Fireplace help for Phoenix-area homes

Last updated October 27, 2026 · Reviewed by the Fireplace Helpline tech team

Gas emergency numbers in the Valley

• Southwest Gas: 877-860-6020, or 911. Southwest Gas says to leave the area immediately, tell others to evacuate, and from a safe place call 911 and its line, day or night, whether you're a customer or not.
• City of Mesa gas (Mesa and the Magma area): 480-644-4277, or 911. The City of Mesa runs its own gas utility in parts of Mesa and in its Magma service area (parts of Queen Creek, San Tan Valley and Pinal County). It says to call 911 and its gas emergency line.

Not sure which company delivers your gas? Use the emergency number on your gas bill.

How Fireplace Helpline works in the Valley

We're a video service, not a local shop, and we don't have an office in the Valley. 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.

Mostly electric, gas close behind

51% of Arizona homes heat mainly with electricity and 36% with natural gas (EIA, 2020). In the Valley that often means a heat pump handles the few cold mornings while a gas fireplace or log set runs mostly for looks, so a pilot that won't light or a dead remote is the usual first-cool-night problem.

Gas logs need the damper open

Southwest Gas says that when you use decorative gas logs, the fireplace or chimney damper must be in the open position. If someone closed it over the summer to keep heat or dust out, open it before you light the logs.

Buried gas lines to the backyard are yours

Southwest Gas says property owners are responsible for maintaining all gas lines on their side of the meter, including buried piping from the meter to appliances or equipment on the property, and that calling 811 won't locate that customer piping. A licensed plumber or contractor can find, inspect and repair it. Keep that in mind if a line runs underground to an outdoor fireplace or fire pit. Southwest Gas also says older uncoated brass appliance connectors can separate and leak, and should be replaced by a qualified contractor.

Two gas utilities in one metro

Most of the Valley is Southwest Gas territory, but the City of Mesa runs its own gas utility serving over 82,000 homes and businesses in 95 square miles of Mesa, plus its Magma service area in parts of Queen Creek, San Tan Valley and Pinal County. Each has its own emergency line, listed above.

Propane fireplace in the Valley?

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 Arizona, 2% 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.

Electric fireplaces in Valley homes

Plenty of Phoenix-area homes have an electric fireplace or media-wall insert, often run for the flame effect with the heat off most of the year. We help with those by video too. A tech goes through the safe checks with you: the unit plugged straight into a working wall outlet (no extension cord), the breaker or GFCI not tripped, fresh remote batteries, and the maker's reset after a cool-down if it shut itself off. A monsoon power outage can leave a unit needing that reset. We'll never ask you to open the unit or touch wiring. See electric fireplace not working.

Phoenix 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.
• Electric fireplace won't turn on: No power, no heat, or it shut itself off. The safe checks manufacturers list, in order.
• 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.
• Need a replacement part? Send us your model and serial, and a tech matches the exact gas, propane or electric fireplace part.

Common questions

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