Advanced Metering Infrastructure

The City of Norfolk Department of Utilities uses reliable technology to improve water service for our customers. Several years ago, the Department began planning to use an Advanced Metering Infrastructure (AMI) system.

Today, more than 70,000 water meters measure how much water our customers use at their homes and businesses. These meters are read manually each month to create water bills.

AMI is now the most effective way to collect water‑use data. It uses new equipment on the meter that sends readings automatically. The data travels over a secure network to a central database. This means City staff and contractors no longer need to visit your property to read the meter, which saves time and money.

Before AMI Mechanical Meter w/ Dial After AMI Mechanical Meter w/ Radio Transmitter Network Receives

What You Can Expect

Over the next few years, the Department of Utilities will carry out field surveys and install AMI equipment in stages.


Field Survey

Before installation starts, contractors will check the water meters in your area. They will make sure each meter works correctly and meets the standards for city‑wide fittings. You will get advance notice before this visit. Contractors will have proper identification, and they will not enter your home or business.

Meter Installation

After the survey is finished, we will begin installing new equipment in the pilot areas. You will receive a door hanger with details about the installation. Our team will knock on your door before they begin work. The installation takes about 30 minutes, and you do not need to be home. When the work is done, we will leave a notice that your new equipment has been installed.

What You Should Know 


  • There is no cost to you for the new equipment.
  • Your water service may be briefly interrupted during installation.
  • Not all homes in your area will get new equipment at the same time, and each customer will receive their own

    notice.

  •  This webpage will provide regular updates on the project.


Frequently Asked Questions:

 

Will my water bill increase?

A small increase in your bill is possible because new meters more accurately measure your water consumption.

What are the benefits of AMI?

AMI allows for consistent billing and streamlines the customer experience.

Is AMI safe?

Yes, AMI is safe. It uses radio and cellular systems like AM/FM radios and cell phones.

Will my personal information be protected? 

Yes, your information will be protected. AMI does not send personal data.

Will I be notified before installation? 

Yes. You  will receive advance notice before any work begins at your property or business.

 

When will this start?

Water meter retrofits and replacements will begin in February 2026.

 

Will water service be disrupted during installation?

There may be a short interruption of about 30 minutes. If this happens, you will receive instructions on how to flush your water lines afterwards.

 

Will my property be disturbed during installation?

Most meters are in the public right‑of‑way, so installers will not need to enter your home or disturb your property. In rare cases, a meter may be inside your home or building. If so, we will schedule an appointment in advance. If your meter is outside, the installer will remove the old meter and place the AMI meter and transmitter in the same box. If the meter box is damaged, the contractor will replace it in the same location.

Who will perform this work?

VEPO is the contractor completing the installations. All VEPO staff and vehicles will have clear identification.

 

Does this change how I start and stop my meter service?

No. The process for starting or stopping water service will stay the same.

 

Do I have to be present for the installation?

No, unless your meter is inside your home.

 

When will I receive my bill?

You will continue to receive your bill on the same schedule. There are no planned changes to how your bill looks.

Contact Us

utwainq@norfolk.gov

757-664-6700