Hillsborough Water Customers Asked to Call 844 Billing Number Directly

Friday, July 28, 2017

The Town of Hillsborough has been able to narrow the source of technical issues that some water and sewer customers are experiencing when making utility billing phone calls.

As the town and vendor work to find the cause of the problem and to resolve the issue, customers are asked to call the utility vendor, FATHOM, directly at 844-691-9177.

Through repeated tests of the utility billing number, Finance Department staff have found that a phone’s touch tones are not registered in FATHOM’s interactive voice response system when customers who are using cell phones call the Hillsborough Town Hall Annex first and press 1 to discuss a water and sewer account.

“The town sincerely apologizes for any inconvenience this technical issue has caused for our customers,” said Assistant Finance Director Phil Cordeiro, who is serving as acting finance director. “We are working to resolve the situation as soon as possible and appreciate your patience as we determine the root cause of this issue. As always, customers are encouraged to provide feedback and report issues by using the contact form.”

The contact form and the customer portal for utility billing and payments are available on the town’s website.