The Department of Public Utilities has announced that a new billing system will be implemented on June 23, 2025. As part of this transition, no new services, move-ins, move-outs, or TAP-related accounts will be processed from June 12 to June 23.
The department aims to enhance its service capacity with the new system. During this period, existing information in the current system will be closed out to ensure a smooth transition for customers and their data.
Customers can still submit documents and requests during this time. These will be processed with the effective date specified on the documents. Requests related to service turn-ons and turn-offs will also be honored as per the specified dates.
For any questions or concerns, customers are encouraged to contact Customer Service Specialists at the Department of Public Utilities located at City Hall Building, 801 Crawford Street, 2nd Floor, Portsmouth, Virginia. They can also reach out via phone at 757-393-8524 or email at [email protected].
An important change accompanying the new system is that all account numbers starting with a zero will change to start with a two effective June 23. Customers paying bills through financial institutions must update their utility account number information accordingly.
Additionally, from June 11 through June 24, the Public Utilities payment portal will be inactive. This includes both online and phone payments.
