Frequently Asked Questions

How do I begin service?

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To begin service, an application will need to be completed and submitted along with a copy of your deed/lease. Please visit this page to complete the application.

How do I end service?

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To end service, please complete a Service Termination form by visiting this page.
You can also contact the Customer Service team to end service by calling 877-511-2911.

How do I update my address and/or contact information?

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To update your address and/or contact information, you will log in to your online account by visiting this page. Once logged in, click “My Account” in the upper right-hand corner.

How do I transfer my water/sewer account to a new location?

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A new application will need to be submitted when transferring service to a new location. Please visit this page to complete the Service Termination form for the current address and then complete an application for the new address.

What is my account balance?

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You can view your account balance by visiting this page and logging in to your online account. The balance will be shown on the home screen. You can also call 877-511-2911 option 1 if you have your account number.

What are the different ways I can pay my bill?

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We offer 4 different payment options. Payments can be made through your online account, via Bill Pay utilizing your bank’s online payment functions, via ACH Auto Draft by calling Customer Service, or via check which can be mailed with the remit coupon and envelope provided with your bill.

If my service is disconnected for non-payment of insufficient funds and I make a payment, is my service automatically reconnected?

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If service is disconnected and then a payment is made, please contact Customer Service by calling 877-511-2911 so a work order can be created to have service reconnected.

What is the phone number to call for safe digging?

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Please call 811. USIC will assist on our behalf.

Can I or my plumber turn on/off my water meter or shut off valve?

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No, only an ONSWC operator can turn on/off the water meter or shut off valve. Customers are responsible for any damage to the meter or shut off valve should an unauthorized person access and damage either of them.

What are ONSWC’s responsibilities for sewer pipeline repairs?

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ONSWC is responsible for the sewer main line. ONSWC is not responsible for sewer lines running from the sewer main line to the residence.

What can I do if I think I have a sewer leak?

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If you believe there is a leak at the sewer main line, please contact us at 877-511-291. For other leaks, please contact a plumber.

Who is responsible for keeping the area around the water meter clear and accessible?

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Customers are responsible for maintaining the area around the water meter to allow easy access for reading and maintenance purposes.

Why is my usage unusually high?

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There are many factors that can affect usage. These include irrigation systems, leaking toilets, dripping faucets, other leaks that are not visible, and water softening devices. If you believe there is a leak at the water main line and/or water meter, please contact us at 877-511-2911. For other leaks, please contact a plumber.

Detecting a leak

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Faucets: Periodically, check faucets in the bathroom and kitchen for drips or seepage at the neck, handle, or under-the-counter connections.

Toilets: Toilets need to be checked regularly for leaks. The most common causes of a leaking toilet are:

  • Float device is set too high, which causes water to run into the overflow tube
  • A warped, cracked, or obstructed flapper

Inexpensive toilet leak kits are available at home improvement stores.

Sprinkler Systems: Broken sprinkler heads or damaged underground pipes are common sources of sprinkler system leaks. Watch your system carefully at least once per month to spot problems early. Do-it-yourself books with easy-to-follow instructions are available at home improvement stores and local libraries.

Use Your Water Meter to Detect Leaks: Make sure no water is being used inside or outside (no washing machine, dishwasher, faucet, sprinkler, etc.).

  • Locate your water meter box. Carefully remove the cover and lift the top of the meter.
  • Find the leak indicator on the face of the meter register. If all of your water sources are off and the leak indicator is rotating, you have a leak.

Leaks can waste thousands of gallons of water in just a few days. Water leaks are not just costly, they are a waste of one of our most valuable resources. Repair leaks promptly and report it to the Customer Service Department at 877-511-2911.

Reading your meter

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Residential Customers: Customarily the water meter is located at the front of the property near the street underground. To reveal your meter, raise the center lid on the meter box.

Commercial Customers: Depending on the size of the commercial property, the meter will be in a large concrete box or could be locked in an underground vault. If in a vault, do not attempt to obtain a reading. Contact Old North State Water Company, to obtain a reading of the meter. Customer Service 877-511-2911.

Understand Your Water Meter: The meter number is located on the outer cover of the dial – raise the dial cover to reveal the face of the meter register.

