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» NEW! Automated Meter Reading   » Smart Meter Answer Book   » Smart Meter Backgrounder   » Frequently Asked Questions

Smart Meters — Frequently Asked Questions

The following are frequently asked questions about smart meters and time-of-use rates. Use the links below to jump to a specific answer:

Why do we need smart meters?
Why is Hydro One installing smart meters?
What is a smart meter and what does it look like?
When will I get my smart meter?
Can I volunteer to get a smart meter now?
I don't want to have a smart meter installed. Can I refuse?
How long will the meter installation take?
What are the hours for installation?
Will you be booking appointments for installation?
Is it possible to have an installation after hours or on weekends?
Do I have to be there for the smart meter installation?
Will my power be interrupted during the installation of my smart meter?
How will I know if my meter's been replaced with a smart meter?
Will my first bill after the meter replacement look any different?
How much am I paying for my smart meter now?
Will I see a separate smart meter charge on my bill?
How much is the smart meter going to cost in the future?
Will my electricity bill automatically go down once I have a smart meter?
Why is it important for me to know how much electricity I use and when I use it?
What are time-of-use rates?
How will time-of-use (TOU) pricing work?
When will I switch to time-of-use rates?
Will I still get estimated bills once my bill is produced with automated meter readings?
Can I still provide my meter reading to Hydro One once my bill is produced with automated meter readings?
What are the cost savings and environmental benefits of smart meters?
Will I be able to monitor and track my electricity use?
I now have my smart meter installed but understand that I cannot manage my bill by adjusting my consumption until TOU rates are introduced?
Why is it so much more expensive to use electricity during weekdays?
Since my usage data will be sent automatically, will it remain secure and confidential?
Can Hydro One access my property to change the meter?
Can you explain what I am seeing on the display of my new smart meter?
I am confused about Hydro One's Smart Meter program and Peaksaver™ Program. Could you explain the difference?

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Why do we need smart meters?
It's estimated that over the next twenty years, Ontario will need to refurbish, rebuild, replace, or conserve 25,000 megawatts (MW) worth of generating capacity — more than 80% of Ontario's current electricity generating capacity — at an estimated cost of $70 billion. Producing more electricity is only part of the answer. Conservation and demand management will help us make the best use of our existing electricity resources and slow our growth in demand. There are tremendous opportunities to reduce the supply-demand gap through the wise use of electricity — and smart meters together with time-of-use rates will help encourage us all to think about how and when we use electricity.

Why is Hydro One installing smart meters?
Hydro One is supporting the Government of Ontario's initiative to install a smart meter in all homes and small businesses by 2010 and by building a conservation culture in Ontario.

What is a smart meter and what does it look like?
A smart meter looks like the meter you have now, except the display is digital and there are no dials. However, a smart meter is much more technologically advanced compared to your current, old-style meter. It can record how much electricity you use and when you use it (typically hourly), and communicates this information automatically via wireless and other technologies to Hydro One. In contrast, conventional electricity meters measure the total amount of electricity consumed over an entire billing period (typically one or two months) and must be read manually.

When will I get my smart meter?
The Ontario government's target is to have smart meters installed in all Ontario homes and small businesses by 2010. Hydro One has over one million meters to install province-wide and we started installing meters in 2006. If you do not receive a smart meter this year, rest assured you'll receive one in the future before 2010.

Can I volunteer to get a smart meter now?
We are very encouraged by the level of interest and enthusiasm of our customers to adopt the smart meter technology. However, in order to maximize the efficiency of the smart meter deployment across the province, customers will not be able to select when they receive a smart meter

I don't want to have a smart meter installed. Can I refuse?
No. The Ontario government has mandated everyone in the province to have a smart meter by 2010.

How long will the meter installation take?
The installation generally takes only a few minutes to complete.

What are the hours for installation?
The hours for installation are from 8:00 a.m. to 8:00 p.m., Monday to Friday.

