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WHY DOES YOUR 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.
If your preferred browser does not seem to be functioning with our website, we recommend that you use Microsoft Internet Explorer 7 or higher, or Mozilla Firefox 2 or higher. We also recommend enabling scripting in your browser. For complete instructions on how to do this, please see http://support.microsoft.com/gp/howtoscript
Please contact the webmaster at webmaster@plano.gov if you are still having difficulties with our website after trying the above-mentioned recommendations.
HOW DO I REGISTER TO USE ONLINE SERVICES?
Please follow these steps to register with the City of Plano Utility Payment website and add your personal water account.
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.
Required Fields
· Account #
· Bill Date (located in the top middle portion of your statement, this is NOT THE DUE DATE)
· Amount Due
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.
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HOW DO I CHANGE MY INTERNET REGISTRATION INFORMATION?
To change your 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.
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HOW DO I CHANGE MY INFORMATION ON MY INTERNET RECURRING CREDIT CARD ACCOUNT?
To change your 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 Chase PayConnexion 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 Chase PayConnexion website to manage your recurring payment.
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WHERE IS THE WATER/UTILITY SERVICES DEPARTMENT LOCATED?
Municipal Center is located at 1520 Avenue K. The building is located East of Central Expressway (HWY 75), one half block North of 15th Street. Our office is on the first floor on the Northeast side of the building, Suite #120. We also have a full Customer Service Office located 7501 Independence Parkway, Building A, adjacent to the Maribelle Davis Library.
WHAT ARE YOUR HOURS OF OPERATION?
8:00 AM TO 5:00 PM, Monday - Friday
Municipal Center & Building A, adjacent to the Maribelle Davis Library
DO YOU OFFER SERVICES VIA THE INTERNET?
Yes. You can access your 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. If you wish to view account information and services available online, click here. To start using our online services, you must first register with our site. Please refer to the information above "How Do I Register to Use Online Services?
DO YOU HAVE A DRIVE-IN WINDOW?
No. It has been replaced by a Utility Kiosk located on the East side of the Municipal Center located at 1520 Ave K. The Utility Kiosk accepts cash (no change given), checks and credit cards 24 hours a day 7 days a week.
DO YOU HAVE A NIGHT DROP?
Yes. The night drop is located in the Utility Kiosk on the East side of the Municipal Center at 1520 K Ave. Payments placed in the night drop after 5:00 PM are not posted until the next work day. There is also a "drive-by" payment drop box at the Maribelle Davis Library, located at 7501 Independence Parkway.
DO YOU ACCEPT CREDIT CARDS?
Yes. We accept 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.
DO YOU OFFER PAYMENTS BY BANK DRAFT?
Yes. You can fill out a Bank Draft Application by using our online services and mail to:
City of Plano
P.O. Box 861990
Plano, TX 75086-1990
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Please include a voided check.
WHAT DO I NEED TO START NEW SERVICE?
Customers may request 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.
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.
DOES EVERYONE NEED TO PAY A DEPOSIT TO START NEW SERVICE?
Yes, with a couple of exceptions. A security deposit of $100.00 is required to establish new accounts, except for customers 65 years of age and older, 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.
IS MY PAYMENT POSTED TO MY ACCOUNT THE DAY IT IS RECEIVED?
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 p.m. Monday-Friday, are posted to individual accounts the same day they are received. Please allow 7 days for mailing of your payment.
IS MY WATER METER READ EACH MONTH?
Yes, meters are read each month.
WHY IS THE CHARGE FOR SEWER SOMETIMES HIGHER THAN THE WATER?
It costs more to treat and clean sewage to an acceptable standard for re-entry to the water system than to treat water.
HOW DO YOU CALCULATE THE CHARGES THAT APPEAR ON THE BILL?
Charges are based on meter size and water consumption. Please see Bill Services and Calculations
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.
WHERE DOES OUR WATER COME FROM?
Our 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.
WHY DOES MY WATER TASTE/SMELL BAD?
This may take place 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.
DO YOU GIVE CREDIT FOR WATER LEAKS?
Yes, the City offers a partial credit for leaks with proof of repair. Call the Utility Services Office at 972-941-7105 for details.
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.
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 thru March, it could affect your winter quarter average for the next year. For more information on winter quarter averaging, click here.
HOW DO I SIGN UP FOR E-BILL?
To sign up for e-bill, you must be a registered website user. Please refer to the information above “How Do I Register to Use Online Services?”
Once you have registered, and successfully logged in to 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 e-bill.
WHY DO I HAVE TO PROVIDE A COPY OF A LEASE AGREEMENT OR LANDLORD'S RENTAL LETTER ON RESIDENTAL 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). |