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 Utility Billing. Suggestions for improvements are also welcome.