Service

I have a grinder pump. Whose responsibility is it to maintain it?

We maintain a limited number of existing grinder pumps by individual contract. If your residence contains a Prince William Water grinder pump, you will notice a service fee included on your monthly bill.  

If you are having any issues with the device, call (703) 335-7990 to request assistance.

I have a sump pump. Whose responsibility is to maintain it?

The Property Owner is responsible for any repairs or replacements of Sump Pumps. 

We can assist the Property Owner with investigating an issue with a sump pump that was installed by Prince William Water. For more information please see the Customer Handbook.

What is a sewer cleanout?

A sewer cleanout is a pipe with a cap (generally located near a customer’s property line) that provides access to a sewer line so that blockages can be inspected and removed. 

If your cleanout is missing a cap, call (703) 335-7990 and we will replace it as a courtesy service.

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 my meter be checked for leaks?

Yes, Prince William Water staff can visit your property to check your meter for leaks. 

If you think your meter has a leak, contact Customer Service at (703) 335-7950, Monday through Friday, 8 a.m. to 5 p.m. to schedule a visit.

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 has been turned off at the meter. Can I turn it back on myself?

Please do not turn a meter back on. Meters are Prince William Water property, and tampering with them is prohibited. 

When the water is turned on, a Prince William Water technician must get an accurate meter reading to establish the baseline for future billing.

Who do I call if I need to locate my water or sewer lines?

Call Miss Utility of Virginia at 811 or visit https://va811.com/ before you dig or excavate. They will dispatch Prince William Water to locate lines and connections from the water or sewer main through the water meter box.  

Lines and connections on private property are the responsibility of the property owner.  

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 is a trash fee added to my bill?

Residents in the Yorkshire Service Area receive trash collection from Prince William Water through a contractor and pay a Refuse Collection Charge to cover the cost of service.

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.

Do you require a deposit to start water service?

There is a, non-refundable Application Fee for new service requests that will appear on the first month's bill. In addition, tenants must pay an Advance Payment Deposit that is included on the first bill. All Fees are outlined in the Customer Handbook.

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.  

Does the installation of a sewer and/or water line(s) lead to growth and increased density?

Development density is strictly regulated by the Prince William County Planning Commission and Board of County Supervisors through rezoning based on the Comprehensive Plan. Prince William Water assesses new developments for utility service availability within these guidelines.

Is there a requirement to connect a home to a proposed sewer or water line if located within 2,500 feet?

Prince William County regulations do not mandate semi-rural residential or rural properties within 2,500 feet of public water or 1,000 feet of sewer to connect to a proposed water or sewer line. New developments in these zones may link to nearby utilities if allowed by the Prince William County Comprehensive Plan and Prince William County Code, subject to amendments by the Board of County Supervisors only.

I have a failing septic system or well and need to connect to Prince William Water's water/sewer system. Will Prince William Water build the lines to my property or fund the connection?

In order to treat all customers fairly, property owners in unserved areas of Prince William County who want to connect to the system must pay the cost to extend distribution or collection lines from existing Prince William Water mains to their property as well as the applicable Availability Fees.

How much water do data centers use?

Data center water consumption depends on factors such as facility size, cooling type (water intensive or air cooled), and outdoor temperature. Prince William County had 34 data centers in 2023. The average daily water use of a data center building is 13,600 gallons, while the maximum is 102,000. Seasonal weather affects data center water use. Facility water use is lower in winter and higher in summer. Operational data centers in Prince William County consume approximately 1.4% and 6% of Prince William Water's average and maximum daily water demands, respectively. 

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. 

What should I do when my water service is restored after a water main break?

Water that has been sitting in lines can have air or sediment in it. We recommend running cold water from a tap on the highest floor of your home for five to 10 minutes. If the tap continues to sputter or the water remains cloudy, call our Emergency Dispatch Office at (703) 335-7990. 

What can cause a water main break?

Soil characteristics, age and condition of a pipe, and changes in water and ground temperatures can all contribute to water main breaks. Typically, these occur during the winter months. Occasionally, pipes can break if they are accidentally struck by heavy equipment.

How long does it take to repair a water main break?

Every water main break is different, and the amount of time required to fix them varies due to pipe material, pipe size, the type and cause of the break and how accessible the pipe is. 

Prince William Water crews work to fix a main break safely and as quickly as possible.

How does Prince William Water repair a water main break?

We respond quickly to repair the broken water main.  We notify customers if their service will be interrupted during repairs. Water main breaks beneath roadways require a temporary asphalt patch. A contractor will complete permanent paving, typically within 6 to 8 weeks. 

How do I report a potential water main break?

  • To report a potential water main break during normal business hours, Monday through Friday, 8 a.m. to 5 p.m., call Customer Service at (703) 335-7950. 
  • To report a break during weekends and evenings, call Emergency Dispatch at (703) 335-7990. 
  • Thanks for looking out for us!

What are the signs of a water main break?

Signs on or near a road include: Flowing or standing water in unusual places, sinkholes or potholes, or large, unexplained cracks in asphalt or pavement. 
Signs in your home include: Low or no water pressure, discolored or cloudy tap water, or gurgling or groaning sounds in your plumbing.