FAQs

What if my meter is located behind a fence or a wall and is not accessible?: Please call the toll free PMI customer service line at (855) 620-7993 to make an appointment for the necessary work to be completed.

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Water-SMRP

1. Why are water meters being replaced?: Many meters in the County system are old and due for replacement. Upgrading these older meters will provide more accurate water use data for our customers and for the Department of Water Supply (DWS).

2. Are all meters being replaced?: No, only those water meters that are 2” or smaller and that are more than 9 years old. Both residential and commercial meters that fit this criteria are scheduled for replacement. We are estimating approximately 26,000 meters will be replaced over a four (4) year period.

3. What else is being replaced?: All meters that are smaller than 2”, irrespective of age, will also receive a new cellular transponder which sits atop the water meter. These new transponders will allow DWS personnel to read meters using cellular tower infrastructure making meter reading and leak detection more efficient. Additionally, customers will be able to establish an online account through the DWS website that will allow them to monitor their own water use in real time over the internet.

4. Are these new meters considered “smart” meters?: These new meters, in combination with the new cellular transponders, comprise an Advanced Metering Infrastructure (AMI) system. They are sometimes referred to as “smart” meters because of the ability to read the meters remotely.

5. Is DWS personnel installing the new AMI system?: No. The new meters and cellular transponders are being installed by Professional Meters, Inc. (PMI) under a contract with DWS.

6. Will I need to be home when this new equipment is installed?: No. If your water meter is readily accessible, PMI should be able to remove and install the new equipment in 15 minutes on average.

7. What if my meter is located behind a fence or a wall and is not accessible?: Please call the toll free PMI customer service line at (855) 620-7993 to make an appointment for the necessary work to be completed.

8. Will my water bill look different?: No. The look of your water bill will remain the same. As always, should you have a question or concern about your water bill, please call DWS Customer Service at (808) 270-7730.

9. Am I going to be charged for this AMI system?: No, the costs of the AMI upgrade is being funded through current water rates.

10. How do I sign up to review my own water meter usage?: DWS will be providing the “Eye On Water” feature that will allow customers to sign-up online through the DWS website so they can view their own water meter use. This new feature will assist with leak detection and water conservation. Only customers that have had the new cellular transponders installed will be able to establish an “Eye On Water” account. DWS expects to have this feature available for use by the end of summer 2020.

11. Is my privacy secure?: Yes, measures are in place to ensure your information is secure and kept safe at all times through state-of-the-art data encryption.