FAQs

You have four convenient options:

• Contact a MUB Customer Service Representative from 8 a.m. to 4:30 p.m. Monday through Friday.
• Mail payment and account stub using the enclosed return envelope received with your utility bill.
• Enroll in automatic electronic fund transfer (EFT) to have your payment deducted from your bank account. To enroll please click here. Please note: To enroll in EFT you must have an outstanding invoice.
• Visit our office at 278 Greenbag Road during business hours of 9:00 a.m. – 3:30 p.m., Monday through Friday. There is also a drop box located on the island in our parking area that remains available 24 hours a day seven days a week.
• Pay your bill online by visiting the Pay My Bill Page.
• When calling MUB, use the Interactive Voice Response system when prompted.

The lobby is open 9:00 a.m. – 3:30 p.m. and customer service representatives are on duty from 8 a.m. until 4:30 p.m., Monday through Friday. To report an after hours emergency please call (304) 292-8443.

95% of our customers are billed bi-monthly (every 60 days).

Yes, any amount that exceeds the amount due on your bill will be credited to your account and applied against future bills. For your convenience, customer service can provide pre-filled utility bill stubs.

The amount you are charged depends on consumption and applicable tariffs. These rates are approved and monitored by the Public Service Commission of West Virginia. Rate tariffs can be found here.

Your account number is listed on your bill. It is located halfway down the page on the left side.

You are required to be at home for your protection. When a MUB service person sets a meter the initial flow is limited to 10 gallons of water. This provides the customer an opportunity to ensure that everything is okay prior to initiating full water service. This practice helps avoid catastrophic damages should there be an open faucet, a broken pipe, a clogged toilet, etc. within the house.

Yes. Please note the new address on the return portion of your bill. You may also contact a customer service representative at (304) 292-8443 to make the change.

• Electricity – FirstEnergy – 1-800-686-0022
• Gas – Dominion Hope – 1-800-688-4673
• Gas – Mountaineer Gas – 1-800-834-2070
• Phone, Internet, TV – Verizon – 1-800-VERIZON (1-800-837-4966)
• Phone, Internet, TV – Comcast – 1-800-934-6489
• Frontier Internet: https://internet.frontier.com/
• Trash – Republic Services – (304) 296-3696
• Trash – Mountain State Waste – 1-866-679-2776

If Unable to Pay Your Utility Bill

If unable to pay your utility bill, contact a MUB Customer Service Representative at (304) 292-8443 as soon as possible, ideally before a termination notice is issued, to discuss our Deferred Payment Plan.

Medical Necessity Deferred Payment Plan

Morgantown Utility Board recognizes the importance that water plays in protecting public health. This is why a customer with a Medical Necessity qualifies for a Deferred Payment Plan. It is meant to assist customers who have, or customers who reside with a person that has, a severe medical issue for which water service termination will prove especially dangerous.

It is important to note that there are no Public Service Commission of West Virginia rules prohibiting the termination of water service for customers with medical conditions. Therefore, please understand that the payment plan is NOT a payment waiver. The medical necessity paperwork from your physician permits MUB’s staff to negotiate and arrange a payment plan to avoid the termination of water service. Customers remain liable for all applicable water, wastewater and stormwater charges no matter of any a payment arrangement.

How to Enroll

If you believe that you qualify for the Medical Necessity Deferred Payment Plan, it is important to contact MUB immediately at (304) 292-8443. MUB staff will provide guidance and work on a payment plan if a notice of termination has been issued.

The primary requirement for enrolling is to have your medical professional submit a medical certificate to MUB. Most medical offices have a standard form for this purpose and are familiar with how to submit it on your behalf. These certificates can be hand delivered during customer lobby hours Monday through Friday from 9 a.m. to 3:30 p.m., by email to customer-service@mub.org, by fax at (304) 292-1526, or by mailing the certificate Morgantown Utility Board, 278 Greenbag Road, Morgantown WV, 26501. If you send the certificate by email, fax, or mail be certain to include a contact name and telephone number so that a customer service representative can reach out to you.

Please note: If you have received a termination notice and believe that you qualify for a Medical Necessity Deferred Payment Plan, it is important that you contact MUB immediately at (304) 292-8443. Do not delay!

