The Otay Water District has launched its Advanced Meter Installation Project to enhance service for all water customers. Approximately 500 water meters will be replaced with advanced metering technology during the initial meter deployment.
The initial meter development will allow the District to test installation workflows, field quality control, and overall system readiness. Future phases of the project will deliver additional benefits, including detailed customer water-usage information and leak detection capabilities.
In addition to supporting environmental stewardship, the project will help provide enhanced customer service and operational efficiency across the district.
The District has entered into an agreement with Badger Meters, Inc. and the installation consultant, Professional Meters, Inc. (PMI), to implement the installation project. The current ¾-inch to 2-inch water meters will be replaced with ORION® Cellular AMI Solution meters supplied by Badger Meter.
Installation Process
Before the Installation
Customers will receive a postcard and email or phone notifications a few weeks before meter installation begins in their neighborhood.
On Installation Day
Installations will typically occur Monday through Friday, between 8 a.m. and 4 p.m. The District’s subcontractor, Professional Meters Inc. (PMI), will knock on the door before beginning the work, though customers do not need to be home or schedule an appointment. PMI representatives will carry company identification and drive a company-marked vehicle. They will not ask for personal or account information and will not need access or entry into your home. Water service will be temporarily interrupted for approximately 30 minutes during installation.
After the Installation
Water service will be restored once the installation is complete. If the customer’s water service was off when PMI arrived, it will remain off for the customer’s protection. PMI will leave a door hanger with the installation status.
When possible, PMI will use an outdoor hose spigot to release air bubbles trapped in the line. If a customer notices discolored water or air bubbles, they should run cold water through a bathtub or other screenless faucet for at least 30 seconds, or until the water runs clear.
Project Contact
Otay Water District
Customer Service Department
customerservice@otaywater.gov
(619) 670-2222
IMPORTANT: The meter replacement WILL NOT affect the quality or safety of the drinking water.
Key Benefits of the New Metering System
24/7 Data Access
Provides customers with access to water use data, alerts, and tools at any time from a computer or smartphone.
Real-Time Usage Monitoring
Allows customers to monitor their monthly water usage with up-to-date meter data.
Smarter Budgeting
Enables customers to make informed decisions about their water use, helping to minimize unexpected high bills.
Faster Issue Resolution
Resolves utility and billing inquiries faster using the customer portal or with the help of a customer service representative, without the need for a field visit.
Improved Customer Experience
Enhances overall customer service and satisfaction.
Environmental Stewardship
Helps customers reduce water use to support water conservation, decreases the District’s carbon footprint by minimizing the number of vehicles on the street to read meters, increases sustainable business practices, and educates customers on these practices.
Frequently Asked Questions
AMI Overview
What is Advanced Metering Infrastructure (AMI)?
AMI stands for Advanced Metering Infrastructure. With AMI, every customer’s water meter within the District’s service area will reliably measure water use in their home or business and automatically send a brief, private digital message to a data collection tower using a cellular signal — much like a cellphone does now. The cell tower then transmits all meter readings to the District, where the information is processed within its billing system.
Why is the Otay Water District replacing water meters?
The useful life of a water meter is approximately 20 years, and the Otay Water District’s meters are approaching the end of their useful life and need to be replaced. Replacing the meters systemwide will improve water conservation and water use efficiency, enhance system reliability, reduce ongoing operational costs, and ensure better availability of meter parts.
How will AMI benefit the Otay Water District?
AMI technology ensures that customers pay only for the water they use — no more and no less. It improves accuracy by eliminating the potential for human error in manual meter reading.
It can also help to identify any irregularities in water usage, such as leaks. Otay Water District and its customers can be alerted to abrupt or abnormal changes in water usage much earlier than previously possible, potentially saving customers hundreds or even thousands of dollars from an undetected leak.
AMI will also remove the need for a field representative to come onto the customer’s property for manual meter readings, enhancing the customer’s privacy.
Is water meter replacement required, or can I decline to participate?
All residential meters must be replaced. Water meters are the property of the Otay Water District, and customers DO NOT have the option of opting out of meter replacement. An upgraded meter is required for continued water service. Failure to allow access may result in the disconnection of service.
Project Cost and Schedule
How much will this upgrade cost me?
The meter replacement project is funded through the District’s Capital Improvement Program budget and is already factored into the water bills that all customers pay. There is no additional charge for the upgrade.
When will this project begin and end?
The meter replacement portion of the project is expected to begin in early 2026 and be completed by the summer of 2031.
Meter Replacement Process
Who will be replacing the water meter?
Much of the meter replacement work will be carried out by Professional Meters Incorporated (PMI), under contract with the Otay Water District. For more information, visit otaywater.gov/ami.
How will my water meter replacement be scheduled?
The customer DOES NOT need to schedule an appointment to have their meter replaced. Approximately two weeks before installation, the customer will receive a postcard notifying them that PMI will be in their area. The customer DOES NOT need to be home during installation.
What is involved in a typical water meter replacement?
The meter replacement will be performed by a contracted Professional Meters Incorporated (PMI) installer. All installation personnel will present photo identification and drive a clearly marked vehicle. The installer will need access to the meter. They will not need access or entry into the customer’s home.
