FAQs

How do I restore service that has been disconnected?: If your service has been disconnected for non-payment, the past due balance and termination fee must be paid to restore service. If payment is made online or through the automated phone payment system, you must contact the Customer & Utility Services Department at 903-892-7237 to make arrangements to have your service restored. Someone must be home to restore the water service. Service orders are issued for AM or PM. Morning service orders are worked between 8 AM-Noon and afternoon orders are worked between 1-5 PM. If service is restored after hours, an additional fee will apply. Please refer to Rates & Fees. For after hours service, please call 903-892-7258.

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Customer & Utility Services

1. How do I start new service?: New service requests require the completion of an application and submission of a valid state-issued ID and copy of the rental or contract agreement. Residential single-family requests require a $50 nonrefundable install fee. Nonresidential service requires a deposit and install fee to be quoted by the Customer & Utility Services Department by calling 903-892-7237.

2. How soon could I have new service?: Requests made in the office require a 1/2 day notice. Requests made online (residential only) require a minimum of 3 business days www.2turniton.com .

3. What payment types do you accept?: We accept payment via cash, check, money order and credit cards. The credit cards accepted are Visa, MasterCard and Discover.

4. What are the office hours?: The Customer & Utility Services Department is open 7:45 am to 5:00 pm, Monday through Friday, excluding holidays.

5. Where is the Customer & Utility Services Department located?: Our office is located in the Municipal Building at 405 N Rusk St. We are on the first floor, at the North end of the building. If parking in the circle drive in front of the building, come through the doors and turn left.

6. How are sewer charges calculated?: Sewer charges are based on water consumption, except for large industrial customers that have separate sewer meters. The minimum sewer charge includes 0-1,500 gallons of water used. Consumption over 1,500 gallons is charged based on the volume or consumption charge per 1,000 gallons. Residential customers reach a maximum monthly sewer charge at 9,000 gallons. Refer to Rates & Fees for a listing of minimum charges and volume rates.

7. How do I restore service that has been disconnected?: If your service has been disconnected for non-payment, the past due balance and termination fee must be paid to restore service. If payment is made online or through the automated phone payment system, you must contact the Customer & Utility Services Department at 903-892-7237 to make arrangements to have your service restored. Someone must be home to restore the water service. Service orders are issued for AM or PM. Morning service orders are worked between 8 AM-Noon and afternoon orders are worked between 1-5 PM. If service is restored after hours, an additional fee will apply. Please refer to Rates & Fees. For after hours service, please call 903-892-7258.

8. How do I change/update my bank or credit card draft information?: Bank Drafts - Please complete a new bank draft form and submit with a voided check. Credit Card Drafts—Online Only: Automated Draft payments, with your Visa, MasterCard, Discover or Debit Card. Online payments incur a $1.25 convenience fee per transaction. Customers must register with the City of Sherman website.