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Have you received a call threatening to disconnect your electricity? Customers have reported getting automated calls that sound like they're from Hydro One –  with a message threatening to disconnect power unless the customer makes an immediate payment.

Customers should be aware that Hydro One is not disconnecting any customers at this time. In fact, we've extended flexibility and payment options for customers. If you're experiencing financial hardship due to COVID-19 or the province-wide state of emergency, we're here to help. We've set up a Pandemic Relief Fund for customers in need, and our Winter Relief program has been extended so that no customer will be disconnected during this time.

If you receive any communication from Hydro One that sounds suspicious, please do not provide any personal information. Call our Customer Care team at 1-888-664-9376 directly to ensure you are speaking to a representative.

Recently Reported Fraud Scenarios

  • 1

  • Fraudulent Disconnection Calls
  • Individuals claiming to be Hydro One employees call a customer about an outstanding balance on their account. They urge the customer to make a payment to avoid disconnection, and provide a phone number. When the customer calls this number, it sounds like they’ve reached Hydro One – but that’s not the case. Hydro One has only one toll-free number for Customer Care: 1-888-664-9376. We advise customers to ignore such calls and not provide personal or financial information over the phone.

  • 2

    • Customers have received text messages saying they’re entitled to a refund, similar to the message below. This is not from Hydro One. The message asks the customer to tap or click on a link to accept the refund, then prompts the user to enter their banking information. Any customer receiving this type of message should ignore and delete it. This is a scam.

    • screenshot of fraudulent text message

    • If you have clicked on such a link and entered your banking information, please contact your bank immediately and tell them what happened.          

  • 3

    • Individuals have been sending our customers counterfeit cheques that appear payable by Hydro One Telecom. The individual first establishes a relationship, then asks the customer to cash the cheque and send them the money by wire transfer. If the money is wire transferred before the counterfeit cheque is rejected by the bank, the victim is left with a financial loss. In other incidents, cheques have been sporadically mailed to individuals. Always remember: if it looks too good to be true, it probably is.

  • 4

    • Customers have been visited by door-to-door salespeople selling fixed-price electricity contracts. Customers have the choice on how they buy electricity: you can choose to take no action, in which case Hydro One will automatically purchase electricity on your behalf, or you can choose to enter into a contract with an electricity retailer.

  • 5

      • Customers have been contacted by an individual offering to pay their Hydro One bill and reward them with a trip if they pay by credit card immediately. The individual asks for personal information, including billing information. This is a well-known fraud. We advise customers to refrain from providing any personal or banking information in any such scenario. Please report these calls to the police if you want the matter investigated.

  • 6

      • Customers have reported getting a phone call displaying “Hydro One Meter” as the caller. This is not from Hydro One – our meters do not have the ability to call customers. This is a well-known scam. We advise customers to ignore such calls.

  • 7

      • An individual claiming to be from Hydro One calls a customer saying their account is in arrears and that urgent action is required. The individual tells the customer to purchase prepaid debit cards from a fraudulent website, providing them with a PIN number. This is a scam. Hydro One doesn’t ask customers to make payments by prepaid debit cards.

  • 8

    • An individual claiming to be from Hydro One’s “disconnection department” calls a customer saying their last payment was not received and requiring immediate payment – or their power will be disconnected. They tell the customer to go to a supermarket and make a payment in cash or by debit, providing a “disconnection serial number” and a fraudulent phone number. We advise customers to ignore such calls, report them to police, and refrain from making any such payments.

  • 9

      • An individual claiming to be from Hydro One, an independent company or another utility offers to sell a customer an alleged “energy-saving device” that connects to a meter and promises to reduce electricity costs. Hydro One does not sell or endorse these types of products. This is a scam, and customers should report these fraudulent calls to police.

  • 10

      • An individual claiming to be from Hydro One calls a customer about a planned power outage and asks the customer to confirm by dialing a 1-800 call-back number. The call-back number is very similar to Hydro One’s Power Outages & Emergencies line – but with an added charge of $2.99 per call. Customers should not call that phone number. Hydro One has only two customer phone numbers – and they’re both toll-free.

  • 11

    • An individual claiming to be from Hydro One calls a customer about an outstanding account balance and demands credit card information immediately – or their power will be disconnected. This is a scam. Hydro One does not accept credit card or financial information over the phone. We direct customers to the various payment options and provide a reasonable deadline.

  • 12

    • Customers have reported getting a call from an Ottawa-area phone number. The individual claims to be from Hydro One and says they are responsible for collecting a carbon tax fee of $31. This is a scam. We advise customers to refrain from providing any personal or banking information over the phone, and report the matter to local police.