Hillsborough is changing the way its residents pay their water and sewer bills – upgrading to an online portal for the first time ever.

Mayor Tom Stevens said the change stemmed from the fact that the old system was slow and obsolete.

“This can have potentially a lot of opportunities and advantages,” he said. “Prior, we had some outdated software that was really not working for us and we needed to figure out some kind of solution.”

He said it took a long time to discover potential problems like leaks.

“We now read meters on a monthly basis and you get a monthly statement and pretty much, ‘Oh, oh. Gee, I must’ve had a leak that started two weeks ago or a month ago,’” Stevens said. “This system, one thing would allow people to essentially get it in almost real-time.”

The new system is working in cooperation with utility service provider FATHOM to give exact data each time the resident checks online. The system will also include the option to download a mobile app. Users will be able to see online bill payments and access billing, payment and usage history, account information and bill reprints.

Stevens said the positive upgrades the new platform includes also bring some challenges. Customers are being assigned new account numbers by the company, however, not all account numbers have been assigned yet.

He said the fact that they haven’t been assigned yet has made it difficult for customers to get an automatic draft established at their banks. Stevens said he had the same problem.

“For example, I have an automatic draft I had to re-file to get my automatic draft taken out of my bank. It just couldn’t transfer to the others,” he said. “And we’re having some glitches.”

However, Stevens said there are resources available for those who need help adjusting. He said there are town representatives and FATHOM employees who can help answer questions and trouble-shoot.

“Those are the steps that we’re trying to take to make this better,” he said. “And certainly apologize for the inconvenience to customers, but in the long run, we’re hoping that this will be a much better system for everybody once we get these kinks ironed out.”

Stevens said the town is hoping to iron out the kinks within the next few weeks. Until then, resources for help navigating the online portal can be found below:

  • Click here to get to the FATHOM U2You Customer portal.
  • Call 844-691-9177 to contact a FATHOM representative for assistance with the FATHOM Portal.
  • Call 919-732-2104 ext. 1001 for Hillsborough Finance Director Heidi Lamay for further assistance navigating the new system.
Related Stories
‹
Hillsborough Working to Make Water Payment Easier
The town of Hillsborough has had its share of problems with its water payment system. The town introduced the new system, run by FATHOM, in November. Hillsborough Mayor Tom Stevens said there were some problems from the start, like getting an automatic draft set up with residents’ banks. “We’ve certainly had problems with it, and […]
'Financial Disaster': Cancelled FEMA Program Leaves Hillsborough Pump Station Project $6 Million Short
Hillsborough is now scrambling for ways to move forward with relocating its River Pump Station, a critical water and sewer project.
Town of Hillsborough Implementing New Water and Sewer Fees
The Town of Hillsborough is implementing new water and sewer fees for development-related activities, as well as to deter tampering with water meters and fire hydrants. Tampering with a water meter will now carry a $350 fee and $500 civil penalty, which will double on future offenses within a two-year period. Tampering with a fire […]
Hillsborough Police Department Hosting Annual Holiday Toy Drive
The Hillsborough Police Department’s annual Toy Drive will end on Thursday with a celebration. At the main police station from 6 to 8 p.m., Santa and Mrs. Claus will be giving gifts out to children ranging from infants to 15 years old. New, unwrapped gifts will still be taken for the drive until noon on […]
Hometown Hero: Tom Stevens
This week’s Hometown Hero, presented by Hendrick Southpoint, is former Hillsborough Mayor Tom Stevens. Stevens served as mayor since 2005, but decided against running for an eighth term this past election cycle. Jenn Weaver was elected as the new Hillsborough Mayor and was sworn in at the town’s Board of Commissioners meeting on Monday. He […]
Photo Gallery: Tom Stevens Steps Down, Jenn Weaver Sworn in as Hillsborough Mayor
Hillsborough to Recognize Mayor Tom Stevens at Board Meeting
Hillsborough’s outgoing mayor Tom Stevens will be recognized Monday night at the town’s Board of Commissioners meeting. Stevens, who chose not to run for an eighth term, has served as mayor since 2005. He said in a conversation with WCHL’s Aaron Keck he takes pride in helping the town’s board and staff work together to […]
Hillsborough Lifts Water Withdrawal Restrictions from Eno River
The Town of Hillsborough announced Wednesday it has lifted its water withdrawal restriction against drawing from the Eno River. The restriction, implemented in September, was the result of a Stage 1 water shortage when the state saw drier than normal conditions in the late summer and early fall. Hillsborough urges town residents to still voluntary […]
Hillsborough Board to Interview New Commissioner Applicants
Hillsborough’s Board of Commissioners gather on Monday to interview seven applicants for a vacancy on the board left by commissioner Jenn Weaver’s upcoming appointment as mayor. Since the seat still has two years left on its term, the remaining commissioners must make an appointment rather than hold a special election. Hillsborough mayor Tom Stevens says […]
Jenn Weaver Elected As Hillsborough Mayor, Incumbents Win Board Election
Hillsborough welcomed a new mayor while re-electing all three incumbents to the town’s Board of Commissioners on Tuesday. Hillsborough residents elected Jenn Weaver as their new mayor on Tuesday night, as she ran unopposed for the position. The former commissioner will replace long-time mayor Tom Stevens, who decided not to run for re-election after 14 […]
›