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Hilo by Hydro-Québec

• Residential
  • Promotions
  • Our smart home service
    • The Hilo challenges
    • The app
  • Hilo products and compatible devices
    • Thermostats
    • Compatible devices
      • Honeywell
      • Mysa
      • Sinopé
    • Electric vehicle charging
    • Indoor heating
      • Hilo smart thermostat for electric baseboard and convection heater
      • Hilo smart thermostat for electric radiant floor
    • Additional products
      • Full color smart bulb
      • Smart In-Wall Switch
      • White smart bulb
      • In-Wall Smart Dimmer
      • Add-on Switch (3-way or more)
      • Smart Smoke Detector
      • Smart Weather Station
      • Smart Plug-In Switch
      • Hilo hub
      • Google Home
      • Amazon Echo
    • Electric mobility
      • Compatible chargers
  • Help Center
    • Help Center - App
      • Use
        • Which devices are compatible with the app?
        • Which complementary devices are compatible with the app?
        • “Hub offline” is displayed on my app’s Home screen.
        • Having problems controlling a device with the app?
        • What is a favorite device?
        • Giving your device a name and linking it to the right room
        • Re-pairing a device
        • Adjusting brightness and set temperatures from device tiles
        • Display customization
        • Which operating systems does the app run on?
        • Signing in to the Hilo app: what are my username and password?
        • I have more than one Hilo account and would like to be able to log in more quickly. How can I do this?
        • How can I send feedback or report a bug in the app or a device?
        • How do I delete my account on the Hilo app?
      • Scenes
        • How can I create a scene?
        • What is a scene?
        • Why should I add a schedule to a scene?
        • Can I modify an existing scene?
        • Can I stop a scene that’s in progress?
        • Can I pause a scheduled scene?
        • What is a favourite scene?
        • Scheduled Scenes Recurrence
      • Consumption
        • How is a home’s current consumption determined?
        • Real-time power and consumption data is not available on my Hilo app.
        • Real-time power and consumption data was available on my Hilo app, but not anymore.
      • Tips and tricks
        • Navigating between the different rooms
        • Changing the order in which rooms are displayed in the app
      • Known bugs
        • Sometimes, when I open my app, the tiles don’t show the actual status of my devices, and some of control buttons are no longer visible.
        • Error message in the app > Oops…
        • The tile on one of my thermostats is displaying N/A in the top right corner.
    • Help Center - Hilo products
      • Hilo Hub
        • How to connect smart products to Hilo?
        • Where should I set up my Hilo hub?
        • How to set up the Hilo Hub
        • Having trouble pairing a device?
        • What do the color codes in my Hilo hub mean?
        • Hub Replacement Procedure
      • Hilo smart thermostats for electric baseboards
        • How to pair a Hilo smart thermostat for electric baseboards
        • How can I activate the time display on my Hilo thermostat?
        • The outdoor temperature indicated by my thermostats is different from those on my app and on the Weather Network/MétéoMédia
        • My Hilo smart thermostat for electric baseboards and convectors is warm to the touch
        • Can I install the thermostats myself?
        • What happens to my old thermostats after the Hilo installation?
        • My thermostat has reached its set temperature, but the electric heater is still running.
        • Can I turn my thermostats off during the summer?
      • Hilo smart thermostat for radiant floors
        • How do I add my compatible Hilo thermostat for electric floor heating in the Hilo app?
        • Is it possible to participate in Hilo challenges and get rewards with the radiant flooring thermostat?
        • How can I activate the time display on my Hilo thermostat?
        • Do I need to have an electric radiant floor heating system installed before I can add the Hilo smart thermostat for electric floor heating to my order?
        • What type of radiant flooring is compatible with Hilo smart thermostat for electric floor heating?
        • What types of temperature readings are available with Hilo smart thermostat for electric floor heating?
        • My Hilo smart thermostat for electric floor heating is warm to the touch
        • Can I install the Hilo thermostat for electric floor heating myself?
        • Nothing is displayed on the screen of my Hilo smart thermostat for electric floor heating
        • Can Hilo replace my defective floor temperature probe during the installation of the Hilo smart thermostat for electric floor heating?
