Meter Transmission Units (MTUs) are battery-powered devices that send water consumption data to the City’s billing system. The water meters themselves are still functioning properly and are able to provide actual readings.
The City has contracted Neptune Technology Group (Neptune) to support replacement of the MTUs. Neptune technicians will visit customer properties by appointment to locate the water meter and replace the existing MTU with a new unit. Customers will not be charged for the replacement of an MTU.
How to Recognize Authorized Neptune Technicians
Every authorized Neptune technician who comes to your home will arrive at your property in a vehicle marked “Neptune Technology Group – Under Contract to City of Toronto” and will be wearing a Neptune uniform and carrying official photo identification. Here are some ways you can easily identify them:
- Hat (optional): Ball cap hat with the Neptune logo.
- Jacket (optional): Orange, high visibility jacket with yellow and silver strips and the Neptune logo.
- ID badge: Always visible. The badge will include the technician’s name, picture and ID number.
- Installer shirt: Orange, high visibility shirt with yellow and silver strips and the Neptune logo.
Tips to identify and avoid scams
- After you receive a letter in the mail from Neptune, you are responsible for contacting them to schedule your MTU replacement appointment.
- Neptune will never call you to book a ‘pre-appointment inspection’.
- Neptune will never attempt to sell you additional services.
- On a call, Neptune will request only basic scheduling information such as name, phone number, email address and preferred appointment time. Neptune will never request payment, banking details, credit card information or date of birth.
- To safeguard yourself and others against potential fraud:
- Do not book a ‘pre-appointment inspection,’ as it is not part of the program.
- Check in with family members or friends who may be more vulnerable to scams.
- Report suspicious calls or concerns to 311.
Estimated Billing
Customers with an MTU that has prematurely failed are being temporarily moved to estimated billing based on their property’s historical water consumption data to ensure continued billing.
Customers whose MTUs have failed:
- will be notified on their utility bill if they are on estimated billing, which is based on their property’s historical water use.
- will receive a notification letter about three weeks before their next scheduled utility bill is issued encouraging them to submit a water meter reading online through the City’s Utility Account Lookup – and avoid estimated billing.
- will see any differences between their estimated and actual water use adjusted or billed either once the customer reports their water meter readings or the MTU is replaced.
- can also call 311 and speak with a customer service representative to provide their water meter reading or ask questions about their bill (select ‘option 1’ for estimated water bills).
