Frequently Asked Questions

MUDDY OR CLOUDY WATER

If my water has been turned off for repair, what causes muddy or cloudy water when it is turned on again?
Water discoloration sometimes happens when the normal flow of water is interrupted by either shutting valves or opening a fire hydrant. The discoloration is caused by sediments in pipes mixing with clear water. The sediments occur naturally from the oxidation of iron in pipes.

Is the water safe to drink?
Yes.

What can be done to correct the problem?
Most of the time the problem can be cleared by running the cold water spigots in your house for several minutes. The water does not need to be on full-stream -- just a small stream. Avoid turning on hot-water faucets so the discolored water is not drawn into water heaters.

What is the technician doing at my meter box?
The technician is either repairing, replacing or reading your meter.

There is a water leak in the meter box and the hole is full of water. Do I have to pay for lost water?
No, if the leak is on the Authority side, it does not go through the meter. If the leak is on the consumer’s side, the Water Authority will adjust the reading at billing time.

Will Field Operations locate water and sewer lines in my yard if I call Miss Utility at 1-800-552-7001?
No. The Water Authority can locate and mark only water and sewer lines that are on public property. Authority locators do not mark on private property because those lines belong to the homeowner or business and we have no information (such as maps) indicating where they were installed. The Authority's Field Operations Division maintains water lines to the meter and the property owner is responsible from the meter to the building. Likewise, sewer laterals are maintained by Field Operations to the property line and by the property owner from the property line to the building.

There has been water coming up through the pavement for some time. How long will it be before it is repaired?
It depends on the problem. All leaks are checked and monitored with the most severe leaks being repaired first. The amount of time that elapses before the leak is fixed is dependant upon the current workload as well as the severity of the leak.

Why don't I have water?
It may be because a water main has broken and the water has been valved off. It also may be due to a broken service connection from the water main to your house. It could also be due to someone inside your home cutting off your main water valve.

Why wasn't I notified before my water was turned off?
If an emergency such as a water main break occurs, we attempt to repair the problem as soon as possible and you may not be notified. If the work is scheduled, we make every attempt to notify you of the water being turned off. If work is being done to your meter (replacement or repair) we knock on your door and tell you what we are doing to your water service or leave a door hanger.

I've noticed that the caps on the fire hydrants are painted different colors. What do these colors represent?
The Western Virginia Water Authority maintains over 4,000 fire hydrants in the City of Roanoke and Roanoke County. The hydrant caps are color coded to indicate the usual water capacity of each hydrant. This allows the fire department to quickly decide which hydrants are the best to connect to. We use a color scheme suggested by the American Water Works Association.

Blue Caps = 1,500 gpm (gallons per minute)
Green Caps = 1,000 to 1,499 gpm
Orange Caps = 500 - 999 gpm
Red Caps = Less than 500 gpm

Why are there colored paint marks adjacent to my property line or in the street in front of my house?
These marks indicate underground utilities that are in front or adjacent to your house. The yellow mark shows where a gas line is present; blue indicates a water line; green represents a sewer line; red indicates electric power lines, cables, conduit and lighting cables; orange represents communications, alarm or signal lines, cables or conduit; pink indicates temporary survey markings; and white signifies proposed excavation. Markings are made by utility operators as required by the Virginia Underground Utility Damage Protection Act of 1979 and coordinated by "Miss Utility of Virginia" (the Virginia Underground Utility Protection Service, Inc., a nonprofit association of underground utility owners in Virginia).