        • Is Hilo’s smart thermostat for electric floor heating compatible with other non-electric sources of radiant floor heating?
        • What is an expansion unit for electric floor heating thermostats?
        • What items do I need to get to be able to pair my compatible (non-Hilo) thermostat for radiant flooring with the Hilo hub?
        • I already have Hilo service and I would like to get the thermostat for electric floor heating. Will I need to pay for installation?
        • My Hilo smart thermostat for electric floor heating is displaying an error code
        • Can I earn more rewards with a thermostat for electric floor heating than with a Hilo thermostat for electric baseboard heaters?
        • Is there a way to distinguish between my thermostat for electric floor heating and other thermostats in the Hilo application?
        • Can I install the Hilo smart thermostat for electric floor heating if the total load of my installed system is higher than the capacity limit for a single thermostat?
        • Are other models of thermostats for electric floor heating compatible with the Hilo service?
        • How long will it take to install the Hilo thermostat for electric floor heating?
        • The Reset indicator button on the right side of my Hilo smart thermostat for electric floor heating is lit (red). What should I do?
      • Voice assistants - Google Home
        • How can I configure the Google Home voice assistant to control my Hilo devices?
        • When I try to control my Hilo devices through the Google Assistant, I get an error message saying that Hilo is not available.
      • Voice assistants - Alexa
        • How can I configure the Alexa voice assistant to control my Hilo devices?
        • When I try to control my devices through the Alexa voice assistant, I get an error message saying I have to disable the Hilo Énergie Skill, then reenable it.
      • Beta project – Smart solution for water heaters
        • How to pair the electric water heater controller with the Hilo hub?
        • Are the water heaters ready to participate in challenges as soon as they’re installed?
        • What’s different about Hilo’s solution compared to the competition’s?
        • Do you have to buy a new water heater to get the Hilo smart solution?
        • Who handles the installation, Hilo or HydroSolution?
        • How does the water heater load controller work?
        • What happens to my water heater during challenges?
        • Does that mean I won’t have any hot water during challenges?
        • Can you guarantee there is no risk of legionnaires’ disease caused by challenges?
        • Can I still control my water heater manually (or using the Hilo application)?
        • I have the smart solution for water heaters, but not Hilo thermostats
        • Will Hilo’s smart solution for water heaters affect a water heater’s lifespan?
        • The water in my water heater is cold. What should I do?
        • I’m unable to control my water heater load controller with the Hilo app. What should I do?
        • The DR/MFR indicator light is green. What does this mean?
        • My water heater is leaking. What should I do?
        • The load indicator light is flashing red. What should I do?
        • What happens to my water heater load controller if there’s a power failure?
        • Can I adjust the temperature of the hot water in my water heater?
      • Complementary products
        • How to pair a color smart bulb
        • How to pair a white smart bulb
        • Adding the Netatmo Weather Station to the Hilo app
        • Adding a smoke detector to the Hilo app
        • How to pair a smart plug
        • How to pair a smart dimmer
        • How to change the blue indicator light status on the smart in-wall switch?
        • How to change the blue indicator light status on the smart in-wall dimmer?
        • Which devices are compatible with the smart plug?
        • The consumption indicated in my app shows the electricity use of which device plugged into my smart plug?
        • I’ve plugged two devices into my duplex plug. How can I switch only one of the two on or off?
        • Having problems pairing or controlling a device far from the hub? Adding a smart plug could help. Here’s how
        • How to change the blue indicator light status on the smart plug?
        • How to pair a smart in-wall switch
    • Help Center - Compatible devices
      • General questions
        • What is a compatible product or device?
        • How much is the bonus offered with Hilo-compatible products? Can it be combined?
        • Will Hilo continue to expand its range of compatible thermostats?
        • If I already have a compatible thermostat, how do I join Hilo?
        • What are the steps to link my compatible thermostat to Hilo?
        • Do you provide a rebate to compensate me for the purchase of my compatible thermostat?
        • Can I pair one or more compatible devices if I'm already with Hilo?
