FAQs
What is AMI?
Advanced Metering Infrastructure (AMI) is a modern, automated system that uses advanced meters and a wireless communication network to collect and transmit water use data securely to the utility. Meters send usage information, typically in hourly intervals, through low power radio signals to nearby receivers that relay the data to a central database.
AMI provides detailed consumption information for both the utility and customers. It improves billing accuracy, usage monitoring, leak detection and outage notifications. AMI is widely used across water, electric and gas utilities in the U.S.
Will my water bill go up after the new meter is installed?
Not necessarily. New meters measure actual use more accurately. If an older meter was under registering, you might see a small increase. Many customers find that with access to hourly data, they can manage water use more effectively, which can help lower bills over time.
Will advanced meters allow the City to control my water use or shut off my water?
Water meters measure and deliver water to your property. The utility does not control anything on your side of the meter with the water you purchase. AMI simply gives customers access to more detailed usage information.
City of Loveland Utilities will not change the procedure for water shutoffs, which require staff to physically operate the valve to turn off service. Shutoffs are used only in specific situations, such as account delinquency, and follow all local, state and federal regulations. In rare cases, if a major leak is identified, staff may shut off water to prevent property damage or financial loss.
What will advance metering cost me?
Installation is provided at no cost to customers. The AMI upgrade is part of a citywide infrastructure project funded through utility rates, charges and fees and built into normal operating budgets.
Can I opt-out?
We know some customers may have concerns. To opt out of water AMI, you will need to complete our online form, which is expected to be available by June 1, 2026. Staff will follow up with you to discuss available options.
Customers who are eligible and choose to opt out will incur an additional monthly fee and a one-time meter installation fee.
Why is there a monthly fee for opting out?
All City meters are owned and maintained by the Water Division. Utility costs, including materials and labor, must be recovered through rates, charges or fees. AMI is now the primary system used to collect meter data citywide. Manual meter reading requires extra staff time and equipment, so a monthly fee is necessary to recover those costs and ensure fair and efficient operations for all ratepayers.
Data & Security
Will I have access to my meter data?
Yes. Once your meter is converted to AMI, you may request data by emailing WaterAMI@cityofloveland.org.
A new customer portal will make viewing AMI data much easier in the future. The Water Division also monitors key indicators that help identify leaks early and allow staff to contact customers quickly.
Is my information safe?
Yes. Your data is encrypted and transmitted through a secure private network. Only meter readings and meter identification numbers are sent. No personal account information is transmitted through AMI equipment. Data is not shared or sold and follows all federal and state privacy regulations. Only you and the utility can view your detailed usage information. AMI meters do not use WiFi, ZigBee or Bluetooth frequencies. |
Will the transmitter interfere with electronic devices in my home?
No. The signal is low‑powered and regulated by the Federal Communications Commission to prevent interference. It will not affect phones, televisions, garage door openers, medical devices or baby monitors.
How will I know the meter reading belongs to my account?
Each meter has a unique identification number that is sent with every reading. This number is matched to your account in the billing system to ensure accuracy. |
What if someone tries to access the AMI system through the meter?
Meters include a tilt or tamper alarm that alerts the utility immediately if someone attempts to open or alter the device.
What could someone do if they broke into the meter?
Tampering with a meter is dangerous and should not be attempted. Even with physical access, a meter cannot communicate with other meters or send commands. System commands are protected by encryption and can only be sent through the secured AMI system.
Before Installation
When will installation begin in my neighborhood?
Deployment will begin in mid-2026 and continue through 2030. Meter replacements will be phased to coordinate with annual operating budgets and must occur at specific times in each billing cycle, so the schedule may appear staggered. A citywide deployment map on this project page will show progress and upcoming areas.
Will I be notified about installation?
Yes. If your account has an email address on file, you will receive an email before installers arrive in your area. Door hangers will also be placed a few weeks before work begins. If your contact information needs updating, call Utility Billing at 970‑962‑2111.
