Most of the time, water service in our city runs without interruption. Occasionally, residents may experience a loss of pressure or temporary loss of service. Below are the most common reasons this happens and what you can expect in each situation
Water Main Break
Pipes can crack or burst due to age, shifting soil, or extreme temperature changes. When this happens, crews must shut off water in the area to make repairs. Service is usually restored within a few hours.
New Waterline Installation
When we install new waterlines, residents will experience a disruption to their service as crews connect the service line to the new main. Residents and businesses who are being connected to the new waterline will receive a notice at their address 24 hrs. in advance.
Scheduled Maintenance or Repairs
Our utility crews regularly replace valves, hydrants, and sections of pipe to keep the system working. These projects are planned in advance, and affacted residents or businesses will receive a notice 24 hrs. in advance.
Water Service Line Break
The water service line is what connects you to the watermain. There is a city owned portion and a resident owned portion.
These pipes can leak or break which would disrupt your water service. If you notice a drop in pressure, discolored or cloudy water, an unexplained rise in your water consumption, or excess water in your yard, call Engage Toledo at 419-936-2020. The City's Water Distribution team can investigate to determine if there is a break or leak in the city-owned potion of the line. If the break or leak is on the resident's side of the service line, you will need to call a plumber and schedule a repair.
Shutoff for Non-Payment
Water service may be disconnected if an account becomes seriously past due. Before a shutoff occurs, the City will send multiple notices by mail.
If your water has been shut off for non-payment, you will need to pay the past-due balance before service will be restored.
The City has payment plans and assistance programs available to prevent non-payment shutoffs.
Frequently Asked Questions
Q: My water is off and I didn't receive any notice. What should I do?
This can happen for a number of reasons. The most common is during a new waterline installation when crews shut off valves to tie the existing service lines to the new waterline, and people outside the anticipated range lose water service. These disruptions are brief, often just a few hours.
Q: Why did my water pressure suddenly drop?
Reduced water pressure is often caused by nearby firefighting, a main break, or maintenance work. Pressure should return in a few hours. You can still use your water, but may want to avoid using large appliances like washing machines until it stabilizes.
Q: How long do water shutoffs last?
For planned maintenance, most outages only last a few hours. Emergency repairs can vary depending on the severity of the break. We do our best to restore service as quickly and safely as possible.
Q: Why is my water discolored after service is restored?
Sometimes, when water lines are turned back on, sediment can be stirred up. This is harmless and usually clears after running your cold tap for a few minutes. Avoid doing laundry until the water runs clear.
Q: What is the best way to make sure I know if there is a boil advisory or other water related emergency?
You can get more information about boil advisories here. Sign up for alerts here.
Q: Who can I call if I have an urgent water issue or sudden disruption to my service?
You can report any suspected main breaks or unanticipated service disruptions to Engage Toledo at 419-936-2020. Questions related to your water bill should be directed to DPU Customer Service at 419-245-1800.