Smart Meter FAQs
Why did Waterworks undertaking this effort?
Waterworks conducted a system-wide upgrade to enhance customer service and deliver more cost effective efficient service. Smart meters help conserve water and ensure a better water future. Working with our customers is the best way to reduce water use, improve the reliability and sustainability of our water system, and minimize costs. Smart meters provide an outstanding foundation for strong collaboration with our customers.
Whom do I contact with questions about the meter?
You can contact our customer service at 757-926-1000 or email wwcs@nnva.gov.
Is my account information and meter data secure?
Protecting your data is a top priority. Access to account information is restricted to authorized Waterworks personnel who need the data to perform important functions, including billing and customer service. Just like the old water meters, the new smart meters collect how much water you use. The main difference is that the new meters collect more data throughout the day. No customer-identifying information such as names or addresses are stored in the meters or transmitted across the network. Like the advanced methods used in internet banking and ATM machines, the new meter reading system uses proprietary protocols, transmitting data to Waterworks over a wireless network with multiple layers of security incorporated throughout the system. These measures are tested and reviewed regularly.
How will I know that you have my reading and not someone else’s?
Each radio frequency device has a unique identification number, which is transmitted along with the meter reading. The unique number is compared to your account record electronically to ensure a match.
Why did my water bill go up?
Older mechanical meters tend to lose accuracy as they age and, therefore, may not accurately measure all the water being used. All the new meters are tested prior to delivery by the manufacturer to ensure that they register properly. If you see a higher bill immediately upon the new meter installation and you have not changed your water use pattern, it is likely the old meter was running slow, or that you have a minor leak that wasn’t registering correctly through the old meter.
Does this mean no more meter readers?
Yes. However, Waterworks staff will continue to visit the meter box for routine service, maintenance, or repair. We will continue to respond to water emergencies.
Can I cover up the meter?
No, access needs to be available at all times. There will still be instances when meter technicians will visit the meter on site to perform routine maintenance or verify high readings. Obstructions to the meter box are subject to removal by Waterworks personnel. As the meter box will be opened less often, kindly make an effort to maintain the lid's cleanliness.
Has this new smart meter equipment been tested for accuracy and reliability?
Yes, smart meters come pretested along with results directly from the manufacturer. The radio device will be tested regularly for accuracy during the meter collection process.
Will the communication system interfere with home equipment?
All communication equipment used for smart meters meets criteria set by the FCC. The smart meter and its system operate on their own frequency and should not interfere with any equipment inside a home or business.
Do I own the meter?
No, the smart meter is owned by Newport News Waterworks, the same as your previous meter.
Why is the meter box secured?
Water meters are secured to allow the lighter weight composite lids to stay securely in place. We do not want a situation when non-secured meter lids float off during heavy rain and create a hazard for people and animals who could accidentally step into the opened meter box. In the event of a water emergency, it is important to know the location of the water shut-off valve for your home. Many homes have a master shut off (much like your main switch for your electrical power) if you do not know where your master shut-off is located or do not have one, you may want to consult with a plumber.
If you have an emergency that is causing property damage, you can email wwcutoff@nnva.gov (24/7), call a representative Monday-Friday 8am-5pm at 757-926-1000 or after hours and weekends 757-234-4800. A Waterworks representative will attempt to remotely turn off your water when you are ready, and remotely turn your water back on.
Now that the smart meter box is secured how do I turn off my water in an emergency, or when plumbing work is needed?
In the case of an emergency, it is important to know the location of the water shut-off valve for your whole home. Many homes have a shut off valve located within their home. If you don’t know where your valve is, you may want to consult with a plumber. If you do not have a shut off valve in your home and experiencing property damage, email wwcutoff@nnva.gov and a representative will attempt to remotely turn your water off and on.
Can I purchase and install or remove the meter?
No, it is illegal and unsafe to do so. Waterworks owns and maintains the metering equipment. Removing or tampering with meters creates a safety issue, which may result in termination of service and is considered a crime. If done improperly, it can result in serious injury.
Safety and Privacy
Privacy and Security
Advanced meters pose little to no risk to your privacy and security. Usage data transmitted across the network is encrypted using industry standard processes and technologies. Private customer data is not transmitted to or from the meter.
Health and Safety
All smart meters are specified, manufactured, installed, and accessed by trained and certified engineering and electrical professionals in compliance with industry safety and manufacturing standards including the Federal Communications Commission (FCC).
The new water meters emit less radio frequency energy than many other commonly-used wireless devices, like cell phones, baby monitors, satellite TVs, and microwaves that are used daily by millions of people. Radio frequency moves through space at the speed of light. The new water meters use low-energy radio frequency waves to transmit information from 100 ft to a couple miles, and typically, in short bursts throughout the day.
