FAQs

Meter Upgrade for Commercial Customers - Frequently Asked Questions

Why is Austin Energy exchanging my meter?

Austin Energy is working to meet our community’s growing energy demands by investing in a smarter, cleaner, more efficient energy grid. As a part of our efforts, we are upgrading the electric meters for all customers in our service area. The new, advanced meters further allow Austin Energy to reliably deliver electric power now and in the future. They also will help the City of Austin achieve our climate protection goals by allowing our customers to better manage their energy use.

How does this benefit me?

The new meters will give you more detailed information on your energy use. You’ll be able to use Austin Energy’s web app, a browser-based usage monitoring tool, to view your electric usage in 15-minute increments. Viewing your usage regularly may reveal patterns that give you the opportunity to increase your energy efficiency and reduce your electric bill.

An upgraded meter will also provide Austin Energy with additional meter data, including information on meter health. This information can be used to optimize the way we deliver energy to the furthest points of our service territory. Future power outages at each meter will be identified more quickly and efficiently, which could reduce outage restoration time.

Will my electric service be interrupted?

A brief power outage will likely be required, depending upon your existing meter type. The outage is estimated to be no more than 5 minutes, and is usually less.

What time of day will my new meter be installed?

In an effort to reduce the impact of these upgrades to our customers during business hours, most meter upgrades will occur between 11 p.m. and 7 a.m. Sunday through Friday. If you would prefer that your meter exchange occur at an alternate time, email meterupgrade@austinenergy.com or call 512-494-9400 (press 1 for English or 2 for Spanish, then press 4 for our commercial Customer Care team). Upon arriving to exchange your meter, our technician will attempt to notify anyone present at the business that an outage will be occurring.

What day will my new meter be installed?

Work will be completed in one geographic area of the city before our crews move to another, so we may not be able to pinpoint the exact exchange date until a few days before the exchange. For a general time frame, we will communicate with you via a letter, a phone call, and a door hanger in the weeks prior to the exchange. If you need to schedule your upgrade for a specific date, email meterupgrade@austinenergy.com or call 512-494-9400 (press 1 for English or 2 for Spanish, then press 4 for our commercial Customer Care team).

What if my business is open 24/7 or operates at night?

Upon arriving to exchange your meter, our technician will attempt to notify anyone present at the business that an outage will be occurring. Please email meterupgrade@austinenergy.com or call 512-494-9400 (press 1 for English or 2 for Spanish, then press 4 for our commercial Customer Care team) to schedule an appointment for the time that is most convenient to your business.

Where will the new meter be installed?

The new meter will be placed in the same location as your existing meter.

Is there a cost for this upgrade?

No, there is no charge for the new meter or the installation.

Do you need access to the interior of my building or office?

No. As long as we have unobstructed access to your meter, we do not need to enter your building. Please ensure that there is no brush, debris or other items blocking your meter. If your meter is in a utility closet or locked space, please call to schedule an appointment.

Do I need to be onsite during the exchange?

No, you do not need to be present during an exchange. However, if you have sensitive equipment (computers, security systems) that may not resume proper functioning after a brief power outage, you may wish to check them following the exchange. Prior to leaving each site, the technician will leave a door hanger confirming the status of the exchange.

What if I have medical equipment onsite, or if my business serves medically vulnerable customers?

Please email meterupgrade@austinenergy.com or call 512-494-9400 (press 1 for English or 2 for Spanish, then press 4 for our commercial Customer Care team) to make special arrangements with a Customer Care representative.

How will I recognize the technicians who will be performing the exchange?

The exchange will be done by Austin Energy or by our authorized contractor, Texas Meter & Device (TMD). The crews will be driving an Austin Energy or TMD vehicle and will display an Austin Energy or TMD badge.

Who can I contact if I have questions?

Commercial meter exchange customers can speak with a Customer Care representative by calling 512-494-9400 (press 1 for English or 2 for Spanish, then press 4 for our commercial Customer Care team) or emailing meterupgrade@austinenergy.com.

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Date last reviewed or modified: 8/31/18

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