If you have a billing issue, contact MUB at (304) 292-8443.

If you have a garbage issue related to solid waste services, contact your garbage service provider directly:

• Republic Services – (304) 366-8900
• Mountain State Waste – (304) 269-2776

Additional contacts for garbage service related issues:

• City of Morgantown – (304) 225-4213
• City of Westover – (304) 296-6860
• Town of Star City – (304) 599-3550
• Town of Granville – (304) 599-5080

Rainwater runs across impervious surfaces (parking lots, roofs, streets, etc.) and collects in the City’s storm sewers. Some of this water then travels directly into our rivers and streams. Occasionally, excess rainwater overwhelms the storm sewers and the water can flood homes, businesses and streets. In some locations (depending on the age and design of the storm and sanitary sewers) rainwater may overflow out of the storm sewer system and into an adjacent sanitary or combined sewer system. These excess flows are sometimes discharged directly into the watershed.

The EPA has designated Morgantown as a “Phase 2” stormwater community. This means that the City must actively manage stormwater to the new EPA standards. Morgantown is subject to significant penalties if it fails to comply with these federal requirements. Morgantown Utility Board is responsible for stormwater management by the creating ordinance available via Dropbox here. Stormwater rates can be found in Morgantown City Ordinance Article 929 located online here. The rates are in Sec. 929.05. - Flat rate charges.

MUB's active stormwater management program ensures that Morgantown complies with federal requirements. This also helps protect the area's urban watershed. Other benefits include flood control, a significant reduction in pollution caused by surcharged sanitary sewers, improved watershed planning, public education, and the improved maintenance, repair, and expansion of the overall stormwater collection system. Without stormwater management urban development in and around Morgantown would degrade water quality along with quality of life. We all have a stake in protecting our water resources and stormwater management is a good place to start.

The main source of drinking water for the Morgantown area is surface water from the Monongahela River, which in 2024 supplied 56.75 percent of the area's drinking water. The remaining 43.25 percent of our raw water supply is taken from the Cobun Creek fed Flegal Dam and Reservoir.

Morgantown's water is considered 'hard', with an average of 130.6 ppm.

The average amount of water MUB treats per day is 10.5 million gallons. Naturally, this amount varies according to WVU's schedule and the student population. To understand how much water this is, consider the following:

• If you took the water MUB processes every day and filled gallon milk jugs, then placed those milk jugs side-by-side they would stretch from Morgantown to Dallas, Texas. In a year, the milk jugs could stretch around the globe almost 16 times.
• If you stacked those milk jugs on top of one another they would be as tall as 7,571 Empire State buildings. That’s the equivalent to a building that’s 946,354 stories tall (the Empire State building is 102 stories tall).
• I you took the water MUB processes in a year and filled one-gallon milk jugs, then stacked those milk jugs on top of one another, they would reach to the moon, back again, and almost back to the moon.

Backflow is the unwanted flow of non-potable water and other substances in a reverse direction. This reverse flow of liquids, gases or substances can contaminate drinking water and pose a health hazard. For additional information please visit our Cross Connection and Backflow page.

Fluoride is a naturally occurring mineral that is proven to protect against tooth decay. According to the Centers for Disease Control and Prevention, when you eat foods that contain sugars and other refined carbohydrates, certain bacteria in the mouth produce acid. This acid removes minerals from the surface of the tooth, eroding enamel and causing tooth decay. Fluoride protects against this process by stopping or even reversing the tooth decay process. It helps to remineralize tooth surfaces and prevents cavities.

Adding fluoride to water helps protect teeth not only when you drink water but also when you consume items prepared with fluoridated water. This provides teeth with almost constant exposure to fluoride all day long.

This is important because toothpaste only exposes teeth to fluoride for 1-2 hours after brushing. Fluoridated water picks-up the slack for the reminder of the day. The results are fewer cavities or less severe cavities, fewer fillings and tooth loss, and less pain and suffering from tooth decay.

In fact, the benefits of water fluoridation are so significant that the CDC has recognized water fluoridation “as one of 10 great public health achievements of the 20th century.” This claim is backed by the American Dental Association which states that the organization “unreservedly endorses the fluoridation of community water supplies as safe, effective and necessary in preventing tooth decay. This support has been the Association's position since policy was first adopted in 1950.”

