Frequently Asked Questions

Switching to CPP is simple and we handle everything for you. We will contact your current provider, coordinate the tank swap, and schedule your first delivery — at no hassle to you. Most customers are fully switched within a few business days. Contact us or call (860) 365-5218 to get started.

The changeover process typically involves: (1) We perform a free site assessment; (2) We arrange removal of your old company's tank if you don't own it; (3) We install a CPP tank and perform a safety inspection; (4) We deliver your first fill. If you already own your tank, the process is even faster — we'll inspect it and begin deliveries right away. There's no fee to switch.

No. CPP offers both tank ownership and tank rental/lease programs. If your current tank is leased from another company, we will coordinate its removal and provide you with one of our tanks. If you already own your tank, we can begin deliveries after a brief safety inspection.

CPP serves all of Connecticut from our Marlborough, Oxford, and Waterbury facilities — together holding 600,000 gallons of on-site propane storage, the largest retail propane storage capacity in the state (with a new facility coming soon in Griswold). Whether you're in Fairfield County, the Quiet Corner, the shoreline, or the Farmington Valley, we can serve you. Enter your ZIP code on our home page to confirm service in your area.

Most propane tanks have a gauge on top — it looks like a small round dial with a needle. The number on the dial represents the percentage of the tank that is full. For example, a reading of 30 means your tank is 30% full. We recommend scheduling a delivery before your tank drops below 30% to avoid running out, especially in cold weather.

Propane tanks are never filled to 100% — they are filled to about 80% capacity to allow for gas expansion. So a "full" 500-gallon tank actually holds about 400 gallons. When your gauge reads 30%, that means you have roughly 30% of the tank's rated capacity remaining. We recommend scheduling a delivery when your gauge reads 30% or below to be safe.

Automatic delivery means CPP monitors your estimated usage based on degree days and your home's history, and schedules deliveries before you run low — without you having to call. It's the worry-free option and is recommended for customers who use propane for heating. If you prefer control over your delivery timing, we also offer will-call service where you call us when you need a fill.

Tank size depends on your usage. Common sizes for residential customers:

120-gallon: Ideal for cooking, fireplaces, or a single appliance.
250-gallon: Suitable for a backup generator or home heating in smaller homes.
500-gallon: The most popular for whole-home heating (typical for 2,000–3,500 sq ft).
1,000-gallon: Best for larger homes, pools, or higher-demand applications.

A CPP technician will assess your property and recommend the right size during your free site visit. Schedule one today.

Yes! Underground (buried) tanks are a popular option for homeowners who prefer a cleaner look without a tank visible in the yard. CPP installs both above-ground and underground tanks. Underground tanks require permits and specific installation procedures, which our team handles completely. Ask us about underground tank installation when you schedule your site visit.

You can pay your bill online 24/7 through our customer portal at connpropane.myfuelportal.com. You can also call our office at (860) 365-5218 during business hours (Mon–Fri 8:30am–4:30pm) or mail a check to our Marlborough office at 21 Austin Drive, Marlborough, CT 06447.

Yes. CPP offers budget billing plans that spread your annual propane cost into equal monthly payments so you never face a large unexpected bill in the winter. Contact our office to enroll or ask about budget billing during your account setup.

Propane prices fluctuate with the wholesale energy market, similar to gasoline. CPP's pricing is highly competitive for several reasons: our 600,000 gallons of on-site storage across our Marlborough, Oxford, and Waterbury facilities allows us to purchase propane in volume and lock in better rates, and we operate our own transport fleet — meaning we're not dependent on third-party carriers to bring supply in. We control our own logistics from the terminal to your tank. For a current price quote, request a quote or call us at (860) 365-5218.

CPP regularly runs promotions for new customers, including free tank installation and free safety inspection. Check our current specials for the latest offers. There is no fee to receive a quote or to have a site assessment performed.

If you smell gas (propane has a distinctive rotten-egg odor added for safety), act immediately:

1. Leave the building right away. Do not turn any lights or switches on or off.
2. Do not use your phone inside the building.
3. Once outside and at a safe distance (300+ feet), call 911.
4. Then call CPP at (860) 365-5218 — we are available 24/7 for emergencies.
5. Do not re-enter the building until cleared by emergency services.

Yes. Propane is one of the safest energy sources available when handled and maintained properly. It is non-toxic, doesn't contaminate soil or groundwater if spilled, and has a very narrow flammability range compared to other fuels. All CPP installations include a full safety inspection, and our technicians are licensed and trained to ensure your system meets all CT safety codes.

Running out of propane is called a "run-out" and requires a special service visit to purge air from your lines and re-light all appliances — this is a safety requirement and involves a service fee. To avoid this situation, we recommend signing up for automatic delivery or monitoring your gauge and calling us when you reach 30%. Customers on automatic delivery rarely experience run-outs.

We recommend having your propane system — including the tank, regulator, piping, and all appliances — inspected at least every 5 years, or any time you notice a change in performance. All new CPP installations include a full safety inspection. Contact us to schedule a system check.

