Hilo | The Hilo service is evolving

The Hilo service is evolving. To learn more, check out our latest news! 

New! Smart water heater solutions are finally here. Shop them now.

Please note that installation of Hilo products may take longer than usual.
The Charter of French language and its regulations govern the consultation of English-language content  external link.

The Hilo service is evolving

Starting this fall, Hilo customers will automatically be enrolled in Hydro-Québec’s Winter Credit Option.

What does that mean? Previously, you received “rewards” via Interac e-Transfer; moving forward, that amount will be credited directly to your electricity bill. As for the mobile app and your smart devices, most features will remain the same.

Un client Hilo satisfait qui consulte l'application Hilo sur son téléphone.

What’s new?

Enrolment in the Winter Credit Option Credit applied to your bill “Peak demand event” instead of “challenge”

  • The Winter Credit Option works in your favour

    Starting next winter season, the Hilo service will operate with Hydro-Québec’s Rate Flex D or, for customers who are already enrolled (like you), with the Winter Credit Option added to the base rate. Just like before, you’ll receive an amount of money based on the number of kilowatt-hours you didn’t use during specific high-demand periods — now called “peak events.” This amount will now be applied as a credit on your electricity bill.

    Learn more about the Winter Credit Option

  • A credit, applied directly to your bill

    No more transfers at the end of the winter season. Now, the money you save by reducing your electricity use during peak events is automatically deducted from your electricity bill. The best part? The credited amount is calculated the same way as the former “rewards.” You save just as much — only now it’s simpler.

  • “Challenges” are now “peak demand events”

    The less electricity you use during peak events, the higher the credit on your bill. Your participation is now automatic, but you can still adjust your settings. By default, participation is set to Moderate mode, all connected devices take part in automation, and preheating is enabled for all thermostats.

    What is a peak demand event?

What’s changing in the app?

All the existing features of the Hilo app remain — you’ll still be able to add compatible devices, use remote control, schedule scenes with Hilo products, and more.

The main new feature: you’ll now have the option to opt out of automation for all connected devices before a peak event by tapping Disable automation. This lets you manually control your devices to reduce your electricity use.

Learn more about the Hilo app

Questions?

The calculation method will be the same, but it will take into account the new rate conditions — for example, that the late afternoon peak event now starts at 4 p.m. and ends at 8 p.m.

The Hilo service as we knew it had to be changed, but it was important for us to continue offering a comparable experience to our customers. The most logical choice was to add the Winter Credit Option to the base rate.

Yes, they still exist, but the schedule has changed slightly.

 

    • Morning peak event: 6 a.m. to 10 a.m
      • Optional preheating phase: 4 a.m. to 6 a.m,
      • Recovery phase: 10 a.m. to 11 a.m.

 

  • Evening peak event: 4 p.m. to 8 p.m.
    • Optional preheating phase: 2 p.m. to 4 p.m,
    • Recovery phase: 8 p.m. to 9 p.m.

At each billing cycle, the amount corresponding to your reduction during all peak events in the billing period will be credited to your bill. If you use the Equalized Payments Plan (EPP), this amount will appear every two months on your bill during the winter period, in the cost details.

“Challenge” was the term Hilo used to describe reducing consumption during a winter peak period, which allowed customers to receive “rewards.” 

 

“Peak demand event” is the term used by Hydro-Québec to define a winter period when electricity demand is expected to be very high; it’s during these “peak events” that Hilo will now automate the management of connected devices to reduce electricity consumption.

No. To “opt out of a challenge” meant not participating at all, and no “rewards” were given. However, if you choose the “Disable automation” option, it doesn’t prevent you from manually managing your devices and reducing your electricity use during a peak event — which could help you receive a credit on your bill.

Yes — you will be able to view your performance in the app throughout the entire winter season.

Are you familiar with Rate Flex D?

All new Hilo sign-ups will include Hydro-Québec’s Rate Flex D. Unlike the Winter Credit Option, Rate Flex D offers you a reduced electricity rate throughout the winter — except during peak events. This helps you save during the cold season and maintain your savings by automating your smart devices during peak events. How does that sound?

Learn more about Hilo and Rate Flex D

Questions?

 

We’re here to help!

 

Contact us at 438 289-4456 (HILO) or 1 844 500-4456 (toll free).

You can also find answers to your questions in the Help Center section on our website.

 

Visit the Help Center