable relighting their appliances, please do so. ATCO offers tutorial videos to guide everyone in this process.
- For those who need assistance, call ATCO’s Customer Assistance Centre at 310-5678 (Mon - Fri 7 a.m. to 7 p.m.) or +1 (800) 511-3447 (evenings & weekends) to request support.
- Where possible, ATCO will be using a video support service called ICWhatUC that allows one of their technicians to see the appliances through the smartphone in real time and guide customers through the process. To learn more about how ICWhatUC works, watch the video.
- For those who are unable to relight their appliances, or need extra help, ATCO’s Customer Assistance Centre will make arrangements to send a service technician to visit their home.
Customers inside the flood zone, (who may have had water damage to their property):
They will need to arrange for a ticketed gasfitter to certify that their appliances are safe to operate
Natural gas is available in the area, but the natural gas valve cannot be turned on until ATCO receives confirmation that it’s safe to do so. Customers are advised to not reopen the valve by themselves.
They will need to arrange for a ticketed gasfitter to certify that their appliances are safe to operate, prior to contacting ATCO for a re-connect. It is likely that gas appliances (e.g. furnace, water heater, gas stove, gas dryer, etc.) that were submerged or subjected to water damage during the flood will need to be serviced or replaced, before natural gas service can be restored to the property.
Check with the gasfitter on Safety to re-connect gas service
Have the gasfitter complete the Service Completion Notification form and scan or photograph and send it to hotline@atcogas.com. Once that has been done, call ATCO at 310-5678 (Mon-Fri 7 a.m. to 7 p.m.) or 1-800-511-3447 (after hours and weekends) to arrange a re-connect.
Note: Any ticketed gasfitter can perform the inspection to determine whether it is safe for ATCO to re-connect gas service to a property. If the gasfitter determines the system needs repairs, customers will need to arrange for the appropriate RMWB permits and repair their system, prior to re-connection by ATCO Gas. If the gasfitter determines the system is safe to re-connect, they will need to complete the Service Completion Notification form.
Electricity Re-Energization
If customers did not have water damage to their property, call Pulse at +1 (780) 743-7000.
To see if the area has power, check the Electricity Outage Map for general area information or download the My ATCO Electricity App to get specific updates on the status of power to the home or business location.
