Common Questions about Smart Meters

Smart meters are a part of our effort to provide customers with better service and more choice and control, while keeping services affordable. Some services will be available following the meter upgrades, while others will be available in future years. We will let you know more about products and services as they are developed.

Better service

• EWEB smart water meters can help protect your property by detecting water leaks, saving you money and hassle.
• EWEB smart electric meters will help us respond faster to restore power after an outage, and can help prevent future outages by giving our staff better insight into the performance and health of the electrical system.
• Customers with smart meters will also have the benefit of remote meter readings. You will no longer need to provide a meter reader access to your property each month.
• Stopping, starting or transferring your utility service is made simpler with smart meters. In many cases, we won't have to send an EWEB representative to your home or business.

More choice and control

• In the future, you will be able to make informed choices about how and when you use water and electricity in your home or business by reviewing detailed usage data and setting up usage alerts to better control your bill. 
• Smart meters will allow EWEB to offer flexible pricing plans (expected to be available in future years) to match customer budgets, lifestyles and needs. And as systems are developed we will also be able to provide new payment solutions that give customers more choice over how and when to pay bills.

Keeping services affordable

• The ability to synchronize our power supply with customer demand will help keep generation and distribution costs down. Smart meters help us project how much power we need at any given time so we can make infrastructure and power supply investments that align with our affordability initiative.
• With more information we can perform targeted preventive maintenance resulting in fewer unplanned water or power outages outside of regular business hours when the cost of such repairs is increased.

Smart meters have been installed in more than 71 million homes and businesses throughout the United States. EWEB has been studying smart meters for almost two decades and we are confident the technology is mature and the meters meet our high safety and security standards.

Smart meters are an important piece of our efforts to modernize the electrical grid and water distribution network to create more resilient and efficient systems.

No. There are no additional fees to EWEB customers for upgrading to smart meters.

Smart meters gather electric and water usage information and transmit that data to EWEB using a low-power radio over a secure wireless network. The meters can also receive communication from EWEB, which allows for remote connection and disconnection of service. The information is sent using short radio transmissions similar to a text message sent from a cell phone.

Electric meters transmit data hourly, and water meters transmit every four hours. The messages sent by the meters are each about the size of a cell phone text message and help ensure that EWEB receives the complete information it needs to provide advanced services to customers. As EWEB approaches full deployment, we will be tuning the network to reduce any communications not needed for operations.

Smart meters use low-watt radio frequency to transmit whole-house electric or water usage — the same information that existing meters gather. No other data is collected, which means that no personal information, such as name or address, is gathered or sent via the secure wireless network to EWEB. The meters use multiple layers of security, including the same type of data encryption used by the online banking industry. EWEB conducted third-party cyber-security tests to verify the system and we are satisfied with the security. 

Just like many everyday devices such as baby monitors, cell phones and WiFi routers, smart meters communicate using radio signals. Smart meters result in much lower levels of radio frequency exposure than many of these common household electric devices. In fact, exposure levels are many times lower than with a cell phone held to the ear.  

Radio frequency emissions from smart meters are far below the limits set by the Federal Communications Commission (FCC). The smart meters we are installing fully comply with FCC health and safety standards. EWEB referenced many third-party resources that provide peer-reviewed medical research, like the American Cancer Society and the National Institute of Health for additional information regarding health impacts of smart meters.  In addition, EWEB found no known standards or regulations that are not in alignment with EWEB's intended deployment of smart meters.

We will upgrade all of our electric and water meters by the end of 2025, with the exception of our McKenzie River service area. We began the installation schedule in late 2018.

The hilly, forested topography of EWEB's McKenzie River Valley service area (including Thurston, Walterville and Leaburg) is not compatible with the smart meter communication equipment that EWEB has installed in the Eugene portion of its service area. We are continuing to explore cost-effective ways to provide advanced services to the McKenzie River Valley.

Yes. EWEB has created an opt-out program for customers who do not want to upgrade their services. 

In order to opt out, you must be the account holder at the address in question. An account holder's preference applies to all services on the account. Customers who opt out 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, access to more detailed consumption information and pricing plans. 

To opt out of advanced services, please contact Customer Service in one of the following ways:

• Email eweb.answers@eweb.org
• Call 541-685-7000 

The opt-out preference is tied to a specific account. If you move to another address within EWEB's service territory, you will need to make a new opt-out request. If your preference changes, please notify EWEB so we can update your account accordingly.

At this time, EWEB will not charge opt-out customers any additional fees. Once meters are upgraded throughout our service territory and we better understand the actual costs of manually reading meters for a small group of customers, additional fees may apply to recover those costs.

All meters will be replaced with a new smart meter. Meters documented as "opt-out" will be set to a non-communicating mode.

Customers who choose to opt-out of advanced services will receive new meter(s) with the radio disabled through a setting within the meter's operation. With the radio turned off, the meter is unable to send usage data to EWEB's network.