Meter Service
Occasionally, water meters need to be serviced and residents will be asked to allow a City service technician to enter their home and make the necessary repairs.
Common problems that may need serviced include:
- Meter Communication Failure occurs when the data from the meter is not transferred to the City. This could be a programming or wiring issue.
- Zero Consumption is flagged when a dwelling does not show that any water has been used. While we appreciate efforts to reduce water consumption, it is abnormal for there to not be any use whatsoever.
- Empty Pipe indicates that the meter may have been removed or tampered with.
- Magnetic Tamper indicates that the meter may have been tampered with.
- Flow Concern indicates that the flow of water is either extremely high or extremely low.
If the Department of Public Utilities is notified that something isn't working right on your smart meter, a customer service rep will reach out through the phone number on file.
Residents who do not respond to the phone calls will receive a dated notice left at their front door requesting that they call to schedule an appointment. If residents do not respond or schedule an appointment, their water will be shut off on the date listed on the notice.
We do not wish to shut off your water. The best way to avoid that is to call customer service and schedule a time for a service technician to inspect your meter. If your water is shut off, you will be able to schedule an appointment immediately.
Call 419-245-1800 from Monday through Friday, 7 a.m. to 5:30 p.m.
Meter Exchange
To schedule your meter exchange, call 419-245-1800 from Monday through Friday, 7 a.m. to 5:30 p.m.
What do I need to do to prepare for a service appointment?
A few simple ideas to help streamline the installation process:
- Inform family or tenants of the installation time and date.
- Leave areas adjacent to meter locations free and clear.
- Secure pets away from the water meter.
What will change with my new meter?
Once installed, it may be several weeks before your smart meter is fully activated, but your usage will still be measured and available from the meter visually. This delay will allow time to ensure the system is fully functional and the meter is communicating reliably with the city’s data network.
How is the installation done and how long does it take?
During installation, meter technicians will interrupt water service for approximately 60 minutes at each customer’s location. Before leaving the property, crews will run 10 gallons through the system to verify positive consumption and open a faucet within the location to flush out any sediment.
When can installation appointments be scheduled?
Appointments are scheduled for a two-hour window Monday through Thursday, 8 a.m. to 6 p.m. and Fridays from 8 a.m. to 4 p.m.
Will the installer call to tell me when they are coming for my appointment?
When scheduling your appointment, you may request a call ahead if you would like to be notified that the installer is on their way.
Will I be charged for this new service?
No, there is no additional cost for the new smart meter.
What will happen to my bill after the meter is replaced?
Installation of the AMI transmitter will not affect your bill. In some instances, if your water meter needs to be replaced, a new meter is more accurate than the old meter, so your bill may change to reflect the accurate measurement of your water use. It will take at least one billing cycle for your bill to reflect the new meter reads.
Can I opt-out of the meter upgrade?
This meter replacement is mandatory and there is no option to opt-out. All water meters must comply with requirements and specifications established by the Department of Public Utilities per Toledo Municipal Code Chapter 937.
If you do not schedule your meter replacement within the timeframe given, you will receive a 5-day notice of disconnection on your door. The notice will provide instructions of what needs to be done to avoid water shutoff.your water service will be disconnected.
About Smart Meters
Learn more about the benefits you can expect from your new, upgraded meter.
About the Meters
Toledo's smart water meters provide accurate water usage measurements, improve the reliability and sustainability of our water system, and reduce overall cost for residents.
What are smart meters?
Smart meters are water meters that measure and communicate water usage to the City of Toledo’s Department of Public Utilities without requiring a manual read. They are a key component of our new Advanced Metering Infrastructure (AMI) system.
Why did the city install smart meters? What are the benefits?
The city is in the process of upgrading its technology to better serve customers. Smart meters offer several benefits for both customers and the city, including more detailed water usage information and the ability to address issues more quickly and effectively. The new smart meters help us operate more efficiently and pass on benefits to customers, including the following:
- Improved customer service and support.
- Eliminating estimated billing.
- Detailed hourly usage data captured from the previous day is available to customers online.
- Data to help resolve billing and usage questions.
- Faster service for customers who open and close accounts.
- Better data allows staff to plan, construct, and optimize the water distribution system.
- Ability to measure and target new water conservation programs.
How does the city know these meters are accurate?
The meters are tested by the manufacturers and comply with the American Water Works Association standards.
Is my privacy secure?
Yes, measures are in place to ensure your information is secure and always kept safe through data encryption.
How does the AMI system work?
It uses a radio network to transmit customer usage data, allowing electronic reading and eliminating the need for visual inspection. Towers are being constructed to transmit data on a private network owned by the City of Toledo.
Will the AMI device’s radio signals affect the operation of electronic devices in my home?
No, the device’s radio signal is similar but significantly weaker than that of a cordless phone.
How can I access the data provided by the new meters?
How long will my meter work?
The life expectancy of the devices installed in the field is 20 years. Periodic inspection and maintenance will be performed to ensure all devices are performing as expected.