Nova Scotia Power is addressing customer concerns about estimated electricity bills following a cybersecurity breach that disrupted direct readings from smart meters. The utility began issuing estimated bills in June, leading to complaints from residents about inflated charges. Chris Lanteigne, director of customer care, reassures that while meters continue to accurately record energy consumption, the connection to retrieve this data was compromised. Efforts are underway to restore full functionality by early 2026, with expectations for progress by the first quarter of the new year. In the interim, the utility has employed staff to manually read meters, covering about 75% of homes, while others still receive estimates. To alleviate customer concerns, late fees and interest charges have been waived, and no disconnections are occurring for unpaid bills. Additionally, Nova Scotia Power has increased customer care staffing to reduce call wait times. The recovery from the cyberattack has been challenging, with some contractors and suppliers experiencing payment delays. Nova Scotia Power has acknowledged these issues and is working to resolve them, though progress remains slow.
How is NS Power addressing customer concerns over meter access?
