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Hilo by Hydro-Québec
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Home
- Our smart home service
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Hilo products and compatible devices
- Hilo thermostats and Hilo-compatible thermostats
- Smart water heater controllers
- Electric vehicle charging
- Compatible devices
- Hilo thermostats
- Additional products
- Water heating
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Help Center
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Help Center - The Hilo app
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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
- Consumption
- Tips and tricks
- Known bugs
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Use
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Help Center - Hilo products
- Hilo Hub
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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?
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Hilo smart thermostat for radiant floors
- How do I add my compatible Hilo thermostat for electric floor heating in the Hilo app?
- How do I turn on the clock display on my Hilo heated floor 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
- 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
- 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?
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Hilo smart water heater controller
- How to pair the electric water heater controller with the Hilo hub?
- What are the eligibility requirements for Hilo’s smart water heater solution?
- How much does Hilo’s smart solution for electric water heaters cost?
- What are the financial benefits of Hilo’s smart water heater solution?
- What sets Hilo’s smart water heater solution apart from the Calypso partner solution?
- I have the smart solution for water heaters, but not Hilo thermostats
- Do I need to have Hilo smart thermostats before installing the smart water heater solution?
- Do I need to buy a new water heater to get Hilo’s smart water heater solution?
- Will Hilo handle the installation of the smart water heater solution?
- What does the installation process for Hilo’s smart water heater solution look like?
- How does the Hilo smart controller for electric water heaters work?
- What can I do to maximize my savings if I have Hilo’s smart water heater solution but not the Hilo thermostats?
- Will Hilo’s smart water heater solution leave me without hot water during peak demand events ?
- Will I still be able to control my water heater manually (or with the Hilo app)?
- Can I turn off my water heater during an extended absense?
- My water heater is leaking. Who do I contact?
- Can I adjust the hot water temperature on my hot water heater?
- What happens if I adjust my electric water heater controller during a peak event?
- How does an electric water heater work?
- What does the temperature shown on the water heater tile in the Hilo app represent?
- What happens to my water heater during peak events?
- My water heater isn’t working or seems to have an issue. Who should I contact?
- What happens to the load controller during a power outage?
- Is it possible to ensure that there is no risk of Legionnaires’ disease
- What are the risks if I run out of hot water?
- Does that mean I won’t have hot water during peak events?
- The water in my water heater is lukewarm or cold. What should I check?
- Why am I seeing a "Water temperature too low" message?
- What is considered moderate hot water use?
- I'm one of the people who took part in the beta project. What if I don't want the water heater solution anymore?
- Why did Hilo change its smart water heater solution after the beta project?
- How do I replace the temperature sensor on Hilo’s smart water heater controller?
- Why isn’t the smart solution for water heaters recommended for water heaters that are over 10 years old?
- What do I do when a water heater must be replaced?
- What happens to the Hilo smart solution for water heaters if I move?
- Voice assistants - Google Home
- Voice assistants - Alexa
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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
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Help Center - Compatible brands and bonuses
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General questions
- What is a compatible 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?
- Do compatible devices perform the same as Hilo devices during a peak event?
- What is the bonus for a compatible device, and how 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?
- 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?
- Hilo | Which devices are eligible for financial assistance?
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Honeywell Home
- How do I know if my Honeywell Home thermostat for central heating is compatible with Hilo?
- How to connect Honeywell Home thermostats T Series to Hilo?
- How to connect Honeywell Home TCC Series thermostats to Hilo?
- Can I control my Honeywell Home thermostat with my Hilo app?
- I’m having an issue 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?
- Can I still choose between participation modes with compatible Honeywell Home thermostats for central heating?
- Do you recommend turning on preheating for my Honeywell Home central heating thermostat before a peak event?
- Should I cancel the nighttime setback for my Honeywell Home central heating thermostat the night before a peak event?
- Can I exclude my Honeywell Home central heating thermostat from a peak event?
- Can I adjust the temperature during a peak event 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
- Why can’t I connect my Honeywell Home T Series thermostat to Hilo right now?
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Mysa
- Which Mysa thermostat models are compatible with Hilo?
- How to connect Mysa thermostats to Hilo
- Can I control my Mysa devices with my Hilo app?
