Covid-19 Alerts

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MPW Coronavirus Disease (COVID-19) Alerts

Statement:

To our valued customers: We want you to know that the safety and health of customers, employees, vendors, and our community is always a top priority at Muscatine Power and Water (MPW). With guidance from our local health officials and government leaders we will act thoughtfully and diligently to mitigate the risk of spread of the COVID-19 virus.

MPW will continue to monitor the COVID-19 information provided by our health officials and WILL COMMUNICATE ANY OPERATIONAL CHANGES VIA THIS PAGE, FACEBOOK AND/OR EMAIL should they become necessary. We will continue to do what is right for our customers, employees and the community and are hopeful this is a temporary situation. For the most current updates regarding the virus in Iowa, please visit the Iowa Dept. of Public Health

As always, our team will continue to work to deliver the services you count on. As we take these necessary precautions and put our preparedness plan into action, the health and safety of every one of our team members, our customer/owners and our entire community remains a strong focus, and we stand ready to serve you all.

IMPORTANT ANNOUNCEMENTS:

June 15, 2020

We're returning to normal operations with some modifications to how we approach work and interact with customers and visitors.

We're taking extra precautions and have implemented new guidelines to ensure the health and safety of all the folks we come into contact with, both internally and externally.

Here are highlights of some of the project work that's returning and some changes to how we're doing business:

  • We hope you’ve noticed more field crew activity as their scope widens to include important ongoing Utility projects. We’re excited to make progress on:
    • Undergrounding riverfront utility lines along Mississippi Dr. and the new roundabout
    • Replacing water mains as part of the City's sewer separation project and our own needed replacements
    • Refurbishing and new design for our water tower on Bypass Hwy 61
    • Completing final construction for the Fiber to the Home (FTTH) project
       
  • The Iowa Utilities Board has authorized municipal utilities to resume disconnections effective May 28, 2020; however, MPW is delaying resumption of late payment penalty charges and service disconnection until June 15, 2020.
    • Customer notifications of past due accounts are ongoing and MPW reminds customers that Community Action of Eastern Iowa (563-263-9290) may be able to provide some assistance, especially for those households financially impacted by COVID-19.
       
  • The lobby will open June 22 with limited capacity for customers and visitors.
    • To support Muscatine's low rate of new COVID cases and reduce the chance for a relapse, we encourage customers to use our proven no-contact and low-contact customer service methods:
      • Online: Customer Service or HelpDesk
      • By phone: 563-263-2631, option 1
      • Make payments at the 24-hour drop box
      • At the drive-thru
    • Once our new Lobby capacity is reached, customer and visitors may wait outside for the next opening inside the Lobby.
    • We have installed sneeze guards and our staff will be wearing face coverings.
    • We ask customers and visitors to also wear a face covering inside our building and limit the number of people for your transaction.
    • We will have hand sanitizer available and are increasing the cleaning of commonly touched surfaces.
    • And, please, if you are ill, have a cough or fever - please stay home and use a no-contact method.  We'll do the same.
       
  • In home-communications and fiber appointments will begin in July.
    • Self-installs will continue to be an option for pre-wired homes – customer success installing their own equipment has been very exciting and offers much more flexibility for customers. (Note: first-time fiber installs WILL require a technician and in-home appointment.)
    • For in-home appointments, we want you and our technicians to stay safe and healthy.  SEE OUR NEW SAFETY PROTOCOLS HERE

       
  • We will make free access to additional TV channels available as long as our programming partners offer their free previews.  View the complete list

We have sincerely appreciated your patience and your support as we've all tried to find a new normal during the COVID-19 pandemic.  We are so proud of our community and how everyone has responded to the crisis...and we're excited to be back!

April 29, 2020

In an effort to continue support for our community's local needs, MPW's Board approved the recommendation to postpone the April 1 Water and TV/Video rate adjustments another month. These adjustments will now take effect on June 1, 2020. 

We will continue to work with customers who are impacted by COVID-19 and having difficulty paying their utility bill- please maintain contact with our staff about your status.

