Smart Meters

What if I don’t want a smart meter? Do I have to get one?

If you decide you do not want to receive the benefits of a smart meter, you can choose to opt-out and have a conventional or “non-communicating” meter installed instead. You can only opt-out if you are on a residential SC1 rate. Since this meter will not transmit any data automatically, your meter will need to be read manually by a utility representative. Please visit our opt-out page for more information about your rate, or to request to opt-out. Please also review the costs associated with a non-communicating meter in this table of benefits and features. 

If I opt-out of receiving a smart meter, why is there a one-time change-out fee? I'm not getting a new meter.

Like any aging appliance, your utility meter will need to be replaced soon. Regardless of whether you get a new smart meter, or if you choose to opt-out, you will receive a new meter. If you opt-out after your smart meter is already installed, you will be assessed a change-out fee. If you opt-out before receiving your smart meter, and your existing meter is replaced with a new non-communicating meter, you will not be charged a change-out fee, however, because a tech has to read your new non-communicating meter, there is a monthly meter reading fee associated.

▶ See fees.

If you have a smart meter installed, your energy usage information will be collected in real-time and automatically transmitted through a secure, wireless telecommunications connection to National Grid and does not require a fee. You can view your usage within your My Account Portal.

If I opt-out of receiving a smart meter, why do I have to pay the opt-out fees if I’m sending in my own monthly meter readings?

If you opt-out, your account will be charged fees even if you send in your own meter reading. The fees are $15.45 for an electric meter or a gas module and $21.24 for both (dual fuel customers). We are required by the NY Public Service Commission to go to your home to check the meter/equipment in order to verify readings every other month therefore, the opt-out fees are applied to cover that service. Rather than bill opt-out fees every other month, we have taken the annual fees and divided them up into monthly increments.

If I'm both an electric and gas customer and I opt-out of receiving a smart meter, why am I charged a higher fee to read both meters when they can be read at the same time?

Our fees, approved by the Public Service Commission, account for the additional time to read and record your usage data. There is a fee charged to read an electric meter ($15.45) and a fee charged to read a gas meter ($15.45). However, dual fuel customers (those that have both gas and electric service) receive a slightly reduced fee ($21.24 instead of $30.90) for manually reading both meters at the same location. 

Will I be charged for my new smart meter?

There will be no direct charge at the time of installation. National Grid is funding the project during the preparation phase, which includes back-office work such as network communications and cyber security development. Meter installation is estimated to be rolled out through 2027 and customers have begun to pay for the upgrades through an increased rate, as included in the Company’s 2020 rate case.

If I opted out of receiving a smart electric meter, will I automatically be opted-out of receiving a smart gas meter?

If you are a dual fuel (both electric and gas) customer and choose to opt-out of one service, your opt-out will carry over to the additional service.

Where can I see copies of the customer communications?

Visit Smart Meter Communications to see and download copies of customer communications in English, Spanish and Chinese.

I owe money on my National Grid account. Will I still be able to have my smart meter installed?

Yes. Our teams will come to your property to install your new meter regardless of your account status. Learn more about all the energy savings programs available to you.

Do I need to be home at the time of install?

If your meters are accessible and located outside of your home, usually residents do not need to be at home for installation. Appointments are not required in most cases, but should you need to have one, you can contact Utility Partners of America (UPA) at 1-800-501-6401.

I am a renter. Does my landlord have to be present for this installation?

No. Since you are the account holder, your landlord does not need to sign off on your meter replacement.

Will installers be National Grid employees, or contractors?

National Grid has partnered with Scope Services and Utility Partners of America (UPA) who are considered leaders in the installation of this technology. The companies will work together to install all new devices.

Someone in my home doesn’t speak English–will translation services be available?

Yes. If a call is made to our customer service team, and it’s recognized that the customer doesn’t speak English, the agent will get an agent on the line who can speak with the customer. If a field technician arrives at the home of a customer who doesn’t speak English, the technician will direct the customer to call into the customer service line. To reach our customer service line, please call 1-800-NIAGARA.

I live at another location for weeks or months at a time (for example, “snowbirds”). If I am not at home for the meter installation what can I expect while I am away?

No action needs to be taken. However, we will need to temporarily interrupt your electric service in order to complete the meter exchange. The down time is typically less than 10 minutes and would have impacts that are no different than a typical, short-lived power outage. If you have a home alarm, typically there is enough time on the alarm to allow for the meter exchange. However, in rare instances, the power outage could trigger the alarm.

Will my house generator be impacted by the meter exchange?

Yes. Since we have to temporarily interrupt your electric service in order to complete the meter exchange (typically, for less than 10 minutes), it's likely the generator will turn on. Some homeowners like to turn it off before we install the new meter, but during times when customers are not home or don't answer the door, the generator will turn on temporarily. For gas meter installations, there will be no impact in most cases.

I have National Grid for my gas service. Will my new gas meter be installed soon?

Yes. If your electric meter has already been installed, crews will come back to install your gas meter when they are in your area. If you are a gas only customer, your gas meter will be replaced by the end of 2027.

I have seen advertising that smart meters are coming and many in my town have already received them. Is there a reason why I haven’t received mine yet? Was my meter missed?

National Grid is installing close to 2.4 million smart electric and gas meters through 2027. There are many different reasons why your meter may not have been installed, even if others around you have. Some of these reasons may include different installer assignments, meter location and/or configurations, and connection optimization. Therefore, we may need to temporarily skip some customers in our installation efforts and circle back later. As we approach your smart meter installation date, you should receive a text, email, or phone call notification. Please make sure your contact information is up to date in your My Account portal so we know how to best reach you. If you’re a gas only customer, your gas meter will be installed before the end of 2027.

Will my gas or electric service be interrupted during the installation?

