Hydro One Networks
Reviews and Complaints

We had rented to a tenant who was supposed to pay utilities as they were not included in his rent and hydro has been disconnected. He did not pay and is leaving the premises. I inquired of putting this residence into my name as it is on same property where I reside and is my husband's property they are at this point refusing me. They want copy of deed etc. I explained I already have hydro in my name but still nothing I am told that they will be in touch as it is now in other hands? This is rediculous and is in total violation of my rights. I was asked when I was moving into the other residence I am not but I do have the right to put this address in my name! Whether I live there or not. They made me feel as though I was some kind of criminal. I felt very much insulted and violated as a person. We are in no way responsible for the tenants inability to be responsible for his bill this is between hydro one and the tenant. Furthermore I will reinstate I already have an account in my name on this same property. Hydro one already have my information ive been here for several years. This is not fair to any homeowner wether you live in the place or you do not should be of no concern to hydro one as long as they are being paid. Our personal business is none of theirs.

Equal Billing Spoke to Ted, Priya and Bhaumik. Three calls to get an answer. Ted was extremely rude and had no patience at all. Priya had a little more but she as Ted did would always cut my me off and not let me finish my sentence. To a problem we should listen and let the client finish asking the question. My chat with Bhaumik was amazing and he answered clearly. I still dont agree on Hydro One does the equal billing but I will say my experience with the customer service was not a good one. Maybe Ted should take a course to speak and to listen to those who do call. Ted and Priya should let us finish our sentence not to upset us.

Thank you

I truly do not understand. There are so many complaints, so many people including myself that can not keep up with their outrageous and flat out unfair hydro bills. Delivery charge? What is this? What are usage charges for then? They also include in the delivery charge electricity lost. Are you joking? How is that my problem? How can they charge or even estimate how much electricity was "lost" delivering it to my home? Can I tell them it is their problem my usage is so high because I have old windows and lose heat I. The winter? Please explain how the government is allowing this, delivery charges that are over 1/3 the entire bill? How can they allow such a monopoly that the people are just victimized everytime they open their bill? How they can allow their people to go without electricity, freeze in the winter, boil in the summer and in some having to sell their homes because they can't keep up with Hydro...not other bills but Hydro. This is a sad, sad thing they are turning their backs on and choosing to ignore.

My Hydro One bill had cost more than my mortgage payment for the month of February. Working 40 hours a week you'd think my family could manage to maintain the balances of utility bills especially when there are two occupants working full time. Delivery charges alone were over $150, the debt fee was over $40 and the bill itself was over $500. We don't live in a mansion folks, nor are we home Monday-Friday during the day. We are cautious of the electricity we use and have went out of way to assure our appliance were energy efficient. This company is robbing us, and others agree. I have not spoken with a single person who has not had anything but bad complaints reguarding this company. Times must change, there are cheaper and more effiicient ways to provide electricity.

Hydro One billing practices are outrageous. People have horror stories of bills in the thousands since the smart meter was implemented. The delivery Charge is full of hidden charges which should be itemized for one thing. The other is that this is often at least double of the actual usage. We from Hydro One Enough is Enough are demanding change. 1) Remove the smart meters they are not CSA approved, they are not calibrated, there is major health issues from the radiation emitted from it and lastly we did not sign any contract with Hydro One to have them install these meters. At least I didn't. 2) Delivery Charges itemized as it sits now with demanding that the Delivery Charges are lowered and made universal for all of Ontario. 3) The "Retirement Debt" to be removed from our bills effective immediately. 4) HST to removed immediately from all hydro bills. HST was not to be added to things of necessity... 5) overhaul of the complete Hydro One removing Kathleen Wynne and Ministry of Energy Bob Chairelli

There are many horror stories that can be backed up of the ludicrousness billing practices. How about the woman in Avonlee Ontario Jo Ann McPhee, . lost her car, had no heat, no money to pay for the propane to heat her house, frozen water, toilet etc. No food, had not had a shower or bath since December... there is no excuse we do not live in a 3rd world country...

