Home energy monitor FAQ

Set-up and support

Why isn't my energy monitor working?

The optimal distance for the energy monitor from your smart meter is 10m (or 32 feet), without multiple barriers (i.e. walls, garages, different levels in the home). The more barriers between the monitor and the meter will decrease its ability to have a strong connection.

Occasionally, a monitor loses connectivity to the meter. The device attempts to reconnect automatically. If the connection is re-established, your information displays as it typically does.

There are a few things you can try:

  • Power off the device for several minutes. Depending on the type of device, remove the batteries or unplug the power source.
  • Move the energy monitor to a location closer to the meter.
  • Once the device connects to your meter, this may take a few minutes, you can bring it back in your home.
  • Your device is connected when
        - EMU-2: the message ‘Connecting to a Meter Please Wait…’ is cleared from the device’s screen
        - Eagle: Eagle – the ZigBee light is solid green (first light on the right)

If you have tried these steps but you are still unable to see your electricity use information, please use our online support form.

For any issues relating to device performance or features – for example, a blank screen – please contact Rainforest Automation directly.

Why is my monitor no longer showing pricing information?

From time to time, pricing can disappear on your energy monitor. If this occurs, please use our online support form.

How do I set-up my home energy monitor once I receive it?

When you receive your device, all you need to do is connect it to a power source and turn it on. Please refer to the QuickStart guide, which can be found in the device box or downloaded from www.rainforestautomation.com.

Do I need to be home for BC Hydro to set up the electricity meter to communicate with my energy monitor?

No. BC Hydro can remotely configure the meter at your home to communicate with an energy monitor. We do not need to come to your property.


Moving

Will my device work at my new home?

If you’ve recently moved and you need to reconnect your energy monitor at your new home, please use our online support form.


Eligibility

How do I know if I can connect a home energy monitor?

Sign in to your MyHydro account, under the 'MyHydro' menu in the grey bar above your account number and address you'll be able to select 'Home Energy Monitors' under Conservation and Consumption. When you have completed your device purchase you'll come back to your MyHydro account to register your device.  

Due to limitations with the wireless technology used by these devices, home energy monitors are not yet available to all customers. At this time, customers who live in a multi-dwelling unit, such as an apartment, or are a business are not eligible.

Why isn't BC Hydro making energy monitors available to everybody?

Due to limitations with the wireless technology used by these devices, home energy monitors are not yet available to you if you live in a multi-dwelling unit, such as an apartment, or at your business. The more barriers between the monitor and the meter will decrease its ability to have a strong connection. Multi-dwelling units have meter rooms far from apartments and therefore have do not have the strong meter network connection.

As the technology matures, vendors may be able to provide solutions to ensure all customers can make use of energy monitors.

Why aren't there more device choices?

As home energy monitors are an emerging technology, there are a limited number of manufacturers and vendors.

We require vendors to go through testing so we can ensure their energy monitors are compatible with our metering system. Currently, Rainforest Automation, a B.C. based company, is the only manufacturer with devices that have been validated to work with BC Hydro's meters.

We expect more vendors and devices will be available to our customers in the future as this technology evolves.


Privacy and security

How do energy monitors work?

Home energy monitors establish a secure, wireless connection with the electricity meter at a customer's home to provide real-time energy use and cost feedback. Your energy monitor and meter are securely authenticate and paired only with each other. The device must be within 10 metres of the meter to have a strong connection and transmit information to your monitor.  

Are home energy monitors secure?

Yes, they're secure. Only the energy monitor registered to the meter at your home will display your energy use information, and only you and people you authorize will be able to see your real-time electricity use.

Do these devices give BC Hydro access to my real-time electricity use information?

No. We don't have access to this detailed information. Only the home energy monitor registered to the meter at your home will give you access to your real-time energy use information, and only you and people you authorize can see the information provided.