Existing accounts were migrated from the customer portal into the new system if the customer had only one water account associated with their customer portal login. If the customer had multiple accounts associated with their customer portal, they will have to re-register in the new system. Customers who were migrated to the new system were sent an email with instructions for accessing the new Customer Self-Service Portal.

Accounts that met the migration criteria were moved to the new system. If you did not receive a notification that your portal account was migrated, you will need to re-register in the portal. Once registered, all active accounts will be associated with the login ID. 

Disconnections will be suspended for a short period of time while we ensure the new system is working without issues.

The new Customer Service Information System automates disconnections when an account is 30 days past the due date. We recommend customers use this brief period to catch up on any past-due balances on their account. Once we turn on the service disconnection feature, if there is a past-due balance of 30 days or more, the service will be automatically disconnected. The only way to restore service will be to pay the full past-due balance, plus any processing fees. 

The new portal has many enhancements. Customers can now:

• Make online requests for starting and stopping services, payment plans, senior discounts, general inquiries, etc.
• Set up and manage contact information without calling Customer Service.
• View historic use and billed charges to get an idea of water use.
• Set up e-bill and automatic payments.

Only water use that was billed in the new system will be visible in the new customer portal.

All active payment plans had to be canceled. If you need to place a portion of the remaining balance on a new payment plan, you can log in to the Customer Self-Service Portal (CSS) and request to be placed back on a payment plan. If you have any issues with the CSS, please contact Customer Service at 770-419-6200. Please be prepared for an extended hold time during the billing system transition. 

Accounts that had only one water account and one login ID were migrated from the old to the new customer portal. Customer wallets with active payments and autopay schedules were also migrated. It is recommended that you log in to the new portal and make sure autopay is still active with the correct payment method. 

If your account was not migrated, register in the new portal to add a payment type, and set up autopay and e-bill. Acceptable autopay payment types are credit card, debit card, checking, or savings account.

The new system has an automated disconnection process. Once an account is 30 days past the due date, it will be sent out for disconnection. The restore is automated as well. The only way to restore water will be to pay the full past due amount plus any delinquency fees associated with the account. Customers who pay the full past-due balance and fees before 5pm will be restored the same day. Anyone paying after 5pm will be restored on the next business day.

To ensure you receive a notification 3 days before service interruption, please make sure we have a current email on the system. This can be added or edited in the Customer Self-Service Portal.

The request to turn water on will be automatically sent once the full past due balance, plus any delinquency fees, is paid. If the balance is paid by 5pm, water will be restored the same day. If payment is made after 5pm, water will be restored the next business day.

Meter readings were delayed while moving from the old billing system to the new billing system. Meter readings resumed on Monday, May 6, 2024. Bills for the first month may be 5-10 days delayed.