Smart meters are not CSA approved, why are they still on our homes? Rural areas are paying double or more than city payers. The cost for delivery is more than the charges of the actual power usage. My monthly hydro charges are averaging $1, 000 per month! When is Hydro One going to lower costs? The utilities charges we pay are crazy. I have to decide on food or hydro! What kind of country are we living in? Being held hostage by a utility company.

What needs to be seen and heard here is how the customer views the issues of hydro in Ontario. I am a retired pensioner, I only earn enough to live off my monthly income. Hydro One, nor the liberal government can understand our plight because they themselves live on income that we could only dream of having. Call them the One per centers, the sunshine list, or the wealthy if you will.
For many in Ontario, they live in financial misery. We have people on our road who have been cut off from hydro, and I have an aunt in Sault Ste Marie who lives in a one heated room in her house because she does not have enough money to convert to gas from electric heat. The price for hydro goes up constantly.
The old fridges do use more electricity than the new ones, but upon doing the math it would take about 15 years of electricity savings for a new fridge to pay for itself, so it makes no sense to purchase a new fridge for the sole reason of saving electricity. I bought a new fridge for accessibility reasons.
TOU is a pain and a scam. I certainly will not shift my electricity use, and I see no need to do so except for an obese provincial government addicted to spending, constantly looking for quick cash any way they can get it. Why would I wash my cloths at night? They don't dry well on the line at night, and on peak times I need that power plain and simple. No government is going to make me change my lifestyle to fit their greedy short sighted agenda. I'll run my gas generator if I have to!
A government that is serious about helping people should be able to provide off peak pricing for residential customers at mealtimes, and when demand is highest. Generators run efficiently at high load.
We need to end residential TOU particularly in summer during heat waves. People die in the heat; those who are elderly or sick during heat waves because they are too scared to use the airconditioner due to cost. At the very least offer off peak pricing during heatwaves, and make them heard with public statements.
As for global warming/climate change. There is not enough evidence to support that human activity is the sole reason for it. We simply do not know and current data is being cherry picked making for bad science.
An effort should be made to provide electricity at cost. Hydro One is run by the provincial government and is as much responsible for the electricity mess as is the party in power who designed it. There was nothing wrong with coal fired generation and the mechanical meters we had. They were paid for and reliable. I suggest that we return to what does work because the present system is both corrupt and broken.
Legally is there any way that we in Ontario can launch a class action lawsuit against the province for raising prices for an essential service (electricity) to the point that it is a financial burden for many including those who can least afford it?

There was a fire in the building where I live. I was forced to leave the building for 5 1/2 months. During this time the hydro was on in the building I was told by the property manager that the hydro was in the owners name at that time until restorations etc were complete. The were running huge fans because of smoke damage 24/7 for weeks the used the electricity in this unit for all reconstruction, restoration etc. I have received a hydro bill totalling $4500.00! I didn't live here from February 12th 2014 until July 26th 2014. I will NOT pay the hydro for these months I was homeless at this time therefore I am not responsible for all of this money. What can I do?

March 17th, 2014

To whom it may concern,

This letter is to voice my dissatisfaction with Hydro One Networks Inc. Having recently purchased a small business in Ontario, the noticeable irregularities of my hydro bills have come to my attention. We indeed have the controversial new smart meters and we question whether or not the smart meter's time-of-use function is operating whatsoever? In three months my bill has tripled and this month there is no bill at all? I telephoned to ensure that my payment would be on time; however, the utility company tells me that they are aware of an error and no bill has been issued for this month. What sort of error is unclear to them and to me also? I am extremely concerned about what may happen next. I have read numerous horror stories about having a credit given and then taken away, and not being quite sure how much one should actually be paying Hydro One! I am exceptionally worried about a costly "catch-up" bill. Yes, there certainly needs to be an investigation into this consumer service provider; however, there also needs to be one on my property as there seems to be transmission problems with their “Smart Meters” and they are failing to give accurate readings because of “interference” and so on... Ontarians deserve better!

I have complained to several customer service employees and each and every time I get thwarted. I am saddened and frustrated with my unsatisfactory “explanations” concerning my “time of use portal” and whether it is functioning correctly.

