Unusually High Water Consumption

Notice: Please be advised that our billing cycle for bimonthly accounts is typically 60 days. Recently, there have been delays, which have resulted in billing cycles of 75+ days. If your balance due is higher than expected, examine the "Days" column on your bill to determine if this situation applies to you. You are not being charged more. You are only paying for the water used. Payment due dates have been adjusted accordingly. Thank you for your patience and understanding! For more information, contact CityLink Online or call 311 or 336-727-8000.

Expect to see some changes in the amount of your bills as the seasons change. Water consumption usually increases in the spring and summer months, and you should expect your bill to reflect this increased usage.

However, there are occasions when you may experience an unusually high bill. A high bill may be caused by a concealed leak (a leak underground or in a wall) or a toilet leak. If you experience an unusually high bill, or suspect a leak or unauthorized use, you should contact CityLink Online or call 311 or 336-727-8000 to request an investigation. Our field investigators will try to help you determine the cause of an unusually high bill.

After our investigators determine the source of an unusually high bill and repairs are made, you may be eligible for an adjustment on the three highest bills associated with the leak. Certain restrictions apply on leak adjustments; therefore, you should contact CityLink Online or call 311 or 336-727-8000 for more specific details. However, you should remember that irrigation system leaks are not eligible for bill adjustments.

In the absence of a plumber’s receipt, verification of all repairs by our field investigators is necessary before any monetary adjustments can be considered.

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