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 Centre 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 Centre are also the primary contacts for our customers if they need emergency support. If there is a technical fault, we can respond quickly at a 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 in action. There are various reasons for this. Our gas pipelines are generally not located in areas that are to lots of different building activities. Thanks to the proximity of our network to the pipelines and the regular airborne inspections, 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 – the necessary equipment is already available in most of our technical containers.
Use our fault reporting form or call our toll-free hotline: 00800-94642733
We have been leasing the free transmission capacity of our fiber-optic cables – technically known as dark or unlit fiber – to our customers since 1996, including mobile telephony providers, cable network operators, computer centre operators, and other commercial customers.
Many regions in Germany are not yet linked up to the national high-speed networks – the major telecom providers have little interest in rural areas outside of cities and towns.
Tailored. Flexible. Open. Our customer service team is there for you – and with over 20 years of experience, we combine your needs with our know-how to create solutions.