So you've got a new smart meter, and you're probably wondering what Sense is or why the app still isn't showing your home's energy. Here's what's happening and what to do while you wait.
What is Sense, and why is my utility offering it?
- Sense is a technology partner working with your utility, not a vendor you signed up with directly.
- Utilities are actively replacing older residential meters with Sense-enabled smart meters. If yours is one of them, your new meter is Sense-capable by design, though it may still need a software update.
- Utilities set meter upgrade timelines on their own schedule, not in response to customer requests, so eligibility comes in waves.
- Once your meter has the right software and your utility has started inviting customers, setup can take as little as a few minutes. If a software update is still needed on your meter, the wait can run from a few days to a few months, depending on your utility.
I already have my new meter. What happens now?
Open the Sense app and follow the prompts to set up your account. If your smart meter isn’t ready yet, completing the setup attempt will automatically place you in the queue. No further action is required from you.
Check to see if you’re eligible to use the Sense Home app here. If you're eligible, you can start enjoying the real-time benefits of Sense.
Please note: Not all utilities utilize this eligibility tracker. If you’re eligible, you can start enjoying the real-time benefits of Sense.
- If Sense has launched in your area but your meter isn't eligible, the most common reason is software updates: your meter's manufacturer needs to push an update before Sense can read your data.
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You'll usually hear from your utility once you're ready, if you have an email on file with the utility and haven't opted out of marketing emails.
- You don't have to wait for it, though: opening the Sense app and trying to set up your account tells you immediately where you stand, and if you’re not eligible yet, we’ll know to contact you once you are.
I’m a Rhode Island Energy (RIE) customer| How do I get started with Sense?
If you’re a Rhode Island Energy customer, there’s a good chance your meter is already ready for Sense. Most smart meters deployed across the RIE service area are eligible, so before you do anything else, download the Sense App and start onboarding.
Please note: not all utilities utilize this eligibility tracker.
What happens next
- If you’re shown as eligible, you can get started right away and begin enjoying the real-time benefits of Sense.
- If your meter isn't accessible yet, don't worry. You'll be added to the queue automatically, and there's no need to contact Rhode Island Energy. If you try to onboard and your meter isn't ready, Sense will notify you as soon as it is; no action needed on your part.
Once you receive your notification, simply follow the setup instructions in the email to link your meter and start monitoring your home’s energy use in real time.
Can I do anything now?
Software upgrades move on the smart meter manufacturer's schedule in collaboration with your utility, so this will require a wait. A long wait doesn't mean something's gone wrong. Updates roll out in batches, and location affects how quickly yours arrives.
What to do once you're eligible
We’ll send you an email if you already have a Sense account when your meter is updated. From there, head to the Sense app to finish getting connected.
Reminders;
- Give Sense a little time to learn about your home.
- Device detection identifies individual appliances by watching patterns over days and weeks, so an empty device list on day one isn't a bug; it's Sense learning.
Still have questions or feel stuck? We’re here to help. Browse the Help Center for more info or contact us.