An interagency team including the West Virginia Bureau for Public Health, West Virginia American Water and U.S. Army Corps of Engineers has announced that extensive testing has produced results showing that levels of MCHM are below one part per million (1 ppm). The U.S. Center for Disease Controls (CDC) and U.S. Environmental Protection Agency (EPA) do not anticipate any health effects from these levels and the Do Not Use has started to be lifted according to designated zones. The first zone, which includes the downtown Charleston and East End areas, has now been lifted.
The ban is being lifted in a strict, methodical manner to help ensure the water system is not overwhelmed by excessive demand, thereby 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, along with the interagency team, are communicating the lift zones through a variety of sources including an interactive webpage where customers can enter their home or business address and see their water service status. We strongly encourage all customers with access to the website to use this tool first. This map is accessible at
Customers are encouraged to regularly visit the map for updates.
In addition to the website, lift zone information is being provided to all media. 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. The hotline is for the exclusive purpose of helping customers in border areas gain clarification or for those who do not have internet access. Representatives will not be able to provide any information beyond clarification on lift locations. All other questions should be directed to our Customer Service Center at 1-800-685-8660.