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Customer Service#

Frequently Asked Questions

View the most commonly asked questions.

Top Questions

Report a Problem

Report service outages or other issues.

Current Outages and Alerts

Contact Us Online

Complete our online email form.

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Payment Options

Explore different ways to pay your bill.

View Payment Options

Business Customers

Learn about business rates and payment options, as well as resources for new businesses.

Business Accounts

Fort Collins Connexion

Learn about internet, phone and video/tv services or access your Fort Collins Connexion account online.

General Customer Service


  • 24-hour automated account balance and payment
  • Customer service representatives available by phone 8 a.m.-5 p.m., Monday-Friday (except major holidays)
  • Start/stop service requests may be scheduled online or over the phone as early as the next business day
  • Se habla Español

V/TDD: Dial 711 for Relay Colorado

Emergency Contacts

  • Electric: 970-221-6710
  • Water, Stormwater, Wastewater: 970-221-6700
  • Fort Collins Police Services: 970-419-3273 (non-emergency)

View Service Outages

Other Numbers

The Utilities customer service lobby is open 8 a.m.-5 p.m., Monday-Friday (except major holidays).

Payments can still be made online, over the phone 24 hours a day, by mail or via drop box, First National Bank and other third-party locations. 

For Utilities updates about COVID-19, visit

222 Laporte Ave.
Fort Collins, CO 80521
The drop box is in the alley located between 222 Laporte Ave. and 215 N. Mason St. near the Butterfly Cafe.

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Customer service representatives are available Monday-Friday, 8 a.m.-5 p.m. by phone 970-212-2900 or in person at 222 Laporte Ave (except major holidays). 

Payments and account balance checks can be made 24 hours a day through the automated phone system.

Payments can also be made online, by mail, or via drop box, First National Bank and other third-party locations.

Payment Options

Payment Assistance

Fort Collins Utilities partners with local organizations to provide efficiency, conservation and bill payment assistance programs, including low- or no-cost resources that keep utility costs down.

Learn More


Learn more about the different rates for electric (including Time-of-Day pricing), water, wastewater and stormwater. 

Learn More

Be Aware of Scams

Customers are advised to be aware of anyone claiming to represent Fort Collins Utilities.

Scammers are targeting residential and commercial customers, demanding immediate payment.

Customers should never make payments or give personal or financial information to unsolicited visitors or callers.

If you are approached by an individual demanding payment, immediately call the Fort Collins Police non-emergency number at 970-221-6540.

Learn More

Access Fort Collins

Use Access Fort Collins to submit general questions or comments relating to the City of Fort Collins.

Access Fort Collins

Frequently Asked Questions#

Why is my bill so high?highlight_off

Heating and cooling account for nearly half of the typical home’s energy usage. Changes in the weather can drastically change billing amounts month to month.

Tips to Save

Do I need to pay a deposit to start service?highlight_off

No, deposits are not required. We charge an activation fee of $19.65 per account.

What is Time-of-Day (TOD) pricing?highlight_off

Fort Collins Utilities residential electric customers are charged based on a TOD electric pricing structure. With TOD pricing, when you use electricity is as important as how much electricity you use.

TOD has two levels of pricing: off-peak and on-peak, and two seasons: non-summer and summer. Save money by shifting your electric use to the lower-priced, off-peak hours or by reducing your use.

More Information and Ways to Save

How do I start or stop service?highlight_off

The easiest way is to submit your request online. Customers also can call us at 970-212-2900 or come in person to 222 Laporte Ave. Please do not email start or stop requests.

Start or Stop Your Utility Service

How long in advance should I stop/start services?highlight_off

We require one business day, but customers can call up to 30 days in advance.

Start or Stop Your Utility Service

Can you backdate the start/stop date of services?highlight_off

No. We are unable to backdate services.

When should I expect my first bill?highlight_off

It can take four to six weeks to see the first bill on a new account. We bill in cycles based on geographic location. Often a customer happens to just miss the bill date on a new address and will not see a bill until the following month.

Why is there a $19.65 service fee on my first bill?highlight_off

We charge a one-time $19.65 start-up fee on any first bill for an address.

Do I need to be at the property when service is started?highlight_off

No. Most of our residential meters are digital and do not need personnel to visit the property to energize the meter. If a service representative does go in person, the customer does not need to be there unless access to the meter is restricted.

Can I change my due date?highlight_off

Our billing is done in roughly 30-day cycles that are timed based on your geographical area. Unfortunately, this means that customers do not have the option to change when bills are due. However, because it is based on amount of days rather than a specific day of the month, the due date will vary slightly each month.

What is stormwater?highlight_off

Stormwater rates pay for construction and maintenance of Fort Collins' stormwater system, which helps protect residents and businesses during storms and floods. All developed properties within city limits pay stormwater rates.

Learn More

Why do I get a bill after I stop my services?highlight_off

Fort Collins Utilities bills you for what you’ve already used. When you stop service, often there will be usage that has not yet been covered on a bill. For example, if a customer receives a bill on the 15th and sets a stop service date of the 20th, they would receive the normal bill on the 15th, and then a second bill after the 20th that would include the balance of the previous bill as well as the additional use from the 15th to the 20th.  

Why can’t I see my payments online?highlight_off

The web portal only reflects payments that were made using your online account. Other payment methods will not be viewable on the website. Additionally, the balance information on the web portal does not update following a payment, it simply shows images of bills. Any payments made will show on the next bill.

Why does my online account only show my old address?highlight_off

The online account is customer controlled. We do not update it with new account numbers. To add a new account number to the profile, select View Enrolled Accounts option under the Profile tab and add the new account number found on the bill. Customers do NOT need to create a new profile when they move. Just add the new number to your existing profile and it will appear.

Sign Into Your Online Account

Privacy Statement#

Fort Collins Utilities is committed to protecting the privacy of our customers' data. Utilities complies with local, state and federal customer privacy regulations, policies and procedures, to protect our customers' personal data and information.

Fort Collins Utilities is subject to the Colorado Open Records Act and Fort Collins Municipal Code §26-26, which govern the accessibility of public records. Utilities is also subject to the FACT (Fair and Accurate Credit Transactions) Act of 2003, which requires federal agencies, including the Federal Trade Commission, to establish guidelines for use by creditors to prevent identity theft.

In 2007, the FTC published the "Red Flags Rules" requiring creditors to create and implement an internal program to address the detection, prevention, and mitigation of identity theft. As a creditor, Fort Collins Utilities implemented an identity theft prevention program under the Red Flag Rules, which went into effect December 31, 2010.

The City of Fort Collins also offers a comprehensive Privacy Policy.