New FATHOM Customer Online Portal

Starting June 18, 2018, a new payment portal will be launched for our customers. Customers will need to login & reset their password. If you have a credit card set up for recurring payments, you will need to re-enroll in the new portal. Further instructions will be provided by mail. More information and instructions on enrolling in the new portal are available here.

Billing Issues

  • -Approximately 1.5% of water customers were impacted by a billing issue on April 26, 2018. The bills contained an incorrect calculation that made the amounts obviously excessive. FATHOM discovered the error on May 1, 2018 and attempted to reach all affected customers on May 2 through our automated calling system with a message to disregard the bill. These customers also received their standard monthly bills during this time frame. FATHOM has since put processes in place that will prevent this from happening in the future.
  • -There is a known issue in the current customer portal that shows some users that their most recent online payment is the sum of all previous online payments. This is an issue with the display only, and no payments have been charged or posted to customer accounts incorrectly. This does not affect anyone paying with the standard online payment process. The planned portal upgrade on June 18, 2018 will fully resolve this issue.
  • -It has come to our attention that some water bills are arriving late due to local postal service delays. FATHOM and Haltom City have adjusted the monthly due date period from 15 days after the statement date to 20 days after the statement date to allow for the extra delivery time. This change will go into effect on the bills mailed after 6/11/2018.

If you have any questions or concerns, please visit the payment office at 5417 Stanley Keller Rd. or call 833-764-5239.


As we are nearing the completion of our meter and billing system upgrade with FATHOM, Haltom City is aware that some transitional issues resulting in billing errors have affected, in total, approximately 2.5% of our water customers over the past several months. FATHOM is correcting these bills and has installed additional quality measures to prevent these errors in the future.

We are in continuous communication with FATHOM and are working together to ensure timely, regular and accurate billing across the entire community.

Water Meters

The new round white pieces on top of your meter box are not locks. They are antennas used for remote meter reading, and were installed as part of our the with FATHOM. The antennas should not restrict your ability to open the lid if you need to do so.

For additional information, most meter boxes in Haltom City have 2 meters per box. These meters are not centered, which means the entire lid, not just the flap, must be removed to read the meter or perform maintenance. About a third have 1 meter per box that is perfectly centered, allowing you to view the meter by simply opening the flap, and not removing the entire lid.

If you have any questions or concerns about the placement of your antenna, please visit the payment office at 5417 Stanley Keller Rd. or call 833-764-5239.

Haltom City Partners with Fathom Water Management

Haltom City & FATHOMTM Water Management, Inc. (FATHOM), the utility-to-utility Smart Grid for Water technology leader, have announced a new partnership. Haltom City is the fifth municipality in Texas to adopt FATHOM’s water management platform.

On January 15, 2018 Haltom City will employ the complete suite of FATHOM software and managed services solutions as part of a partnership of a water management platform. The transition will affect all residents and businesses that have water accounts with the City of Haltom City. The FATHOM partnership will include a new centrally located office to pay your water bills, additional payment options through a new online portal, and a new Smart Grid automated meter infrastructure. The SmartGrid for water uses Advanced Metering Infrastructure technology to remotely collect and upload water meter data. While the new FATHOM office will open in mid January, the meter installations will continue throughout 2018.

fathom logo

The changes will include:

  • New account numbers
  • Billing address updates to bank bill pay
  • Updates to recurring credit card and bank draft
  • To set up a new water account, please call the FATHOM Customer Service phone number, 833-764-5239

Payment methods:

  • New address for mail-in payments: P.O. Box 52747 | Phoenix, AZ  85027-2747
  • New location for in-person payments (Monday - Friday, 8:00 a.m. - 5:00 p.m.) and after hours drop box: 5417 Stanley Keller Rd. | Haltom City, TX  76117
  • New Customer Service phone number (make automated payments after hours) : 833-764-5239
  • Online payment portal: https://haltomcitytx.gwfathom.com (a $2.50 convenience/processing fee will be applied to credit card/debit card payments).
  • Starting June 18, 2018, a new payment portal will be launched for our customers. Customers will need to login & reset their password. If you have a credit card set up for recurring payments, you will need to re-enroll in the new portal. Further instructions will be provided by mail. More information and instructions on enrolling in the new portal are available here. The new portal's URL will be haltomcitytx.gwfathom.com. Currently this URL redirects to the existing portal, but on June 18, 2018 the URL will re-direct to the new portal.

We are excited about the partnership and appreciate your understanding as we make this transition to help better manage our water resources and enhance the customer service experience for all citizens.

 

FATHOM Customer Service Center


Tags: FATHOM

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