System Outages and Leaks

Planned water outages are scheduled, temporary interruptions in water service that are intentionally planned by TVWD for maintenance, repairs, upgrades, or improvements to the water distribution system.  

If your water service is going to be affected by a planned water outage, you'll receive notification 48-hours in advance in the following ways to minimize inconvenience and allow for necessary work to be completed.

• Email*
• A notice on your door

*NOTE: We will use the email address currently on file in our billing system. To update that information:

• Visit: Customer Self-Service Portal
• Call: (503) 848-3000 
• Email: customerservice [at] tvwd.org (Customer Service Team)

An emergency outage is an unplanned disruption in water service caused by unexpected events or issues that require immediate attention to restore service, such as water main breaks, accidents, or weather events. Depending on the situation and the areas affected, we may also contact you through:

• Email*

*NOTE: We will use the email address currently on file in our billing system. To update that information:

• Visit: Customer Self-Service Portal
• Call: (503) 848-3000 
• Email: customerservice [at] tvwd.org (Customer Service Team)

For apartment complexes and commercial buildings affected by a water outage, TVWD will work directly with property managers and building owners to help them share the information with residents and tenants. 

Water mains are underground pipes in the street that carry treated drinking water from a water treatment plant to various locations within TVWD's water service area. Water service lines are the smaller pipes that connect a customers’ home or business to the water main beneath the street.  

Mains and service lines can break for several reasons, including:

• Aging infrastructure
• Corrosive soil conditions  
• Extreme cold weather conditions (freezing and thawing)  
• Natural disasters
• Tree roots
• Accidental construction or excavation damage
• Shifting/settling of the ground 

If you are planning on digging for outdoor and construction projects, be sure to have your water, gas, electric and other utility lines marked by calling 811 or visiting Dig Safely Oregon's website.   

Water outages can be caused by:

• Previously scheduled water system maintenance, repair, and upgrades.
• Emergency water system repair, such as water main or water service line breaks, accidents, or weather events. 

• Store Extra Water: Keep a supply of bottled water or fill containers with water for drinking, cooking, and basic hygiene needs (e.g., washing hands, flushing toilets).
• Check for Notifications: Stay informed by checking for updates from TVWD through email, text messages, or this webpage, especially if there's a planned outage or if one occurs unexpectedly.
• Have Backup Plans: If you rely on water for medical needs (e.g., dialysis, oxygen equipment), make sure you have a backup plan in place to get the water you need during an outage.
• Prepare for Toilet Use: Consider having a backup for flushing toilets, such as a bucket of water, in case the outage lasts for an extended period.
• Know How Long the Outage Will Last: If it's a planned outage, try to find out the expected duration so you can plan your water usage accordingly. Emergency outages may take longer to resolve. 

• Keep Faucets Off: Keep all faucets turned completely off.  Water outages may stir up sediment or debris in the pipes. If faucets are on when the water returns, these particles could be pushed into your plumbing fixtures, affecting water quality.
• Use Stored Water: Use the water you've stored in advance for drinking, cooking, and hygiene.
• Don't Use the Dishwasher or Washing Machine: These appliances can waste water during an outage and can also break if the water supply is turned back on suddenly.
• Check for Updates: Stay informed by checking this webpage for updates and estimated restoration times. 

Turn on a faucet and check if water starts flowing again. If clear water begins to flow normally, then your service has likely been restored. If no water comes out, turn off the faucet completely, wait a few minutes, and try again. 

If you’re unsure, contact TVWD’s Customer Service Team for confirmation:

• Call: (503) 848-3000 
• Email: customerservice [at] tvwd.org (TVWD Customer Service Team)

It is possible you may notice bursts of air out of faucets along with water, particularly on higher floors of your home. This is normal and will clear after approximately one minute of running the water.  

Once water service is restored, run cold water through your faucets for at least two minutes to clear the lines.

• If the water pressure seems low or inconsistent, give it a few minutes to stabilize as the system re-pressurizes. Also check your faucet screens for trapped particles.
• If the water is discolored or there’s debris, run the cold water from an outside hose bib or a cold-water faucet (typically located on the left side of a dual-handle faucet system) for one to two minutes to flush out any air or sediment in the pipes. Avoid washing laundry while the water is discolored. Wait until the water runs clear at the tap, then wash a load of dark clothes first. Visit our Discolored Water page for more information.
• If there’s an unusual taste or odor in the water after service is restored, it's best to wait a bit longer for the system to stabilize. If it persists, contact TVWD by calling (503) 848-3000 or emailing the customerservice [at] tvwd.org (Customer Service Team).

Traditional toilets with tanks will flush one time after an outage starts. To flush again, refill the tank on the back of the toilet. We recommend reserving water in buckets, pots, etc. before the water outage to fill your toilet tank for flushing. Toilets without tanks that are connected directly to plumbing in the wall will not flush during an outage. 

Water outages can vary from 20 minutes to 12 hours or more depending on the work being completed.  

For planned water outages, email, phone, and door notices will state the estimated water outage duration. While TVWD and its contractors strive to complete the work within the stated time, there are times when a longer outage may be required due to unforeseen circumstances.  

TVWD Customer Service:  

• During Business Hours (Monday through Friday, 7 a.m. to 4:30 p.m.)
  • Call: (503) 848-3000
  • Email: customerservice [at] tvwd.org (Customer Service Team)
• After-Hours Assistance and Emergencies
  • Call: (503) 848-3000