1
Verify your situation
If you are affected by this thermostat replacement process, we sent you an initial email.
Product replacement
Preventive replacement of certain Hilo thermostats
As a preventive measure, Hydro-Québec will replace certain first-generation Hilo thermostats at no cost with second-generation Hilo thermostats. If one of your thermostats needs to be replaced, we will contact you directly to guide you through the next steps.
To find out whether one or more of your thermostats must be preventively replaced, check your email inbox and spam folder for an email with “Preventive measure” in the subject line to learn about next steps. You can also contact our customer service.
What you need
to know
Why do certain Hilo thermostats need to be preventively replaced?
A technical assessment was conducted based on reports of issues affecting certain Hilo thermostats. The assessment has shown that certain first-generation models present a very low risk of failure when an overvoltage occurs, which could cause the thermostat to overheat under certain exceptional circumstances. Although the risk is very low, Hydro-Québec has opted to replace those thermostats with second-generation Hilo thermostats as a preventive measure.
The thermostats that need to be replaced meet all applicable standards, are CSA-certified and were installed by qualified electricians authorized by Hydro-Québec. The thermostats will be replaced at no cost.
Which thermostats are affected?
Certain first-generation thermostats will be preventively replaced:
- Hilo thermostats installed before December 1, 2022
- Hilo thermostats for fan convector units installed between December 1, 2022, and December 31, 2024
Second-generation Hilo thermostats are not involved in this preventive replacement.
Hydro-Québec has the information it needs concerning the Hilo thermostats associated with your account in order to determine whether your devices need to be replaced. If they do need to be replaced, you should have received an email or letter inviting you to make an appointment. If you have not received an email or letter, your thermostats do not need to be replaced and no action is required on your part.
What steps are involved?
A simple process carried out at no cost to customers
2
Make an appointment
If your thermostats need to be replaced, you’ll receive a second email—or a letter if we do not have your email address—offering you a selection of appointment slots. You’ll then be able to choose a time slot that works for you among those available in your area. Monitor both your email inbox and your spam folder.
3
Thermostat replacement
A qualified electrician hired by Hydro-Québec will replace the affected thermostats with second-generation Hilo thermostats at no cost to customers.
Frequently asked questions
No. Rest assured that you can continue to use your thermostats and heat your home as usual while waiting for your appointment. The risk is very low and malfunctions only occur in exceptional situations involving overvoltage, and has no impact on your electricity bill.
If you notice a failure, call our customer service for help at 438 289-4456 (HILO) or at 1 844 500-4456 (toll-free).
No. You should not take your thermostat apart or try to verify its electrical connection.
Yes. If your thermostats are affected by the preventive replacement, they will be replaced free of charge.
We do not always have that information in our files, since this equipment is generally purchased by the customer.
A fan convector unit is a heating system that combines the following:
- A fan
- A heat exchanger or coil (convector)
It’s quite simple. The fan draws in air from the room and pushes it across a hot heat-exchanger coil before redistributing it in the room. This process allows the room to be heated quickly.
What does a fan convector unit look like?
In Québec homes, a fan convector unit often looks like:
- A wall or ceiling unit
- A heating unit recessed directly into a wall cavity or under a window
Fan convector units are often installed in lobbies, washrooms or home garages.
 |
 |
 |
Every customer who owns a thermostat affected by the replacement process has received either an email or a letter in the mail. If you are nevertheless still wondering about your situation, you can contact our customer service at 438 289-4456 (HILO) or at 1 844 500-4456 (toll-free).
You will need your contract number, which you can find on your Hydro-Québec bill.
Replacing certain first-generation Hilo thermostats is a preventive measure. This applies even if the thermostat shows no sign of failure. Hydro-Québec has chosen to replace each and every thermostat that may pose even a very small risk, we therefore recommend that you take advantage of this opportunity to have your thermostats replaced at no cost.
No, thermostats for underfloor heating are not affected by this preventive replacement. Only certain first-generation Hilo thermostats for electric baseboards and convectors pose a low risk of failure.
Contact us
Do you have questions? Do you need help?
Please contact our customer service if you have questions about the current preventive replacement process, wish to report an issue or need to modify your appointment.
You can call our customer service at 438 289-4456 (HILO) or at 1 844 500-4456 (toll-free), Monday through Friday, 8 a.m. to 8 p.m., and Saturday and Sunday, 9 a.m. to 5 p.m.
