Water Meter Update: What You Need to Know
- 1 day ago
- 3 min read
Over the past several months, my office has received a significant volume of calls and emails from residents who were understandably shocked and confused by unexpectedly high water bills. This issue also came up directly at our recent Seniors Roundtable, where many participants shared their frustration and worry. I covered what was going on in an E-Blast in October 2024, but it’s clear that it’s time for an update!
As a reminder, the City of Toronto is dealing with a city-wide failure of Water Meter Transmission Units (MTUs) — the small battery-powered devices attached to your water meter that automatically send your water usage data to the City for billing.
The MTUs across Toronto were installed between 2009 and 2015, and they were designed to last 20 years. They are failing far ahead of schedule. As of early 2026, more than 70% of the city's 470,000 units, roughly 329,000 homes and businesses, have already failed. This isn't a Toronto-specific problem either; municipalities across North America are dealing with the same premature failures from the same equipment. City staff first flagged the spike in failures back in the winter of 2023, and since then the situation has accelerated sharply, with 11,000 to 12,000 new failures happening every single month.
When your MTU fails, your billing shifts to estimates. For some households those estimates have tracked reasonably well. For others, especially those whose usage patterns have changed, the estimates have come in noticeably higher than what was actually used. That is the source of so many of the calls my office has received, and it's a completely legitimate concern.
What the City Is Doing About It
Last May, City Council approved a full city-wide replacement program to swap out all 470,000 MTUs over three years. That program officially launched on April 1st of this year. The City has contracted Neptune Technology Group Canada to carry out the in-home replacements. The work is rolling out zone by zone across nine geographic areas of the city, with full completion expected by fall 2028. The total investment is approximately $103 million, covered through Toronto Water's budget, not as a charge to residents. This will not cost you anything. Additionally, the City is in active negotiations with the manufacturer on cost recovery for the faulty devices.
Our ward falls within Zone 3 of the city-wide replacement program. Replacements in Zone 3 are scheduled for Winter 2026/2027. The City will send you advance notice before Neptune begins work in your zone. You'll then receive instructions from Neptune directly on how to book your appointment. The actual replacement takes about 20 to 30 minutes, your water will not be shut off, and you simply need an adult at home to let the technician in. Neptune staff will carry photo ID, wear a company uniform, and arrive in a clearly marked vehicle, and they will never ask you for payment.
What You Can Do Right Now
You don't have to wait for your replacement appointment to get a handle on your bill. If you've been receiving estimated bills, which can be identified by a yellow-highlighted notice on the front of the bill, the single best thing you can do is submit a manual water meter reading. That gives the City your actual usage and allows them to adjust your account accordingly. You can do that by calling 311, or through the online portal at toronto.ca/MTUreplacement.
If you've already had your MTU replaced and your bill still doesn't look right, please call 311. There is a dedicated customer care team available Monday to Friday, 8:30 a.m. to 6 p.m., specifically set up to help residents work through billing questions related to this issue. Any overpayment made during the estimated billing period will be automatically credited back to your account, you don't need to chase that down yourself.
And of course, my office is here to help. If you've called 311 and still have questions, if you're feeling overwhelmed navigating the process, or if you just want someone to talk it through with, please don't hesitate to reach out to us directly. We've been fielding these calls for months and we're happy to point you in the right direction.
I know that an unexpected bill, especially on a fixed income can cause real stress. This situation has been frustrating for a lot of people, and that frustration is warranted. The City is working hard to get this resolved, and I'll be keeping a close eye on the program's progress right through to our Zone 3 replacements this winter. You've got my office in your corner.
