Gas fireplace help for New York City homeowners

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

Gas emergency numbers in New York City

• Con Edison (Manhattan, the Bronx and northern Queens): 1-800-752-6633, or 911. Con Edison (1-800-75-CONED) says to get out and call it or 911 from outside. If the problem is in privately owned piping or equipment, Con Edison turns off the gas until a plumber or technician makes the repair.
• National Grid (Brooklyn, Staten Island and the rest of Queens): 1-718-643-4050, or 911. National Grid says to call 911 or this number if you smell gas in its New York City service area.

Queens is split between the two companies, so check the name on your gas bill.

How Fireplace Helpline works in New York City

We're a video service, not a local shop, and we don't have an office in New York City. 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.

Two gas companies, split by borough

Con Edison's own service-territory map shows it delivers gas in Manhattan, the Bronx and the northern half of Queens. In Brooklyn and Staten Island, and the southern part of Queens, Con Edison supplies electricity only; gas comes from National Grid. Your bill tells you which emergency line is yours.

Gas and oil under one roof

Across New York State, 61% of homes heat mainly with natural gas and 17% with fuel oil (EIA, 2020). A building can have an oil-fired boiler and a gas fireplace, or the other way around, so don't assume the fireplace shares the boiler's fuel.

How fast Con Edison responds

Con Edison says its gas mechanics work around the clock with an average response time of 22 minutes to a reported odor. Call first, troubleshoot later: a fireplace problem can wait, a leak can't.

Propane fireplace in New York City?

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 New York, 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.

New York City 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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