FAQ's

• What causes electrical disruptions?
• How can I keep my computer and other sensitive electronic equipment safe?
• I'm having trouble paying my hydro bill. What can I do?
• What is the "electricity usage adjustment factor" I see on my hydro bill?

Q: What causes electrical disruptions?

A: Problems may occur more frequently and appear more severe if your computer is close to one of these devices.

• Copy machines
• Elevators
• Air conditioners
• Electric motors
• Vending machines
• Electric furnaces
• Electric welders

Utility electric systems are also subject to a number of external influences that can cause power line disturbances. Some of the most common causes are:

• Lightning, wind and other weather conditions
• Switching on the utility system
• Car accidents involving utility poles or above-ground equipment
• Damage to underground lines
• Damage to wires by trees or animals
• Equipment malfunctions
• Vandalism

Q: How can I keep my computer and other sensitive electronic equipment safe?

A: Problems:

• Electrical disturbances in your home can cause problems with sensitive equipment. In general, any device that draws a fluctuating current or a great deal of power at start-up can cause problems.
• Problems may occur more frequently and appear more severe if your computer is close to one of these devices. Even a coffee machine could cause problems with your electronic equipment if it's on the same circuit.
• Loose wire connections frequently cause problems.
  Are you receiving the correct voltage? If in doubt contact us.

Solutions:

• For some electronic equipment, you may need a dedicated circuit running directly from the fuse or circuit breaker panel.
• Many power quality problems originate from faulty or undersized neutral wires. Check that proper wire sizes are used to accommodate the circuit loads.
  Inexpensive software is available to back up data. You should do this periodically when working with important data.
• Unplug computers and other electronic devices during thunderstorms if you don't have surge protection.
  Static electricity can cause loss of data or damage to a computer. Anti-static sprays and mats can reduce the impact. Static electricity can be minimized by maintaining at least 50% relative humidity or by installing computer-grade carpeting.
• If your monitor wavers, try moving it around until you find a spot where it operates normally.
• Surge suppressors either limit impulses or divert them to ground, so that they do not pass through sensitive equipment. Look for suppressors that have protection on all wires: line, neutral and ground.
• Isolation transformers are designed to prevent electrical noise on the power line from being passed through the protected equipment.
• Line conditioners or power conditioners provide several types of protection in one device. Conditioners often combine the properties of an isolation transformer, a surge suppressor and a voltage regulator (to maintain a steady voltage). The term "power conditioner" is applied rather loosely and may not perform all three functions. Be sure to get equipment that provides the degree of protection you need.
• The On-Line Uninterruptible Power Supply (UPS) is the only device that provides reliable protection from all power disturbances. Typically, these self-contained units provide 5 to 10 minutes of battery power that gives you time to properly shut down. They are ideal for use with minicomputers and small control systems since they can be placed close to the equipment they protect and require no special installation or ventilation. For the best protection against all power disturbances, the UPS must be an "on-line" type and not simply at "standby power supply" (SPS).

Where to Go for Help

• Your equipment supplier can provide information on your equipment's tolerance to power disturbances.
  An electrical contractor may be able to ensure that your electrical system is adequate for the intended equipment.
• Horizon Utilities may be able to determine the origin of the disturbances or assist in finding a consultant who specializes in power quality investigations and solutions.

Q: I'm having trouble paying my hydro bill. What can I do?

A: Your first step is to contact a Horizon Utilities customer service representative in Hamilton at 905-522-9200 or St. Catharines at 905-984-8961.

We can't help you if you don't call. At Horizon Utilities you will reach a real person who is specially trained to help you.

He or she will discuss your situation with you. Your customer service representative may enroll you in the Budget Payment Plan. Your account needs to be paid in full before you can be enrolled in the Budget Payment Plan, which allows you to level out your hydro bill over a twelve-month period. This way, you can eliminate those large seasonal bills. You pay a predetermined fixed monthly amount, based on your yearly usage. It is reconciled annually. You will get a hard copy of your bill which lists your actual consumption on your regular billing dates. The Budget Payment Plan must be used in conjunction with the Pre-Authorized Payment Plan.
This payment plan allows you to authorize banks, trust companies or credit unions to deduct the payment directly from your account on or after the due date.

Q: What is the "electricity usage adjustment factor" I see on my hydro bill?

A: When electricity is delivered over a power line, it's normal for a small amount of power to be lost as heat. Weather conditions and theft can also cause power losses. These losses are known as line losses or system losses.

Because line losses occur, Horizon Utilities must buy more power for you than you actually use. To allow for these losses, some electricity charges on your bill are based on the adjusted consumption. Horizon Utilities electricity usage adjustment factor for residential and small commercial customers is 4.24%.

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