I am just now awaiting a service call for a meter reading as my account has been “blocked from invoicing” due to “irregular transmissions” says Hydro One. I can anticipate that the Hydro worker(s) will find that all is functioning “normally” and I will, without a doubt, get hit with a monster bill. What can I do? What outside agency can supervise and accurately comprehend these “smart meters”? I and many other Ontarians need protection from misrepresentation and unfair business practices from the “Hydro One” service provider!

According to my rights under the consumer protection act, I can’t be charged for receiving an item or service that I did not request. Then why did I and another 1.3 million Hydro One customers have no choice but to pay for these inaccurate, erroneous and flawed “smart meter” devices? Really it is illegal for the business (Hydro One Networks Inc.) to give us (the consumer) false information about themselves or the product or service they offerprovide. Mystifying billing practices was not the product they offered and pledged to Ontarians through their compulsory installation of their “smart meters”.

I would like to see this legally sanctioned and regulated monopoly broken up. In light of all the recent general public antitrust and alleged company abuses (an audit that revealed generous pensions and big bonuses at Ontario Power Generation late last year – Hydro One racked up a huge debt then looked to the consumer to pay for it under the guise of a ‘Debt Retirement Charge’ which is on all of my hydro bills) and something needs to be done! I will vote for the party that has their constituents concerns at the forefront and is willing to deal with this issue and Hydro One (I think most Ontarians feel this way).

I am greatly concerned and affected by the Hydro One monopoly and this letter is a testament of the deep problem that I and countless others have and are presently experiencing. This is a conflict between the users and the providers that I believe now needs government intervention with its principal mission as the promotion of consumer protection and the elimination and prevention of anti competitive business practices. Please tell me: What can be done?

I look forward to some accountability and answers.

Regards,

March 19, 2014

To whom it may concern,

I would like to share with you my latest encounter with the Hydro One Network. I had an appointment to have my meter read at 10:00 am today, March 19th. This prior arrangement was set up (I thought) for my convenience given that I was asked and encouraged to be present for this meeting. Good so far, until the meter reader arrives at 8:40 instead of 10:00 am.

The technician speaks with my mother and says he’s early because he has many other clients to see today but will wait for my return – as I am to be present. He begins by opening the smart meter and changes at least one part within the unit. The job is complete before 9:00 am. I return at 9:40 am and am on time for our 10:00 am appointment. He is sleeping in his idling vehicle and I need to get into my driveway. I honked the horn; he wakes up, moves and lets me pull in.

We chat for a moment and he walks me to the meter. He shows me a green light within the unit and says the meter is working just fine. The problem lies within the billing department’s new computer program and this is why I am not getting a bill. I asked him if “once he gave the office the meter reading if I would then get a bill?” “You should” he said. He told me to keep calling and demand a bill! He also had a couple of recommendations on how to save on electricity costs – these are of course at my own expense i.e.: Hire an electrician to test the amperage output of the breakers or spend $30 000 to install solar panels...

Now this so called “appointment” saw a Hydro One employee get paid to have a nap in my driveway at the expense of all the customers. For the record: He never told me that he had done any work to the smart meter (I was supposed to be present); I only found out after he left and I got inside the house. I had no idea how long he actually was here! He left by 10:00 am.

I have recently purchased a small home based business. My husband works full time and I maintain a part time job as well as run the business. We have been here for less than 1 year and I am fearful of losing my home and considering shutting my doors because I cannot afford the huge hydro bills. How could the Ontario Energy Board allow such an increase in Delivery rates that many Ontarians could lose their homes or businesses or both? According to Hydro One Networks “The delivery rate increase for 2014 will add $1.25 per month or 2.0% to the Delivery line of the bill for a typical medium-density residential customer using 800 kWh a month”. My electricity costs have doubled from previous months and previous years!

One final comment is that roughly one hour ago I got a call back from the person whom had set up today’s “appointment”. His call was to give me the [protected] telephone number (that any dupe could find online or on a previous bill) that I need to ask for a bill to be mailed to me. Go figure, more wasted time and money from Hydro One Networks Inc.

It is now time for an extensive review of Hydro One's operations and the ever increasing electricity costs and the lack of legitimate and valid service from the organization. We need some oversight and accountability.

