Frequently Asked Questions – Customer Service

GENERAL

I’m having difficulty getting through to Customer Service, is there another way I can contact them?
Our Customer Service Call Center experiences high call volume on Mondays and Fridays, and at the beginning and end of each month. You may email Customer Service at customer.service@faypwc.com.

Does PWC provide storm drainage or trash services?
PWC does not provide storm drainage or trash services. Please contact the City of Fayetteville or other related agencies. You may call their trash services department at (910) 433-1511, their storm water department at (910) 433-1613 or visit their website.

 

PWC PROGRAMS

What is the “Project: People Who Care” Program?

 

WATER/WASTEWATER SERVICE

Why is my water discolored?
Cloudy water is caused by tiny air bubbles in the water similar to the gas bubbles in carbonated soft drinks. After a while, the bubbles rise to the top and are gone. This type of cloudiness occurs more often in the winter, when the drinking water is cold. Potential Solution: Let the water run for a short period of time and check periodically for water clarity. If the discoloration continues, please call Customer Service at (910) 483-1382.

Rusty brown water may be caused when the water tank is rusting or water pipes in the street leading to your home are rusting. If you are having trouble and your neighbors are not, then your own pipes and water heater are possibly rusting. A licensed plumber may need to correct this problem.

Almost all water pipes have a thin film of rust and harmless sediment on the inside of them. Although this thin film causes no problems, over time it can build up to the point that a slight increase in water velocity can cause it to break loose from the interior pipe wall. This material causes your tap water to appear discolored or dirty. Normally discolored water is the result of high water demands throughout the distribution system. PWC performs flushing of the water mains in your area to remove sediment before it reaches your home or business. To learn more, click here.

Why do I have low water pressure?
Temporary low water pressure can be caused by heavy water use in your area, a water main break or hydrants being accessed to fight a nearby fire.

How does flushing the water distribution system work?
PWC has an ongoing program of flushing the distribution pipes to ensure that they are kept clean. Otherwise, rust and sediment would cling to the pipe walls. Flushing is done by opening fire hydrants and letting the water rush through the pipelines at a higher than normal velocity. This water being moved through the pipes at a high velocity breaks loose rust and sediment that may be present. During flushing, the discolored water is allowed to exit the system through an opened fire hydrant. The water is flushed until it becomes clear and there is a sufficient amount of chlorine residual present for disinfection. To view our flushing schedule, click here.

Is the discolored water that I am experiencing in my home/office safe to drink?
Even though discolored water is not harmful, we realize it’s not aesthetically pleasing either. Whether or not you feel comfortable drinking the water is a personal decision and an understandable one. If at anytime PWC’s water is deemed unsafe to drink, you will be notified by PWC with guidance from the State of North Carolina’s Division of Environment and Natural Resources (NCDENR) immediately via several different forms of media. During more localized events that may occur, you will possibly be visited by PWC and/or NCDENR representatives as well.

Although harmless, discolored water may leave stains when washing clothes. If you are experiencing discolored water, you may want to postpone doing laundry for a short time until your water becomes clear.

As with all of your personal and family’s home and health decisions, common sense is always the best approach. Even though discolored water is harmless, if you don’t feel comfortable using it during short periods of discoloration, we certainly understand. As always, you are the best judge of what is best for you and your family.

What should I do if I notice discolored water at my tap?
The first thing you should do is to allow your tap to run a few minutes to see if it clears up. This will help you determine if the discolored water is coming from the distribution system or your home’s plumbing system. If this doesn’t correct the problem within about five (5) minutes, please contact the following numbers:
* Between the hours of 8:00 am-8:00 pm M-F, contact PWC Customer Service at (910) 483-1382.
* After hours, contact PWC Emergency Dispatch at 1-877-OUR-PWC1.

Who do I call if I have questions about my drinking water?
Any specific questions or concerns that you may have regarding your drinking water may be directed to the PWC Laboratory at (910) 223-4705.

Why are PWC’s sewer charges more than water charges?
Wastewater is collected and then treated in accordance with the sanitary sewer use ordinance of the City of Fayetteville. Sanitary sewer discharge charges are split into two parts-collection and treatment. Billing is made on a monthly basis and sanitary sewer is billed by the metered water service under the customer’s assigned rate. Based on the cost of treating sanitary sewer, the operating expenses of the sewer treatment facility exceed the cost of the water treatment facility, resulting in the higher sewer rate.

Why are irrigation water rates more than other water rates?
PWC follows state guidelines that recommend rate structures that support water conservation. These include tiered rates that have the lowest rates for domestic or essential water use and higher rates for non-essential water use. Irrigation use puts the greatest demand on our water treatment capacity and we have to size our plants and system to meet the peak summertime demand, which is significantly driven by irrigation demands.

 

ELECTRIC SERVICE

What’s Involved In Power Restoration?

What’s the difference between an area light and a street light?
Area lighting is used to light private areas such as backyards, playgrounds, storage yards and general customer areas. These lights are installed as requested by a customer for a monthly fee. Street lighting is used primarily to illuminate the city’s public thoroughfares and residential streets. However, street lighting is also available on private streets at an additional monthly cost to residents.

 

PWC 101
PWC’s Medical Priority Program
Preventing Food Spoilage