Telephone (IVR) Customer Service

Customers are encouraged to transact utility business by phone (or web) to avoid a trip to Government Center and avoid standing in line. Virtually all utility related business can be transacted remotely including start/stop service, bill payments, and account or service related questions. The Utility Services customer service number is 469.272.2931. Menus are available in English and Spanish. The main menu has four (4) options:

•    To make a payment, press 2 (transfers the caller to Fathom’s payment IVR system)

•    To start new water and/or sewer service press 3 (refers the caller to the City’s web page where the application is located)

•    To report a missed trash or recycle collection, press 6 (transfers the caller to the Waste Management call center)

•   For all other inquiries press 7 (offers the caller additional menu options including to speak to a customer service          representative, press 0)

Wait/hold times are monitored and the time in queue goal is not to exceed 5 minutes. Customers experiencing any difficulty with the phone system (including wait times in excess of 5 minutes) should report their difficulty with date and time they called to  Suggestions for improvements are also welcome.