Aguakan Lays Out Its Official Channels to Report Leaks and Bill Disputes in Cancun
The utility centers phone service, a virtual office, online payments and social media for water-service procedures in Cancun, Puerto Morelos, Isla Mujeres and Playa del Carmen.
Aguakan, the concessionaire that runs potable water, sewage and sanitation service in Cancun, Puerto Morelos, Isla Mujeres and Playa del Carmen, funnels its most-requested customer procedures through a handful of official channels: reporting a leak, disputing a high bill or paying for service without visiting a branch, according to information the company itself publishes.
For phone assistance, the utility runs two lines split by region. The number (998) 891-4860 serves customers in Cancun, Puerto Morelos and Isla Mujeres, while (984) 873-0145 covers residents of Playa del Carmen. Both numbers correspond to the customer-service lines Aguakan currently lists on its official site.
Beyond the phone, the company runs a virtual office where users can check their account balance, review monthly consumption history, download bills and set up electronic billing by email. The same platform includes a meter-check request, useful when a charge does not match a household's usual consumption — a formal way to challenge a bill before an unpaid balance builds up or the account is cut off for nonpayment. Online payments, in turn, are processed through Aguakan's payment portal, with no need to visit a branch in person.
To report a leak on a public street or a service interruption, Aguakan says it also takes reports through WhatsApp and its official social media accounts, which also carry notices of partial outages and scheduled maintenance cuts. The company's guidance is to include the exact address of the affected spot, which speeds up how quickly field crews respond.
The information carries practical weight for Cancun, where urban growth and the age of parts of the water network translate into frequent leaks on streets and in residential developments. Knowing the official channels, rather than relying on a single number, lets a report go out through whichever route is fastest at a given moment, and gives residents a concrete tool to verify whether a charge matches their actual consumption before paying it or filing a dispute.
Aguakan operates under concession in several municipalities across northern Quintana Roo. Residents who spot a visible leak on a street, sidewalk or common area can report it through any of these channels; responding to failures in public infrastructure is part of the service the company is required to provide, regardless of whether the affected property is current on its payments.
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The utility said on July 26 that voltage swings in the CFE grid are shutting down wells and booster stations, disrupting service in several parts of Solidaridad.
Phone numbers by zone, the virtual office, what details to give and what to do during an outage. Everything you need to solve a water problem in Cancún and the Riviera Maya, in one place.
Aguakan says electrical fluctuations on the CFE grid disrupted wells and pumping stations serving Benito Juarez, Puerto Morelos and Isla Mujeres, with a gradual recovery expected.