FAQs

Over the next year and with the adoption of the FY25 budget, Tyler Water Utilities will replace 11,000 water meters showing issues in accurately reading water usage, not registering consumption and not communicating the information to the Water Business Office. The meters will be replaced with a Neptune model, which feature Advanced Metering Infrastructure (AMI). AMI uses a method of communication technology to read meters remotely without having to access each meter located inside meter boxes in the ground. The Neptune models come highly recommended by several communities, including Corsicana and Frisco.  

Possibly, if your bill was not transmitting it’s recording to the Water Business Office or under-recording the volumetric use. However, bills are variable and can change each month due to the amount of water used. Your new meter will ensure you are charged for the water you use.  

No. The first phase of this program will be funded through the American Rescue Plan Act of 2021 (ARPA) and the Capital Improvement Projects (CIP) program. Future phases will be paid for using revenue generated from water consumption.

We have contracted with Tex Specialty Services and they will begin replacing meters on Aug. 19, 2024. We will replace 8,000 meters identified for issues with accuracy and reliability; this phase is expected to take one year to complete. Going forward, TWU will work annually on a meter replacement schedule until all remaining customer meters are updated to the new Neptune models. 

Replacements will be done in order of the billing cycle, starting with cycle one in the northeast quadrant of Tyler. 

We have contracted with Tex Specialty Services for this project. They will come to your residence and replace your meter. The water meter will be checked to verify that water is presently not in use. If no water is being used, the meter will be replaced. There will be an interruption of service for 30 minutes to an hour during the replacement. After the meter has been replaced, your service will continue as normal. In many cases, the transition will be completely inconspicuous and will not affect the residents.

If a meter is showing use, Tex Specialty Services crews have been asked to wait and not disrupt service. If it is the last day they plan to work in an area, they will likely come back later to see if usage has stopped so they can switch out and complete the area. If they plan to be there for an extended period, it may be a few days until they return.

In most cases, it’s a simple procedure that will take 30 minutes to an hour.

No, all meters in our City are located outside of homes.

In most cases, it will not be necessary for anyone to be home. The majority of the work will take place near the street in the meter box.

AMI stands for "Advanced Metering Infrastructure." It is a communication technology method to read meters remotely. Advanced meter systems allow for more accurate and faster collection of water usage readings.

Yes. Data transmitted from the meter through the system is encrypted through the entire process.

At this point in time, the crews are working solely on the installation of the meters and data collection system. Once we’ve tested to ensure hardware and software is working properly, we’ll make the data system and all its resources available to the public. We do not currently have an estimate for when this will launch, but information will be provided when we do.

In the meantime, the newly installed water meters will work with our current system, and residents can expect water billing to continue as usual.

Your new meter does not require any maintenance by the homeowner. As before, the City will take care of all maintenance. Please note that your new meter has transmitting technology which automatically sends usage information to our offices. Damage to the transmitting equipment will send an alert to the Water Utilities department prompting an inspection. Please take precaution when caring for your lawn near the lid mounted transmitter.

Verification of the transfer will begin with serial number documentation and data recording. Before the existing meter is removed, the technician will record the actual accumulated consumption numbers, as well as the serial number and property address. The new meter will then be installed.

The bar codes on the new meter and transmitter will be scanned linking that meter with the property address and customer account. Duplicate bar code stickers will be included with the other old meter data in each property file. Once the new meter is activated, usage will begin recording automatically.

In rare instances, the main cutoff valve to your home may be left off. This will occur when the installation team is not able to pressurize your home following the installation. The normal cause of this condition is when an inside spigot is opened during the installation and subsequently left open. The water is not turned back on to ensure a sink or bathtub does not overflow with the resident not home to turn the water off. In these cases, your water will be left off and a notice will be left on your door providing you a point of contact to call to have your water turned back on.

No. The radio transmission operates in compliance with the Federal Communications Commission (FCC) regulations to avoid interference with other electronic devices.