COMING SOON - MARCH 2026

To ensure that the Town of Franklin Water Department continues to provide the latest technology for effective water usage monitoring, we are transitioning our customer self-service platform.

Our current platform, WaterSmart, has been discontinued. We anticipate completing the transition to the new Neptune My360 Consumer Portal in early 2026.  See below for information on the new Consumer Portal and come back soon for updated information. 

The Franklin Water Department Consumer Portal

The Franklin Water Department is excited to offer a consumer water portal to empower you to monitor and manage your water consumption from any device with internet access, 24/7. Click here to sign up  - https://franklinMA.my360-app.com

The Franklin Water Department Consumer Water Portal offers the following benefits.

Activate your Franklin Water Department portal account today at - https://franklinMA.my360-app.com

Have your water bill handy. You will need your account number and either your full name or street address.

Resources to help you get started:

If you need assistance setting up an account, please contact the Franklin DPW at (508) 553 - 5500.

Already signed up for the Franklin Water Department consumer water portal account? 

Click here to log in: https://franklinMA.my360-app.com

*The majority of homes will have access to daily reads most of the time. However, in some instances, meter reads may not be available via the application due to technology limits.  If this occurs, please contact the office (508-553-5500) and we will schedule a free upgrade to your meter and transmitter at your home to improve read performance. 

Please note that Franklin My360 displays water usage in cubic feet by default.  This may cause confusion because Franklin bills in hundreds of cubic feet.  Franklin water meters use cubic feet (CF) as a measurement unit.  However, your water bill is calculated in units equaling 100 cubic feet (CCF).  For example, 1 unit is equal to 1 CCF which equals 100 CF.   A cubic foot of water is 7.48 gallons.  Therefore, 1 unit of water equals 748.1 gallons.   See table below.  There is a toggle to switch between gallons and cubic feet.

FAQs

1. What is Franklin My360?
   1. Franklin My360 is a web-based consumer portal provided by Neptune Technology Group, allowing water utility customers to monitor their water usage in real-time, view detailed consumption data, set usage alerts, and identify potential leaks through an accessible online dashboard, essentially giving them greater control over their water consumption and promoting water conservation.
2. I am having trouble completing the registration process.  What should I do?
   1.  The registration process requires an email address from the user, along with an account number and either a service address or name exactly as it appears on the water bill.  Some users are not typing the address exactly as shown on the water bill, for example typing “North Main Street” instead of “North Main St”.  You only need the account number and one other piece of information, either the name or address.  If “Smith, Jane” is the billing full name, “Jane Smith" will return an error.  If you continue to have trouble, please contact the DPW Admin office for assistance.
3. Do I need a new meter or transmitter?
   1. The basic answer is no, existing meters and transmitters work with the new meter read system.  Some “older” transmitters have a difficult time communicating to the system and need replacement.  If you sign up for Franklin My360 and can only view monthly readings, please contact the DPW Admin office and we will set you up to get your meter replaced.  Please note that while we expect a majority of the meters will be able to connect to the system, there will be a few exceptions that customers will not be able to receive daily usage.  Those exceptions, at a minimum, will still be able to see monthly usage.
4. The site Franklin M360 is not working.  What should I do?
   1. Franklin My360 is a third-party application hosted by Neptune Technology Group.  If the service is down Neptune will work to get the application back up and running.  Please understand that Franklin My360 is a tool to help consumers monitor their water usage.  Just because the service is down doesn’t absolve the consumer from being responsible for their water usage.
5. I thought I could see my daily water usage, why is my account showing something different?
   1. It is anticipated that the majority of customers will have as frequent as daily readings. However, a small percentage of customers will not. Some transmitters and meter are older than others and need to be replaced.  If this is the case, please contact the office to schedule an appointment to have your meter/transmitter replaced. 
   2. Some transmitters (even new ones), because of topography and other physical barriers, will not be able to consistently send the data to the receivers.  Some may see weekly readings, but at a minimum everyone will see monthly readings.
6. In the past I used WaterSmart, now what?  Is this different from WaterSmart?
   1. WaterSmart was not able to take full advantage of the new meter reading system, therefore we moved to Franklin My360.  WaterSmart had some other advantages for the end users that Franklin My360 does not, but we felt the more frequent usage data is more valuable to the customer.  In the future, you will see improvements and added features in My360 that will match the functionality that WaterSmart offered. 
7. How does Franklin read the water meters?
   1. The water meter inside the home is wired to a transmitter that is placed on the outside of the home.  Franklin uses a combination of a fixed read network (capable of reading up to daily) and a drive by read system (readings once per quarter).