Will you be booking appointments for installation?
No, unfortunately we will not be booking appointments, as we do not need to enter your home or business. If we need to enter your home or business to install the meter, and if you are not at home, we will contact you in the future when we are back in your community. This makes the process more efficient and helps to minimize costs to all customers.

Is it possible to have an installation after hours or on weekends?
Unfortunately, no, but the installation really is a short procedure that will be done with little or no inconvenience to you.

Do I have to be there for the smart meter installation?
No, you don't have to be there for the installation to proceed and it takes only a few minutes to complete.

Will my power be interrupted during the installation of my smart meter?
Yes. The installation of your smart meter will require a very short power interruption (usually less than a minute). We apologize for any inconvenience this may cause you and you will need to reset digital clocks and other electronic devices.

How will I know if my meter's been replaced with a smart meter?
We will leave a card at your door letting you know that we have completed the installation. Also, the meter will look a little different as it has a digital display and no dials.

Will my first bill after the meter replacement look any different?
Yes, it will be a longer bill as it will display two sets of electricity usages - first for the meter that was replaced and second for the new smart meter. This will appear on the first bill after the installation of your smart meter only; after that your bill will look the same.

How much am I paying for my smart meter now?
All Hydro One customers are currently paying 93 cents per month to recover smart meter-related costs. These costs have been reviewed and approved by the Ontario Energy Board.

Will I see a separate smart meter charge on my bill?
No. The cost of smart metering is included in the delivery line item of your bill. Smart metering costs are recovered through electricity rates in the same way as costs are recovered for other equipment that serve our customers including distribution wires, poles, and transformers.

How much is the smart meter going to cost in the future?
The Ontario Energy Board has estimated that the incremental monthly cost for a typical residential or small business customer may be between $3 and $4 per month once full implementation is complete in 2010 but this is an estimate.

Will my electricity bill automatically go down once I have a smart meter?
No. Your smart meter is a tool that measures and records how much electricity you use at different times of the day. When teamed with time-of-use rates, it provides you the opportunity to better manage your electricity bill by reducing electricity use during higher cost periods and by moving your electricity use to lower cost periods. Now, you'll see the results of your conservation efforts.

Why is it important for me to know how much electricity I use and when I use it?
Today, we pay the same price for electricity during all hours of the day because our rates are based on averaging out the more expensive (daytime) and cheaper (nighttime) prices of electricity. This is simply because our existing meters can't report when it was used. In the future, electricity prices will be different at different times of the day to more closely reflect the market price of electricity. When demand for electricity is low like in the late evening and on weekends, the cost of electricity per kilowatt-hour will be less, and when demand is high, like in the late afternoon and early evening, it will cost more.

What are time-of-use rates?
Time-of-use rates are electricity prices that vary by time of day and more closely reflect the wholesale price of electricity. The Ontario Energy Board has established time-of-use periods and prices in preparation for the implementation of smart meters but has not yet set a date when these rates will become mandatory. We will let you know well in advance of when time-of-use rates come into effect.

Ontario Energy Board Time-of-Use Period and Pricing Chart (not yet mandatory)

How will time-of-use (TOU) pricing work?
The ability to measure when electricity is used means different prices can be applied at different times of the day, or days of the week. With time-of-use pricing, you'll have new options for managing your electricity costs. If everyone makes a few small changes around how they use electricity, it will also have a positive impact on both the environment and Ontario's electricity system.

When will I switch to time-of-use rates?
The Ontario Energy Board has not yet established a date when mandatory time-of-use rates will come into effect, but we will notify you well in advance of this date.

Will I still get estimated bills once my bill is produced with automated meter readings?
Under normal circumstances all of your bills will be produced using your actual consumption during the billing period. Estimated bills will be a thing of the past.

Can I still provide my meter reading to Hydro One once my bill is produced with automated meter readings?
Yes, you may continue to provide Hydro One with your meter readings but as per our current practice, we will use the actual reading provided by the smart meter for billing purposes unless for some reason it is not available.

