DivFern is a geothermal utility company. Our systems deliver clean, reliable, and renewable comfort to homeowners from day one. For the last 10 years, our team has been delivering peace of mind and top-tier customer service as Canada’s Leading Geothermal Utility Company.

Geothermal harnesses the steady underground temperature for efficient, year-round heating and cooling. In winter, water-filled pipes buried under the home absorb heat from the earth. Your heat pump uses this energy to heat the home. In summer, the same heat pump cools the home by rejecting heat into the earth rather than an outdoor cooling unit. Leveraging energy from the earth, geothermal is clean, reliable, and 100% renewable.

As of May 20, 2025, DivFern Geothermal Limited Partnership (“DivFern Energy”) has taken over the ownership and operation of Fensby Geothermal Limited. Rest assured, your residential heating and cooling services will continue seamlessly with no interruptions. All the terms and conditions you agreed to in your Residential Energy Services Agreement remain the same, including all payment methods on file.


Contact Vista Services at 1-877-318-4782 for any issues related to rented HVAC equipment.

DivFern Energy does not provide service for hot water tanks or address water-related issues.

Have you tried the self-service steps?

1. Confirm that there is power to the thermostat (display is on and no errors shown).
2. Please check to confirm that your air filter is clean.
3. If the air filter is clean, please turn off the power to the heat pump at the breaker panel, wait 5 seconds, and then turn it back on.

If you have tried these steps, and the issue is still present, please contact an HVAC professional to inspect the heating or cooling issue. If the HVAC technician advises that the issue is geothermal related, please call us at 1-833-337-6729. Please have the technician’s notes available to help us better understand what the issue is and how it is related to the geothermal system.

During a power outage, the geothermal system will cease to operate as there is no power. If there is a power outage in your home, please call your local Hydro Utility Company. Once power has been restored, if the geothermal system does not resume operation, you can call us back at 1-833-337-6729 and press 2 to speak with a live agent for further assistance.

If the home is still within the 2-year Tarion warranty period, then direct your call to the Mattamy Warranty Team in your community.

For general billing actions (View invoices, make payments, update payment method or contact information (e-mail excluded) or access payment history:

• Please go to www.divfern.com to access the link to the Self-Service Portal. Please see the attached for the navigation guide for the self-service portal.

For any other billing-related questions (e.g., discrepancies, disputes, special requests:

• Please e-mail us the appropriate information at [email protected].


• The charges are a fixed monthly fee, with an annual increase of 3% each year. This annual increase takes effect June 1st of each year.
• Methods of payment are Credit Card or Pre-Authorized Debit.

Please note that the Energy Service Agreement is with the homeowner and as such, the account needs to stay in the homeowner’s name and billing needs to be issued to the homeowner as well.

You will need to work with your lawyer and the seller’s lawyer to have an Assignment & Assumption Agreement signed by both parties. We will provide you with the Assignment & Assumption, which will transfer the Energy Services Agreement into your name.

Please provide the following details of the new owner to transfer the ownership of the subscription:

1. Homeowner Full Name & Co buyer Name
2. Email address for both
3. Phone number
4. Date of sale

Your home is a fully electric home, meaning there is no natural gas service. As a result, your electricity bill includes all major household energy uses, including:

• Space heating and cooling (via the geothermal heat pump)
• Domestic hot water heating
• Cooking appliances
• Laundry, lighting, electronics, and other plug loads

Because everything in the home runs on electricity, your monthly hydro bill reflects your total household energy usage, not just the geothermal system alone. As such, the electricity bill will vary based on usage patterns of all electric components in your home.

Geothermal heat pumps are designed to operate very efficiently compared to conventional heating systems. To better understand how your system is operating in your specific home, we may ask you to share usage data from your Ecobee thermostat. This information allows us to review heating and cooling run times, confirm normal operation, and identify any settings or usage patterns that may be contributing to increased electricity consumption. Please note that we cannot access this data unless you choose to share it with us. The information is used solely to help troubleshoot and provide informed guidance.

Here are a few suggestions if your ecobee thermostat is indicating that the AUX heat is running for extended periods, or if you’d like to minimize AUX usage:

1. Turn off the AUX breaker at the electrical panel. You can turn it back on if outdoor temperatures drop below 25°C.
2. Remove temperature setbacks. This helps prevent the system from calling for AUX heat to recover larger temperature differences.
3. Set your thermostat to a single, consistent temperature. Avoid frequent adjustments, as temperature swings can trigger AUX heat unnecessarily.

We can appreciate the desire to have your tenant handle the utility payments directly. However, we are unable to transfer the account to a tenant. The Energy Service Agreement is with you as the owner and as such, billing needs to be issued to the owner as well. Additionally, any late or non-payment would impact your credit as well.

 While you’re welcome to make private arrangements with your tenant regarding reimbursement, the owner is ultimately responsible for all geothermal utility charges.

This error may occur when accessing the payment link from an invoice email. It is typically caused by a DNS or network issue on your device or internet connection and is not usually an issue with the invoice itself or the payment portal. Your device is unable to connect to Stripe’s payment platform through the link provided in the email.

Note: We most commonly receive reports of this error from customers using Hotmail, Outlook, and Gmail email accounts; however, it can occur with any email provider or network configuration.

How can I fix it?

Please try the following troubleshooting steps:

• Switch to a different network (for example, move from Wi-Fi to mobile data).
• Try a different device.
• Try a different web browser (Chrome, Edge, Firefox, or Safari).
• Clear your device’s DNS cache.
• Temporarily disable any VPN or proxy service.
• Check whether your firewall or antivirus software is blocking access to Stripe.

Why does this happen?

Common causes include:

• Local network or internet provider DNS issues
• Corporate firewall restrictions
• VPN or proxy interference
• Outdated DNS cache

Can I still access my account and make a payment?

Yes. If the payment link in your email is not working, you can access our Self-Service Portal to:

• View and download invoices
• Pay outstanding balances securely
• Update payment methods (credit card or pre-authorized debit)
• Update contact information (excluding email addresses)
• View your payment history

Please refer to the Self-Service Portal Navigation Guide for instructions on accessing the portal.

I still need help.

If you continue to receive this error after completing the troubleshooting steps above, please contact our support team for further assistance.