What happened to the automatic 'invoice ready' reminder?

I switched to paperless billing years ago and always received an email notice when the invoice was issued. This stopped in January for Helix and our regular accounts and I was late to pay one. I have 'chatted' with them, gone to a Videotron store, and called. This is supposed to be automatic for everyone who is paperless. No one seems able to fix it, and this is a super high tech company. I cannot fathom why. Anyone else have this problem and was it solved?