        • Can I add a compatible device to the programming of a Hilo scene?
        • Is the warranty of my compatible device void if I add it to the Hilo app?
        • How are challenge rewards calculated when you have one or more compatible devices?
        • What is the bonus associated with Hilo-compatible devices, and when will I receive it?
        • Can Hilo install my compatible device in my home?
        • Will I be able to continue to control my compatible device via the manufacturer's app after connecting it to the Hilo app?
        • Are all Hydro-Québec customers eligible to connect their Hilo-compatible smart thermostats?
      • Honeywell Home
        • How do I know if my Honeywell Home thermostat for central heating is compatible with Hilo?
        • How to connect Honeywell Home thermostats to Hilo
        • Can I control my Honeywell Home thermostat with my Hilo app?
        • I have a problem with my compatible Honeywell Home thermostat; who should I contact?
        • Can I add other thermostats to my Hilo app after adding a Honeywell Home thermostat for central heating?
        • If I don’t have a smart thermostat for central heating that is compatible with Hilo, can I buy one from Hilo?
        • Can the bonus offered to those who already have Honeywell Home thermostats be combined with other discount offers?
        • Can I connect more than one compatible Honeywell Home thermostat to the Hilo app?
        • When it comes to challenges, what modes of participation are available for the compatible Honeywell Home thermostat for central heating?
        • Is the activation of pre-heating before a challenge recommended for my compatible Honeywell Home thermostat for central heating?
        • Do you recommend cancelling an overnight reduction in temperature by my Honeywell Home thermostat the day before a challenge?
        • Can I exclude my compatible Honeywell Home thermostat for central heating from a challenge?
        • Can I change the temperature during a challenge using the Hilo app or a voice assistant?
        • Required setting to add a compatible Honeywell Home thermostat to the Hilo app, if the default browser on an Android phone is Firefox
      • Mysa
        • How to connect Mysa thermostats to Hilo
        • Can I control my Mysa devices with my Hilo app?
        • When it comes to challenges, what modes of participation are available for compatible Mysa thermostats?
        • I have a problem with my compatible Mysa thermostat; who should I contact?
        • I have a Hilo-compatible Mysa thermostat. During a challenge, I noticed the temperature didn’t drop as much as I expected. Is that normal?
        • Which Mysa thermostat models are compatible with Hilo?
      • Sinopé
        • How to connect Sinopé thermostats to Hilo
        • Can I control my Sinopé devices with my Hilo app?
        • When it comes to challenges, what modes of participation are available for compatible Sinopé thermostats?
        • I have a problem with my compatible Sinopé device; who should I contact?
        • I own Hilo-compatible Sinopé devices that were purchased within the past few years. Am I eligible for the cash bonus?
        • Do I still need the Hilo hub if my devices use a Wi-Fi connection protocol?
        • What happens with Sinopé devices that were already subsidized by Hydro-Québec during the pilot projects (winters 2022-23 and 2023-24)?
        • Which Sinopé thermostat models are compatible with Hilo?
      • EVduty home charger
        • How do you add an EVduty home charger to the application?
        • What happens if I want to charge my vehicle during a challenge?
        • What is the Hilo smart solution for electric vehicle charging stations?
        • What do I need to join this service?
        • How much does Hilo’s Electric vehicle charging solution cost?
        • How can I verify if my charger can connect to a wireless network?
        • What models of chargers are compatible with Hilo’s Electric vehicle charging solution?
        • I don’t have a compatible charger. Can I still participate in Hilo challenges with my electric vehicle?
        • What is the purpose of updating Elmec Smart-Home?
        • Does Hilo sell electric chargers?
        • How is the reward for my home charger calculated?
        • If my vehicle recharges during a Hilo challenge, will this affect my rewards?
        • Will my vehicle be fully recharged before the next time I need to use it?
        • Can I connect my vehicle even if a challenge has been scheduled?
        • I have the solution for electric vehicle charging, but not Hilo thermostats
        • Can I warm up my vehicle during a Hilo challenge?
    • Help Center - Hilo Rewards and bonuses
      • How it works
        • How will the rewards I’ve earned be paid?
