To prepare for the launch of a new and improved customer payment portal this November, Raleigh Water will perform essential system maintenance that will temporarily impact billing and account services. We encourage all customers and contractors to conduct any business with our call center or online portal by Wednesday, August 20th.
What This Means for Customers
From noon on Thursday, August 21, through Sunday, August 24, the following services will be unavailable:
• Online and phone bill payments for water, stormwater, and solid waste.
• New service requests (starting, stopping, or transferring service).
• Processing of financial assistance requests.
• In the event of a water emergency, please call 919-996-3245.
In-person payments will still be accepted at the Raleigh Municipal Building located at 222 W Hargett Street in downtown Raleigh or at township offices in Garner, Knightdale, Rolesville, Wake Forest, Wendell, and Zebulon. Walmart locations will not be able to accept payments during this time. Please keep in mind that you'll still be able to contact the call center staff for general questions and emergency service turn-ons will be accommodated.
Late fees and service disconnections have been suspended. All services are expected to be fully restored, with normal business activity resuming on Monday, August 25.
REMEMBER, These Services Will Be Unavailable August 21-August 24
Again, this means online and phone payments will be unavailable. Customers will not be able to pay water, stormwater, or solid waste bills online or over the phone. We encourage all customers, staff, and contractors to conduct any business with our online portal or call center by Wednesday, August 20th.
Customer account access will be limited. City staff, including those in our call center and customer service, will not be able to access customer accounts. The call center will remain open with staff available to speak with customers, but please be aware that we will be unable to start, stop, or transfer service during this time.
Financial assistance requests cannot be processed. Requests for financial assistance will be temporarily suspended during the shutdown period.
This temporary shutdown is a crucial step toward enhancing our services and providing a more streamlined and user-friendly customer experience with our new billing portal, which will launch this November.
We thank our customers for their patience and understanding as we work to improve our services. Keep an eye out for more information about the new billing portal in the coming months!