Frequently Asked Questions

Frequently Asked Questions

"My water consumption has been the same every month, are you estimating my consumption?"
  • We do our best to not estimate utility bills; however, this does happen when the reading device (known as an MIU) is not transmitting the reading (although the meter is still recording the usage), and we are not able to get an appointment before the bill must be issued.
  • If your usage is very consistent, it is possible to see the same amount on your bill. 
  • As we charge for each 1,000 gallons at residential homes, it is possible to have the same water consumption charged, even if you don't usage the exact same amount.  An example of this, would be if you used 1,900 gallons, your bill would show 1,000 gallons for the consumption.  The 900 gallons would roll over onto the next bill and charged once it became a 1,000 gallons.
"My bill says zero consumption even though I have been using water, why is that?"
  • We bill for the even thousand (1,000) gallons.  Until you reach one thousand (1,000) gallons, it will appear as zero consumption.  Once the thousand (1,000) gallons has been reached, it will then show the consumption for each thousand.
"When should I stop or start my utility services with the Town of Normal?"
  • You'll want to reach out at least one to two (1-2) business days to allow us time to process the request.  We are unable to process same day requests. 
  • If you are stopping service, please make sure to have a forwarding address.
"What is the $25.00 Misc Charge on my bill?"
  • The $25.00 charge is a fee that is applied to all accounts when starting service in your name.  It will appear on the first bill.
"Is there an adjustment I can get on bill after filling up my pool?"
  • Unfortunately, we do not offer any adjustments for a pool being filled.
"How can I view my billing history?"
  • To view your billing history, you must create an online account through the Town of Normal's website.  To do this, you will need your most recent utility bill to set up your online account.
  • Once you have created your own online account, you will be able to view "Billing History".
"What does balance forward mean on my bill?"
  • This means there is a pass due amount, such as a previous bill or late fees.
"Why can't I update my credit/debit card information for my auto pay?"
  • It is possible that there is a pending payment on your account.  That pending payment blocks you from making any changes to your auto pay.  Please contact the Water Department at 309-433-3411 or 309-454-9565 for help with this.  
"I have added my new credit/debit card information on my account, how do I delete my old card off the account?"
  • Once you have added your new card by re-enrolling your autopay, you can go back into your maintain wallet to remove the old card.  If the old card is still linked for future payments, it will not let you delete it.
"Is it possible to set up budget billing, like what my electric and gas companies have?"
  • Unfortunately, we do not offer this service.  Because most bills fluctuate, our system does not currently accommodate for this, nor do we want to set customers up for failure. 
  • We do have multiple forms of automatic payments that you can sign up for to have the payment automatically deducted on your bill's due date, such as automatic payments with a credit/debit card (you must sign up for a Town of Normal online account) or EZ pay (automatic payments via a checking account).
"When I set up automatic payments, why didn't it cover my bill?"
  • When you set up for automatic payments, whether it is checking or with a debit/credit card, it will not cover an already existing bill (electronic or printed).  It will only cover the future bills once you have successfully enrolled.  To take care of a current bill, you will want to make a one-time payment, such as online, over the phone, or mailing in a payment.