We keep an eye on things!
We ensure fault-free operation and
provide rapid assistance.
We always keep an eye on our network: the Pipeline Dispatching Center monitors not just the pipelines – staff in Kassel work 24 hours a day, 365 days a year to ensure that data as well as gas can continue to flow without interruption. It also oversees central access control for our technical sites throughout Germany, recording the status messages and measured data generated at these sites.
The experts at the Customer Service Center are also the primary contacts for our customers, if they need support in the event of an emergency. If there is a technical fault, we can respond quickly at local level, via our own technicians as well as external service-providers. The maximum response times are set out in service level agreements (SLAs) with our customers.
Fortunately, our service technicians are only rarely deployed. There are various reasons for this. Our gas pipelines are generally not located in areas subject to lots of different building activities. Thanks to the proximity of our network to the pipelines and the regular inspections we carry out from the air, faults are very rare, which means that we have an average availability of 99.99%. Sometimes faults occur which are entirely beyond our control, for example if the public electricity grid fails.
But here too, we can arrange for uninterruptible power supply and emergency power feed – these facilities are already available in most of our technical containers.
Use our fault reporting form or call our hotline free of charge: 00800-94642733
We have been leasing the free transmission capacity in our fiber-optic cables – known technically as dark or unlit fiber – to our customers since 1996, including mobile telephony providers, cable network operators, computer center operators, and other commercial customers.