Some PWSA customers are experiencing problems with their monthly bills. The Authority and its customers are experiencing some growing pains as we upgrade to a new technology, but this short term inconvenience will result in long term improvements. A plan is in place to resolve these issues by July 2015.
In September 2013, PWSA converted 83,000 water customers to Advanced Metering Infrastructure (AMI). The old metering technology reached the end of its useful life and this upgrade was necessary to maintain the current level of service.
Why are some PWSA customers receiving estimated bills?
While there will always be 2-3% of customers with estimated bills, PWSA currently has approximately 3,500 customers with old meters that are not compatible with the new AMI technology, which means that the new device cannot read the existing meter.
How is PWSA addressing this issue?
PWSA has a plan in place to resolve these issues by July 2015. Existing meters that are not compatible with the new technology are being replaced at no cost to the customer.
How do you know if this problem affects you?
If you are receiving an estimated bill, you may be one of the customers impacted. You should call PWSA Customer Service and they will be able to determine if a technician is required to come out and look at your meter.
Why did some customers receive a double bill in January?
Some PWSA water customers located in neighborhoods below the Monongahela River (Allentown, Mount Washington, Arlington, Duquesne Heights, Elliot, West End, Allentown, and the South Side) received estimated bills in January 2015 and an updated bill later in the month. The updated bill included an actual read and a message to discard the previous inaccurate bill.
Why were some customers in Lawrenceville affected?
Customers in Lawrenceville received a shorter billing period in December and a longer billing period in January. PWSA reviewed the customer accounts in Lawrenceville and manually adjusted those with inaccuracies.
Why is my bill higher than normal but is not an estimated bill?
Due to extreme weather conditions, some customers may experience greater than average consumption due to an internal leak.
The PWSA apologizes for any inconvenience this upgrade may have caused. If you have any questions or need additional information, please call PWSA Customer Service Monday through Friday from 8:00 am – 4:30 pm or email email@example.com.