To serve you better, we've assembled a list of our customers' most frequently asked questions. If you don't find your answer here, feel free to contact us.

What do I do if I am experiencing low pressure?

A – Hard water, Iron, and Manganese all contribute to sediment buildup and can affect main shutoff valves, PRV's, and your supply line. The first thing to do is make sure there are no leaks around your house.  Next, if you have not recently replaced your main shut off valve and PRV call your plumber and ask them about replacing these items. If the pressure is still low then call Alto's office and leave a message, we will return your call.

Why is my water discolored?

A – The most common reason for discoloured or cloudy water is sediment in the water.

  1. The presence of iron and manganese in the water. Alto’s water has trace amounts of iron and manganese. Iron and manganese in the groundwater are almost entirely suspended in the water and not visible to the eye, but the process of pumping the water out of the ground introduces oxygen into the water and causes the iron and manganese to precipitate out of the water. At this point the water still appears clear to the eye and is within Canadian drinking water guidelines, but precipitated iron and manganese can build up on the walls of pipes. Solution – run water until it clears.
  2. Sloughing - Sediment and buildup in customer supply lines “slough” off causing the water to become cloudy and discolored. As was mentioned above, precipitated iron and manganese can buildup on pipe walls. This material can become dislodged at any time, but particularly if there is a higher draw than normal (starting irrigation in the spring, filling a pool or hot tub, even running a hose that you haven’t operated all winter). Solution – run water until it clears.
  3. Regular monthly flushing – Alto regularly flushes terminal ends in its system. Where possible, utilities try to loop their mainlines. This means that that water can flow in two directions in the pipe to supply water demand. Sometimes the utility does not have this option and must “dead end” the line. Alto has several of these “dead ends” and regularly flushes these to keep the water in those lines fresh. This action stirs up the water and the water can be cloudy and discoloured. If you are trying to use water during regular flushing you may experience this discoloured cloudy water. Solution – run water until it clears.
  4. Spring and fall unidirectional flushing - Precipitated iron and manganese can build up on the walls of pipes. In the spring and fall Alto performs uni-directional flushing to remove any buildup of material; sand and sediment often consisting of iron and manganese precipitate. This action makes the water extremely cloudy and discoloured. Alto will post these activities ahead of time at its Lodge Road facility. Solution – run water until it clears.
  5. Line break – Though extremely uncommon, it is possible that there is a break in either the Utilities line or the customers supply line. Check for pooling water or soft or damp ground. Solution – Contact Utility

Why do I have a previous balance when I know I sent in my payment?

We may have received it after the due date or we may not have received it at all. Call our office and we will help you solve the problem.