Residents will receive a mailer regarding the upcoming water meter replacement, followed by a door hanger reminder one to two weeks prior to the installation. (Katecey Harrell/ Tyler Morning Telegraph)

Tiffany Dunkley is no stranger to calming the waters at Tyler Water Utilities (TWU).

“We’re there to try to help and see why the bill has changed,” said Dunkley, water business office supervisor. “A lot of times, people don’t realize how much water they’re using, just for simple things like running the dishwasher or washing clothes, or if their toilet is running.”

The city of Tyler has noticed a gradual increase in meter issues over the past few years.

Mid August, TWU crews began the first phase of a $3.45 million dollar project to replace more than 11,000 residential water meters in Tyler. The project will take place over one year and steadily improve water usage readings, consumption and communication to the business office.

As of Sept. 25, 605 meters were replaced, according to the city.

Handling upset customers is routine, said Dunkley, but she hopes Tyler’s water meter replacement project will reduce billing complaints with more accurate readings.

Reading a water meter means measuring the amount of water that has passed through the meter to determine water usage. This can be done manually by inspecting the meter dial or digitally through remote technology that automatically transmits data to the utility company.

Accurate readings help in billing customers for their actual water consumption. Consumption refers to the volume of water used by a household or business. This includes all water used for various purposes, including drinking, bathing, cooking, clean and irrigation.

“The meters that are being replaced are having issues either communicating the reading to our billing software or the reading is malfunctioning,” TWU project engineer Jacob Yanker said.

Water meters can face two main issues: failure to transmit and does not register (DNR).

Failure to transmit occurs when the equipment malfunctions, preventing data from reaching the water business office. DNR means the meter stops recording water usage, resulting in consistent zero-consumption bills.

In such cases, the water business office estimates consumption until the meter is replaced.

The city has identified about 1,554 active meters that are not registering consumption, meaning they show the same reading each month. Further investigation is needed, as some may belong to vacant buildings. If a building is not vacant and the meter still isn’t registering, the city estimates usage based on the average from the same three months of the previous year.

“Once we come across that and we notice it, we do estimate the bill, and that’s per the ordinance,” Dunkley said. “They’ll call because now they’ve gone from a zero consumption bill to an estimate and so we let them know that we are basing it off of their previous year’s history.”

The water business office will estimate consumption until the meter is replaced.

After replacement, customers may see higher bills reflecting actual usage. Meters can be deemed DNR if they slow down, if the numbers get stuck, if the register detaches from the base or if the meter face is broken.

The register sits on top of the meter and displays the amount of water that has flowed through it. It can be either digital or analog and functions similarly to a car’s odometer.

For customers receiving zero or low consumption bills who suddenly see a higher bill, Dunkley advises them to reach out. The previous meter might not have recorded all the water used, which is why the bill is now higher.

Some residents only want to hear what they expect, which can leave them unhappy. However, Dunkley said they have a set process to follow when addressing questions about water usage.

First, the team tries to pull the data electronically from the meter. If it’s not transmitting, they will send someone to take a visual reading to confirm the billed amount. If the reading is the same or higher, it verifies that the bill is correct.

While on-site, they also check the meter for movement to see if there’s a leak. If there are no signs of a leak, they inform the resident. They cannot explain how the water was used on the property, as they don’t have access to that information. They clarify that while they can’t determine usage details, they do confirm that the water went through the meter.

They will also review the account to quickly check if the meter was replaced.

“Keep in mind that prior to that meter being changed you were in essence getting free water,” Dunley said. “Now you’re being billed for everything.”

The meters being replaced use AMI (advanced metering infrastructure) and AMR (automatic meter reading) technology. This means they can be read remotely, either by a vehicle driving by or through a more advanced system that collects data wirelessly. This technology allows for more accurate and efficient readings without needing someone to manually check each meter.

Some residents have expressed concerns that human meter readers might be more accurate than technology. However, Yanker disagrees, emphasizing that the Neptune T10 meter is a reliable choice with an expected lifespan of 15 to 20 years.

It has been thoroughly tested by various municipalities across the state. Feedback from cities like Waco and Frisco has been positive, with both highly recommending the meter and its reading infrastructure.

Meters provide important services to the community, Yanker said. The city has been replacing meters annually using revenue generated from water use.

Originally the city planned to replace 8,000 meters, with an increase in American Rescue Plan Act (ARPA) funds, they can replace a large number of meters more quickly.

The federal funding allows the city to expedite replacing more meters than its annual replacements by covering the costs instead of passing them on to TWU customers.

While ARPA funding covers part of the cost, the remainder is included in the 2025 budget.

Going forward, TWO will spend $700,000 annually on a meter replacement schedule until all remaining customers’ meters are updated to the new model. Future phases will be paid for using revenue generated from water consumption.

Crews are working from 8 a.m. to 5 p.m. Monday through Friday, with after-hour possible if work is delayed for weather or unforeseen circumstances. Customers can expect about a 30-minute to an hour disruption in water service while the meter is being replaced.

If a meter is showing use, crews have been asked to wait and not disrupt service.

The city partnered with contractors Tex Specialty Service and Core and Main for the meter replacement project. All workers will wear construction attire, including safety vests, and their trucks will be marked with the logos.

To inform residents about the water meter replacement, they will receive a mailer notifying them of the upcoming change. This will be a long-term notice. Additionally, about one to two weeks before the replacement, a door hanger will be placed on their door as a short-term reminder.

“Keep in mind to please be patient,” Dunley said. “We have about 37,000 customers, and there’s 10 of us in the office. I know a lot of times people call and say they’re having to wait on the phone. Yeah, just be patient.”

For more information, visit the Water Meter Replacement Program page on the City of Tyler’s website.