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MyH20 Questions Answered

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1. What are the new digital water meters?

The City’s new digital water meters will be installed to replace the City’s current meters. Also known as Advanced Metering Infrastructure, the digital water meters provide the City and its customers with accurate near real-time data on their individual water usage along with alerts to notify us of potential issues such as a leak. This technology will help customers gain a deeper insight and understanding on how and when they use water.

2. What is Advanced Metering Infrastructure?

Advanced Metering Infrastructure (AMI) is a system of transmitters and receivers that allow customers water usage data to be sent directly to our offices using a radio frequency signal. This will allow for two-way electronic communication between the customer's meter and utility personnel.

3. Why are we getting digital water meters?

Heat and drought tend to lead to increased water usage for customers. Whether it's watering the yard, filling a swimming pool, preventing a shift in the foundation, or watering the lawn, all can play a role in customers experiencing higher water bills in the summer. Higher water bills usually increase customers' concern over their usage and bill accuracy. To find a solution to these concerns, City Council directed Robinson staff to embark on a thorough vetting process to find the ideal technology that would empower customers to learn more about their water use while ensuring the accuracy of customers' water usage and bill. 

The digital water meters from Sensus were identified as the most cost-effective and reliable technology for this endeavor. These digital water meters are designed to help customers understand and gain insight into how and when they use water. They also provide the opportunity to determine and locate water leaks quicker, aiding in preserving this natural resource.

4. How does the new technology work?

Digital water meter readings are encrypted and sent through an automated network, using a private radio frequency (RF) channel, from the digital water meter to the utility. The meter data display looks similar to the numbers on a car odometer and has nine digits. The digits on the meter represent the number of gallons consumed down to the 1/100th of a gallon.  The last two digits can be used as leak indicators to detect water flow through the meter.

5. How will the new digital water meters benefit me?

The AMI system will provide a new customer web portal where customers can monitor their water usage more closely, allowing customers to manage their own water usage and reduce costs associated with their water bills. Some of the many benefits customers gain from the new technology include:

• The ability to track water usage and investigate possible leaks or continuous water use such as; a running garden hose, leaky water pipe, or broken sprinkler head.
• Precise meter readings and water usage data in near real time, allowing for identification of high usage and suspected leaks.
• More frequent meter reading, as opposed to monthly readings, which allows you to make necessary adjustments sooner, rather than later, to reduce and manage costs.
• Improved customer service options including; representatives who can guide you through your water usage portal and suggest cost savings tips based on your past usage patterns and trends.

6. How much will the digital water meters cost me?

The project was financed through the City’s Capital Improvement Project funds. Customers will not incur any additional cost for the digital water meters. However, these water meters are much more accurate than the previous water meters used so customers could see an increase in monthly water usage due to this efficiency.

7. Will my water bill increase?

Possibly. There are two primary reasons you might see an increase in your water bill. Traditional meters and AMI meters measure water traveling through to the home in the same way, but the improved performance of a new meter can result in a more accurate measurement of the water used due to an inaccurate older water meter or potential leaks that have gone unnoticed. Due to this, customers may notice an increase in their bill based on actual consumption. However, if your old meter was operating properly, you may not see any changes in your monthly bill. It's important to remember that higher than normal water bills can also indicate a household leak and should be investigated. The City of Robinson has some troubleshooting tips on our website: https://www.robinsontexas.org/DocumentCenter/View/1956/Check-for-Leaks-PDF

8. How will I be able to access the data on my water usage?

Customers will be setup with access to a customer web portal which they can access from a laptop, tablet or mobile device. To obtain access to the portal, customers will need to create a unique username and password. 

9. How many days, weeks, months of back data will be available?

Customers will still have access to up to 3 years of previous water usage history through their previous customer portal. However, the new AMI customer portal will keep up to 3 years of previous usage once the new system begins.

10. What types of alerts will I be able to set up?

Customers will have the ability to set up an alert to determine if there is any water loss or waste on their property. Customers will also be able to establish Billing Cycle Thresholds for additional alerts such as:

• Daily Usage Alert  – Alerts you when you are using more than a given amount in a day.
• Billing Cycle Usage Alert – Alerts you when you are using more than a given amount in a billing cycle.
• Vacation Alert – Alerts when usage has occurred at your home when you are away.

