Customer Options
By default, smart meters transmit your energy and water usage to EWEB without the need for technicians to come to your property monthly to read meter data. However, most customers can elect to have their meters manually read.
The Account Holder is the only person authorized to make a choice among the following options:
Automatic Meter Reading: EWEB will install a smart meter with communications enabled. Communicating meters provide outage detection and other advanced services. This is the default option, does not require any action by the customer, and incurs no additional costs.
Manual Meter Reading: EWEB will install a smart meter. After establishing system connection, the meter’s communication functionality, including the radio transmission capability, will be turned off so that the meter does not transmit usage data to EWEB. This option requires a manual meter read, will include a monthly fee to be determined at a future date, and must be elected by contacting EWEB.
Account Holders may elect to have the meter’s communication functionality, including the radio transmission capability, turned off except under the following conditions:
- Customer or Account Holder has Tampered with EWEB Facilities or Diverted Utility Services.
- Customer or Account Holder has not provided safe and necessary access to meters.
- A condition on the property or conduct of the Customer, or anyone under the Customer’s reasonable control, significantly affects an employee’s ability to perform work related functions due to a protected status such as, but not limited to, race or sex.
- Account Holder is on a General Service Price Schedule.
- Customer is enrolled in a program that requires a communicating meter.
An account holder's preference applies to all services on the account. Customers who request Manual Meter Reading will not be able to receive advanced services that require communicating electric and/or water meters. Advanced services include water leak detection, automatic power outage notification, as well as access to more detailed consumption information and new pricing plans in the future.
The Manual Meter Reading option is tied to a specific account. If you move to another address within EWEB's service territory, you will need to make a new request. If your preference changes, please notify EWEB so we can update your account accordingly.
Fees for Manual Meter Reading
EWEB plans to introduce fees in 2026 for customers who choose Manual instead of Automatic Meter Reading. Fees are intended to recoup the costs of personnel, vehicle and equipment usage, and administrative overhead associated with Manual Meter Reading. We anticipate that fees will be brought to the Board of Commissioners for review and approval in 2026. Information will be provided in our standard public meeting materials and fees will be discussed and/or approved in public meetings with opportunities for public comment. For more information, see Common Questions below and read the May 6, 2026 Board of Commissioner memo.
How to request Manual Meter Reading:
- As of Dec. 2024, customers must wait until the smart meter is installed before requesting Meter Reading. The request cannot be made in advance of installation. Learn what to expect when upgrades are scheduled for your neighborhood.
- Once the smart meter is installed, please contact Customer Service at 541-685-7000 or eweb.answers@eweb.org.
If you previously requested Manual Meter Reading and would like to update to Automatic Meter Reading, please contact EWEB Customer Service at 541-685-7000 or eweb.answers@eweb.org.
Common questions about Manual Meter Reading
Will I have to pay more for Manual Meter Reading?
At this time, EWEB does not charge customers additional fees for Manual Meter Reading. However, EWEB plans to introduce fees in 2026 for customers who choose Manual Meter Reading instead of Automatic Meter Reading.
The future, estimated fees for Manual Meter Reading are:
- Enrollment Fee: $150 per premises. Applies after the fee is formally adopted each time a customer requests Manual Meter Reading.
- Routine Service Fee: $20/month per account.
The fees will be reviewed annually and officially adopted as part of the Customer Service Policy.
How are the proposed fees calculated?
EWEB rates and fees, including those related to metering, are based on the costs of service. The adoption of advanced metering technology has shifted costs away from manual meter reading toward investments in IT and technology-driven processes. These changes, including the costs and benefits, are reflected in EWEB’s Cost of Service Analysis, which informs our budgeting and rate setting.
As manual meter reading is no longer part of our standard operating model, it is now considered an additional cost. The proposed fees reflect the actual cost of providing this service, including:
- Labor Costs: Salaries, including benefits
- Transportation Costs: Vehicle mileage, fuel, and maintenance
- Systems & Equipment: Legacy systems and tools required for manual reads
- Data Processing: Administrative and system handling of manually collected data
- Opportunity Costs / Operational Inefficiencies: Impacts of disrupting optimized smart meter reading routes and resource reallocation inefficiencies
Is EWEB using savings associated with smart meters to offset costs to customers?
Yes, the cost savings from smart meters—such as reduced labor, transportation, and administrative processing—have been incorporated into overall customer rates. These efficiencies help keep rates lower for the majority of customers than they would be without smart meter technology.
Can I keep the old meter or choose the type of meter?
No. Equipment standardization is important for safety and efficiency, as it impacts people, processes, and information systems. But more significantly, analog meters are outdated technology and no longer industry standard for electric utilities.
The meter at your service address is owned and operated by EWEB. Customer Service Policy allows for the Account Holder to choose a non-communicating mode for the meter; it does not allow the customer to choose the meter type or model.
How does installation differ between a communicating meter and a non-communicating meter?
The installation process is similar. Electric meter upgrades typically take about 10 minutes, while water meter upgrades may take a little longer. Expect a brief interruption in your electric or water service while each respective upgrade is performed.
If the customer requests Manual Meter Reading, the newly installed smart electric meter will communicate only until it establishes a connection to the EWEB distribution system. This can take anywhere from a few hours to a few days. After establishing system connection, the meter’s communication functionality, including the radio transmission capability, is disabled so that the meter does not transmit usage data to EWEB.
How can I tell if the meter is set to non-communicating/Manual Meter Reading mode?
The meter will display "opt-out" as shown below.
Meter access
Utility personnel need to be able to access meters at any time, whether for maintenance, inspections, or during a power outage. If satisfactory access to the meter for exchange or other utility purposes is not provided, the Customer Service Policy authorizes EWEB actions that include the following:
- Disconnection of service
- Disqualification from the ability to elect a manually read, non-transmission meter setting
- Charge the Account Holder fees in accord with the published Schedule of Fees
