Special Alerts

Oct 18, 2018 : Important Notification from Aqua North Carolina about Hurricane Michael
Read More ›

Special Alert

Important Notification from Aqua North Carolina about Hurricane Michael

Oct 18, 2018

Important Notification from Aqua North Carolina: Hurricane Michael
UPDATED: Oct. 18, 2018 at 5 p.m.

Aqua will post service outage, boil notices (system pressure advisories) and restoration information to our website. Customers can view the North Carolina updates HERE. If you do not see your outage listed, we are asking you to call 877.987.2782 to ensure this information is properly reflected in our records.

Hurricane Michael is currently forecasted to impact much of North Carolina, with the heaviest impact to the Wilmington region, which is still recovering from Hurricane Florence. The potential impacts from this storm include tropical storm force winds, heavy rains and flash flooding. Aqua North Carolina and our electrical providers will be working diligently throughout and after the storm to restore service in the event of any outages. At the same time, we do want you to be prepared. Below is important information.

  1. If water system pressure drops too low, out of an abundance of caution, Aqua will issue a system pressure advisory recommending that you boil your water for 1-2 minutes. We ask that you conserve water as much as possible so that we can maintain system pressure and restore services more quickly. Communication may be limited during this storm. If your system loses pressure, please consider this as notification that we are advising you to boil your water or use bottled water for consumption.
  2. After the electricity is restored, Aqua will restore system pressure as quickly as possible. However, for your safety, the system pressure advisory will remain in effect until notified otherwise through a system pressure lift. This could take up to 72 hours or more due to the storm impact and system specific variables. We will provide notification once the system pressure advisory is lifted.

Aqua advises our customers to take the following precautions:

  1. Prior to the storm, fill your bath tubs with water. If you do need to use this water for consumption during the storm, please boil for 1-2 minutes as a safety precaution.
  2. Stock up on bottled water as soon as possible.
  3. If you have an in-home treatment device, such as a water softener or filter, please take these offline in the event of a system pressure advisory. These devices can be impacted by bacteria and they should be sanitized in accordance with the manufacture’s recommendations after the advisory is lifted.

Aqua is committed to the safety of your drinking water and has experienced professionals ready to respond to this storm. We will work safely and quickly to restore services to you in the event of a service interruption.


  • People Served
  • Water Connections
  • Wastewater Connections
  • Water Treatment Facilities
  • Wastewater Treatment Facilities
  • Wells
  • Miles of Main
  • Public Water Systems (PWSIDs)
  • Employees

Aqua North Carolina Service Territory

Learn more about our commitment to improving water quality for our customers: NCWaterQuality.com

Aqua North Carolina, an Aqua America subsidiary, serves more than 250,000 residents in 51 counties. North Carolina customers can pay their Aqua water bill online through WaterSmart e-billing or any number of convenient ways to pay.

Learn more about GenX: GenX Information 

Learn more about lead and drinking water: Lead Fact Sheet

Learn more about radium and groundwater: Radium Fact Sheet

Learn why Aqua flushes a water system: Flushing Fact Sheet

North Carolina Mandatory Drought Restrictions

Cold weather advisory: Preventing frozen pipes this winter.

For any questions or concerns relating to customer service, please call 877.987.2782

For any questions or concerns relating to customer service in North Carolina , please call our phone number: 877.987.2782.

Aqua North Carolina serves communities in the following counties: Alamance, Alexander, Alleghany, Ashe, Avery, Buncombe, Burke, Cabarrus, Carteret, Caswell, Catawba, Chatham, Cumberland, Davidson, Davie, Durham, Forsyth, Franklin, Gaston, Gran­ville, Guilford, Henderson, Hoke, Iredell, Johnston, Lincoln, McDowell, Mecklenburg, Mitchell, Moore, Nash, New Hanover, Northampton, Onslow, Orange, Pender, Person, Polk, Randolph, Rockingham, Rowan, Rutherford, Stokes, Surry, Transylvania, Union, Vance, Wake, Warren, Watauga, Yadkin and Yancey.

Water Sources: Consolidated rock wells (more than 1,600) and aquifers. The Fayetteville area is served by the Black Creek Aquifer and the Wilmington area is served, in part, by the Castle Hayne Aquifer. In addition, Aqua North Carolina, purchases water from other utilities to resell to its customers.

Aqua North Carolina Leadership Team

Shannon Becker

Joseph Pearce
Director of Operations

Michael Melton
Engineering Manager

Amanda Owens
Environmental Compliance Manager

Robert Krueger
Central Area Manager

Joel Mingus
Coastal Area Manager

Laurie Ison
Western Area Manager

Aqua North Carolina Business Development Water and Wastewater

C. Ruffin Poole, CRPoole@AquaAmerica.com, 919.653.6967

Regulatory Agencies 

Frequently Asked Questions

Have a question about Aqua America's North Carolina operations? We’ve compiled some frequently asked questions to help you learn about issues specific to your state such as hard water and drought. If you have a question not addressed here, you can reach us via the link at the bottom of this page. 

Why is my water discolored, and what is Aqua doing to fix it?

  • Please refer to this document, which discusses naturally occuring minerals in the groundwater.

Why is my water hard? 

  • Hardness is often a characteristic of groundwater and occurs naturally.
  • As the water travels through the ground and enters the aquifer, minerals such as calcium and magnesium that are present in the bedrock dissolve into the water supply. 
  • These minerals that leach into the water give the water what is commonly called “hard” water. Other minerals that can cause hardness and discoloration issues are caused by iron and manganese.

 What can I do to soften my water? 

  • Minerals often build up in home hot water heaters. The higher the temperature, the more likely these minerals are to build up in your hot water heater.
  • Reduce the temperature of your hot water heater.
  • Flush your hot water heater regularly.
  • Purchase an in-home water softener.  

How can I stop the staining that comes from my hard water? 

  • A product called Red B-Gone can be purchased from some local plumbing supply stores.  

Why does my water smell like rotten eggs? 

  • Sulfates are a naturally occurring mineral in some areas of North Carolina.
  • By themselves, sulfates are not a problem.
  • However, when non-harmful, sulfur-reducing bacteria — which are also naturally present in the water — feed on the sulfates, it gives an odor to the water that is often said to smell like rotten eggs.

What is the drought status? 

  • In most cases, we have enough supply for reasonable use. However, some customers do not use water reasonably.
  • The mandatory restrictions that impact all customers were mandated by the North Carolina Utilities Commission (NCUC). 

How do you handle drought violators? 

  • The NCUC has charged Aqua with policing violators. If an Aqua employee witnesses a violation in the regular course of our business, we will engage the customer to make them aware of their action. Aqua will then send the customer a letter that gets copied to the NCUC. The letter informs the customer that if we witness the violation a second time, Aqua will ask the NCUC to allow us to turn off their service. 

What are you doing to find more water sources?

  • In most cases, we have adequate supply for reasonable demand according to the Department of Environmental Health, which equates to 400 gallons per day for a 12-hour day. 

Who’s responsible for the maintenance of grinder pumps?

  • In most cases, Aqua owns and maintains your grinder pump.
  • You can help keep costs down by not putting things like grease, dental floss, kitty litter, etc., into sinks, toilets and drains.

North Carolina Leak Adjustment Form

Download the North Carolina Leak Adjustment Form