Frequently Asked Questions – Customer Service
How do I contact Customer Service?
- Call Center*: (910) 483-1382, 7:00am-8:00pm M-F (except holidays)
- 24-Hour Emergency: (910) 483-1382
- Email: customer.service@faypwc.com
- Online: Report a Problem
*Call volume tends to be high on Mondays and Fridays, and at the beginning of each month.
What is a Basic Facility Charge?
A Basic Facility Charge is an investment per service that helps PWC cover the expenses of maintaining the overall utility system. Click here to learn more
Who do I contact for storm drains?
Contact the City of Fayetteville’s Stormwater Division regarding storm drains. Call (910) 433-1613 or click here for more information.
How is my wastewater/sewer bill calculated?
Wastewater, or sewer, is not metered like water usage is metered. For customers who have both water and wastewater services, the wastewater charge is based on their water usage. For customers who only have wastewater service (their water service comes from a different provider), a flat fee is used and is based on the average sewer/water usage for PWC residential customers. If PWC is not the water provider, we have no way of tracking the customer’s water usage, so the flat fee is used.
How do I report problems, such as area or street light outages, tree trimming requests, downed power lines or poles, power fluctuations/flickering, and voltage concerns?
Please call Customer Service at (910) 483-1382 or submit your issue using the Online Account Manager.
What do I do if I plan to do any underground digging?
Please call NC811 at 8-1-1 or 1-800-632-4949 at least 48-hours in advance to locate all underground utilities before you start any digging project.
How do I sign up for PWC’s Medical Priority Program?
Click here for more information about PWC’s Medical Priority Program
Does PWC provide storm drainage, trash, and recycling services?
The City of Fayetteville provides all of these services. They can be reached at (910) 433-1FAY (1329) or through the FayFixIt app. Cumberland County also offers recycling sites at various locations.
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.
Does PWC put a street lighting charge on my electric bill?
Community street lighting does not appear as a separate line item on your electric bill. Community street lighting is defined as lighting that provides illumination of community public streets located inside the corporate limits of the City of Fayetteville. It specifically enhances the safety of both pedestrians and vehicular traffic. The charge for community street lighting is included in the electric basic facility charge on the customer’s bill. There are additional lighting options customers can request that do appear as separate line items on the bill. Here is an explanation of those three additional types of lighting:
- Contract Street Lighting is lighting along public roadways located outside the corporate limits of the City of Fayetteville. The additional monthly charge for this street lighting will be billed per the customer’s applicable rate schedule.
- Contract Private Lighting is lighting in residential parking lots, common areas, and along private streets. This service is available both inside and outside the corporate limits of the City of Fayetteville. This monthly charge will be billed per the customer’s applicable rate schedule.
- Contract Area Lighting is used to light private areas such as backyards, playgrounds, storage yards, and general customer areas as requested by an individual or company. A monthly rate will be charged for each lighting unit per the Area Lighting Service Rate Schedule.
If you have questions or want to speak with someone about the type of lighting in your area or how to request additional lighting, please call Customer Service at 910-483-1382.
Do I contact PWC if I need to fill my pool? Does PWC offer a discount for filling up a pool?
If you are a water and sewer customer, we do recommend you contact Customer Service at 910-483-1382 for details, if you need to fill/refill your pool. PWC offers a courtesy adjustment on sewer usage once a year (minimum of 1,000 gallons additional usage over and above normal use). You’ll need to provide the dates when it was filled and how many gallons it holds. After verifying the usage, the adjustment will appear on your next bill.
Can my organization request the Cliffdale Water Tower lights to be changed in support of an observance or special event?
We appreciate interest in illuminating the Cliffdale Water Tower for a special holiday, event, or observance. We understand the significance of these and the enthusiasm behind these requests. There are many holidays, events, and observances recognized and celebrated by our residents. Lighting the water tower for each of these would require considerable planning and resources, which makes it challenging to accommodate such requests. PWC is unable to approve these requests. This decision is made in accordance with our policy, which prioritizes standard lighting of red, white, and blue throughout the year, since Fayetteville is an All-America city.
How do I ask for giveaways, like brochures and goodies?
How do I ask for bottled water?
Can I fish in lakes on PWC property?
PWC owns and manages 4 lakes in the Little Cross Creek Watershed. Fishing is only allowed with restrictions on Glenville Lake. Fishing is only allowed from a pier at Mazerick Park. Fishing from the bank is not allowed. The restrictions are in place for several reasons. The PWC owned lakes are a vital source of drinking water for our community. It is necessary to restrict access for security reasons as well as to ensure good water quality. The lakes and surrounding woodlands are environmentally sensitive areas that must be kept free of human disturbance. The woodland and riparian vegetation along the shoreline of the lakes act as a filtering buffer for pollution. Fishing from the bank disturbs this buffer and degrades water quality.
How do I file a claim?
Report the incident within 24 hours by calling the PWC Claims Department at (910) 223-4366 or (910) 483-1382. You must describe in detail what happened and complete a claims form. In addition, you should create an inventory of your damages and have them available for assessment during the investigation, plus photograph/video any items that were disposed (ex. food spoilage, water/sewage overflow). You should also preserve all receipts and submit them with your claims form. Click here for the Property Damage Claim Form
Can I hunt or camp on PWC property or fish in PWC lakes?
No.
How do I report theft of PWC service/property?
Do I contact PWC if I need to fill my pool? Does PWC offer a discount for filling up a pool?
If you are a water and sewer customer, we do recommend you contact Customer Service at 910-483-1382 for details, if you need to fill/refill your pool. PWC offers a courtesy adjustment on sewer usage once a year (minimum of 1,000 gallons additional usage over and above normal use). You’ll need to provide the dates when it was filled and how many gallons it holds. After verifying the usage, the adjustment will appear on your next bill.
How do I get my meter checked for accuracy?
Call Customer Service at (910) 483-1382 to request a test. All tests are subject to a testing fee:
a) testing fee of $25 for each electric meter tested which accuracy falls within limits has established by ANSI.
b) testing fee of $40 for each water meter tested which accuracy falls within limits has established by AWWA.
The customer pays no fee if meter tested does not exhibit acceptable accuracy. In this circumstance, the customer’s current and previously billed amounts (up to 12 months) are subject to adjustment, up or down.
How do I report an area or street light that isn’t working?
Who do I call about obtaining old power poles?
PWC does offer used poles to the public, but availability is subject to change without notice. Customers are required to cut and load the poles themselves. Used poles can be picked up from the PWC Warehouse at 1097 Public Works Drive, Monday through Friday from 9:00am -3:30pm. Customers must complete a form at the electric side of the warehouse before entering the warehouse yard. To check availability, call (910) 223-4355.
Who do I call to pick up garbage?
The City of Fayetteville is responsible for picking up trash inside the city limits. Click here for more details, or call their Customer Service Department at (910) 433-1FAY.
Who do I call about potholes? If the pothole is inside the city limits of Fayetteville, call (910) 433-1FAY.
Does PWC offer recycle bins?
PWC does not offer recycling bins, but the City of Fayetteville does for residents who live inside the city limits. To learn more, click here. The County also offers recycling sites at various locations around Cumberland County. To learn more, click here.
Does PWC offer solar panels?
PWC does not offer solar panels, but will assist customers if they decide to install rooftop solar. For more information, contact the PWC Customer Programs Group at (910) 223-4950. Click here to learn more about our solar options.
Where can I get information to sell renewable energy to PWC?
Click here or call (910) 223-4766.
Other FAQ