- Can I still choose between participation modes with compatible Mysa thermostats?
- I’m having an issue with my compatible Mysa thermostat. Who should I contact?
- I have a compatible Mysa thermostat. During a peak event, I noticed the temperature didn’t drop as much as expected. Is that normal?
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Sinopé - Thermostats
- How can I tell if my Sinopé device model is compatible with Hilo?
- How do I connect Sinopé devices to Hilo?
- Can I control my Sinopé devices with my Hilo app?
- Can I still choose between participation modes with compatible Sinopé thermostats?
- I’m having an issue with my compatible Sinopé thermostat. 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 need the Hilo hub if my devices use Wi-Fi as their connection protocol?
- What happens with Sinopé devices that were already subsidized by Hydro-Québec during the pilot projects (winters 2022-23 and 2023-24)?
- Why is my thermostat set to a different temperature than I expected?
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Sinopé - Water heater controllers
- Is there a bonus for adding Sinopé’s Calypso to the Hilo app?
- Are the Wi-Fi and Zigbee versions of Sinopé’s Calypso compatible with Hilo?
- Why isn’t my Zigbee model of Sinopé Calypso, paired directly with the Hilo hub, recognized as a water heater solution in the Hilo mobile app?
- Which features of my Sinopé Calypso are available in the Hilo app?
- I’m having an issue with my Sinopé Calypso device. Who should I contact?
- Hilo water heater controller and Sinopé’s Calypso made by Québec-based companies?
- Can I save more by turning my water heater off at night?
- Can I exclude my Sinopé Calypso from a peak demand event?
- Does Hilo’s water heater controller offer better protection against Legionnaires’ disease than Sinopé’s Calypso controller?
- Does the age of my electric water heater affect my eligibility for the Sinopé Calypso bonus?
- Can an electrical contractor hired by Hilo install the Sinopé Calypso controller?
- Will I still be able to control my Sinopé Calypso through the manufacturer’s app after pairing it with the Hilo hub?
- Will my Sinopé Calypso warranty be void if I add the device to the Hilo mobile app?
- How do I replace the temperature sensor on Calypso’s smart water heater controller?
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EVduty - Home chargers
- How do you add an EVduty home charger to the application?
- What happens if I want to charge my electric vehicle during a peak event?
- What is Hilo’s EV charging solution?
- What do I need to use the Hilo service with my EV charging station?
- 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 charging station. Can I still participate in peak events?
- What is the purpose of updating Elmec Smart-Home?
- Does Hilo sell electric chargers?
- If my vehicle is charging during a peak event, will it affect my results?
- Will my vehicle be fully recharged before the next time I need to use it?
- Can I plug in my vehicle even if a peak event is scheduled?
- I have the Hilo EV charging solution but not Hilo thermostats. What can I do to reduce my household electricity use during peak events and save more on my winter bill?
- Can I preheat my vehicle during a peak event?
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General questions
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Help Center - Savings and rates
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Hilo | Rate Flex D
- How does Hydro-Québec's Rate Flex D work?
- When will my Rate Flex D take effect?
- How do I save on my bill with Rate Flex D?
- How are my savings with Rate Flex D calculated?
- Can I see how much I’m saving with Rate Flex D and Hilo?
- How will including my EV charging station affect the amount I can save during a peak event?
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Hilo | Winter Credit Option
- What is Hydro-Québec's Winter Credit Option?
- How is the amount I’m eligible to receive calculated?
- How is the amount I’m eligible to receive for my EV charging station’s participation calculated?
- How will I receive my peak event participation credit?
- When will I receive the amount I’ve earned from participating in peak events?
- Where can I see my participation stats and credit amounts?
- Hilo | Savings
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Hilo | Rate Flex D
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Help Center - Peak demand events
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How it works
- What is a peak demand event?
- What is a peak period?
- How long do peak events last?
- Why do my Hilo thermostats automatically start heating during the night before a scheduled preheating phase?
- What is the temperature maintenance period?
- Does the temperature maintenance period before the preheating phase apply to compatible thermostats from other brands?
- Do peak events always happen at the same set times?
- How many peak events can there be each winter?
- Why should I reduce my electricity consumption in peak periods?
- Why is the number of peak events limited to 30 per winter?
- How cold does it have to be for a peak event to occur?