Where is my water meter?
Most meters are located outside in a meter pit near the property line. Indoor meters are usually found in basements, crawl spaces or utility rooms.
If my meter is indoors, will someone need to enter my home or business?
If your indoor meter is already compatible with AMI, staff can complete the upgrade without entering the building. If your meter must be replaced, you will receive instructions to schedule an appointment. During a scheduled appointment, a meter installer will need indoor access.
What if my meter was recently replaced?
Recently installed meters prior to deployment still need to receive AMI transmitter hardware so they can connect to the system.
Should I prepare the area around my meter?
Yes. Make sure the meter is accessible. Remove items that block access, trim overgrowth and ensure buried utilities are accessible. Property owners are responsible for maintaining clear access.
Installation
Do I need to be present for the installation?
Not usually. If the meter is outside and accessible, staff can complete the work without you. If the meter is inside or behind a locked gate, staff will contact you to schedule a time.
Will my service be interrupted?
Your water may be off for about 10 to 25 minutes during the installation. Afterward, you may notice air in the lines (gurgling, sputtering or spitting from faucets). Run cold water for 10 to 30 seconds at a faucet without an aerator, such as a tub or shower.
Do I need to protect my plumbing?
Meter replacement does not involve internal plumbing. Property owners are responsible for plumbing beyond the service connection. While care is taken to avoid disruption, the utility is not liable for pre‑existing issues that may become apparent during or after installation.
How will I know my advanced meter has been installed?
You will receive a door hanger once the work is complete. A few weeks before the installation, you will also receive a door hanger or email.
What if I have questions about the equipment change?
Contact us at 970-962-3000 or email WaterAMI@cityofloveland.org.
What happens if I have a leak or problems after installation?
Call 970‑962‑3000. The AMI system helps detect leaks quickly. If staff see unusual use, they will attempt to contact you. If you need help verifying a leak, we can also assist or provide guidance.
Why was my older meter not exchanged?
AMI-compatible meters from various manufacturers have been installed over the years. If a meter is working properly and compatible with AMI, it will remain and only the transmitter will be added.
After Installation
Why is my water discolored or spurting?
City staff use best practices to reduce the amount of air entering the line during meter exchanges. If you do notice air in the line, which can lead to discolored or spurting water, please clear it by opening a cold-water faucet at the highest point in your home and run water until it clears. Wait until water is clear before doing laundry. If clothes become stained, do not let them dry. Wash them again with a rust remover. Rust remover is available through the Water Division at 970‑962‑3000.
How is my data sent through the system?
Once installed, AMI meters send usage information wirelessly to the City's Pulse fiber network. The utility’s billing systems then receive the readings and any important alerts. If there’s ever a suspected leak, we’ll be able to see exactly when the high use is occurring and investigate immediately.
How often will the equipment transmit data?
AMI equipment can transmit hourly usage information several times per day.
Will the City still need access to my meter?
Yes. The meter is City property, and staff may need occasional access for maintenance. Access needs should be significantly reduced since readings and some troubleshooting can be done remotely.
Will the new meter affect my water pressure or service?
No. AMI meters do not affect pressure or flow. They simply measure usage and send the data electronically.
How can I access the customer portal and what features does it have?
You can currently view monthly water usage on myaccount.lovgov.org. Usage is displayed in 1,000‑gallon increments.
A new portal, expected in 2027, will allow customers with AMI to view hourly water and electric usage and access features such as daily tracking, leak notifications and usage goals. Future water readings will transmit in single-gallon increments, allowing more detailed information and detection of leaks down as small as a tenth of a gallon. This will support faster response to leak notifications and create more opportunities for water savings and conservation.
How will I know if I have a leak?
If you suspect a leak, call 970‑962‑3000 to request a leak check. If staff notice unusual use while you are away, they will leave a notice. Once AMI data becomes available, leak notifications will help alert customers and staff more quickly.