Raleigh Water has announced that it will conduct scheduled system maintenance in preparation for the launch of a new customer payment portal set to debut in November. The maintenance period will temporarily affect billing and account services, with disruptions planned from noon on Thursday, August 21 through Sunday, August 24.
During this time, customers will not be able to make online or phone payments for water, stormwater, or solid waste bills. Requests to start, stop, or transfer service will also be unavailable. Financial assistance requests cannot be processed during the shutdown.
“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.”
Customers are encouraged to complete any necessary transactions using the call center or online portal by Wednesday, August 20. City staff and call center employees will have limited access to customer accounts but can assist with general inquiries. Emergency water service turn-ons will continue as needed.
“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.”
The temporary suspension is part of efforts to upgrade the current system and provide an improved experience once the new billing portal launches later this year.
“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!”
