Frequently asked questions

  • PromisePay is an online service that makes it easy to pay off your total water bill balance and become debt-free. PromisePay works with Connecticut Water and other utilities to offer flexible, interest-free payment plans for past due bills.

  • Connecticut Water is offering flexible payment plans through PromisePay to help you pay the balance of your bill in a way that works best for you. Some customers may also receive grants through programs, such as the Federal Low-Income Household Water Assistance Program, to pay part of their past-due balance.

  • There are no transaction fees for customers to utilize Promise Pay to set up payment plans.

  • All Connecticut Water customers are eligible for a PromisePay payment plan.

  • Yes, customers with existing Connecticut Water payment plans can sign up for a PromisePay plan.

  • Connecticut Water’s goal is to ensure that you can comfortably navigate your financial obligations while maintaining your essential water service. Connecticut Water offers payment plans to help customers get back on their feet and protect themselves from subsequent late fees or water service disconnections.

  • No, PromisePay payment plans are interest-free.

  • Sign up in minutes with three easy steps:

    1. Choose a plan that works for you. We offer a wide range of options.
    2. Make your first payment. We accept credit/debit cards and bank transfers (ACH).
    3. Pay off your balance over time with no interest or late fees. We make it easy with automated monthly payments and reminders.

  • Your payment plan will cover your balance as of the day you enroll. You must continue to pay all new water bills by the due date to Connecticut Water.

  • New bill charges will be paid to Connecticut Water - you must continue to pay your new bill charges directly to Connecticut Water. Your agreed upon PromisePay plan payments must be paid to Promise.

  • If you need an extension for your plan payment or need to make a change to your plan, changes can be made as long as a payment is made each month. In addition, a customer is allowed to add one current Connecticut Water bill to their existing PromisePay plan if their PromisePay plan is in good standing.

  • If you stay current on both your agreed-upon PromisePay plan payments AND pay all new water service charges directly to Connecticut Water before the bill due date, you can avoid water service disconnection and subsequent reconnection fees.

  • Customers must stay up-to-date on both their PromisePay plan and current Connecticut Water bill to avoid water service disconnection. Failing to stay up-to-date on your current Connecticut Water bill could lead to service disconnection. Connecticut Water customers who are in good standing with their PromisePay plan are allowed to add one current bill to their PromisePay plan during the lifetime of the plan. To see if you are eligible for a one-time add from your current Connecticut Water bill, please call Promise at (860) 784-7860.

  • Yes, if you sign up for a payment plan with PromisePay you can still get any available community-based grants or other relief that you are otherwise qualified for.

  • Please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM EST.

  • Please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM EST.

  • Yes. For questions about service disconnections, please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM ET. If you have a past-due balance, you will need to pay your bill to avoid having your water service discontinued. You must stay up-to-date on both your PromisePay plan AND current Connecticut Water bill to avoid a shutoff.

  • Yes, it can help. But to fully avoid disconnection of service, you’ll need to continue paying both your PromisePay payment plan AND your current Connecticut Water bill.

  • Please call Connecticut Water directly at 1-800-286-5700. Agents are available 8:00 AM - 4:30 PM ET. Connecticut Water will require reconnection downpayment. Following the down payment, the Connecticut Water CSR will transfer the customer to Promise to complete the enrollment process in a PromisePay plan.

  • Your bill is considered delinquent after 30 days past due. Once an account is past due, the person or entity listed on the bill and responsible for the payment is mailed a Past Due Notice.

  • Connecticut Water customer support agents are available 8:00 AM - 4:30 PM ET. Connecticut Water recognizes the following holidays, on which representatives are not available:

    • New Year’s Day
    • Presidents Day
    • Memorial Day
    • Fourth of July
    • Labor Day
    • Thanksgiving Day
    • Day after Thanksgiving
    • Christmas Eve
    • Christmas Day

  • PromisePay recognizes the following holidays and our customer representatives are not available:

    • New Year’s Day
    • Martin Luther King Day
    • Presidents’ Day
    • Memorial Day
    • Juneteenth
    • Fourth of July
    • Labor Day
    • Indigenous Peoples’ Day
    • Veterans Day
    • Thanksgiving Day
    • Friday after Thanksgiving
    • Christmas Eve
    • Christmas Day