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Frequently Asked Questions


What is a water meter? How does it differ from a transmitter?

  • A water meter is a device that records water consumption. Your water meter is connected to a transmitter, which takes consumption information and sends (transmits) it to a remote reading device that collects this data. This information is then used for billing purposes.


Where is my water meter?

  • The water meter is usually found in the basement, near the main water shut-off valve. This shut-off valve is located where your water service line comes into your home. Again, this is usually in your basement. If you are having trouble locating the water meter, you may want to check your furnace room, utility room, or near your hot water tank.


Why am I getting a new meter? Why isn't my neighbour?

  • The typical life of a meter is 10 to 20 years. Like most mechanical devices, they eventually need to be replaced. In other cases, municipalities can decide that it is time to upgrade the meter so that it is compatible with the latest meter reading technology.

  • In either of the above cases, the municipality will carefully select which meters need to be replaced or upgraded. Not all homes in your area will have meters that need to be changed. For more information, please contact your local municipality.


When do I have to book my appointment?

  • You will be notified when Neptune is in your area via an Appointment Notice sent directly to your home or commercial building. This Notice might be a letter or a pamphlet. When you receive the Notice, please schedule your appointment as soon as possible.


I've noticed something hung on my door? What is it?

  • Neptune uses a variety of door tags to communicate with homeowners. Most often, door tags are used to indicate that you still need to book your appointment or that you have missed a scheduled appointment. It is important to read your door tag carefully to know what actions you need to take.


Will I have to pay for the meter or for the installation work?

  • There is typically no charge for a water meter or for the installation of one. In instances where there is a charge, payments will be handled through your municipality. Installers associated with the project will not ask for money from homeowners for any reason.

  • It is important to note, however, that homeowners are responsible for ensuring that their internal water pipes are in good condition and the meter is fully accessible in order to facilitate installation. As part of this responsibility, homeowners may have to incur costs associated with preparing the meter area for installation. For additional information, refer to municipal water by-laws or contact your municipality directly.


How much space around the meter does the installer need to complete the work?

  • The installer will require a clear walking path to the meter area, as well as enough space to kneel down comfortably in front of the meter, with a small tool bag at his/her side.


My water meter is installed behind drywall. How can I ensure that the meter is accessible enough to complete the work?

  • To remove your current water meter, the installer will need to loosen the nuts on either side of the meter using a pipe wrench or a pair of channel locks (as seen below).

  • In order to do so, a 15”x 15” access hole is required. If authorized by your utility, Neptune installers are trained to cut into drywall neatly and precisely. Once the installation is complete, this hole can be covered using an access panel that can be found at most local hardware stores.


I live in an older home, with the original plumbing. Do your installers work on old pipes?

  • Prior to commencing any work, the installer will inspect the plumbing to ensure that it is in suitable condition to handle the stress of the work required. If it is determined that the plumbing is not in good enough condition, the installer will recommend upgrading the service line to current standards. Any costs associated with this would be the homeowner’s responsibility.


What is a crawl space?

  • A crawl space is an area of limited height, typically found under your floor or roof.

  • Water meters can occasionally be found in these spaces, or an installer may have to pass through such a space to gain access to the water meter. If the entry access to your water meter is less than 4 feet from floor to ceiling, the installer’s entire body needs to enter the limited space to complete the job.

  • It is vital that you let Neptune know beforehand if this is the case for your water meter. This will help the installer come prepared so that the required safety protocols are in place while the work is being completed.


What kind of work is involved on the outside of the house?

  • Most water meters are connected by a wire to a transmitter on the outside of the home. Please see below for images of what this may look like. Once the meter and the transmitter are installed, your municipality can obtain transmitted consumption data using reading equipment, without entering your home.

  • A newer version of this transmitter may be installed as a part of the water meter replacement or upgrade. In some cases, this may also require the installation of a new wire. This wire would connect to the meter inside your home.


Will the technician come inside my home or business for the installation?

  • Yes. Water meters are located inside, typically in the basement of homes or commercial buildings. The technician will enter the home or commercial building to replace the meter and/or change the wiring that connects the meter to the transmitter. The transmitter will typically be installed outside the home or business. The full scope of work will be determined by the technician and communicated to you prior to commencing work.


How can I verify my technician’s identity?

  • All technicians will be driving a vehicle with Neptune decals and will be in uniform. Uniforms consist of:

    • A “Neptune Technology Group” shirt
    • Work pants and safety boots
    • A Neptune ID Card, which will be displayed in plain sight

  • A Neptune ID Card resembles the following:

  • If you are unsure of the technician’s identity, please call Neptune at 1-800-667-4387.


What kind of technical background and training does my installer have?

  • All installers are certified and trained to install water meters as per local guidelines.


Will an installer ever show up to my home without an appointment?

  • Yes, it is possible. If an installer is in your area and the municipality has granted Neptune authorization, he or she may attempt to knock on your door and offer to do an installation with no scheduled appointment. If you are uncomfortable with this situation, simply tell your installer you would rather schedule an appointment. Alternatively, you may request to see the installer’s identification. You can also call Neptune at 1-800-667-4387 to confirm an installer’s identity.

  • Under no circumstances will an authorized Neptune installer ask you for money.


Is the installer bonded?

  • Yes. Additionally, Neptune performs criminal background checks on all technicians.