Customer Service

Can system flushing in my area cause cloudiness or sediment in my water?

Sometimes, the flushing process causes short-term cloudiness in water mains by stirring minerals and sediments. Please run cold water from your tap until the cloudiness goes away if you have this problem.

Please email customerservice@pwwater.org or call (703) 335-7950 to reach Prince William Water's customer service department if your water seems cloudy for an extended period of time.

How do I close a loved one’s account?

An Authorized User previously established on the account can request a loved one’s account to be closed. If an Authorized User is not listed on the account, we require appropriate documentation that the person making the request is Authorized to act (typically a death certificate and Will or Executor-related documents). 

I am an HOA. What do I do if I see a Prince William Water marked vehicle parked in my neighborhood?

Some employees take marked Prince William Water vehicles home so that they can respond quickly to water and sewer emergencies. Be assured these vehicles are used only for official purposes to protect the health and safety of our community and the environment.

Are Prince William Water vehicles allowed to be taken home?

Some Prince William Water employees are considered essential personnel, including employees who are on-call for weekends and evenings. On-call employees take marked Prince William Water vehicles home so that they may respond more quickly to water and sewer emergencies. 

Can Prince William Water check my water pressure?

Yes, we can check your water pressure. You can call Customer Service at (703) 335-7950 during normal business hours, Monday through Friday 8 a.m. to 5 p.m. or call Emergency Dispatch at (703) 335-7990 after hours to arrange for a service technician to visit your home. 

My water is off and I don’t know why. What should I do?

Here are a few recommendations if your water is off: 

  1. First, check to make sure your bill has been paid. 
  2. Call Customer Service at (703) 335-7950, Monday through Friday, 8 a.m. to 5 p.m. 
  3. Outside of business hours, call Emergency Dispatch at (703) 335-7990. 

I am a tenant requesting new service. Why do I have to provide owner information and why must an Owner Authorization Form be completed by the owner?

The Virginia Code requires that property owners are notified when tenants begin water service at their property.  The Code also requires that the owner give written permission for tenants to have water service at their property, and an Owner Authorization Form meets this requirement.

How do I disconnect my service?

Do one of the following 2 business days before your move:

  1. Call Customer Service at (703) 335-7950
  2. Log in to your account, click on Requests/Updates, then click on Stop Service/Move Out. 
  3. Visit our business office located at 4 County Complex Court in Woodbridge, Monday through Friday 8 a.m. to 5 p.m.  

How do I transfer my service?

Do one of the following 2 business days before your move:

  1. Call Customer Service at (703) 335-7950
  2. Log in to your account, click on Requests/Updates, then click on Transfer Service 
  3. Visit our business office located at 4 County Complex Court in Woodbridge, Monday through Friday 8 a.m. to 5 p.m.  

How do I get my water turned on if I’m a new customer?

  1. Call Customer Service at (703) 335-7950, Monday through Friday, 8 a.m. to 5 p.m. or visit www.pwwater.org click on Start or Stop Service  
  2. Visit our business office at 4 County Complex Court in Woodbridge, Monday through Friday, 8 a.m. to 5 p.m.

If my service is disconnected how long does it take to get service back on after I pay?

While we cannot guarantee a restoration time, our goal is to have all service restorations completed the same day by 10 p.m. Certain factors like the number of restorations, timing of requests and field emergencies can affect restoration timing.

Why do I have to pay an application fee each time I activate my account?

All new accounts, or existing accounts transferring service to another location, are charged an Application Fee. This fee helps us recover administrative costs associated with establishing or transferring an account. The Application Fee appears on the first month's bill.

Why can't Prince William Water waive/absorb the third-party transaction charge?

Rates and fees are based on the actual cost of the service provided. Because of this, Prince William Water cannot absorb the cost of transaction charges. Prince William Water receives no payment for the vendor's non-refundable administrative fee.

What do I do if I did not receive a bill?

If you didn't receive a bill, please do one of the following: 

  1. Call Customer Service at (703) 335-7950, Monday through Friday, 8 a.m. to 5 p.m. 
  2. Email your request to CustomerService@pwwater.org. 

What services do residential customers pay for on a monthly bill from Prince William Water?

Monthly bills include fixed service charges based on your meter size and consumption charges based on your monthly usage. Bills also include trash service for customers in the Yorkshire area who receive trash services through an independent contractor. 

What should I do if I feel my bill is higher than normal?

  1. Check your premises for leaks or running toilets.  
  2. If you can't find the cause of increased water usage, call Customer Service at (703) 335-7950. Our representatives can arrange for a technician to visit your property and help identify potential causes.

I can’t pay my bill by the due date. Can I get an extension?

Contact Customer Service at (703) 335-7950 Monday through Friday from 8 a.m. to 5 p.m., or customerservice@pwwater.org, to discuss an extension. Please allow 2 business days for email inquiries. 

What if I accidentally deleted the email notification for my bill?