Regards,

Angelique Jahn
The Rideau Ferry Inn
PO Box 7, 8 Rideau Ferry Road
Rideau Ferry, ON, K0G 1W0

I cannot believe the money that is spent feeding hydro employee's. I have always worked in the hospitality industry and to see them come in for breakfast usually around 7:30am when most work days would be starting. They are never in a hurray meanwhile the company trucks sit and idle the whole time they are there( but i guess since we pay for that it's ok ) there meals are paid with a company card ( we pay for that to ). I had them order take out and when they came to pick it up they wanted 12 cans of pop with the order, well those 12 pop's restaurant prices were 23.00. The guy that picked them up just chuckled and said the company pays for it. Well guess what WE pay for that. I have never met a group of people who think they are so intitled in my life. I have a relative who works for hydro and the company truck is in his driveway more than not. A neighbor is retired from hydro and said he makes 10.00hr 24hrs a day on his pension. Who deserves that kind of money? Our soldier's make a fraction of that! When you see them working anywhere, there are more of them standing around than working.. Im sure i can speak for alot of people when i say this taxpayer is completely tapped out. Who oversee's this farce of a company anyway?

I have resided in the same dwelling for 13 years...my bills keep climbing. As a mother of four children, I only work part time to be a wife/caregiver. Our bills through hydro one are unacceptable. We pay anywheres from 300-360 monthly (equal billing) and we do not use baseboard heaters...they are actually off at the breaker. We purchased all new energy efficiant appliances 2 yrs ago. We only do laundry off peak. I am at a loss...I do not know what more I can do...oh and did I mention we even share bath water to save money. Deliver rates are more than my usage. When I called to inquire about how I can get my bill lower, I was told there is nothing more I can do, that is my bill and deal with it basically, then was told my property is causing my bill to be high...we need to shout out to our government...families are going in debt due to hydro costs

I too noticed a big change in my hydro bill since the smart meter was installed. How is it that the delevery charges exceed the usage charges. Last month my usage was $209.65 and delivery and other charges were $254.61. This is outrageous and we need to take a stand as it is hurting a lot of people financially throughout Ontario. We need a province wide protest or find a way to get off the grid.signed
Not happy in Queensville, Ontario.

Three years ago we had a smart meter forced upon us. That smart meter is not so smart it only works occasionally, about twice a year. When we phone (11 hours) so far, we get lame excuses as to why our pre authorized payments are not withdrawn. From I don't know, to because you live rural. We called again this past month to say we have not rec. an invoice for nine months and they have not taken any money out of our account. The only business in two countries we reside in that wont take our money. We are seniors and budget according to our pensions. But we were told for the past three years no invoice generated due to no signal, no payment removed, no payment rec.
Our fear is that although we are willing to pay the high rates for electricity, no one will take it. So phone call after phone call falls on pre programmed ears. Then last week we rec. 8 letters all dated and posted Dec 16/13 all the bills and moneys owing on the same day, how do you budget for that. And tucked into one of the letters is the announcement the rates have gone up ( significantly) just in time for the long cold winter months where furnaces are running at all times of day and night no time control on that unit or pipes start to freeze and thousands of dollars in damages occur. And to add more fuel to my already angry burning wounds, they are going to charge me .89 a month to defray the costs of the smart meter ( that obviously doesn't work) . Give me a break, why is it your intent to hurt fellow Canadians who have supported your growth, to now your greed. I am attaching pictures of the 8 letters all arriving the same day in separate envelopes with a pay me date ... how archaic. What a waste of stamps and envelopes, but then again they are wealthy and can afford it. We are over a barrel and at their mercy, and they have none...I am so sorry to hear of fellow Canadians, losing their homes, having to take out extravagant loans. This is Canada, I expect better ! We need some ombudsman or politician to take up our cause and mandate rules to Hydro one as they do to us. Right now 95000 homes in Toronto are without electricity and are expected to freeze out by, the Christmas date that has been offered for return of power.

