1. How do I connect, transfer or disconnect service?
If you do not currently have service we do require that you come in to the office at 511 W. Locust St. to sign a Customer Service Request Card in order to establish service in your name. Please bring Picture ID (Driver's License), Social Security Card, and proof of the address you want to connect (Lease or Contract). A non-refundable $50 connect fee (cash, check or money order) is payable at this time. If you currently have service you may call 903-531-1230 to connect additional service, transfer or disconnect. To transfer service or add any additional service your account must be current.
2. How soon can my water get connected?
We can provide you next business day service as long as you come in by 5 pm the previous business day to connect new service or call for a transfer of service. Also, it will be necessary for someone to be at that location for water to be left on.
3. Can you draft my water bill directly from my bank account?
Yes. We can set your account to automatically draft from your checking or savings account. To begin this free service you must complete a Draft Authorization Form, available in our office or online. In addition, we need a voided check from the account you want to be drafted. Once all the information is received your water bill will be set to draft from your bank account at the next billing. You will receive a bill just as you do now and, the "Due Date" will be the actual date your bank account is drafted.
4. How do I get information about my account?
You can call 903-531-1230 or come into the office to ask questions or get information about your account.
5. Why do I have a past due balance on my bill?
Payment was not received and posted before your new bill was processed. If you have made a payment that is not reflected on your bill you may call the office to verify we have received and posted the payment.
6. Why can't I have the same due date each month?
The due date is determined by the billing date. Each current bill is due 17 business days from the bill date of the statement and this date is assigned by our billing software which we are unable to override.
7. What should I do if I get behind in paying my bill?
If you have received a billing that has a past due balance, it would be advisable to contact The Water Business Office, especially if a disconnect notice has been received. We can offer extensions to our customers if their payment history meets certain criteria. For more information on our Delinquent policy and procedures please call 903-531-1230.
8. When I pay my bill with online checking does my payment get to you the next day?
No, the payment will be printed and mailed to the Water Business Office by your bank. It will take approximately 7 to 10 business days to be processed from the time it is submitted.
9. How do I pay my bill if the Water Business Office is Closed?
We have two night deposit boxes available to leave payments. There is a drop box in front of the WBO building and also in the Brookshire's parking lot near the mailboxes. We collect all payments at 8 a.m. the next business day. Your payment will be processed that same day.
10. How long does it take my payment to get to the Water Business Office?
It will take about 7 to 10 business days to arrive at our office. If you have received a delinquent letter you will need to bring your payment to our office to be processed in a timely manner.
11. What happens if my payment is not received on time via the mail and my water is disconnected?
If your water service is disconnected for non pay you will need to pay the total past due to reconnect and when the payment arrives we will credit your account.
12.Why should I call to cancel services if someone else is moving in when I'm moving out?
We strongly suggest that our customers always call to give us a date that they would like services terminated. Failure to take the services out of your name will allow billing to continue. Customers are held responsible for all changes until the account is Final Billed.
13. How do I request emergency services?
To request emergency water turn-off or to report a water meter leak, water main break, fire hydrant leak, clogged or overflowing sewer main please call 903-531-1290 between the hours of 8am and 5pm Monday-Friday. If you need to request emergency services after hours or over the weekend you can call 903-597-6541.
14. Why is my bill so high?
Your bill is based on how much water passes through your meter which is read monthly. Since the movement of water is the only source of energy the meter has, anytime you see a number or dial moving on the meter, it definitely means there is water moving through it. Some causes for high bills are: size of household, size of home or yard, and more days between readings. We strive very hard to read every 25 to 35 days. Another reason for a high bill is a leak. If you suspect you have a leak you can check your meter. If you have a sprinkler system we suggest that you check your meter reading before a cycle and then again when the cycle is complete. Doing so will show how much water is being used to water your grass. If you discover a leak, there are procedures set up to help with the large bill. Please see question # 8.
15. What if I have a leak?
It is the policy of Tyler Water Utilities to allow a concealed leakage adjustment once in a twelve month period for an account, upon presentation of plumbers bill or other documentation to show that a leak was present and has been repaired. The documentation must show date of the repair in order to know what bills were effected by the leak. This adjustment can be up to one-half the leakage and cover up to a three month period. The same period or season of last year's usage is considered as the average in determining how much leakage is involved. Water loss due to pranksters, vandalism, etc., does not fall into this category due to no assurance that the circumstances will not reoccur and the limited control of each customer preventing such an occurrence.
16. What is sanitary sewer?
Wastewater (sewer), is the used water that goes down the drains inside our houses and businesses.
17. How could my bill be the same two months in a row?
Even though the meter records every gallon used, you're billed in increments of 1,000 gallons. When the meter is read the meter reader will round down to the nearest 1,000. If you use within the 1,000 gallon range of water each month, the bill will be the exact same.
18. Do you add fluoride to the water?
Yes. The City of Tyler adds 0.7 mg/l as an aid to dental hygiene. Fluoride is a deterrent to tooth decay, especially in small children.
19. Is our water hard and what is its' hardness?
No, it is not hard. Our water averages a hardness of 40 mg/l or 2.34 grains/gallon. A hardness of 60 mg/l (3.5 grains/gallon) or less is considered soft.
20. Where does the water we use come from?
The majority of water used in Tyler comes from Lake Tyler and Lake Tyler East (Surface Water) and is treated at a surface water plant located on Golden Road. As much as 10% comes from wells located throughout the city.
21. Is the water tested?
Absolutely. Water treatment staff continually test for quality control 24 hours a day. The Texas Commission on Environmental Quality (TCEQ) also tests periodically.
22. What do I do if the water smells, looks or tastes unusual?
You may call the Water Treatment Plant at 903-597-6541 to report anything unusual.