Smart Meters: Better, Smarter Service

FAQs

What is a smart meter?

A smart meter is an electric meter equipped with two-way communication technology that provides virtual meter readings and the secure transfer of your usage information to AEP Ohio for billing and operational purposes. The technology improves billing accuracy and eliminates the need for a meter reader to enter your property.

Why is the current metering system being replaced?

The current electric grid is being upgraded to take advantage of emerging technologies to offer more benefits to our customers. Smart meters will replace the current meters used in homes to record electric usage.

How will I benefit from having a smart meter?

Smart meters report usage information to AEP Ohio through a secure wireless communication. The meter provides information to our crews that expedite response times and outage repairs. Since we don't need access to your property to read the meter, it simplifies the billing by eliminating estimated bills.

It also works with your energy dashboard to help you manage your energy usage from your smartphone, tablet or laptop. See how you are using energy, in both dollars and kilowatt hours, and set energy usage alerts. You'll also receive tips on how to reduce your energy use.

What should I expect during installation?

You don't need to be home during installation; a technician will knock on your door upon arrival. All workers will have an AEP badge and a company vehicle. Be sure your meter is accessible and pets are put away. You'll experience a brief power outage of no longer than a few minutes as we replace the meter.

Can I schedule my installation?

If you prefer to schedule an appointment call 866.484.7526 or email AEPOhSmartGrid@aep.com.

What is my smart meter display telling me?

Your smart meter shows three separate rotating displays:

1. One display will show whether your electric service is on or off. If it says "CLOSED" your power is on. If it says "OPEN" your power is disconnected and you should contact the AEP Ohio Customer Solutions Center at 800.672.2231.
2. The next display shows your cumulative electric usage in kilowatt-hours (kWh). This is the amount of energy that has flowed through your meter since it was installed. AEP Ohio uses this information to calculate your bill.
3. The third rotating display, which includes a decimal point, shows the electricity demand reading in kilowatts (kW), which is used for operational purposes (it is not used for calculating your bill).

Will my meter still be read by a meter reader each month?

No, the smart meter enables us to read your meter without setting foot on your property or disrupting your schedule. Your smart meter sends your energy use details directly to us. If you are moving and need to start or stop service, it can be done without a visit to your home.

How can I access my energy usage?

You can visit AEPOhio.com/Usage and register for online access to your AEP Ohio account. You will be able to view your energy usage, which in turn will help you make decisions on how to save.

How will I know if the meter technician on my property really works for AEP Ohio?

All of our installers will be able to provide proper identification at your request. They will also be driving properly marked vehicles. Both will have the AEP Ohio logo. If you're still unsure, you can call 888.883.6977 to confirm if one of our employees or contractors is visiting your address.

Will I be billed differently after the meter upgrade?

No, you will continue to be billed as you are today.

If you need help on your electric bill, log in at AEPOhio.com/BillHelp to take a quick, six-question survey to find available budgeting and assistance programs that may help you and make budgeting easier.

Do I have to have my meter replaced with a smart meter?

If you own your property, you can request not to have a smart meter installed prior to your planned installation date. If you do so, you will pay a monthly fee of $24.00. Please note: this monthly fee option does not guarantee an actual meter read each month and monthly bills at times may be based on estimated usage with a true-up to actual usage upon AEP Ohio obtaining an actual meter read. However, AEP Ohio will attempt to read the meter at regular monthly intervals. The monthly fee of $24.00 will be billed monthly on your bill and is considered a tariffed charge. In addition, opt-out service does not guarantee that you will retain your existing meter. AEP Ohio may replace meters for customers on opt-out service with meters that do not have one-way or two-way communications.

Please call us at 888.883.6977 or reach out via email.

AEP Ohio may refuse to provide advanced meter opt-out service in the following circumstances:

1. If such a service creates a safety hazard to consumers or their premises, the public, or our personnel or facilities.
2. If a customer does not allow the electric utility's employees or agents access to the meter.

Customers will be notified that if they are enrolled in a product or service requiring an advanced meter as a condition of enrollment that the customer must choose a different product or service prior to the installation of a non-communicating meter. This opt-out provision is not available to any customer taking net metering service or generation service under a time-differentiated rate. Customers or property owners who refuse both the meter opt-out option and do not allow AEP Ohio to access the meter for replacement are subject to disconnection.

Does the new smart meter have to go the same location as the current meter?

If you are a property owner, you can request that the new meter be installed in a different location on your property. The cost to relocate the meter to a new location will be the owner's responsibility. Please call us at 888.883.6977 or reach out via email.

My smart meter was installed but I don't want it. What can I do?

If you are a property owner and your smart meter has already been installed, you can have it uninstalled for a one-time charge of $43 to remove the smart meter and install a digital, white-faced meter. This fee will be billed separately and must be paid prior to AEP Ohio scheduling the smart meter removal. To opt out, please call us at 888.883.6977 or reach out via email. After the smart meter is removed, you will pay a monthly fee of $24 going forward.

AEP Ohio may refuse to provide advanced meter opt-out service in the following circumstances:

1. If such a service creates a safety hazard to consumers or their premises, the public, or our personnel or facilities.
2. If a customer does not allow the electric utility's employees or agents access to the meter.

Customers will be notified that if they are enrolled in a product or service requiring an advanced meter as a condition of enrollment that the customer must choose a different product or service prior to the installation of a non-communicating meter. This opt-out provision is not available to any customer taking net metering service or generation service under a time-differentiated rate. Customers or property owners who refuse both the meter opt-out option and do not allow AEP Ohio to access the meter for replacement are subject to disconnection.

I received a door hanger that said you weren't able to install my new smart meter. Why not?

For the safety of our crews, we may not be able to successfully install your smart meter if there is a loose pet, the gate permitting access to your meter is locked or for a number of other reasons.

Please call us at 866.484.7526 or reach out via email to schedule an appointment for us to return to install your new smart meter.