Meter Replacement FAQs

General Meter Replacement Questions and Answers

Why did I receive a notice or a postcard?

We notify customers in advance, so you are aware of work occurring in your area and know what to expect. Your neighbors also may have received a postcard about the upcoming work.

Why is my meter being replaced?

We are replacing direct-read meters and upgrading to automated meter reading (AMR) technology in targeted areas. This upgrade allows us to collect readings more efficiently and support improved system performance

Is there a cost for the replacement?

No. Meter replacements are part of our system improvement efforts and are completed at no cost to customers.

How can I verify the crews performing the work?

Our employees and contractors carry identification and use clearly marked vehicles. Please ask for identification if needed.

Who should I contact if I have questions?

Please contact our customer service team at (317) 924-3311 during business hours or (317) 927-6000 after business hours.

Natural Gas Meter Replacement Questions and Answers

Do I need to be home for a natural gas meter replacement?

Yes. In most cases, someone must be present to allow access to restore natural gas service.

Will my natural gas service be interrupted, and what if I am not home?

Yes. Your natural gas service will be temporarily interrupted during the replacement — typically for two hours or less.

If we are unable to gain entry to your home at the time of the upgrade, we can still replace your meter; however, your natural gas service will remain off until we can complete a safety inspection of the natural gas appliances inside your home

Once you are home, please contact our customer service team at (317) 924-3311 (during business hours) or (317) 927-6000 (after business hours). A technician will return to safely restore your natural gas service.

Water Meter Replacement Questions and Answers

Do I need to be home for a water meter to be replaced?

• If your meter is outside in a pit and accessible: No, you do not need to be home. These replacements typically take one hour or less to complete.

• If your meter is located inside (such as in a basement): Yes, someone must be present to provide access. These replacements typically take one hour or less to complete.

Will my water service be interrupted?

There may be a brief interruption during the replacement, but service is typically restored immediately once the work is complete.

What if I am not home and access is needed?

If we are unable to access your meter, we will complete as much work as possible. If your service is impacted, you can contact our customer service team at (317) 924-3311 during business hours or (317) 927-6000 after business hours once you are home, and we will work with you to restore service.

What should I expect after my water meter is replaced?

Your service should return to normal immediately. If you notice any issues, please contact our customer service team at (317) 924-3311 during business hours or (317) 927-6000 after business hours for assistance.

What should I expect after my water meter is upgraded?

Because your water will be temporarily turned off during the meter replacement, you may notice air in your lines or discolored water once service is restored. This is normal. To clear this, run a cold-water faucet, preferably a high-flow fixture such as a bathtub, for several minutes until the water runs clear.

Important:

• Use cold water only when flushing your system.

• Do not use hot water until the lines have been fully cleared.

If you experience any ongoing issues such as leaks, low pressure, or other concerns after the installation, please contact our customer service team at (317) 924-3311 during business hours or (317) 927-6000 after business hours for assistance.