Reading many complaints of Hydro One's high billing issues. I too have usually paid approx. $300.00/mth for the past 10 years to this past spring through summer paying bills double that amount. We have never had that high of bills even throughout the winter months. When I called to complain after ensuring it was nothing in the house causing this and especially cause all my appliances are under 5 years old with Energy Saving stars and they couldn't find anything. Tested hydro coming into house and it was drawing low usage. So why are my bills doubled all of a sudden. Last summer 3 of my children were home and this summer no one so usage should even be lower than past years. When I complained twice, all of a sudden they started reading my smart meter on a monthly basis and now my monthly amounts are averaging around $250.00. What a difference from $600. The problem is, now my bill has crept up there because I can't afford another mortgage payment a month and they increased my monthly billing plan to $565.00 which I can't handle. Needless to say, it is now over $1000.00 owing (not including my reconciliation amount) and are calling everyday. We were threatened they were cutting off our hydro if we didn't pay once already so borrowed money to pay $1000. Now owing over that again. How do they expect you to get out of this. I don't think I owe them all this money as once they started reading the meter it seems back to normal. So what's wrong with the smart meter? How do they get away with charging amounts and no way of fighting this...I'm at my wits end and don't know where to turn. They emailed saying they are working closely with IESO to ensure they fix their problem by 2013. What problem? They don't reply to that question when you ask but was it the cause for my high bills. They won't budge with anything except cut your hydro off. Going to be one cold winter I can see.
Anyone know where to turn to for help on how to fight this. Even the linesmen tell me not to pay but not sure where to turn or how to prove we don't owe for their high billing issues...

Have not received a bill in a year made several phone calls. First it was Canada post fault for not getting my bill but yet I would still get other mail from hydro one. This last time I called they said I was getting epost which I'm not even registered with. She insisted I cancel epost if I want it in the mail. Can't cancel what you don't have but still insisted I have it. Every call is like this. To top it off I asked to talk to someone higher up and told me there is no need to talk to someone higher up for this issue. Wish I could remember the name people like that should not have a job in customer service. Would like to just see a bill see what I'm getting charged for.

the hydro rates are way to high and the hydro delivery charges are 3 times the amount of electricity i use.

we recently got our hydro disconnected, I made the payment of $900 which was just above the amount they requested, I made the payment through the bank machine on payday which was 2 days later and then called them with the confirmation # immediately only to be told that it was not good enough and that we would not be able to get our power back on until the money reached them and then it would be credited to our account. our account was credited almost 2 full days later at 8 pm friday night, well now if we want our service back for the weekend it will cost about $160 instead of the $80 if they reconnected us when we called to confirm payment.

I have not been at my house since November of 2010, nor has anyone else. My hydro bills living there with 4 people used to range from 20.00 - 50.00 (as it is a small house). I received a bill for $270.00 and they can not determine why, nor tell me why. I have not had heat in the house, so that is not a source of energy as well. I have called to speak with people on this and everyone is rude, can not answer your questions and there is never anything they can do to help you. Very unprofessional, unorganized and unfair for something that you pay so much for.

My bill is higher then my mortgage payment, I could understand if I was actually using hydro, but everything is turned off and unpplugged. They are literally rapping us of everything.

im so pissed off, of the dilvery charge, i pay 150 in charges every month, i cant afford to pay for any of my other bills, or even rent, my rent is 700 hundred a month, and my hydro matches my rent, my house is only 850 square feet, i have to budget in such a away, were i cant even afford to put food on my, plate, there robing me for a my money, plus im a student, and i only have a certain income to budget with... please i need help or im going to end up homeles, going to school.. this enough, and we need to stand a a community togethere and fight for our rights!

What is going on with the Hydro One rates? Getting out of hand. My monthly bill has increased over $30.00 a month in the past few months. From around $135. to $ 168. A few short years ago my bill was $80.00 per month. This week I start on the time of usage rates. Heaven help us. My last bill mentioned that the Ontario Government gave me a 10% discount. The next line mentioned a new increase effective Jan 1, 2011. The Ontario Energy Board certainly doesn't keep Hydro One's rates in line. What is the job of the Ontario Energy Board? Who does the OEB work for? Apparently Hydro One ask for an increase in rates and the OEB grants it. Smart meters indeed. There is only two of us, what is happening to family's? I was my clothes with cold water and dry my clothes with the cold cycle. Anyone know of a petition on the go about them?