MassDOT apologizes for slow website when ordering E-ZPass transponders

Problems ordering E-ZPass transponder online? Try it this way.

SPRINGFIELD, Mass. (WWLP) – 22News received your e-mails about how you’re having a hard time ordering an E-ZPass transponder online. Many said the MassDOT website takes several minutes to load the page, or won’t load it at all.

The MassDOT acknowledges their system is slow and apologizes to customers. 22News tried it out to see how bad it was.

At 5:20 p.m., we logged onto the MassDOT website to try and order a transponder online. It took us about three and a half minutes to load the page.

MassDOT Director of Tolling Stephen Collins blamed heavy online traffic for making the system slow. More than 168,000 people have ordered transponders since August, that’s four times more than this time last year.

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Collins offered a tip for ordering online; “If they can wait until after 7:00 p.m., when the customer service center has shut down for the night, that would benefit them and us.”

So we tried ordering a transponder again at 7:00 p.m., and it took us about less than a minute that time.

Collins said If you order a transponder by April, your most recent invoice will be credited for the difference between the E-ZPass Massachusetts rate and the Pay-by-Plate rate. You can also order a transponder at AAA or a RMV branch.

Collins said the MassDOT website will shut down Friday night at 10:00 p.m. for three days, as they migrate 1.7-million accounts from their old system to the new one.