During this prolonged period of extremely cold temperatures, our customer service centers continue to receive an unusually high volume of calls regarding frozen pipes in homes and other water service emergencies. To assist in managing our customers’ needs during this unusual time, our customer advocate office in Lexington will temporarily be available for assisting with routine, non-emergency water service requests such as turning service on and off, billing questions, account information changes, etc. (This office is normally reserved for assisting with escalated customer concerns only.)
To reach the local office with non-emergency water service matters, send an email to firstname.lastname@example.org or call 269-2386, and then press 6. Current customers should include in any correspondence the name on their account, address, and account number.
Remember you can pay your bill, check account balances, turn service on/off, sign up for alerts and view water usage online at: https://wss.amwater.com/selfservice-web .
Thanks for your patience and understanding during this unusual time.
Source: Kentucky American Water