▼

Customer & Utility Services (Water Department)

Show All Answers

1. Why does the City of Plano Utility Payment site not work in my browser?

The City of Plano Utility Payment website is designed with Microsoft ASP.Net 3.5, and extensively uses AJAX technology. ASP.Net automatically detects the type of browser you are using, and is designed to render a page that is compatible with your browser. However, there are occasionally times when certain pages and functions do not work. 

How to enable scripting on your browser.

2. What can I do if my browser does not support the City of Plano Utility Payment site?

If your preferred browser does not seem to be functioning with the City of Plano Utility Payment website, we recommend that you use Microsoft Internet Explorer 7 or higher, Mozilla Firefox 2 or higher, or enable scripting in your browser.

3. How do I register to use online utility services?

To register to use online utility services, please do the following:

PLEASE NOTE: For security purposes, once you have added your water account to a website registration, the water account can only be accessed by that user. Please make note of your website username and password and keep them somewhere safe in case you forget them. 

(1) Click on the “Register Now!” menu item on the left-hand side of the page. (2). Complete the Registration form, and then click the “Next Step: Register your utility account” button to continue. (3) On the “Add Account” screen, please input the required fields using any statement received within the last 36 months (see below), review and agree to the terms of use and click the “Register” button. Your account number, bill date (located in the top middle portion of your statement, this is NOT THE DUE DATE) and the amount due are required for registration. 

Important: For security reasons, the City cannot provide you this information over the telephone. This information must match your bill in order to successfully add the account. Also, should your email address change, please be sure to update your registration/profile. Now you are done! Using the left navigation bars or the buttons located at the top of the screen, you can access personal account information and pay your bill online.

4. How do I change my Internet registration information?

To change your Internet registration information, login and click on the "My Profile" button. Change your information and click on "Update”. Your information will update immediately. Please note: user names cannot be changed.

Login to your account NOW!

5. How do I change my Internet account recurring credit card information?

To change your recurring credit card account information, login and click on the “Pay Now” button. On the “PAY YOUR UTILITY BILL” screen underneath “Payment Options”, click on the “Manage Automatic Monthly Recurring Payment” link. This will transfer you to the US Bank website, where you manage your payment accounts. Click on the “Recurring Payments” button, and you should see your recurring payment(s). You may have multiple payments listed. In this case, you want to click on the option button (circle) next to the payment that shows the code ACTV in the status column. Then, click on the “Edit Payment” button. At this point, follow the on-screen instructions and help on the US Bank website to manage your recurring payment.

Login to your account NOW!

6. Where is the Plano Water/Utility Services Department located?

The Plano Water/Utility Services Department is located at the City of Plano Municipal Center at 1520 K Avenue. The building is located East of Central Expressway. (HWY 75), one half block North of 15th Street. The Utility Services office is on the first floor on the Northeast side of the building, Suite #120.

7. What are the Utility Service Department's hours of operation?

The hours for the Utility Service Department are Monday - Friday, 8 a.m. to 5 p.m.

8. Does the Utility Services department offer services via the Internet?

Yes. You can access your Utility Services account, view your account payment, billing and consumption history, and pay your bill online. You can also make requests for services such as new service, final existing service or transfer your account if you are moving within Plano. To start using our online services, you must first register with our site.

9. Does the Utility Services department have a drive in window?

No, the Utility Services department does not have a drive in window. It has been replaced by a drop box located on the East side of the Municipal Center at 1520 Avenue K. The drop box accepts checks and money orders. Please do not put cash in the drop box.

10. Does Utility Services have a night drop?

Yes, the Utility Services night drop is located on the East side of the Municipal Center at 1520 Avenue K. Payments placed in the night drop after 5:00 pm are not posted until the next work day.

11. Does Utility Services accept credit cards?

Yes. Utility Services accepts Visa, Master Card, American Express and Discover. You can pay your account online or you can contact the Utility Services Office at (972) 941-7105 for more information.

12. Does Utility Service offer payment by bank draft?

Yes, Utility Service offers payment by bank draft. To sign up, please complete the on-line Bank Draft Application

13. What do I need to start new Utility service?

Customers may request utility service using our online system, call our office, or come into the office to start new services. A security deposit of $100.00 for a residential account, plus a minimum $20.00 service fee, is required to establish a new account. A lease agreement may also be required. If no one can be home to connect the service, you may sign a release of liability at our office, or one can be faxed to you, that must be notarized to allow us to turn water on. Service connects requiring a Liability Release are to be scheduled during business hours Monday through Friday only. Commercial deposits are dependent upon the type of business and a service fee is charged per meter. These charges can be billed on your first utility bill.