  • Place Holder (Insignificant number)
  • Meter Register (Odometer)
  • Flow Indicator
  • Leak Indicator

Note: Meter brand, face style, and locations may vary.

To Determine Water Usage:

  • Select a day to take the initial reading.
  • Write down the number on the register.
  • After a period of time (8-24 hours), get another reading from the meter.
  • Subtract your first reading from the second.
  • This figure will indicate how many gallons of water have been used in the designated time period.

Water Conservation Tips

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Indoor Water Use:

  • Install a low-flow showerhead.
  • Install a high-efficiency toilet.
  • Take a shower instead of a bath.
  • Never use the toilet to dispose of trash.
  • Do not run the water constantly while brushing your teeth.

Outdoor Water Use:

  • In the summer, outdoor water use can account for 60% or more of total water use.
  • Water lawns early in the morning or late in the evening to avoid up to 60% evaporation loss during the heat of the day.
  • Utilize rainwater by purchasing a rain barrel or cistern and collect the water from your gutters to water plants.
  • Set sprinkler heads so the lawn is watered, not the streets, sidewalks, and driveways.
  • Approximately 1” to 1 ½” of water per week is sufficient to maintain lawns in the southeast. Although there may be some loss of green color, the root system is often alive and healthy.
  • Wash vehicles using a handheld hose with an automatic shut-off nozzle and a 5-gallon bucket.

Additional Tips:

  • Know where your master water shut-off valve is located in case a pipe bursts.
  • Insulate your hot water heater and pipes to avoid wasting water waiting for it to get hot – save energy too!
  • Repair dripping faucets by replacing washers. At a drip rate of 1 drop per second, you can waste 2,700 gallons per year, adding cost to your water and sewer bill.

Water Pressure Regulators

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What is a pressure regulator?

Also called water pressure reducing valves,

  • they are compact, inexpensive regulators that perform two functions: they automatically reduce the high incoming water pressure from the mains to provide a lower, more functional pressure for distribution in the home;
  • they “regulate” by maintaining a set pressure in the home usually 50 lbs. –thereby ensuring that the home piping and appliances operate under a safe, more moderate, but satisfactory pressure.

What is Water Pressure?

When a fixture in a home is opened and water flows from it, it is because the water is “pushed.” This “push” is pressure. The speed at which water flows from the opened outlet depends on the amount of “push” or pressure, which exists at that time in the system. In short, the higher the pressure, the stronger the “push” behind the water.

How do I know if I have high water pressure?

A rule of thumb is: If you hear banging pipes in your home or observe water splashing in your sink, you probably have excessive pressure. However, for a precise reading, your local plumbing contractor can test your pressure with a gauge.

Does high water pressure cause "water hammer"?

Yes, and water hammer is very simply the noise generated by the shocks of high-speed water flowing in a pipe when a fixture is suddenly closed. The sudden stoppage causes a "bounce-back" of the water and is called a water hammer, causing banging pipes, noise systems, and damage to appliances. It might be compared to driving your car at a slow speed into a wall where the effect is negligible. However, if you drove the car at a much higher speed, the impact would be greater and, consequently, so would the bounce-back or shock. This principle is based on the fact that moving objects, and this includes water, tend to move in a straight line. They resist changes in direction. Therefore, in a home where the piping has many changes in direction, water hammer shock can be limited by reducing the water pressure.

How can I get a Water Pressure Regulator installed?

The easiest way would be to call your qualified local plumbing contractor who can provide you with an estimate and also advise of the various types of regulators available and the one best suited for your home. Although regulators are fairly simple to install and could be a do-it-yourself project, there are some laws which provide that only a licensed plumbing contractor be permitted to work on the home potable drinking water system for health and safety purposes.

A Water Regulator is a Primary Conservation Control:

Most people have considered regulators as pressure controls because they are used to protect appliances and piping from the effects of high water pressure. However, because of water and energy shortages and cost problems, regulators have become increasingly more important because they automatically provide the advantage of conserving water and energy. The water pressure regulator is the nub of a conservation program; but you should also consider flow control devices, low-flush toilets, improved water heating equipment, and better disciplined habits by the user. However, if none of these devices were installed, the water pressure regulator would still serve to contribute important and significant savings in energy and water.

Are you moving and need to start service at your home?