Real-time power demand and consumption data was available in my Hilo app, but not anymore

If real‑time power demand or consumption data that was previously available in your Hilo app is no longer showing, there may be several reasons.

Possible causes

1. Temporary technical issue

This may be caused by a temporary issue affecting:

• Communication between your devices
• The Hilo app
• Data transmission

In most cases, the issue resolves on its own.

If the issue persists and none of the causes above apply to your situation, please contact our customer service team at 438 289-4456 or 1 844 500-4456, or via the mobile app under the Profile tab, Help section, Contact us.

2. New meter

If your meter was recently replaced and the meter number on your bill begins with the letter “A,” real-time data will not be available until a new solution is implemented. New meters use a different communication technology. Replacing the Zigbee communication module with a Wi‑Fi card changed how the communication protocol works, which currently make it impossible to transmit real‑time data. If you have any questions, please contact Hydro‑Québec at 1 855 462-1029 (Monday to Friday, 8 a.m. to 6 p.m.).

Please rest assured that even if real‑time power demand is not displayed: 

• The automation of your smart devices will continue to operate as expected during peak demand events, without affecting your savings. 
• The service remains fully available, including features like remote control. 
• You can access your consumption the next day in the Hilo app and in your Customer Space on the Hydro‑Québec website. 

If you have questions about a new meter, please contact Hydro‑Québec at 1 855 462-1029 (Monday to Friday, 8 a.m. to 6 p.m.).