Download a Release of Liability Form.

14. Is my account information confidential?

You can request your account information be kept confidential by submitting a signed "Request for Confidentiality" form. This form is available online or you can contact the Utility Services Office at 972-941-7105 and we will mail you a form.

Download a Request for Confidentiality Form.

15. Does everyone need to pay a deposit to start new utility service?

Yes, with a couple of exceptions. A security deposit of $100.00 is required to establish new accounts, except for customers at or above 65 years of age and customers who have lived in Plano and had their deposit returned as a "customer in good standing." Residential deposits will be returned after 12 months of excellent payment history; after 36 months for commercial deposits.

16. Is my utility payment posted to my account on the same day it is received?

Utility payments made over the Internet are posted immediately as "pending". When our system is updated, your payment will move from pending status to posted. System updates are done every evening, with the exception of weekends and holidays. Payments made on weekends or holidays will post to the account at the end of the next business day. Payments received in our office before 5:00 pm Monday-Friday, are posted to individual accounts the same day they are received. Please allow seven days for mailing of your payment.

17. Is my water meter read each month?

Yes, water meters are read each month.

18. Why is the charge for sewer sometimes higher than the charge for water?

The charge for sewer is sometimes higher than the charge for water because it costs more to treat and clean sewage to an acceptable standard for re-entry to the water system than to treat water.

19. How does Utility Service calculate the charges that appear on the bill?

Utility Service calculates the charges based on meter size and water consumption.

Bill Services and Calculations

20. Why do I have a blue tag on my door?

A "blue tag" notice is used to contact customers at their service address. The purpose could be to notify a customer of a possible leak, requirements for continued water service, returned check or returned mail.

21. Where does the City of Plano's water come from?

The City of Plano's primary water source is Lake Lavon and water is provided to the City of Plano by the North Texas Municipal Water District (NTMWD). To contact NTMWD, call (972) 442-5405.

Visit the North Texas Municipal Water District.

22. Why does my water taste/smell bad?

Water may taste/smell different during the summer months. A combination of low water levels in our reservoirs and high temperatures are excellent conditions for the growth of algae. The algae then creates an oil which permeates the water and creates an almost muddy, musty smell and taste. However, the water is safe to drink. The City of Plano purchases its treated water from the North Texas Municipal Water District (NTMWD). According to the NTMWD, they treat the water for algae, but can remove only about 90%. The condition will persist until cooler weather arrives. Again, the water is safe to drink, but may not be very pleasant to taste. For further information, contact NTMWD, call (972) 442-5405.

Visit the North Texas Municipal Water District.

23. Does the City of Plano give credit for water leaks?

Yes, the City of Plano offers a partial credit for leaks with proof of repair. Call the Utility Services Office at (972) 941-7105 for details.

24. If my trash container is lost or stolen how do I get another one?

Trash containers are issued and maintained by the Environmental Waste Services Department. They can be reached at (972) 769-4100 or 4150.

25. Will the sewer charge be affected when filling a swimming pool?

Your sewer charge is based on your winter quarter average. Your sewer charge will not be affected the month you are filling your pool, but if you are filling it during the billing periods of December through March, it could affect your winter quarter average for the next year.

26. How do I sign up for Utility Service eBill?

To sign up for Utility Service eBill, you must be a registered website user. Please refer to the information in “How Do I Register to Use Online Utility Services?” Once you have registered, and successfully logged into the website, access the “Customer Service” menu on the left side of the page and click on the “Billing Method” option. Then, click on the “Yes, I would like to enroll in eBill” check box and then click the “Submit” button. You are now signed up for eBill.

27. Why do I have to provide a lease agreement or landlord's rental letter for residential rental properties?

A lease agreement or rental letter from the landlord helps identify persons on the lease responsible for paying City of Plano water/utility bills. In order to establish a water/utility service account, we need to know who the responsible persons are. If the water/utility account becomes delinquent we may not be able to collect monies for water sold and used. This requirement comes from the Customer & Utility Services Policy and Procedure Section 201.II.A.(1).

28. Can I pay my water/utility bills somewhere other than the Utility Services Department?

Yes, other than the Utility Services department, you may make payments at Kroger, Fiesta and Terry’s Supermarket. To use these locations, you will be charged a convenience fee of $1.50. You may also pay your bills by mail, online, over the phone or in person at Municipal Center at 1520 Avenue K., Ste. 120, Plano, TX 75074.