Frequently Asked Questions

How do I pay my bill?

Payment can be made in a number of different ways:

Online at https://zephyrhills.gwfathom.com
By mail with check, money order, or ACH Bank to PO Box 52747, Phoenix, AZ 85072
By Phone by calling, toll free, (844)739-4959 between 8am and 5pm
By Phone by calling, toll free, (844)739-4959 at any time using our automated system—you will need your account number
In person at City Hall, 5335 8th Street, Zephyrhills, between 8am to 12pm and 1pm to 4pm. Our drive through is open 8am to 4pm, and we have a drop box available anytime.

For all payments you must reference your account number.

If you mail in your payment, please use the preprinted address on the remittance coupon included in your bill. Simply complete the coupon and mail it back in the return envelope provided with your payment. This address is a secure bank location and will expedite your bill payment process.


How do I turn on services?

To start service for the first time, you will need to provide some documents. Please send to contact.center@gwfathom.com :

Proof of ownership (for example a copy of your deed or closing statement) or lease (if renter),
photo ID, 
and a completed Utility Account Application/Change Form (https://zephyrhills.gwfathom.com/Forms/28ApplicationChange.pdf)

Once the documents have been submitted, call the Customer Care at, toll free, (844)739-4959 to complete the move in and pay the deposit. Customer Care will arrange for a service worker to turn your water on within 24 hours.

For seasonal customers returning to Zephyrhills, contact Customer Care within seven business days of your return.

How do I turn off services?

To turn off services, contact Customer Care at contact.center@gwfathom.com or , toll free, (844)739-4959 prior to the date you wish to have services discontinued. This includes seasonal customers who plan on returning after a period away. Failure to turn off services after vacating may result in you being responsible for utilities used by others.


What do I do if my water bill shows that my water usage is much higher than normal?

Unusually high water usage may be the result of an increase in your use, a water leak, or an error in the meter reading. If you changed your pattern of use (for example, have a new house guest during the billing cycle), your bill would increase due to the extra water used.

If you have not made any major changes to your pattern of use, the next step is to investigate if your meter was mis-read. You can contact the Customer Care center at contact.center@gwfathom.com or, toll free, (844)739-4959, who will arrange for a service worker to re-read your meter. If after re-reading, we find that the meter was correctly read the first time, there will be a charge for the re-read. If, however, we find an error in our read, we will adjust your bill and there will be no charge for the re-read.

If the meter was read correctly, the high usage is probably from a leak. It is important to find and correct any leaks as the cost of the water of any leak after passing the meter is the customer’s responsibility. For more information on how to determine if you have a leak and where the leak may be, please see https://www3.epa.gov/watersense/our_water/howto.html

What if I find a leak and fix it?

If you find you have a leak, and have to hire a service fix it, you may be able to have your water bill adjusted. We established this program to encourage fixing of leaks, and to mitigate your expense. Please contact our Customer Care at contact.center@gwfathom.com or, toll free, (844)739-4959 to ask for a leak adjustment.


Why did I used to get only one bill for two meters but am now receiving two?

At the time your customer data was added to our new billing service provider, FATHOM, a system limitation prevented more than one meter per account.  This has been resolved and FATHOM is in the process of combining accounts, which will restore your water account to a single bill like it used to be.  In the interim, you may receive two bills in one envelope. Please pay both bills separately.


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