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The “do not use” water order has been lifted for a second customer zone, which includes nearly all of the Kanawha City area.
Earlier today, an interagency team including the W.Va. Bureau for Public Health, West Virginia American Water and U.S. Army Corps of Engineers announced that extensive testing produced results showing that levels of MCHM are below one part per million (1 ppm). The first zone, which includes downtown Charleston and the East End, was lifted today at noon. The order has now been lifted for approximately 10,000 customers in the combined two zones.
The ban is being lifted in a strict, methodical manner to help ensure the water system is not overwhelmed by excessive demand – causing more water quality and service issues. Zones have been established based on the flow of water from the treatment plant through the system.
West Virginia American Water is communicating the lift zones through a variety of sources including an interactive webpage where customers can enter their address and see their water service status. This map is accessible at
Performance of this interactive tool has improved greatly since its initial launch, and customers are encouraged to regularly visit the map for updates.
To supplement the web-based map, automated phone calls using our company customer database will be launched in coordination with lifted zones. A temporary local 24/7 hotline has been established at 855-390-4569 for additional clarification. All other questions should be directed to our Customer Service Center at 1-800-685-8660.
Customers in lifted zones will need to flush their home plumbing systems. West Virginia American Water has provided flushing guidance via its website, media, and call center. Only customers located within the zones that have been lifted should begin flushing. Please do not begin flushing until your zone is lifted, nor flush beyond the necessary 25 minutes and put additional strain on the water system.
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