Customer Service FAQ

Yes, but the 1-866 phone number is no longer in service. Customers should call (915) 594-5500. We are experiencing high call volumes, so it is recommended to call after 6 p.m. and before 7 a.m. over the next few weeks.

No, you need to register for the new My Account online service. Make sure to check your email and activate your account to finish the process. Then you can view your account information and add payment options.

That is the last four digits of the Social Security Number of the account holder, if you haven't called to update your PIN.

You may setup a new account online, via E-mail: [email protected] or Fax (915) 594-5660. The account must be set up in the person’s name that is requesting the service (no exceptions).

Required information:

• Old service address or account number (if you are a current customer)
• New service address
• Customer's full name
• Acceptable photo IDs include: Driver’s License, Texas State ID, Military ID or Passport
• Current phone number
• Email address (optional, but recommended)

Additional information that may be required:

• A Lease Agreement or Proof of Service from the Electric and/or Gas utilities at the service address
• Co-tenant requires the same information as the primary customer as they are also a responsible party on the account (no exceptions). This means if the co-tenant was on the prior account, we need positive proof of these documents by photocopy, fax or e-mail.

The above information is required for system security to help protect your personal account.

 

A $75 Deposit are required for all standard residential customers. These fees will appear on the first billing.

Please refer to our Rate Page for full details.

If the credit record of a particular customer is unfavorable, then EPWater may require a deposit in excess of the scheduled amount based on the two highest monthly bills on record for the customer requesting service. The bill guarantee deposit will apply to your current account final bill.

Yes – We have several ways in which you can pay your bill online. Visit our Pay My Bill page to learn more.

Yes – We can automatically debit your bank account to pay your bill using the Automated Clearing House system. Visit our My Account page to sign up.

For detailed instructions, visit our page on Understanding Your Bill or click here to watch a video.

Call us at (915) 594-5500 weekdays from 7 a.m. to 6 p.m. Mountain Time. Please use our automated phone system to request a call back if our lines are busy. Click here to email us for assistance on billing or service questions.

 

Information on our aquifers and surface water sources that make up our drinking water is provided in the Water Resources section.

A complete list of rates and fees is provided here.

Rate changes and higher water usage are primary contributors to higher bills. Click here for a guide to help determine why your bill is unusually high.

 

Bills are due 14 days after the billing date. If you have concerns about an overdue payment, please contact Customer Service by email or phone. For more information, visit our page on overdue payments.

We understand that financial hardships can happen to anyone. We offer payment extensions and are willing to make special arrangements to help make your payments more manageable. To keep your water flowing, a partial payment is always better than no payment.

To discuss your options, please contact Customer Service at 915-594-5500.

In addition to our online payment options, we have many options for in-person payment. Click here to input your zip code and find a location that is most convenient for you.

 

To help you read your meter, we have an easy to follow guide.

You may report water waste with an online form.

 

Every year, we are required by the U.S. Environmental Protection Agency and the Texas Commission on Environmental Quality to produce a drinking water report that gives all the details of our drinking water. Visit our Water Quality page for past reports.

 

Information on new installations can be found here.

 

Only human waste and toilet paper should go in the toilet.In the kitchen sink, avoid placing fats, oils and grease down the drain since they create sewer blockages. For more information, visit our page on Fats, Oils and Greases.

El Paso Water provides regular updates on social media, or you can subscribe to receive news or On The Waterfront, our President’s monthly newsletter. For the latest issue, click here.

A $25.00 fee applies to all returned payments for insufficient funds or other returns by a financial institution. Customers with repeat returned payments might be placed on a cash only status at the sole discretion of El Paso Water based on the account history and credit rating.

Customers that use less than 4 CCF in any given month will not pay the WSRC (Water Supply Replacement Charge). This is a savings of $12.88 per month for the average residential customer. Savings will vary depending on the size of meter on the account.

El Paso Water will work with customers on an individual basis for adjustments on any higher than normal water consumption due to property leaks for the two highest bills during the leak period as follows:

• The utility will bear 75% of the excess water loss if the customer provides proof of repair and EPWater can validate through the billing consumption history. This option requires repairs to be complete and validated prior to the adjustment, if granted at the sole discretion of the utility.
• The utility will bear only 50% of the excess water lost without validated proof of repair or reduced consumption in the subsequent month after the alleged leak occurred.

The amount of water lost will be determined by comparing the usage when the leak occurred and the previous years usage during the same billing cycles. If the customer does not have a previous usage history, a monthly usage average before the leak occurred will be considered in determining the adjustment.

• Pay your current bill to avoid disruption of service while you are waiting for the Leak Adjustment Approval.
• Wait for your next water bill and check for higher than normal consumption.
• Save proof of repairs and provide a copy to El Paso Water for the 75% option 1 above. Otherwise, request validation with a consumption history for option 2 above.
• Email or fax a copy of the repair invoice along with your account number, name, address, and phone number so we may validate the repair.
• If your request is approved, a credit will apply to your next scheduled billing cycle.

You may contact us at via email at [email protected] or fax at 915-594-5660. Leak adjustments are at the sole discretion of EPWater. If the utility grants an adjustment, no further leak adjustments will be made to the account for 24 months from the month the leak adjustment is processes in the billing cycle.

For residential customers, there is a minimum monthly charge plus a charge calculated based on 90 percent of the customer’s average winter consumption. See the schedule of rates for more details.

Yes. Fixed monthly charges are user fees assessed to recover costs associated with providing capital facilities (pump stations, reservoirs, transmission lines, wells, lift stations, odor control stations, interceptor lines, etc.) necessary to deliver water and sewer service.