Frequently Asked Questions - Service

After hours, you can call the on-call telephone number 828-506-0681 and speak to the utility worker on call. He will have a list of customers who paid and were approved for reconnection. Please note: If the administrative office has not verified payment or approved you for reconnection on the list, the on-call staff cannot reconnect your water overnight. 

Unfortunatley there is no way we can provide a specific time or window of time when your service will be restored. It depends on numerous variables such as how many customers were on the cutoff list, how spread out the addresses are and primarily how quickly the disconnection process is completed. If you pay by 3:00 p.m. on cutoff day, service will be restored before the crew leaves for the workday; however this may be late afternoon. Please do not call our office repeatedly asking when you will be turned back on!

All late fees and reconnect fees are added after 5:00 p.m. on the last day to pay which is typically the 25th of every month. Once these are added the disconnect list is generated and distributed to utility staff before we open to the public on the morning of cutoffs. Once the paperwork is distributed, every customer on the list must be disconnected before we begin turning the water back on. 

Even if your water has not been turned off, administrative costs have been incurred. After 5:00 p.m., the fee becomes part of the payment required to be paid to have your service reinstated. 

Your service was disconnected due to non-payment of all or part of a previous bill that has been delinquent (late) for at least 60 days.