What are the cost savings and environmental benefits of smart meters?
When we're all using a lot of electricity at the same time, we create a "peak demand" period. Supplying electricity at those times has a range of impacts. Higher demand often means higher market prices because having generating plants that stand ready to meet peak demand and only operate infrequently is expensive and these plants are usually the less attractive forms of generation that are harder on the environment. By smoothing out the peaks in demand, we can reduce the amount Ontario needs to invest in additional power generating plants, transmission lines, and distribution facilities.

Will I be able to monitor and track my electricity use?
Yes. In the future, you will be able to access your electricity use through the internet and telephone. The current plan calls for your previous day's data to be ready for viewing by 8:00 a.m. the following day and for 13 months of history to be accessible to you.

I now have my smart meter installed but understand that I cannot manage my bill by adjusting my consumption until TOU rates are introduced?
While it's true you are not being billed at TOU rates at the present time, you can start reducing your electricity consumption right now by following some or all of the examples below. A more extensive list is available at www.PowerSaver.ca.

• Replace your incandescent light bulbs with compact fluorescent light bulbs which use 75% less power and last much longer.
• Always use the economy cycle on your dishwasher and also use the air dry setting.
• Install an energy-saving showerhead which can reduce your hot water use by up to 30%.
  
• Install faucet aerators on your sink faucets to lower water flow. Aerators mix air into the water flow and reduce water consumption by 25-50% per tap.
• Caulk, weather-strip, and insulate your home. Seal the leaks and cracks in your house, and you'll raise the humidity levels and have a more comfortable indoor environment. You'll be able to turn the furnace down which means a lower heating bill. In fact, just by caulking and weather-stripping, you could cut 10-25% off your heating bill.

Why is it so much more expensive to use electricity during weekdays?
When everyone is using a lot of power at the same time a "peak demand" is created. Higher demand means higher market prices as more expensive types of generation are run to meet the demand. It can also mean importing electricity from more expensive jurisdictions on days when our own generation is not enough. Therefore, it makes sense for us to work collectively to reduce our usage at peak times to smooth out the peak.

Since my usage data will be sent automatically, will it remain secure and confidential?
Yes, Ontario's electricity distributors are required by law to ensure that smart meters and associated communication networks are equipped with security features to prevent unauthorized access. We must also comply with federal laws regarding the privacy, protection and disclosure of personal information.

Can Hydro One access my property to change the meter?
Yes, Hydro One may enter a customer's property at any time to replace the meter. This authority is granted under the Electricity Act (section 40) and also in our Conditions of Service (section 1.7.A Hydro One's Distributor Rights - Space and Access).

Can you explain what I am seeing on the display of my new smart meter?
Hydro One is currently deploying three types of meters (the name of the meter is located on the meter faceplate).

If you have a Landis + Gyr Focus meter or a GE i 210+ meter, the display alternates between the display check (which displays 88888) and the kWh consumption reading. There is approximately 5 seconds between the two displays.

If you have an Itron Sentinel meter, the display stays on the normal kWh consumption display at all times. However, field staff have access to alternate modes (via a magnet) to perform display checks and other diagnostic functions.

I am confused about Hydro One's Smart Meter Program and Peaksaver™ Program. Could you explain the difference?
The Smart Meter Program is mandatory and the Peaksaver™ Program is entirely optional.

• The Smart Meter Program is a provincial government initiative that all local distribution companies in the province are implementing on behalf of the Government of Ontario. It's the provincial government's policy that all Ontario homes and small businesses have a smart meter by 2010 to help build an energy conservation culture in Ontario.
  
  
• Hydro One's Peaksaver™ Program is entirely optional and you need to enroll by phone to take part. The Peaksaver™ program is designed to help you save electricity, money and help the environment. If you enroll in the Peaksaver™ program, you'll receive a programmable smart thermostat at no cost to you. Peaksaver™ sends a message to your thermostat to ease up on your air conditioning by a maximum of 2 degrees C for up to 4 hours on the hottest days in the summer (but never on weekends and holidays). The Peaksaver™ is also web enabled so you can take control of your home temperature from anywhere.
  

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