FAQs


How Do I Set Up a New Water Account?

To set up new water service please call 833-764-5239. You may also set up an account at the FATHOM Customer Service Center (5417 Stanley Keller Rd. | Haltom City, TX  76117), though setting it up over the phone will generally be faster and more convenient.

Will I have a new billing account number?

Yes, your newly designed FATHOM utility bill will include a new account number that will be displayed in the top right corner of your new bill. You will need to use this number to process a bill payment online or by phone.

Can I use my existing account number to find my new number?

If you want to access your new account using your old account number, you can do so any time after the mid January, 2018, system transition date by going to https://haltomcity.u2you.gwfathom.com. Click on the link “What is my new account number?” and then fill out the required fields.

Will my bill look different?

Yes, the new bill will be printed in blue ink and will include your water usage graph, a detailed list of charges, and various water account information. Included with your first bill will be an insert detailing the new bill print format.

Will I be able to make automatic or online payments?

Yes. However, you must use your new account number. Detailed information on enhanced payment options will be included on the back of your new bill. The online payment portal is located at https://haltomcity.u2you.gwfathom.com. A $2.50 convenience/processing fee will be applied to credit card/debit card transactions.

Is there a new mailing address that will come with the new bill?

Yes, there will be a new address where you mail in your payment, which will be pre-printed on the remittance coupon included on your bill. Simply complete the coupon and mail it back in the return envelope provided with your payment. The new payment address is:

P.O. Box 52747
Phoenix, AZ  85027-2747

Checks, money orders or cashier's checks should be made payable to "Haltom City Utility Billing".

Do I need to make any changes to my existing auto payment options?

ACH: if you would like to sign up for ACH (Automatic Clearing House), on or after mid January, 2018, simply go to https://haltomcity.U2YOU.gwfathom.com, go to the Billing tab and then click on “wallet”.

RECURRING CREDIT CARD: if you would like to sign up for recurring credit/debit card, on or after mid January, 2018, simply go to https://haltomcity.U2YOU.gwfathom.com, go to the Billing tab and then click on “wallet”. A $2.50 convenience/processing fee will be applied to credit card/debit card payments.

BILL PAY: if you are currently signed up with your bank for electronic bill payments, it is very important that you input the new billing address in your bank’s online bill pay interface. If you do not select the new address, your payment will be delayed in being received. You will also need to update the payments with your new account number, displayed in the top right corner of your new bill.

Will there be a new phone number to reach customer service?

Yes. Starting January 15, 2018 at 8:00 a.m. you can reach FATHOM’S Customer Care Representatives at 833-764-5239. You may also reach customer care representatives through the FATHOM website at https://haltomcity.U2YOU.gwfathom.com, when it is made available on January 15, 2018.

Will there be a new location to pay my water bill in person?

Yes. The new FATHOM Customer Service Center is located at:

5417 Stanley Keller Rd.
Haltom City, TX  76117

Print