Gloved hands holding an optical probe against the port of a wall-mounted three-phase electricity meter in low warm light — **Optical probe reading on a three-phase meter**Illustrative support scene, AI-generated; meter from manufacturer photograph

Guided technical support

Tell us what happened. We will help you report it clearly.

You do not need to identify the cause. Start with the equipment and what you can safely observe. We will show what information to collect, what can remain unknown and how to request the right help.

Build my support plan ↓Possible safety or major operating issue? Call Metro Power ↗

What happens after you send it Your request becomes one traceable record with a reference. Metro Power reviews it for completeness and urgency, names the reviewer and replies with the next technical step. Any work at the equipment itself is carried out by the authorized personnel Metro Power coordinates.

Metro Power answers its phones Monday to Friday, 8am to 5pm, and usually replies to a support request within one to two business days. For an immediate hazard, follow your site emergency procedure first.

Support covers electric meters and AMI, water meters, battery storage and microgrids, EV charging and core electrical equipment.

GUIDED SUPPORT PREPARATION

Tell us what you see. We will structure the next step.

You do not need to diagnose the cause. Choose the equipment and visible symptom, then tell us what information is ready, missing or difficult to obtain.

01 · What is affected?

Choose the closest match. The exact model can come later.

On a phone, swipe to see every equipment choice.

02 · What can you observe?

Choose the symptom, not what you think caused it.

On a phone, swipe to compare every visible symptom.

Single-phase smart meter with its display, keypad and terminal block — **ShownElectric meter / AMI**Product image for identification, not an installation or a Metro Power project record. The exact model on your site is confirmed from its nameplate.

YOUR SUPPORT STARTING PLAN

Electric meter / AMI

The equipment or system is not communicating.

0OF 9
READY

WHAT THIS MAY MEAN

This confirms a communication symptom, not its cause. Power, coverage, network, device and system conditions may still need to be separated.

DO THIS FIRST

Record the exact time and visible status indicators before anyone changes settings or restarts equipment.

FOR EACH ITEM, CHOOSE ONE

Not reviewed yetI have it readyI still need itI need guidance

Never guess, disturb equipment or repeat an unsafe action just to complete this list.

01Site, responsible contact and best callback numberIdentify where the equipment is and who can safely check it while Metro Power is responding.02Date, time and first occurrenceAn estimate is acceptable. Note whether the condition is continuous or comes and goes.03Meter model, serial and service configurationA clear nameplate photo is enough to start. Do not open a sealed or energized enclosure.04Last successful read or communication timeUse the last known dashboard, report or manual reading. Choose “I need guidance” if unavailable.05Available HES, MDMS or DCU event detailsIf your utility uses these systems, attach the visible message, timestamp or screenshot; otherwise leave this for the responsible system owner.06Exact offline time and durationNote when it was first noticed and whether it returned temporarily.07Visible network, signal, gateway or modem indicatorsA screenshot or photo is sufficient; do not open equipment or alter network settings.08Connectivity checks already attemptedRecord who performed each approved check and what changed, if anything.09Actions already attempted and their resultList only what was actually tried. Do not repeat resets or changes just to complete this item.

What happens after you begin

One clear path from symptom to next action.

The same guided process supports meters, AMI, battery storage, EV chargers, water meters and related electrical equipment. Metro Power reviews and routes the request and coordinates the responsible technical work; it does not carry out installation or commissioning itself.

Make the area safe

Follow site procedures first. Only authorized personnel should isolate or inspect equipment.

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Describe what you see

Record the symptom, time and visible condition without trying to diagnose the cause.

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Gather what is available

Use safe photos, labels, readings and records. Mark anything you cannot obtain.

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Receive a reference

Submit one structured request so the issue can be traced and routed.

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Confirm the next action

Metro Power reviews completeness, urgency, owner and the responsible technical step.

Useful information, if safely available

Bring what you have. We will identify the gaps.

Model and serial number
Site and installation date
Exact symptom and first occurrence
Photos or video of the condition
Error codes, logs and timestamps
Recent approved changes
Actions already attempted
Operational urgency and affected customers

Want to know what Metro Power does next?

See how we review the request, confirm evidence, assign responsibility and record closure.

See the support process ↗

Start with the system you need to understand.

Not sure where to begin?