Frequently Asked Questions

Natick My360 is a web-based consumer portal provided by Neptune Technology Group, allowing water utility customers to monitor their water usage in real-time, view detailed consumption data, set usage alerts, and identify potential leaks through an accessible online dashboard, essentially giving them greater control over their water consumption and promoting water conservation.

The registration process requires an email address from the user, along with an account number and either a service address or name exactly as it appears on the water bill.  Some users are not typing the address exactly as shown on the water bill, for example typing “North Main Street” instead of “North Main St”.  You only need the account number and one other piece of information, either the name or address.  If “Smith, Jane” is the billing full name, “Jane Smith" will return an error.  If you continue to have trouble, please contact the Water Division office for assistance.

Your account number is on your water bill.  If you are unable to locate one of your bills you can email us at water@natickma.org with your name and address and we can send you your account number. If you are still having problems please contact the office at 508-647-6557.

The basic answer is no, existing meters and transmitters work with the new meter read system.  Some “older” transmitters have a difficult time communicating to the system and need replacement.  If you sign up for Natick My360 and can only view monthly readings, please contact the Water Division office and we will add you to a replacement list.  Please note that while we expect 95% of the meters will be able to connect to the system, there will be a few exceptions that customers will not be able to receive daily usage.  Those exceptions, at a minimum, will still be able to see monthly usage.

Natick My360 is a third-party application hosted by Neptune Technology Group.  If the service is down Neptune will work to get the application back up and running.  Please understand that Natick My360 is a tool to help consumers monitor their water usage.  Just because the service is down doesn’t absolve the consumer from being responsible for their water usage.

Answer A: It is anticipated that the majority of customers will have as frequent as daily readings. However, a small percentage of customers will not. Some transmitters are older than others and need to be replaced.  If this is the case, please contact the office to have your address added to a list and the transmitter will be scheduled to be replaced.  

Answer B: Some transmitters (even new ones), because of topography and other physical barriers, will not be able to consistently send the data to the receivers.  Some may see weekly readings, but at a minimum everyone will see monthly readings.

WaterSmart was not able to take full advantage of the new meter reading system, therefore we moved to Natick My360.  WaterSmart had some other advantages for the end users that Natick My360 does not, but we felt the more frequent usage data is more valuable to the customer.

The water meter inside the home is wired to a transmitter that is placed on the outside of the home.  Natick uses a combination of a fixed read network (capable of reading up to daily) and a drive by read system (readings once per month).

Water usage is billed in units. On the water bill, it says “usage” then a number. That number is the number of units you are being billed for. One unit is 100 Cubic Feet of water, which is equal to 748 gallons. Therefore, one billing unit is 748 gallons.

Natick sends bills quarterly or 4 times per year.  Each bill will account for three months of usage.  Billing is conducted by the Collectors Office at Town Hall.

Yes, Natick My360 will eventually show two years worth of usage.