Customer Service

Frequently Asked Questions

What is My Utility Connect and how do I log in?

My Utility Connect is a secure online destination where customers can find up-to-date information about their utility account, service alerts, usage data and more.

To register and login, navigate to the URL If you are an existing First Billing Customer, you may login using your existing credentials. If you are not, you must create a new username and password. Click “Register” and fill out the online form with your information then login. 

For additional information and help logging in, please visit the My Utility Connect FAQ page or reach out to Customer Service.

What is the current balance due on my account?

Please login to My Utility Connect, our customer portal, and navigate to the “Billing” module. Select “View Bill” to see the current balance due on your account. Open the Billing module to see past statements, adjust payment preferences, and sign up for Bill Alerts. In addition, you can get your account balance, as well as make a payment

You can also contact our Customer Service Center and give your account number or address. We’ll be happy to provide the information you need. 

Can I pay my bill using a third-party payment website?

The only bill pay website affiliated with the Company is MyUtilityConnect. If you prefer to pay your bill online, MyUtilityConnect is our official bill payment portal and the best way to ensure that your bill will be paid on time. 

Please be advised that we are not affiliated or partnered with third party bill payment services such as Doxo or Mint. These companies may charge additional “convenience” fees to customers. We also cannot control when we receive payments from these companies, and this may result in a late payment fee being applied to your account - even disconnection due to non-payment.

We urge our customers to make their online bill payments from MyUtilityConnect to avoid these consequences. 

My last bill was unusually high. What should I do?

From the My Utility Connect portal, you can monitor changes in your water consumption. Navigate to the “Usage” portal and compare gallons used per billing period.

In many cases this is caused by a leaking toilet, leaks within an irrigation system, or a running water softener. You may want to contact a plumber to check for leaks. If you do not believe you have a leak, please contact Customer Service to speak with a representative about your bill.

What were the total water and sewer bills paid for the year (for tax purposes)?

Please login to My Utility Connect, our customer portal, and navigate to the “Billing” module. Select “History” and then open the 'Bill Statement', 'Payments', or ‘Letters’ tabs to view your bill, payment or letter details.

You can also contact Customer Service if you need a history on your account. You will need to check with your tax consultant to see if you may claim the bill as a deduction. 

If I decide to sell my property, how do I get a final bill? What if I have a tenant moving and want to give him or her a final bill?

If the meter is located inside the home, call or fill out a Customer Service form with the reading on the day of the property closing, or on the day your tenant moves out of your property. If the meter is located outside of the home, please contact customer service to request a work order for a meter read.

How do I know if a service operator is from your Company?

Every employee, including meter readers, has an identification badge that states the name of the Company along with the employee’s name.  Safety of our employees and customers is of the utmost importance to us.  If you are not absolutely certain a person is from our Company, please contact Customer Service with the name of the employee and your location.  Our representative will be able to confirm whether work is being done at your location.

What is the cause and solution of rusty or strong-smelling water?

In isolated circumstances, naturally occurring elements in water may cause it to appear rusty (iron) or strong-smelling (sulfur).  Customer satisfaction and high quality water is of the utmost importance to us.  As such, we actively monitor and treat our water supply and actively flush our lines to keep the impact of these elements minimal.  Sometimes unplanned events such as a water main break or sudden opening of a fire hydrant may cause these elements to be more noticeable.  We recommend turning on a faucet and letting the water run until the water is clear.

Why does my water smell like bleach / chlorine?

As water travels from the source to your tap, it's exposed to potentially harmful contaminants such as dirt and bacteria. To properly treat your water and ensure it's safe to drink, we utilize a chlorine disinfectant which kills bacteria and viruses and provides a protective residual. It is required by the EPA (Environmental Protection Agency) in order to disinfect water before it is distributed to homes and offices. Our operators monitor chlorine levels for safety on an ongoing basis - small traces of chlorine in your water are not harmful. The Value of Water video provides additional information explaining the use of chlorine. 

What if I experience low water pressure?

Most faucet’s aerators have a screen at the bottom designed to filter out sediment. This screen can occasionally become clogged with mineral deposits, which restrict water flow. Simply unscrewing the aerator and cleaning the screen usually corrects the problem. Replacement screens are available at most hardware stores.  If you are still experiencing a low water pressure issue, or the low pressure is not isolated to one faucet, please contact Customer Service.

Where can I find out about buried pipelines, gas lines, or power lines before I excavate or dig on my property?

Dial 811, the national Call-Before-You-Dig hotline or visit