You can view your current bill by logging on to your account at www.princewilliamwater.org. You may also call Customer Service at (703) 335-7950, Monday through Friday, 8 a.m. to 5 p.m. 

Is my payment information safe online?

Our payment vendor, Invoice Cloud, keeps your information safe by storing it using Payment Card Industry (PCI) compliant systems. Your information is not shared with any other parties. In addition, account information displayed in the Invoice Cloud portal is shortened to protect confidential data. 

How do I change my account information?

  • To change your account information, please log in to your account.  
  • You can change any of your personal information under the "My Profile" tab. 
  • You can also contact Customer Service at 703-335-7950 or CustomerService@pwwater.org 

What is a convenience fee?

A convenience fee of $2.75 is applied when you use a credit or debit card to make your payment. This processing fee is charged and collected by Invoice Cloud, our payment vendor. 

What are recurring payments?

Recurring payments are scheduled by you on a specified date. You can: 

  • Pay a fixed payment amount on a selected day.  
  • Pay a fixed payment amount on the invoice due date. 
  • Pay in full on the selected day. 
  • Pay in full on the invoice due date.  

Why cancel my automatic bank drafting agreement?

Prince William Water is discontinuing Automatic Bank Drafting to offer more flexible payment options.  Invoice Cloud provides various recurring payment options. Payments issued by electronic check are free. A$2.75 fee is applied to credit or debit card payments.  

What forms of payment are accepted?

We offer many options for paying your bills. You can pay by debit or credit card (Visa, MasterCard, American Express, or Discover). You can also issue an electronic check from your checking or savings account. 

Can I make an electronic payment without an email?

No, you will need to provide a valid email address to complete the online payment process so that the system can send your payment confirmation. 

How do I register?

  1. Visit www.princewilliamwater.org, click on Account Login/Pay Bill  
  2. Choose Sign Up Now  
  3. Enter your information to verify your account, create username, password and security question.
  4. Once you have registered, you will only need your username and password to log in. 

Do I need to register to pay a bill?

Registration is not required for a one-time payment option. Just enter your payment information each time you pay your bill. By registering, you can access your payment history, receive notifications and avoid entering your information each time.  

What is the relationship between Prince William Water and Invoice Cloud?

Invoice Cloud is our third-party electronic bill presentment and payment provider. Your data is not sold or released for any purpose other than to complete Prince William Water transactions. 

What is Invoice Cloud?

Invoice Cloud is a web-based, electronic invoice payment company. We have partnered with Invoice Cloud to provide convenient, online payment services. Through Invoice Cloud, you can choose to receive your bill electronically and pay online, which helps the environment and reduces clutter.  

Why are High Demand Charges in place year-round?

Commercial High Demand Charges apply year-round since commercial customers' excess use is not confined to residential peak season (May–October). 

Why does Prince William Water charge Commercial High Demand Charges?

Prince William Water's water system provides on-demand drinking water. As the County grows, Prince William Water builds its water system to serve more customers. New customers pay an Availability Fee at connection to cover system expansion costs.  
 
Commercial clients who use more water than their allocated capacity limit Prince William Water capacity for other customers. Prince William Water assesses Commercial High Demand Charges to recover the cost of adding water system capacity to lessen the impact of some commercial customers' high demands. 

What if my water needs are significantly greater than my sewer needs?

Customers paying for water and sewer services pay for similar capacity because all water can enter the sewer system. A water-only account is recommended for non-sewer water use. Water-only accounts are connected to the water supply but not the sewer. Purchase capacity individually for a water-only account. Engineers from Prince William Water will gladly discuss this possibility with clients. Customers should contact Prince William Water's Engineering & Planning Division at 703-335-7930 for assistance.   

What if I don’t know exactly how much water I plan to use?

Due to business-specific characteristics, Prince William Water must rely on commercial consumers to predict their water use. Prince William Water will evaluate the customer's usage estimate and the desired meter's suitability.  

Using historical data, Prince William Water can estimate a customer's water use, but it cannot predict their actual use. Due to company demand, ownership or tenant changes, etc., a customer's estimated water use may differ from their actual use. Prince William Water may request extra Availability Fees at any time when water demand exceeds capacity purchased, regardless of property ownership. Customers can buy more capacity and raise their thresholds by recertifying with our Engineering Division at 703-335-7930. 

As erroneous estimations may result in higher Availability Fees or High Demand Charges, Prince William Water advises consumers to estimate their use as accurately as possible. Owners and tenants should understand Developer and User Fees to manage water and sewer accounts cost effectively. 

I am a commercial customer. How much water may I use?

Commercial customers can use certified water capacity. Each user is assigned a number of Equivalent Residential Units (“ERU”), each of which provides 10,000 gallons of monthly consumption. High Demand Charges apply above that limit. Prince William Water may request extra Availability Fees at any time when water demand exceeds capacity purchased. 

 
For account questions, call our Utility Billing Supervisor at (703) 396-6495.