Winter Weather Emergency: FAQ
Below are some frequently asked questions about our current water outage resulting from our recent weather emergency.
Are there any main breaks?
Currently our water treatment facilities and groundwater production stations are operational at full capacity. Our distribution teams are investigating possible line ruptures in our system. However, our network monitoring and observations show that our water delivery system is losing significant amounts of water from business and household plumbing systems – from customer pipe bursts, leaks, or dripping hose bibs and faucets. Until these are resolved and repaired, our service area may continue to experience low to no water pressure.
Have we reached out to other organizations and companies to help?
We are currently working with local law enforcement, Comal ISD, and other community organizations for assistance in coordinating our efforts and locating and leaks. We are attempting to procure more bottled water for our community. All information concerning water distribution can be found at:
When will my water be back on?
We do not have a timeline on when full service will be restored at this time. We know that some customers do not have water service and returning your service is our priority. As our observation and system monitoring indicates, most out of water conditions are the result of numerous customer side leaks caused by the recent extreme cold weather event. We need you help! We continue to ask the public to help us in identifying any possible leaks in and around residential areas. If you see a leak of any sort please report it at https://www.sjwtx.com/about-sjwtx/contact-us
What is a boil water notice?
A boil water notice is a public statement advising people to boil their tap water before using it, typically in response to an event that has (or could have) introduced contaminants into the water distribution system. Such events include a large water main break, widespread loss of system pressure, or results of routine sample testing in the system. Although waterborne diseases are extremely rare, they can be serious. The risk is higher for infants, the elderly and persons with immune deficiency disorders. Canyon Lake Water issues boil-water notices even if the possibility of contamination is remote to safeguard the health of the community. This does include bulk water that is provided at the water stations.
What is the best way to report a leak or issue, if we can’t get through the customer service phone lines?
We recognize the delays and difficulties getting through to our customer service representatives. To report leaks, main breaks, or wastewater emergencies via our website: https://www.sjwtx.com/about-sjwtx/contact-us.