Real-time power demand and consumption data is not shown in the Hilo app

Certain energy consumption data, including real-time power demand, may not appear in the Hilo app. There may be several reasons for this.

First: Allow time for activation

After the Hilo solution is installed, it may take up to seven business days for real-time power demand and energy consumption data to become available in the Hilo app.

Other possible reasons:

1. Distance between the meter and the Hilo hub

In some types of homes, particularly multi‑unit residential buildings, the electricity meter may be located far from the Hilo hub (for example, in a common area or in the basement). This distance can interfere with communication between the devices and prevent real-time data from being displayed.

2. Physical environment or interference

Elements like concrete walls, metal structures and certain electronic devices can interfere with communication between the meter and the Hilo hub.

3. 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 makes 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 your data is still not available after seven business days and none of the reasons above apply to your situation, please contact our customer service team at 438 289-4456 or 1 844 500-4456, or via the app under the Profile tab, Help section, Contact us.