MyWater Meter Change

City Utilities and MyWater

City Utilities is excited to announce MyWater, our latest program, which includes a new MyWater online customer portal and a city-wide meter replacement for all customers. MyWater is foundational to offering these new services.

MyWater is a resource to help you better understand and manage your water use. You can access all your water information as soon as it becomes available.

New Water Meter

Our meters are reaching the end of their useful-life. Fortunately, we’ve been planning for this for a long time and the meter replacements will be at no additional cost to customers. We’ve selected the latest leading-edge technology to exceed customer expectations for the long-term. Our new meters will wirelessly deliver usage information and alerts. As a result, City staff will no longer need to drive to customer premises for meter reading, leak detection and other routine activities. The MyWater meter replacements are expected to be completed within the next couple of years. Please see the “Meter Replacement Process” section below for further information.

The meter replacement process will take approximately 30-minutes under normal conditions and may cause a brief interruption in service.

To ensure a smooth replacement process, we need our customers to:

  • Follow the instructions on your meter replacement notice to schedule an appointment immediately.
  • Clear the area surrounding the meter so installers have easy access.
  • Ensure that someone 18 years or older is present during the meter replacement.

All customers will receive a letter from City Utilities prior to installers working in their area. We will also mail a reminder post card and leave door tag as a final notice for customers to schedule an installation appointment.

Meter installers will be dressed in uniform and have identifiable signage on their vehicles. If you have any further questions about the meter replacement, please do not hesitate to contact City Utilities Customer Support at (260) 427-1234.

Program Benefits include:

Improved customer service and satisfaction

With new tools, City Utilities can provide faster response times and more information to answer common questions.

Customer empowerment and cost control

Customers can effectively manage their usage and receive push notifications including leak and high bill alerts by utilizing the new MyWater customer portal.

Proactive customer notifications

Customer service representatives can more readily notify customers and troubleshoot problems such as high bills due to leaks, breaks and other common issues.

No cost to customers

These new tools and benefits are available to City Utilities customers at no additional cost.

Visit the MyWater Customer Portal!

Frequently Asked Questions

Program Information FAQs

What makes the new meter different from the previous meter?

Both meters measure and deliver water usage data through a wireless connection to your meter and radio transmitter. However, the old meter required City Utilities to drive by your home or business every month in order to wirelessly download the meter reading. The new meter uploads the water usage directly to the utility using a similar wireless connection without needing to drive by your property. This eliminates our need to spend valuable resources on fuel and transportation, allowing City Utilities to continue our mission to support public safety, public health, and enhance regional economic development by delivering high quality, affordable water, wastewater and stormwater services, in ways that protect the environment.

When can I expect my meter to be replaced?

Meter replacements began in Fall 2021. The program is scheduled to take a few years to be completed. Customers will receive notice to schedule appointments when installers are working in their area.

What are the program benefits?

All customers will receive a meter replacement at no additional cost, with the added benefits of:

Improved customer service/satisfaction
Faster response times, more informed customer service, averted high water bills and leaks/breaks, improved public messaging and higher perception of staying current with technological improvements will improve customer service/satisfaction.

Customer empowerment/cost control
Customers can now effectively manage their usage and receive push notifications including leak and high bill alerts by utilizing the new MyWater customer portal.

Proactive customer notifications
Using interval consumption data and on-demand readings, customer service representatives can more readily notify customers and troubleshoot problems.

Will I have access to my usage and billing information?

Yes, customers can access their information through the MyWater Customer Portal. This new tool includes features which can help customers monitor high bills, provide daily usage information and leak alerts, as well as other important water service notifications.

Does City Utilities provide an opt-out program?

No, this is a mandatory meter replacement and there is no opt-out program.

Installation FAQs

Do I need to make an appointment for the meter replacement?

Yes, customers are required to schedule a meter replacement appointment once we notify you that installers are in the area. Once the appointment is set, remember someone 18 years or older must present during the meter replacement and the area surrounding your meter must accessible to installers.

Will I receive advanced notice of the meter replacement?

You’ll receive a letter and post card in the mail as well as a door hanger reminding you to schedule your meter replacement appointment. Be sure to schedule your appointment as soon as possible to avoid penalties.

During which hours will the meters be installed?

Monday-Friday from 8:00 a.m. to 5:00 p.m.

How long does it take to replace the meter?

The meter replacement typically takes 30 minutes.

Why are installers taking photos of the meters?

All installers are required to take a few photos to assist with record keeping purposes.

What happens if I am not responsive in scheduling an appointment?

If an appointment is not scheduled and the meter replacement is not completed, you will be subject to disconnection and fees.

Will the installation of the new meter disrupt my water service?

You may experience a brief interruption of service during the replacement for approximately 30 minutes. After the meter replacement, please run the bathtub or an outdoor spigot for a minute to remove any air that has accumulated in the line.

I'm not happy with the installation service. What should I do?

Please contact City Utilities Customer Support at (260) 427-1234.

Other Common Questions

Will my utility account information remain private?

Yes, we will continue to use encryption and other cyber security measures to keep account and personal information confidential. No personally identifiable information is collected or communicated. Only usage information will be sent to City Utilities with this replacement.

Will City Utilities still need to access the meter?

Yes, we still need access to the new water meter, which is property of City Utilities. However, since meter reading and troubleshooting can be done remotely in most instances, we do not expect to need access to the meter as often.

Will City Utilities charge an added cost for the MyWater?

No, these beneficial new technologies are being offered to customers at no additional cost.

Is the new technology safe?

Yes, the technology we selected exceeded health and safety standards set by the Federal Communications Commission (FCC). Specifications for the new technology is available here.

Where can I find more information on MyWater rules and regulations?