FAQ on Service Repairs and Main Breaks

Our crews work around the clock in all types of weather to make the needed repairs and restore service as quickly as possible. At the West Travis County Public Utility Agency (PUA), our priority is restoring service while protecting safety and water quality.

What is the PUA doing to reduce main breaks and service interruptions?
Like all utilities, we focus on maintaining and improving the infrastructure that delivers reliable service. This includes routine system monitoring, preventive maintenance, and planned repairs and upgrades based on operational needs, system condition, and regulatory requirements.

What causes water mains to break?
Main breaks can happen for several reasons, including ground movement from soil shifting, temperature swings that cause expansion and contraction, age and wear of pipes and fittings, and construction activity or nearby utility work. Even when pipes are buried below the frost line, freezing and thawing of soil can contribute to ground movement and stress on water lines.

How long do repairs take?
Repair times vary depending on conditions in the field. Common factors include:

Locating the break: Water can travel underground before it surfaces, which can make some leaks harder to pinpoint.
Underground utility marking: Before digging, other utilities may need to be marked to prevent damage to gas, electric, communications, or other lines.
Type of repair needed: Some leaks can be repaired with a clamp, while others may require replacing a valve, fitting, or a section of pipe.
Site conditions: Access, depth, soil conditions, and traffic control needs can all affect timing.

Will my water be shut off?
When possible, repairs are completed without interrupting service. In some situations, a temporary shutoff is necessary to complete a safe repair. If that happens, customers in the affected area may experience low pressure or no water during the repair window.

Will my water quality be affected?
Not always. After service is restored, you may notice air in the lines or cloudy or discolored water. This is often temporary and can occur when water flow changes during repairs. In many cases, running cold water for a few minutes helps clear the lines. If there is any concern that water quality may have been impacted, the PUA will communicate next steps and any necessary precautions, such as boil water instructions, until testing confirms the water is safe.

How will I know if there is a boil water notice?
If a boil water notice is required, the PUA will issue an official public notice for the affected area. We will share the notice through our website and customer alerts, and we will provide clear instructions on what to do and when the notice has been lifted. If you are not currently signed up for notifications, we encourage you to sign up through our website and also make sure we have the best the contact information for you for our emergency messaging system (if you receive notices from us from H20 or have in the past from our Voyent Alert! System, then we have your updated information).