Customer service: A three-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 will 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 contact us, depending on your request.
Rates and peak demand events(Rate Flex D, Winter Credit Option, Hilo eligibility, Customer Space, etc.) |
Call Hydro‑Québec customer services at 514 385‑7252 or 1 888 385‑7252 (toll-free). |
Hilo service and technologies(Devices, compatibility, installation, orders, app, technical issues, etc.) |
Visit the Hilo help centre. Our virtual assistant can guide you. Call Hilo customer service at 438 289‑4456 (HILO) or 1 844 500‑4456 (toll-free). |
Hilo customer service business hours:
- Monday to Friday, 8 a.m. to 8 p.m. (8 a.m. to 6 p.m. during the holiday season)
- Saturday and Sunday, 9 a.m. to 5 p.m.
Our offices will be closed on December 25 and January 1.
Hydro‑Québec customer services business hours:
- Monday to Friday, from 8:00 a.m. to 8:30 p.m. (8 a.m. to 6 p.m. during the holiday season)
- Saturday, from 9:00 a.m. to 5:00 p.m.
Our offices are closed on Sundays.
They will also be closed on December 24, 25, 26 and 31, as well as January 1 and 2.
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 and your issue has not been resolved, 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 (social media, email or phone) to avoid duplicates. Regardless of the channel you use to contact us, the same team will reply.
3. 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 can also affect when a peak demand event happens, including:
- Weather conditions
- Power grid conditions
- Regional electricity demand
- Outages
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 which is in effect.
- Receive a notification the day before each event through the app or by email.
- Learn more about peak demand events.
