We have had a tremendous response from viewers about our story on outrageous hydro bills.

The head of Hydro One has apologized and promised to fix the problem. We knew hydro was a hot button issue but the stories we heard from many of you reinforced that. One family told us they have cancelled Christmas this year. Their Hydro One bill is so high; they're putting their Christmas money towards paying some of it off in order to avoid being cut off. In the living room of their modest Smiths Falls bungalow, the tree is up, the decorations are going on but there will be no presents to open Christmas Day.

“I've had to cancel Christmas this year,” says an emotional Ken Lye-Lee, “just so I can pay hydro so I can keep the heat and lights on for my family. It’s hard, sorry.”

With monthly hydro bills they say between $800 and $1000, the Lye-Lees have fallen behind and now owe almost $3800. They've received a disconnection notice threatening to reduce, interrupt or terminate their hydro between December 20 and December 30.

"Other times we've gotten loans to cover hydro bills,” says Debbie Lye-Lee, “and still have some money for Christmas but we're at the point where we can't even do that anymore. So, Christmas won't be happening in this house.”

The Lye-Lees have four teenagers in the house, along with the mother-in-law. The kids are sad about Christmas but more worried about their parents.

Chelsea Lye-Lee is 14 years old, “It's hard that I can't do anything to help it,” she says, as tears spill down her face.

It’s a story we are hearing from Hydro One customers all over Eastern Ontario; customers like David Baker near Prescott.

"I want some action, I want Hydro One to come and help me.”

"I'd like to start off by apologizing on behalf of Hydro One,” says Hydro One CEO Carmine Marcello in a phone interview from Toronto.

Marcello says the problem isn't with the smart meters but with billing.

"The issue is that a small percentage of bills have been more complex than we anticipated. We put on additional resources working through holiday season to clear it up.

That explanation and the apology don't cut it with Ken Lye-Lee who's now working two jobs to pay bills.

“I don't believe he feels sorry. He’s going to have Christmas for his family. I’m not having Christmas with my family. What’s that going to do for me, his apology? It’s not going to put presents under the tree for my family. I gotta pay a hydro bill or they're going to shut me off

The CEO of Hydro One said they won't disconnect anyone in the middle of winter and encouraged people to call their call center for help if they're having problems paying their bills. But many of the people who contacted us said they've tried that but it didn't help at all. Debbie Lye-Lee, meantime, tried to pay Hydro One $1500 late this afternoon and was told that it wasn’t the amount they were looking for to stop the interruption of service.