Madison Water Utility billing, water usage tracking site down since March

Madison Water Utility’s customer care page that gives customers access to their bills and water usage data has been down since March 10, officials said.

MWU’s Public Information Officer Amy Barrilleaux said the city’s IT department felt the site should undergo a security upgrade and has been working with the software vendor and a security vendor for the past several weeks to make that happen.

“As you’ve no doubt noticed, our Customer Care page has been down for some time. The software we use for e-billing and displaying water usage data is undergoing a security upgrade to ensure it can continue to withstand the type of cyberattacks experienced by the city several weeks ago. While no customer data was accessed during the attacks, we want to make sure the site is as secure as possible. This effort has taken longer than we initially expected, but we hope to have the Customer Care page back online very soon. Thank you for your continued patience,” MWU posted to the website.

MWU has not received a timeline as to when the site will be back up and running, but they do want to have the page up as soon as possible, Barrilleaux said in a email.

“The water usage tracking tool is a cornerstone of our conservation program, and we have thousands of e-billing customers,” Barrilleaux said. “But we have to be sure that it is as secure as possible, as it is linked to customer account information.”