Raleigh Water Temporarily Halts New Billing Portal Rollout to Ensure Stability; Guarantees No Service Disruption or Penalties

Raleigh Water is temporarily halting the rollout of its new customer billing portal, effective immediately, after technical issues were identified. The issues could compromise the customer experience, and the utility has taken the proactive step of fully shutting down the new system to complete necessary audits and testing. Raleigh Water emphasized the system failure has no impact on the delivery of water or sewer services and sincerely apologizes for the inconvenience this sudden pause causes customers.

To ensure customer security and ease of use, Raleigh Water is enacting the following immediate measures:

• No Service Disconnections: Raleigh Water guarantees that no customer will have their service disconnected or interrupted for non-payment during this interim period.
• Waiver of Fees: All late payment fees accrued during this system interruption will be automatically waived and credited back to customer accounts.
• Immediate Workaround: All urgent billing or payment needs can be processed using established alternate payment channels (in-person, phone, mail, or one-time online payments).
• Rescheduled In-Person Support Events: To ensure a smooth and effective experience for every attendee, all upcoming in-person help sessions and registration events will be rescheduled. The new dates and details will be shared soon. Visit RaleighNC.gov and search "billing portal" to quickly find the information.
• Here to Help: Our customer service team is ready to handle questions and provide support, ensuring customers get the assistance they need efficiently.

Customers who have already registered do not need to do anything. They are all set.

Raleigh Water's team and vendor are working cohesively and dedicating all necessary effort to address the specific issues found. This means resolving the core problem, the authentication bug, and refining the system so it can comfortably handle high usage volume. Raleigh Water's commitment to customers is simple: we will ensure the portal is stable and secure before bringing it back online.

Customers are encouraged to visit RaleighNC.gov and search "billing portal" for the latest updates. Customers with questions can contact the Customer Care Center at 919-996-3245 or email [email protected].