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 admit them and we’ve brought that to the attention of FATHOM and they recognize that there have been some very significant problems,” he said.

But he said the town is working closely with FATHOM to troubleshoot each issue, and that the town’s finance director is in touch with the company almost every day.

“On a larger level, we are in some significant discussions at the higher level with FATHOM, all the way up to the CEO,” Stevens said. “It’s a little early now to know exactly what directions, but we’re heading with that but recognizing that we have problems.”

Stevens said as of right now, it’s unclear what the long-term decision will be to make the water payment system more user-friendly for the town.

“And what’s going to be a solution, if there are going to be changes to our contract,” he said. “Do we just need to try and dissolve the contract? All those items are on the table.”

Stevens said it may take awhile for all players to come to a decision on Hillsborough’s future with FATHOM, but that officials are taking steps to make the system better for everyone.

“It’s probably easily 30 days or 60 days before we get a resolution on that,” he said. “But we are taking it very seriously and happy that FATHOM’s taking it very seriously and we want to make a correction and make sure that we are providing high-quality services for the folks in Hillsborough and we’re doing so at a reasonable cost.”

  • Click here to access 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 system.
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