Most electric meter installations require an interruption in power, usually for less than 10 minutes. In most cases, there should be no disruption of service for gas meter installations. Advanced notice will be provided and installation appointments made for all customers in National Grid’s Life Support, Blind and Disabled, or Medical Protections programs.

How long does the installation take?

The typical installation for both electric and gas meters should take less than 10 minutes to complete and will not require you to be at home if your meter is located outside of your home or business.

How will I be notified about my installation date?

As installation dates approach for your area, we will continue to provide information for your meter installation. In most cases, the typical installation should take minutes to complete and will not require you to be at home.

When can I see my usage data in My Account?

Typically, it can take a few days for the smart meter to connect to the network. Once registered, you should see your usage data in your My Account portal. In some instances, it could take up to 30 days to see your data as the meter registers and as we continue to build out the network in your service area.

Is this technology reliable?

Yes. Smart meters have been in operation in the United States since 2006. As of 2022, U.S. electric utilities had about 119 million smart meter installations, equal to about 72% of total electric meters installations [Source: U.S. Energy Information Administration]. Multiple audits by independent consultants for Public Utilities Commissions have shown these meters to be safe, reliable and dependable.

What is a field area network, or mesh network, and how does it communicate?

Our field area network (FAN) is a mesh architecture which provides reliable, wireless, two-way communication. The various communication components (often referred to as nodes) communicate with other nodes in the network to transmit data. These interconnected nodes include electric and gas meters as well as network gear known as mesh repeaters and gateways. The repeaters help the data travel from node to node throughout the mesh, while the gateways collect data from repeaters and meters and then forward it over a cellular network to the National Grid datacenter. The network maintains data integrity by breaking long distances into a series of shorter hops. Intermediate nodes not only extend coverage but also cooperatively make routing decisions based on their knowledge of the network. The result is a self-adjusting mesh network that is highly reliable, scalable, and accessible with often no single point of failure.

Is my data secure, and will my personal information remain private with the new smart meters?

At National Grid, we have protected the privacy of our customers’ data for decades, always improving our systems to meet changing technologies and will continue to do so as new, more advanced technologies are implemented. All data collected by your smart meter is transmitted through an encrypted network that meets national standards. Smart meters do not collect or transmit personal information. Only your energy usage data will be transmitted, which we will keep confidential. To learn more, see our Privacy Policy.

I don't have WiFi or internet service at my house. Will my smart meter still work?

Yes. Your smart meter technology does not utilize your Wifi or internet connection to transmit data to National Grid. You only need internet service if you want to monitor your energy usage online through your My Account. 

Is this smart meter safe?

The low-level radio frequency (RF) technologies used in wireless smart meters produce RF at a fraction of the level found in commonly used household items, including cell phones, microwaves, wireless internet, and laptop computers. For more information about FCC guidelines regarding RF exposure, visit http://www.fcc.gov/oet/rfsafety/. And visit our smart meter safety page for more information.

What happens to my old meter? Will it be recycled?

All older, removed meters will be tested; any that are deemed at end of useful functional life will be scrapped or recycled. Any meters removed that are tested and functional will be used for our inventory or sold to a third party to be reused.

Will employees who used to read meters be laid off?

No. National Grid will be reassigning and/or reallocating this part of our workforce for other important duties.

Will National Grid shut-off my electricity remotely if I don’t pay my bill?

National Grid is required by the Home Energy Fair Practices Act (HEFPA) to make an attempt to collect your past due bill amount in person before service can be disconnected. We will attempt to resolve your account in person before your service is disconnected for nonpayment. If we are unable to speak with you at the door, or if an in-person attempt to resolve the account is not successful, service termination can be done remotely.

I recently had my smart meter installed. Why isn’t it connecting?

Typically, it can take a few days for the smart meter to connect to the network. Once registered, you should see your usage data in your My Account portal. In some instances, meter registration could be delayed up to 30 days as we continue to build out the network in your service area. Because of that, we may need to estimate your bill during this transition period. In these cases, the estimated usage will be replaced by actual usage as soon as the meter connectivity is restored.

Some customers may experience instances where the smart meter is unable to connect. There are a few reasons why this may be happening. Some of those reasons may be lack of a strong cell connection or technological challenges due to distance to the network device. Our team is working on solutions to address these instances, which will take some time as we build out the broader network. We may install a new, non-communicating meter which would be read manually on a bimonthly basis. In this case, you will not be charged a manual meter reading fee. The fee only applies to customers that intentionally opt out of the smart meter installation.

If smart meters provide more reliable billing, does that mean I will never get an estimated bill?

Not necessarily. While smart meters provide reliable and up to date billing over 99% of the time, there are some instances where we may need to estimate your bill such as extreme weather, temporary connection issues, or software updates. In these cases, the estimated usage will be replaced by actual usage as soon as the meter connectivity is restored. 

Where can I learn more about my smart meter?

You can find more information about the safety of our meters and additional resources on our website. You can also visit the US Energy Information Administration for more information.

How do I read my smart meter?

For details on how to read your smart meter, you can visit our How to Read your Meter page. 

To see what energy you’ve used per day, month, or even in 15-minute increments for the previous 24 hours, you can log into your account on the MyAccount Portal. 

During your smart meter installation, your panels will turn off and then turn back on automatically once the installation is complete. Your electrical service will be interrupted for less than 10 minutes.

Your new smart meter sends your usage data directly to us without a technician needing to come to your property to read it manually. Visit ngrid.com/smartmeter to learn more about the benefits of smart meters.

No. If you decide to install solar energy panels at your home after your smart meter is installed, you will not need a meter exchange or re-programming. However, we will need to update your account to net-metered billing instead of electric rate billing. This will be done as part of the connection process.

No. Your bill will remain exactly the same as with a traditional meter.