        • When are the rewards paid out?
        • Hilo | How are my rewards calculated?
        • How is my reference consumption calculated?
        • How do I collect my rewards?
        • What does the bonus for a compatible device include, and how will it be issued to me?
        • If I have more devices than the limit, can I find out which device will receive a bonus?
        • Do I need to provide proof of purchase to receive my bonus for an eligible device?
        • Which devices are eligible for a bonus?
      • Tips and tricks
        • How can I optimize my rewards?
        • Where is the information on my participation in the challenges and the rewards I’ve earned?
        • What will happen if my Hydro-Québec meter and Hilo hub cannot be connected?
    • Help Center - Hilo Challenges
      • How it works
        • What’s a Hilo challenge?
        • Hilo | How long do the challenges last?
        • Are the challenges always at the same times?
        • How many challenges are planned every winter?
        • What is a peak period?
        • Why should I reduce my electricity consumption in peak periods?
      • Before a challenge
        • How can I participate in the Hilo challenges?
        • How to adjust your challenge settings ?
        • Can I choose to opt out of a Hilo challenge?
        • When will I be notified of a challenge?
        • I have an Android phone and I don’t receive the Hilo challenges notifications
      • During a Challenge
        • I failed a challenge. How come?
        • What happens if I fail a challenge?
        • What happens if I increase the set temperature of a thermostat during a challenge?
        • How could the programmed scenes affect the behaviour of my thermostats and the temperature during a challenge?
      • My Settings
        • I was cold during the last challenge. What should I do?
        • I was hot during the last challenge. What should I do?
        • Will I have to compromise comfort?
        • What is preheating?
        • Can I systematically exclude a particular thermostat from Hilo challenges?
      • Challenge cancelled
        • What happens when a challenge is cancelled by Hilo?
        • If a challenge is cancelled by Hilo, will I still get a reward?
      • Tips
        • 4 Ways to Maximize Your Chances of a Successful Challenge
    • Help Center - Conditions
      • Sales and Refunds
        • Hilo | Returns and exchanges
        • Are you eligible for Hilo
        • Cancellations and changes
        • What is a credit balance?
        • Hilo | Which devices are eligible for financial assistance?
        • Hilo | How many Hilo devices does the credit apply to?
        • Do fees apply for returning a device that was included in my order?
        • What happens if I move, can I transfer my Agreement?
        • Can I terminate my Agreement?
        • What guarantee do you provide for your products?
        • Payment methods
        • Warranty
      • Installation, appointment and delivery
        • Hilo products installation
        • Hilo product delivery
        • Are installed devices guaranteed?
        • What happens if I miss my installation appointment?
        • What should I do if I need to change the date of my appointment?
        • How late can I cancel my installation appointment?
        • I’m a Hilo customer and would like to add one or two thermostats to my home. Will there be an installation fee?
        • Can I order more thermostats beyond the ones that will be installed for me?
        • When can I make an installation appointment?
        • How long does the installation last?
      • Participant Agreement
        • Hilo | What happens at the end of the 12-month commitment period?
        • Hilo | What is the difference between a credit balance and financial assistance?
        • Hilo | What happens if I decline more than 10 challenges?
        • Hilo | Which products can the financial assistance apply to?
        • Hilo | How many Hilo devices does the credit apply to?
        • Hilo | What happens if I cancel my Hilo Participant Agreement before the end of my financial assistance agreement term?
      • Moving
        • What happens if I move? Can I transfer my Agreement?
        • Do I need to contact notify both Hilo and Hydro-Québec before my move?
        • Do I need to leave my thermostats behind when I move?
        • What happens if I move and still have a credit balance?
        • Can I reinstall my old Hilo devices in my new home?
        • What should I do if there are already Hilo devices in my new home?
        • I just moved in and want to sign up for Hilo. What should I do?
      • Terms and conditions
        • Hilo app terms of use
        • Hilo app privacy policy
        • Google voice assistant
        • Alexa voice assistant
        • Hilo | Voice assistants
        • Data security
      • Withdrawal of complementary products
        • Which complementary products that were initially available are no longer sold by Hilo?