Yes. CPP undergoes an annual inspection by the Connecticut Department of Consumer Protection. This state-mandated review covers our operations, safety practices, and compliance with Connecticut propane regulations. It's one more reason to feel confident in choosing CPP — we're not just self-regulated, we're held to an independent standard every year.

Our office is open Monday–Friday, 8:30am–4:30pm. For propane emergencies, CPP provides 24/7 emergency service — just call (860) 365-5218 at any time, day or night.

CPP is a full-service propane and HVAC company. In addition to propane delivery, we offer:

• Tank installation (above-ground and underground)
• Heating system installation and service (boilers, furnaces, heat pumps)
• Air conditioning installation and maintenance
• Oil-to-gas conversion
• Generator installation and service
• Hot water heater installation
• Pool and spa heating
• Fireplace and fire log installation
• New construction gas line installation

Visit our Services page for complete details.

Absolutely. Oil-to-gas conversion is one of our most popular services. Many homeowners switch because propane burns cleaner than oil, results in lower annual fuel costs, and requires less maintenance. CPP handles the entire conversion — from removing the old oil tank to installing the propane tank and new heating equipment. There may also be tax rebates and energy efficiency credits available for converting. See our Tax Credits & Rebates page for more information.

Yes. CPP installs and services propane standby generators, which automatically power your home during a grid outage. Propane generators are a reliable alternative to gasoline — you don't have to store fuel or worry about fuel going stale. Contact us to discuss the right generator size for your home's needs.

Your gauge is the small round dial mounted on top of your tank, usually under a domed cover near the valve assembly — lift the lid if there is one. The needle points to a number between 5 and 95, which is the percentage of propane remaining. Note that a "full" tank typically reads around 80% — that extra space is left on purpose to allow room for the propane to expand safely. If you have a wireless NEEVO Tank Monitor, you can check your level anytime from the app instead of going outside. If you're enrolled in automatic delivery, CPP is already tracking this for you and will schedule a fill before you get low. If you're on will-call, check the gauge periodically and call or request a delivery once it reads around 30%.

It depends on your tank size, current level, and how much you're using — usage jumps on cold days and drops in milder weather. As a general guide, homes that use propane for heat typically receive 3–5 deliveries per year, while homes that only use propane for water heating may need just 1–2 deliveries per year. If you're on automatic delivery, we calculate this for you using local weather data and your home's usage history, so you don't need to guess. If you're on will-call, keep an eye on your gauge: once it reaches 30%, call us or request a delivery online so you keep a comfortable cushion. Running completely out requires a special "run-out" service visit, so it's always better to call early.

If you're on automatic delivery, our system schedules your fill based on weather and your usage history — you don't need to call ahead, and exact dates can shift with the forecast. If you're on will-call, your delivery is scheduled once you contact us and is typically completed within a few business days. To check the status of a delivery already on the books, log into the customer portal or call our office at (860) 365-5218.

The fastest way is through our customer portal, where you can update your payment method anytime. You can also call our office at (860) 365-5218 and our team can update it over the phone — for your security, we don't accept card numbers by email or text.

Just let your attorney know that Connecticut Propane & Petroleum supplies the propane service for the property. From there, we'll work directly with the buyer to transfer service and complete any required paperwork. If you'd like to call us directly as well, reach our office at (860) 365-5218.

The most common reasons are colder weather (more heating degree-days), having extra guests or higher hot water and cooking use, a thermostat set higher than usual, or a pilot light/appliance left running. Your home's insulation and the efficiency of your appliances play a big role too — older or poorly maintained equipment can use noticeably more propane. Regular maintenance can help improve efficiency and catch issues early. If your usage seems off compared to past bills, call us at (860) 365-5218 — we can review your delivery history and, if needed, send a technician to check your system.

You can enroll right in the My Fuel Portal customer portal, or just call us at (860) 365-5218 and let us know — there's no fee, and we'll switch your account right away. From there, we use weather data, your tank size, and your usage history to schedule deliveries before you run low, so you never have to watch the gauge.

Yes — call us and we'll switch your account to will-call. With will-call, you contact us whenever you'd like a delivery instead of us scheduling it for you. Just keep an eye on your gauge and reach out once it reads around 30%, since running out completely requires a special service visit to safely restore your system.

Propane is a commodity, so pricing is influenced by wholesale market costs, transportation expenses, and supply conditions — similar to gasoline, it can change between deliveries. We work hard to remain competitive, and your price can also be affected by your contract or pricing program (market-rate vs. budget or price-protected plans) and any promotions you may or may not be enrolled in. If a recent price looks off to you, call (860) 365-5218 — we're glad to walk through your account and pricing with you.

The Swap Out Special is our promotion for customers switching their tank and service over to CPP — see Current Specials for full details and the current offer. To claim it, enter your ZIP code on our home page or call (860) 365-5218 and mention the Swap Out Special when you sign up.

We're moving toward paperless deliveries, so a printed ticket isn't always left behind. Your delivery receipt is typically emailed to you the following business day, and your full delivery history, gallons, and pricing are always available in the customer portal. If you still need a copy, call (860) 365-5218 and we'll send you one.

Yes. Call our office at (860) 365-5218 or log into the customer portal to update your payment preferences — you can switch from autopay to manual billing (paper or e-bill) whenever you'd like.

