How to do a Service Disconnect/Reconnect

This article will explain the process of executing a residential service disconnect and reconnect.  This is typically done when a customer is delinquent on payment.  Aquana supports both Closed and Reduced Flow options for the disconnect process.

Introduction

Although the standard process for disconnect/reconnect is through Aquana Web, both Aquana Web and Aquana Mobile can be used to facilitate disconnect/reconnect.  Both methods will be discussed here.

Aquana Web

Aquana Web has been designed to facilitate issuing a disconnect command to a single valve or to multiple valves at one time.  The multi-device command is referred to as a Batch Command.  The instructions below will address both individual and multi-device disconnects.  Reconnects are issued to individual devices only and cannot be done in batch.

1. The first step is to compile a list of the customers who are to have their service disconnected.
2. Log into your Aquana user account in Aquana Web.
3. If you are disconnecting a single customer, refer to Finding a Device in Aquana Web to locate the desired valve.  Once you have found the correct device, refer to Change the Valve position using Aquana Web for instruction on how to turn the valve to Closed or Reduced Flow.
4. If you are disconnecting multiple customers, this can be done by executing a single batch command that will issue a Close/Reduced Flow command to multiple devices at one time.  Refer to Knowledge Base Article How to Issue a Batch Command for specific instructions.
5. For a single customer or when issuing a batch command, if the valve has an extended check-in interval, usually 8 or 12 hours, the option to Boost Check-ins will be seen at the bottom of the Valve Control or Create Batch Command dialogue box.  Refer to Knowledge Base article Understanding and Using Check-in Boost for instructions on using this feature.
6. The process for executing a reconnect is to issue an Open command to the desired valve.  Refer to Knowledge Base Article Change the Valve Position using Aquana Web for specific instructions on this process.

Aquana Mobile

1. Log into your Aquana use account in Aquana Mobile.
2. Aquana Mobile only supports the operation of one valve at a time. No batch commands are available. A disconnect is done by issuing a Close or Reduced Flow command to the valve.  Refer to Knowledge Base Article Change the Valve Position using Aquana Mobile for specific instructions on how to do this.
3. A reconnect is done in the same way, except the command is  an “Open” command.