Home energy monitor FAQ

If you're experiencing connectivity issues, it's important to note that the optimal distance for the energy monitor from your smart meter is 10m (or 32 feet), without multiple barriers such as walls or garages. If the monitor loses connectivity to the meter, the device will attempt 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. Remove the batteries or unplug the power source, depending on the type of device.
• Move the energy monitor to a location closer to the meter.
• Once the device connects to your meter, which 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)
• HydroHome : the light on the hub is solid green and you can see live energy data in the app.

If you've tried these steps but are still unable to see your electricity usage information, you may need to create a support ticket-

• For Rainforest products please use our online support form
• For HydroHome hubs, please use the in-app chat support or call 1-236-239-2252

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

• For HydroHome hubs
  • When you receive your device, all you need to do is connect it to a power source and follow the in-app instructions to get it connected to your internet and your smart meter.
  • You can also refer to the QuickStart guide that's emailed to you when you placed your order.
  • More resources and guides are available here

No. We can remotely configure the meter at your home to communicate with an energy monitor. We don't need to come to your property.

• Rainforest devices
  • We're no longer able to facilitate Rainforest device moves. If you've recently moved or are planning a move we suggest that you switch to the HydroHome service. Existing Rainforest users will receive information about making the transition.
• HydroHome devices
  • If you've recently moved or are planning a move you'll need to exit the HydroHome service at your old address and re-apply at your new address following the steps below:
    • Factory Reset your existing HydroHome Hub
    • Log into your online MyHydro account
    • Exit the HydroHome service for your old account
    • Re-apply for HydroHome for your new account

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

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. Multi-dwelling units have meter rooms far from apartments and need a stronger meter network connection. The more barriers between the monitor and the meter will decrease its ability to have a strong connection. As the technology matures, vendors may be able to provide solutions to ensure all customers can make use of energy monitors.

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 authenticated and paired only with each other. The device must be within 35 feet of the meter to have a strong connection and transmit information to your monitor/app.  

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.

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