First, check whether your other propane appliances (water heater, stove, fireplace) are working. If they are, your heating system likely just needs service rather than a fuel issue. Also check your thermostat (set to "Heat," temperature above room temperature, and batteries fresh if it's digital) and your tank gauge. If your gauge reads 0% or "E," you're out of propane — restoring heat after a run-out requires a CPP technician to safely purge air from the lines and relight every appliance, so please call us rather than trying to do this yourself. If you smell gas, leave the house immediately, call 911 from a safe distance, then call us. Otherwise, call (860) 365-5218 to schedule a service visit — we're available 24/7 for no-heat emergencies. Not yet a CPP customer? We're happy to discuss service options with you too.

First, check whether your other propane appliances (heat, stove, fireplace) are working — if they are, your water heater likely just needs service. Also check that the pilot light is lit and the gas valve is set to "on." If your tank gauge shows you're out of propane, that's the cause — and like a no-heat run-out, restoring service safely requires a technician visit. If propane is available and the pilot won't stay lit, or the unit simply isn't heating, call (860) 365-5218 to schedule a service technician. Tip: if you can, snap a photo of your water heater's label/model before you call — it helps us assist you faster.

First, check whether your other propane appliances (heat, water heater, stove) are working — if they are, your fireplace itself likely needs service rather than a fuel issue. Common causes include a tripped wall switch or dead remote battery, or a pilot light that's gone out. Check your gauge and switch/remote first. If propane is available and the fireplace still won't light, our technicians can diagnose and repair it — we service and repair most gas fireplaces. We also offer fireplace cleaning and tune-ups to keep the glass, burner, and ignition components running safely and looking great. Call (860) 365-5218 to schedule either type of visit.

Yes — banging, knocking, or rattling noises can point to delayed ignition, air trapped in the lines, a failing igniter, or another mechanical issue, and shouldn't be ignored. Call (860) 365-5218 to schedule a diagnostic visit. If you ever notice a gas odor along with the noise, treat it as an emergency: leave the house, call 911 from a safe distance, then call us.

Absolutely — we offer annual tune-ups and maintenance plans for furnaces, boilers, and water heaters. Regular service keeps your equipment running efficiently, helps it last longer, and catches small issues before they turn into breakdowns (often during the coldest week of the year). Call (860) 365-5218 to schedule a tune-up or ask about setting up an annual maintenance agreement.

If CPP installed a wireless tank monitor on your tank, you can track your propane level anytime using the NEEVO Tank Monitor app. To get set up, contact our office and we'll provide your registration code along with instructions for downloading the app and linking it to your tank.

Just contact our office at (860) 365-5218 with your account number, and we'll provide your registration code along with instructions for downloading and setting up the NEEVO Tank Monitor app.

If your propane tank is owned by CPP and leased to you rather than purchased outright, an annual tank rental fee covers maintaining, inspecting, and servicing that equipment — it's separate from the propane itself. Customers who meet our minimum annual usage requirements may qualify for a reduced or waived rental fee, so it's worth asking. If you'd rather own your tank outright and avoid the rental fee going forward, call us for a purchase quote.

Tank rental is billed once per year as a separate line item, based on your account's anniversary date. If you're not sure when yours posts or want to confirm the amount, call (860) 365-5218 and we can pull up your account.

Purchase price depends on your tank's size, age, and condition. Call (860) 365-5218 with your tank size and account number (if handy) and we'll put together a buyout quote — owning your tank eliminates the annual rental fee going forward.

Yes — please contact our office at (860) 365-5218 to discuss the lease options available for your situation.

Yes — many CPP locations fill standard 20 lb and 30 lb cylinders used for grills and fire pits. Availability and hours can vary by location, so call your nearest CPP office — Marlborough, Oxford, or Waterbury — at (860) 365-5218 to confirm before you stop by.

We do not fill RVs or campers directly, but we're happy to recommend one of our authorized filling locations near you. Call (860) 365-5218 and we can point you in the right direction.

We don't currently have a showroom, but we are an authorized dealer for White Mountain Hearth and Peterson — visit either brand online to browse available gas log sets and fireplace products. Once you've picked one out, give us a call at (860) 365-5218 and our team can help with ordering and installation.

No — our service department specializes in propane equipment only, so we're not able to service natural gas appliances. If your equipment runs on propane, call (860) 365-5218 and we're happy to help.

Yes — we offer both Fixed Price and Pre-Buy programs during the heating season, letting you lock in a price for a set number of gallons ahead of winter. Call (860) 365-5218 to ask about our current options and enrollment windows.

Most customers qualify for our Budget Plan, which spreads your annual propane costs into predictable equal monthly payments. You can enroll right through the My Fuel Portal customer portal, or by calling (860) 365-5218.

Contact your local Energy Assistance agency to determine your eligibility — in Connecticut, you can find your local Community Action Agency by calling 2-1-1 or visiting ct.gov. If you're approved, the agency will send payment authorization directly to us — there's nothing further you need to do on our end. If your application needs documentation from us (account number, balance, or recent delivery info), call (860) 365-5218 and we'll provide it.