SJWTX strives to provide water service continuously and consistently, and customers rarely experience an outage. Some common reasons why water service may be interrupted are listed below.
What to Do During a Service Outage
We recommend that you keep a supply of water on hand at all times in case of a service interruption. We make all reasonable efforts to prevent interruptions. However, routine maintenance and repairs are required to keep the distribution system in good working condition. If interruptions occur, the utility will re-establish service as soon as possible.
What Happens During a Scheduled Service Outage?
SJWTX typically schedules repairs and maintenance during normal business hours. We make every effort to contact all customers who will be impacted by scheduled service interruptions through an automated phone call to the primary number on the customer’s account. We may also contact customers via email.
What Happens During an Emergency Service Outage?
We cannot predict water leaks; they can happen at any time of the day or night. When a serious break occurs, we shut down the water immediately, without notice, in order to prevent further damage to streets and/or personal property and to limit the amount of water loss. SJWTX crews work to isolate leaks to affect the fewest number of customers possible. The duration of repairs vary with each incident, but SJWTX crews will continue working until service is restored.
What to Expect
After service has been restored, you may experience an uneven or pulsating stream of water from your faucets or fixtures when you first use them. This is usually caused by a small amount of air trapped in your plumbing lines and will resolve itself after a few minutes through normal water usage. When pipelines in the streets are disturbed due to repairs in your area, mineral sediments sometimes break loose and cause rusty or dirty-looking water. The sediments are harmless mineral deposits that naturally occur in water.
Typically, our crews will flush water from main transmission lines to remove any sediment. However, if the water does not clear after running it for a few minutes, please contact our Customer Service Department.
Interruption Due to Non-Payment
Water service may be disconnected if your bill has not been paid in full by the date listed on the termination notice.
How to restore service once disconnected for non-payment
- Payment is required
- Full past-due balance
- $25 reconnection fee
- Water service will not be restored if payment is made after business hours, during the weekend or on holidays.
- Once payment has been received and applied to an account, water service will be restored during normal business hours in the order that payments are received.