The customer DOES NOT need to be home or schedule an appointment to have their meter replaced. However, the customer should ensure the area around the meter is clear of obstructions that may hinder access and that pets are secured.
Under normal circumstances, the installation will take approximately 30 minutes. Water service will be interrupted during this time.
What type of system is being installed?
The Otay Water District has selected a system that features Badger Meter water meters with ORION® Cellular Endpoints.
Will I need to have any plumbing done in conjunction with water meter replacement?
In most cases, no plumbing by the customer will be necessary. However, it is the customer’s responsibility to ensure that there is an operable shut-off valve on the customer’s side of the water meter and that there are no active leaks on the property. If the installer cannot operate the valves to shut off the water, a leak is present, or the meter has a hard-plumbed connection on the customer’s side, the customer may be directed to have repairs performed at their expense.
What if I have a water flow monitoring device (e.g., Flume, Moen, Flo) on my current water meter?
If a customer has a water flow monitoring device (e.g., Flume, Moen, Flo) on their current meter, the Professional Meters Incorporated (PMI) installer will remove it during the meter replacement. If the customer is not home, the installer will leave the device inside the meter box.
The customer may reinstall the device after the new meter is installed, but it will need to be reconfigured for the new meter type. Please note: Flume devices are not compatible with ultrasonic meters. To determine your meter type, call (619) 670-2222 for assistance from a Customer Service Representative.
What if my current water meter is behind a locked gate or currently unaccessible?
Customers will receive an installation notice about a month before their scheduled installation. If a customer deems that their water meter cannot be accessed without the customer’s assistance, they may call the District at (619) 670-2704.
AMI Safety and Technology
Are there any health impacts from AMI meters?
The power of the radio-frequency signal used is too low to pose a health risk. The products that make up the AMI system are stringently evaluated for safety and meet all standards established by the Federal Communications Commission (FCC) and Institute of Electrical and Electronics Engineers (IEEE).
The system sends a signal that can be compared to a cellular text message. It uses low-power radio frequency (RF) to transmit data. The technology fully complies with the U.S. FCC guidelines for human exposure to RF energy. The endpoints have been certified by the FCC and tested in accordance with Title 47, Part 15 of the Code of Federal Regulations (CFR).
The Food and Drug Administration (FDA) and its Center for Devices and Radiological Health have determined that the RF emitted by AMI systems is non-ionizing radiation, which does not have enough energy to alter the structure of molecules. That means that they are less harmful than X-rays and even ultraviolet light. Some devices that also use non-ionizing radiation include TVs, radios, and remote controls.
Will the transmitter radio signal interfere with other electronics?
No, the AMI system’s radio transmission operates in compliance with the U.S. Federal Communications Commission (FCC) regulations to prevent interference with other electronic devices.
If I have limited cellular reception at my property, will this affect my water meter?
No. Despite using existing cellular infrastructure, the water meter does not use the same signal as a cell phone.
Will my information be secure?
Yes. The customer account information is secure. Data transmitted through the AMI system is protected and uses proprietary communication protocols. Each radio frequency device has a unique identification number that is transmitted along with the meter reading. The unique number is compared with account records to ensure a match. No personal account information is transmitted via radio frequency.
Meter Accuracy and Performance
How accurate is my new water meter?
The Badger Meter water meters meet or exceed the American National Standards Institute (ANSI) and the American Water Works Association (AWWA) standards for accuracy. All meters are tested and calibrated at a factory before shipping and come with a multi-year material and accuracy warranty.
How do you know that the water meter reading is accurate?
AMI technology is widely adopted by water utilities because it provides highly accurate information. The reading at the meter is regularly converted into a digital format using technology that has proven to be highly reliable and secure. It improves accuracy in large part by eliminating the potential for human error in manual meter reading.
Will there be a difference in the delivery or quality of water after my water meter upgrade?
No. Customers will continue to receive the same high-quality water they have come to expect from District.
Billing and Consumption
Will my water bill increase?
As water meters age and near the end of their service life, their internal components can wear down, causing the meters to run slower and record less water usage than consumed. Depending on the age of a customer’s current meter, there is a chance their water bill may increase slightly due to the improved accuracy of the new meter.
Will the billing schedule change?
No. Water utility bills will continue to be issued monthly.
Will the District be monitoring my water consumption?
The system is designed to notify the utility if hourly consumption readings increase significantly and consistently, indicating a possible internal plumbing leak. The District will use the data to notify customers of possible leaks or other abnormalities in usage.
Will I be able to access my water consumption data?
Yes. In mid to late 2027, the District will upgrade to a new online customer portal that will allow customers to access information about their water consumption. This will allow customers to compare their current usage to previous periods and set email and text alerts to help achieve conservation goals.
Questions and Customer Support
What if I have questions about the last water meter read before my upgrade?
The installer will take digital photographs of the last meter reading. Should any questions arise, the District’s utility billing staff will have the information available to answer inquiries.
What if I have additional questions?
Please contact the Otay Water District at (619) 670-2222 or visit the project web page at otaywater.gov/ami.