The Environmental Protection Agency and U.S. Department of Health and Human Resources revised their recommended water fluoridation levels in January 2011 to 0.7 (seven-tenths) milligrams per liter. This updated recommendation is based on EPA and scientific assessments to balance the benefits of preventing tooth decay while limiting any unwanted health effects.

Because the amount of naturally occurring fluoride in the Morgantown area is less than this recommended amount, MUB supplements the amount of fluoride in our water. Shortly following the revised federal recommendations, reduced its average finished fluoride level from 1.0 mg/l to 0.7 mg/l.

For additional information on fluoride in water please visit the below links.

• American Dental Association Water Fluoridation FAQ
• AWWA Fluoridation of Public Water Supplies Policy Statement
• National Academies of Sciences Engineering and Medicine – Based on Science
• CDC Water Fluoridation Fast Facts
• U.S. Centers for Disease Control and Prevention – Community Water Fluoridation
• W.VA. Code R. § 64-3-8 Public Water System Fluoridation
• DrinkTap’s Fluoride in Water page

The water service line is the water line that runs from the meter into your home or business or from the property line to your home or business.

MUB owns all water lines extending from the water treatment plant to a resident’s/business’ water meter or property border if the meter is located inside the structure. The line that runs from the water meter to inside the house/business or from the property border to the structure is the responsibility of the property owner.

MUB only maintains records to the property border and/or meter, given that the owner of the property is responsible for the water service line on their property. It has not been MUB’s practice to inventory private property.

This inventory is being conducted in response to recent Environmental Protection Agency (EPA) rules. These rules require that water utilities identify the material of water service lines in local homes, businesses, daycares, and schools.

We are primarily looking to identify two types of water service lines. The first are lead service lines. The second are galvanized steel lines that are, or have ever been, downstream from a lead pipe. These were commonly installed in homes constructed prior to 1986.

Lead exposure can have serious long-term impacts on children’s health. The goal of the inventory is to identify and eventually eliminate lead water service lines and galvanized steel water service lines that have, or have ever been, downstream from lead lines.

Doing so is required by the Department of Environmental Protection and the West Virginia Department of Health.

MUB began communicating the Water Service Line Inventory in December of 2023. In February of 2024, MUB began including information about the inventory in MUB bills. We also published the information on our website and bill pay websites. Additionally, we shared the information on social media, in the local newspaper, and via voice and text messages.

If no information is received by MUB, the residence or business will continue to be identified as “unknown”. This could potentially be detrimental to the property owner if federal and/or state funds are made available for the replacement of lead or galvanized steel lines.

We are currently inventorying water service lines. However, interior water pipes and accoutrements are just as important as they too could contain lead or be made of galvanized steel. This includes soldered joints and old household plumbing fixtures. However, the current EPA requirement is the identification of lead and galvanized steel water service lines.

No. MUB uses a phosphate that works as a corrosion inhibitor. This creates a mineral barrier inside pipes to prevent lead from leaching. This is one of the reasons why lead testing to date has required no action from a property owner or MUB.

MUB makes it clear in the disclaimer when visiting the map that the data is not “for any commercial, legal or other use.”

MUB has developed a website at mub.org/inventory that can help. The site contains information for locating your water service line as well as a three-step process for identifying the material. Contact information is provided on the site should additional help be needed. If a printed copy of the information on the website is needed, a document containing the material will be sent to you at no charge.

If you are not the owner of the residence or business, you may complete the inventory survey or notify the owner and request that they complete the survey.

If you do locate a lead or galvanized water service line, please complete the survey form at mub.org/inventory then give us a call at (304) 292-8443. We will verify the service line material, conduct water testing, provide water filters, and work with you to determine the best route forward in terms of replacing the service line.

We are currently exploring options to assist those who have a verified lead or galvanized steel water service line. As viable options are identified, we’ll share this information with property owners that locate lead or galvanized steel water service lines.

These are areas that MUB inherited as part of system acquisitions. Unfortunately, detailed records are not always available for these systems; however, we are in the process of identifying the water lines in these areas.

Please do not hesitate to call us at (304) 292-8443, send an email to serviceline@mub.org, or visit mub.org/inventory.