        • Why did Hilo withdraw the complementary products?
        • Can I continue using the products I bought from Hilo for my home, even if you no longer sell them?
        • Will Hilo continue offering technical support for products that it no longer sells?
        • Can I obtain one of these withdrawn products from a supplier other than Hilo and add it to my smart home?
        • Does the product warranty still apply even though it is no longer for sale?
        • Will I receive a credit or a refund for a product that is no longer available for purchase?
        • Can I keep using products that are no longer sold or supported by Hilo?
    • Help Center - FAQ
      • FAQ - Frequently asked questions about Hilo
        • FAQ - How many challenges are planned every winter?
        • FAQ - How can I check if I'm eligible for Hilo?
        • FAQ - What is involved in joining Hilo?
        • FAQ - Are there any additional fees after purchase?
        • FAQ - What is the return on my investment?
        • FAQ - How do I earn rewards?
        • FAQ - How does the program Invite a friend work?
        • FAQ - Is installation still included?
        • FAQ - What is the maximum number of devices?
        • FAQ - What is a credit balance?
        • FAQ - What devices are compatible with the Hilo app?
        • FAQ - Can I join the Hilo solution for heating if my electric baseboards provide less than 50% of my home’s heat.
        • FAQ - Is Hilo compatible with the Apple HomeKit and Google Nest ecosystems?
        • FAQ - Do the Small, Medium and Large Home bundles still exist?
  • Hilo Blog | News and tips
    • New: participate in Hilo challenges with your current thermostats!
    • Are you a tenant? Hilo is for you, too!
    • Inflation: Here's how Hilo can make you money
    • Already energy-conscious? Here's why Hilo is still for you...
    • Connect as many devices as possible for maximum rewards!
    • Which should you get, a fully electric vehicle or a rechargeable hybrid?
    • Hilo challenges: We answer your questions!
    • Taking Hilo challenges as a family is easy!
    • Participant Agreement: 5 things to remember
    • 5 great features in the Hilo app
    • 4 basic scenes to get you started
    • Why make a 3-year commitment to Hilo?
    • Winter consumption peaks: answers to your questions
    • Will I be cold during the challenges?
    • Subsidies for charging stations: a welcome financial boost
    • The Hilo electric vehicle charging solution: A helpful tool
    • (Almost) everything you need to know about charging stations
    • Saving energy in the kitchen: Get the most out of challenges!
    • 3 things to know about Hilo installations
    • Taking challenges in Moderate, Intrepid or Extreme modes: What are the differences?
    • 5 golden rules for optimizing your cash rewards
    • 6 appliances not to use during Hilo challenges
    • Hygge: The art of comfort at home
    • 5 reasons to adopt Hilo
    • Energy transition: slowing global warming, one home at a time
    • How to sign up for Hilo
    • Why reduce power consumption during winter peak periods?
    • Hilo home: 4 advantages of Zigbee over Wi-Fi
    • Simple voice commands for Google Assistant and Alexa
    • Everything you need to know about smart thermostats
  • Estimate your savings
  • Contact us
    • Leave us your information
  • Welcome to Hilo
  • Newsletter | Hilo
  • Our mission
    • Our key projects
  • News
    • Join Hilo challenges with Honeywell Home, Mysa, and Sinopé smart devices
    • Hilo and Quebecor: A new partnership for better everyday energy consumption
    • Hilo and dynamic pricing: significant savings in spite of a mild winter
    • Savings for Hilo participants and dynamic pricing
    • Thanks to its street light, Varennes will become the first city to participate in Hilo challenges
    • Hilo integrates Mysa thermostats into its ecosystem
    • 2021-2022 season results
    • Hilo is offering the first-ever smart solution for electric water heaters
    • Hilo now available for 95% of Quebec territory
    • Hilo Real estate developers
    • TELUS and Hilo: For a smarter, more eco-friendly home
  • Legal
    • Participant’s Agreement (contract)
    • Website Terms of use
    • Manage cookies
    • RBQ licence
    • Netiquette
    • Site map
• Business
  • Connectivity Policy