- What happens when a peak event is cancelled by Hilo?
- How can I make the most of a peak event?
- Do peak demand events always take place at the same time for Rate Flex D customers and for customers enrolled in the Winter Credit Option?
- Does the applicable rate option affect which peak demand events I can participate in?
- Why was my curtailment adjusted downward?
- Before peak events
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During a peak event
- I wasn't able to reduce my electricity use during a peak event. Why?
- What happens if I don’t manage to reduce my electricity use enough during a peak event?
- What happens if I change the setting on a thermostat during a peak event?
- How can programmed scenes affect my connected thermostats and temperature during a peak event?
- My Settings
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How it works
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Help Center - Conditions and eligibility
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Sales and Refunds
- Which Hydro-Québec rates make you eligible for Hilo?
- Hilo | Returns and exchanges
- Cancellations and changes
- What is a credit balance?
- Hilo | How many Hilo devices does the credit apply to?
- Do fees apply for returning a device that was included in my order?
- I’m moving. What happens to my Hilo devices and Agreement?
- What guarantee do you provide for your products?
- Payment methods
- How do I accept Hilo’s Interac e-Transfer?
- Warranty
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Installation, appointment and delivery
- Hilo products installation
- Free shipping
- 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?
- How do I schedule installation for my Hilo products?
- How long does the installation last?
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Participant Agreement
- What happens after the 12-month commitment period ends?
- Hilo | What is the difference between a credit balance and financial assistance?
- Hilo | What happens if I decline more than 10 peak demand events?
- 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?
- Can I terminate my Agreement?
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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?
- Hilo | Do I need to leave my Hilo smart devices behind when I move?
- What happens if I move and still have a credit balance?
- I’m moving soon. Can I take my Hilo smart devices with me?
- 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
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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?
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Sales and Refunds
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Help Center - FAQ
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FAQ - Frequently asked questions about Hilo
- FAQ - How can I check if I'm eligible for Hilo?
- FAQ - What does it mean to commit to Hilo?
- FAQ - Are there any additional fees after purchase?
- FAQ - What is the return on my investment?
- 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 - Which devices are compatible with Hilo?
- Can I join the Hilo solution for heating
- FAQ - Is Hilo compatible with the Apple HomeKit and Google Nest ecosystems?
- Are all Hydro-Québec customers eligible for Hilo
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FAQ - Frequently asked questions about Hilo
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Help Center - The Hilo app
- Promotions
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Hilo Blog - News and tips
- Renting? Hilo is for you too!
- The Hilo EV charging solution: A smart way to save
- Why reduce power consumption during winter peak periods?
- 5 great features in the Hilo app
- Subsidies for charging stations: a welcome financial boost
- Which should you get, a fully electric vehicle or a rechargeable hybrid?
- Peak periods: Maximize energy savings in the kitchen!
- Will I be cold during peak demand events?
- Winter consumption peaks: answers to your questions
- 5 golden rules for peak demand events
- 5 reasons to join Hilo
- How to sign up for Hilo
- Everything you need to know about smart thermostats
- 4 basic scenes to get you started
- Why make a 12 month commitment to Hilo?
- Worried about inflation? Here's how Hilo can help you save money
- Simple voice commands for Google Assistant and Alexa
- Make peak demand events a family affair!
- 4 advantages of Zigbee over Wi-Fi in smart homes
- Moderate, Intrepid, or Extreme mode: What’s the difference?
- Hygge: The art of comfort at home
- Peak demand events: Use the thermostats you already have!
- 3 things to know about Hilo installations
- 3 smart reasons to connect your water heater to Hilo
- Why Hilo is for energy-conscious households, too!
- More devices, more potential savings!
- Peak demand events: Your questions, answered!
- Participant Agreement: 5 things to know
- (Almost) everything you need to know about charging stations
- 6 appliances not to use during peak demand events
- Energy transition: slowing global warming, one home at a time
- Greener renovations: Discover the Logisvert Efficient Homes program
- Estimate your savings
- Contact us
- Welcome to Hilo
- Newsletter | Hilo
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News
- Hilo and Rate Flex D: A Winning Combination!
- Smart water heater controllers
- Join Hilo peak demand events 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 peak demand events
- 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
- Business