11. How secure will my data and information be?

Data from the meters is encrypted and sent through a safe and secure network to the utility databases. The meter system transmits only the water meter readings, the meter identification number, and diagnostic information to verify that the automated meter equipment is operating correctly. No personally identifiable information is stored at the meter. Only key authorized utility personnel, such as customer service representatives, can access your account if needed.

12. What if a customer wants to keep their current meter?

Our current residential meters do not have the ability to be read remotely. In order to make the conversion to Automated Metering, all meters that are not currently a Sensus meter need to be replaced so they can communicate with the new system.

13. Will there be a schedule made available on when meters will be switched for specific areas?

The City of Robinson will work with Aqua-Metric to plan meter change outs. Once a deployment plan has been established and mapped out, then Aqua-Metric will begin advancing through the city's service area to replace existing water meters. The meter exchange will take place between 8:00 a.m. and 5:00 p.m., Monday through Friday. 

14. Do I need to be present during the meter exchange service?

In most cases no. The meter is accessible from the outside of the home so the customer will not be required to be present during the exchange. The contractor will attempt to notify any occupants of the momentary water outage prior to temporarily disconnecting the water. Customers will be required to ensure the meter is free and clear of any debris or obstructions that may prevent the contractor from replacing the meter. If the meter is located within a fenced area that contains animals, we ask that all animals be secured for the safety of the animal and technician.

15. Will my water service be interrupted during the installation?

Yes, but only briefly – typically 5 to 15 minutes while the meter is being replaced. The installation technician will attempt to notify customers in advance of the brief water outage during the meter exchange.

16. Will these new digital water meters be safe for me and my family?

Yes. Digital water meters operate at much lower levels of radio frequencies than cell phones, microwaves, wireless routers, and even baby monitors. Any concerns over the safety of wireless data transmission should be directed to the FCC, as it is the regulatory agency responsible for permitting the safe use of radios.

17. Will the electronic device on the meter interfere with other electronic equipment?

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

18. What prevents someone from removing the top of the meter, where the information is stored?

Consumption and alarm data is stored within the meter and transmitter device. In the event the connection is disrupted or severed between the meter and transmitter, an alert will be sent to notify utility personnel of potential tampering. In addition, tampering can result in a $150 charge on a utilities account. Note: No personally identifiable information is stored within the meter or transmitter.

19. Will the new meters be easier to turn off for repairs?

The current city policy in place does not allow citizens to use the cut-off on the City side of the meter. Each property owner needs to have a cut-off on the customers side of the meter that they can use when repairs are needed.

20. What should I do if my water line has air or the water is not clear?

Once water service is restored, customers may experience a brief period of air, debris, or discolored water. In most cases, running cold water in the bathtub will clear the lines of air, debris, or discoloration. In the event of prolonged air or discoloration, please contact the Utility Department immediately to correct the issue by calling (254) 662-1415 or by emailing utilities@robinsontexas.org

21. What if there is a leak at the meter or problems after the meter is replaced?

Please contact the City’s Utility Department at (254) 662-1415 or by emailing utilities@robinsontexas.org. For after-hours, holiday or weekend emergencies, please call (254) 662-0525.

22. How many jobs will be lost over this new technology?

There will not be any jobs lost over this new technology. Any staff members will be shifted to other areas within the city.

23. Shouldn’t our focus be on fixing streets instead of installing new water meters?

The City of Robinson has been hard at work with over $6.48 million dedicated to city street construction since 2017 up to now. Visit www.UpgradingRobinson.com for more information on the city's investment in streets.

24. What's the difference between water usage and wastewater?

Water usage is the amount of water that flows through a customer’s meter during a billing period. Wastewater is the used water discharged from a household into the sewer system. For commercial customers the wastewater amount charged is based on the total water used. For residential customers the amount charged is based on the winter average.

25. How are tiers set?

Tiers are set with the adopted rates and will only change if the council votes for a change in rates by adopting a new ordinance.

26. How is the wastewater average calculated for residential customers?

The city takes the residential customer’s water usage during the months of December, January, and February, when irrigation is low and averages that to determine the monthly waste water charge for the next 12 months.

27. How are wastewater rates set?

The wastewater rates are set similar to the water rates. An independent contractor conducts a study to determine if current rates and rate structure provide the revenue needed to recover costs required to operate water and wastewater utility systems.