Gas fireplace help for Denver-area homeowners

Last updated October 22, 2026 · Reviewed by the Fireplace Helpline tech team

Gas emergency numbers in Denver

• Xcel Energy (Colorado gas customers): 800-895-2999, or 911. Xcel Energy says to leave immediately and call 911, then call its 24-hour gas emergency line.

If your gas bill comes from a different company, use the emergency number on your bill.

How Fireplace Helpline works in Denver

We're a video service, not a local shop, and we don't have an office in Denver. You book a call, point your phone at the fireplace, and a real fireplace tech guides you by voice. Many problems can be diagnosed, and often fixed, in one call. If yours needs hands-on work, tell us your ZIP code and we'll help you find a local pro.

Flat prices, shown before you book: Quick Fix $49 · Full Diagnostic $89 · Priority Fix $139.

Altitude changes the setup

Gas appliances burn differently in thin air. Napoleon's manual, for example, says that above 4,500 feet the fireplace's input rating is reduced by 4% for each additional 1,000 feet, unless local code says otherwise. At Denver's 5,280 feet, that means a properly set-up fireplace may run a little lower than its sea-level rating. Altitude setup is an installer's job, but it's worth knowing if the flames look smaller than the brochure.

Mostly natural gas

76% of Colorado homes heat mainly with natural gas (EIA, 2020).

Propane fireplace in Denver?

If your fireplace runs on propane (a tank or cylinders outside and a propane company that delivers, rather than a utility gas meter), the utility numbers above aren't your first call. Smell gas? Get out, then call your propane supplier, or 911, from outside. In Colorado, 4% of homes heat mainly with propane (EIA, 2020).

Propane fireplaces have a few problems of their own: a low or empty tank, a fireplace that won't light after a refill, and a regulator buried in snow or ice. The propane industry's safety guide says that if your tank runs out, your propane supplier or a qualified pro should leak-check the system before the gas goes back on. Our guide covers the safe checks: propane fireplace won't light or stay lit.

Denver fireplace not working? Start here

• Pilot won't light: Clicking but no flame, or no spark at all. The usual causes, in order.
• Pilot lights, then goes out: It lights, but won't stay lit. Usually the flame isn't heating the sensor enough.
• Pilot is lit, burner won't come on: The pilot's burning but the main flame never comes up.
• Propane fireplace won't light: Low tank, a recent run-out or refill, or a regulator under snow. Safe checks first.
• Remote not working: Batteries, switch position, then re-pairing. Steps from the manufacturers.
• Proflame 2 blinking red light: One, two or three red blinks on the control module. What each one means and what to do first.

Common questions

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