Customer service: A four-question check-in
Last April, we made our connected devices more accessible than ever by offering them at no cost, and the response was very positive. That, combined with the early cold weather and rate option change led to an exceptional volume of requests. We know this can be frustrating, and our team is working hard to improve the situation. In the meantime, here are the answers to four of the most frequently asked questions.
Note: This article will be updated regularly to keep you informed with the latest information.
1. Why are Hilo’s customer service wait times longer than usual?
When we decided to offer our connected devices at no cost, we doubled the size of our customer service team to handle as many calls as possible. However, the call volume doubled in just a few months, creating a very high number of requests, well beyond what we expected. This has resulted in unusually long response times for several weeks.
We are fully aware of the situation, and our teams are working hard to reduce wait times as quickly as possible so that we can provide you with the support you need. We also plan to expand our teams by 50% at the beginning of 2026.
2. How can I get the answers to my questions?
Here are the best ways to reach us, depending on what you need.
- Questions about peak demand events or your rate: call Hydro-Québec customer services at 514 385-7252 or 1 888 385-7252.
- Questions about Hilo or about an order or $0 thermostats: visit our help centre. Our virtual assistant can guide you.
- Technical issues or an emergency: call Hilo customer service.
Our business hours:
- Monday to Friday, 8 a.m. to 8 p.m. (8 a.m. to 6 p.m. during the holiday period)
- Saturday and Sunday, 9 a.m. to 5 p.m.
Our offices will be closed on December 25 and January 1.
Important note: We will not take calls that are waiting in the queue at closing time. Please call back during business hours.
- No time to wait on hold? Use our callback service and go about your day. We’ll call you back as soon as possible. Note: If we are unable to reach you, please contact us again.
- Need to change or cancel your installation appointment? Use the link in your appointment confirmation email or in the reminder email sent five days before the appointment.
Please limit your communications to a single point of contact to avoid duplicates. Whether you contact us by email, phone or social media, the same team will reply.
3. Are there long waits for installation appointments?
Now that winter has begun, we’re prioritizing installations for new customers so as many people as possible can save this winter. You can place a new order at any time.
- When you place your order, select your appointment date online (no need to call).
- The available time slots vary by region, but many are still available in January and February 2026.
4. What factors lead to a peak demand event?
Peak demand events often occur on very cold days, when a lot of energy is required to heat homes. But each winter is different, and several factors–including weather conditions, the state of the distribution system, regional electricity demand and outages–can also affect when a peak demand event happens.
This year, higher demand started in early December, when some facilities were still offline for scheduled seasonal maintenance, which runs until mid-December. Some of that equipment is now back in service. Rest assured: We’re able to meet demand, thanks in part to Hilo, and we’re all ready for the peak periods expected in January and February.
To make it easier for you to participate in peak demand events:
- View your hourly, daily and weekly electricity use in the Hilo mobile app.
- Hilo customers are signed up for Rate Flex D or the Winter Credit Option. Peak demand events can occur at different times depending on the option.
- Receive a notification 12 hours before every event through the app or by email.
- Learn more about peak demand events here.
