Not acceptable. I told the person on the line that if they didn't send someone out post haste that I would cut their lock off and turn it back on myself. She got huffy and told me that the earliest they could roll a truck to my house would be on Tuesday and that if I turned the gas on myself I would be breaking the law. I told her that she might as well call the police right now because I was headed out to cut their lock, and I hung up. I cut the lock, turned the gas on, and lit my pilot lights myself, so soon we had hot water and a working stove, and there was peace in the valley.
The police did not show up and I never heard another word about it.
After hearing this horror story, I'm glad National Grid lets us do everything. It sure makes it easier not having to schedule everything with them.