April 27, 2020


A reminder of options available to MPW customers and the community during COVID-19:

  • Struggling to pay your MPW bill?  We understand.  Please keep us updated on your status.  Our customer service representatives are happy to help and work with you; call 263-2631, option 3.
  • ​​Many FREE preview options for MPW TV customers can be found here; some programmers are extending their free preview periods.  This page is updated frequently with new additions and preview date extensions.
  • Free public WiFi hotspots are available at Jefferson and Franklin school parking lots and in the student housing parking lot at MCC (don’t forget to practice social distancing).  
  • In an effort to keep our customers safe, we’ve made TV, Internet and Router self-installs available when possible.  If technicians have to enter your home, they will be wearing respirators for customer and worker protection.  Call 263-2631, option 2 to learn more.
  • MPW’s Board of Trustees approved a recommendation to postpone the April 1 water, and TV/video rate adjustments to May 1, 2020.  Details here.
  • Meter readings can be submitted online.  We appreciate customers helping us during COVID-19 so that billings are based on actual usage.  Pictures of the meter work, too!  Read instructions
April 6, 2020

Just a reminder and request to PLEASE practice social distancing, staying a minimum of 6 ft away from others. This also applies to all the workers whose jobs are in the public on our behalf – we appreciate you!
If you have an in-home appointment (with anyone) and are sick, please reschedule. Give folks who come to your home ample space when they're in your residence. With so many people working in the public performing essential work, we hope you'll be part of the community effort to help flatten the curve and speed the recovery with the guidelines set forth by the CDC.

April 1, 2020

No Fooling!

In another step we can take to help our customers - family, friends, and neighbors during this difficult time, MPW's Board of Directors approved a recommendation to postpone the April 1 Water and TV/Video rate adjustments until May 1, 2020. Read More

March 31, 2020

MPW is here to help.  If you're in need, we're now temporarily providing 2 free WiFi access points in the student housing parking lot of Muscatine Community College and at Pearl City Station, (red brick building on the Muscatine River Front).  Please see our Facebook post for details.  We appreciate this partnership with MCC to allow people to park in their lot to access WiFi during this challenging time.
Update April 7, 2020: Due to flooding on the riverfront, the Pearl City Station wifi access point has been moved to the Jefferson School parking lot.

March 27, 2020

Submit Your Meter Readings:

MPW personnel will temporarily suspend reading meters during the COVID-19 pandemic when the meter is located inside the physical property and/or if a meter can't be read remotely. At this time, we are asking for customers to assist us by submitting their meter readings, instructions can be found here. If no meter reading is submitted, MPW will estimate usage and a true-up will occur once meter readings resume.

Meter readings can be submitted via email to onlinecs@mpw.org, helpdesk@machlink.com, via our website, or by phoning us at 563-263-2631, option 2 or 3.  Thank you for your assistance!

March 23, 2020

New Channels Available At No Extra Cost to All MachLink TV Subscribers  (new updates added 9/9/20)

March 22, 2020

Customer Notice: MPW Implements Additional Staffing Actions to Safely Ensure Continuity of Essential Utility Services

March 19, 2020

Customer Notice: MPW Suspends Disconnects for Non-Payment, Waives Late Fees During COVID-19 Outbreak

March 17, 2020

In keeping with our commitment to safely and reliably deliver the power, water, and communications services our customers expect, MPW is responding and preparing to ensure we'll continue to be here for you as COVID-19 (Coronavirus) affects a growing number of people and surrounding communities.

We've experienced emergencies in the past, continually prepare for them, and have a strong track record of ensuring our community has the services they need in times of crisis. In an effort to continue to meet customer needs, here are some things that are changing:

COVID-19 UPDATES

  • For our most recent, detailed updates impacting MPW customers, PLEASE COME BACK TO THIS PAGE (www.mpw.org/covid19alerts).

LOBBY USE

  • Our Lobby Will Be CLOSED as of Wednesday, 3/18 at 8am. The Drive-Thru Remains Open.
    • You'll find various ways to continue to do business with us remotely at the bottom of this email.

APPOINTMENTS, INSTALLATIONS and VISITS

  • For the protection of our customers and our employees, we will try to avoid in-home/face-to-face appointments.
  • Existing, non-emergency appointments are being rescheduled.
  • Self-installation options are available and can be discussed with customer service.
  • We encourage you to do business with us over the phone, internet, email or mail.
  • In-home meter readings will temporarily be suspended. You may submit your meter reading via our website or by returning the card that is left at your home. See Step 2 online for detailed instructions.

INTERNET SERVICE

  • Internet demand has greatly increased.  We are monitoring our network to ensure internet service is available to all of our customers.  For details, please come back to this page or follow our Facebook page for updates.

As always, our team will continue to work to deliver the services you count on. As we take these necessary precautions and put our preparedness plan into action, the health and safety of every one of our team members, our customer/owners and our entire community remains a strong focus, and we stand ready to serve you all.

Sincerely,
Muscatine Power and Water

Communication Options:

Alternate ways to pay your bill:

  • Online
  • Mailing your payment
  • Phone us at 563-263-2631, option 1