Note: My Account and Customer Centre are now accessible from the same login screen.
Signing up for our self-serve platforms
My Account
When you subscribe, an email is sent to you to complete your registration. Didn't receive this email? Please contact us.
Once you register for My Account, those login credentials will become your credentials for the Customer Centre as well. One less thing to remember!
Customer Centre
To register for the Customer Centre, the account holder must fill out the registration form and create a password. Check out our tips on creating a strong password.
Good to know
Use your Customer Centre or My Account credentials to connect to our apps, such as the User Centre +, Helix Fi and the Helix TV app (mobile and Web).
Retrieving your ID
My Account
Your ID is the email address we use to send you your invoices and share news and information about your Helix services.
Customer Centre
When you registered for the Customer Centre, you created a username. It can be an email address or another alias.
Still don’t remember your ID?
We’re here to help! Simply call Customer Service.
Changing your ID
To change your ID, please call Customer Service.
Retrieving or changing your password
If you have forgotten your password or want to change it, simply reset it.
Frequently Asked Questions about online account access
- Go to the login screen and try to connect.
- Clear your browsing history and try again to log in.
The method may vary depending on the browser and device used, but often boils down as follows:- In your browser’s Settings, go to the Privacy section, and then clear browsing data.
- On your mobile phone, you can open the browser’s Settings by tapping
on Mobile device menu or accessing your device’s settings. - Try to log in again. If the issue is not resolved, try using a different browser.
- Reset your password, then try logging in again.
- Call our Customer Service.
We started using My Account when we launched Helix. Our goal is to migrate all our services to that platform. In the meantime, you may have to manage some of your services in My Account and others in the Customer Centre, even if these platforms are accessed from the same login screen.
My Account
My Account includes Helix services: Helix Internet, Helix TV, and Helix TV App. Our goal is to migrate all our services to this user-friendly platform.
Customer Centre
The Customer Centre includes the Mobility, illico TV, Hybrid Fibre Internet and Home Phone services. You may be subscribed to some of these services in addition to Helix services which appear in My Account.
We started using My Account when we launched Helix. Our goal is to migrate all our services to that platform. In the meantime, you may have to manage some of your services in My Account and others in the Customer Centre, even if these platforms are accessed from the same login screen.
Adding a user: In the Customer Centre, the account holder must go to the Manage account users section and add a user.
Editing or deleting a secondary user: In the Customer Centre, the account holder must go to the Manage account users section and click the View button beside that user. From there, they will be able to modify the user’s information and authorizations or delete the user.
My Account
All your addresses are in the same account space. To view address information, select the location from the drop-down menu at the top left of the account overview page. Note, however, that since each address has a different account number, payments must be made separately.
Customer Centre
You’ll need to create a Customer Centre account for each address. Choose a descriptive username for each account (e.g., House, Cottage, Condo, etc.).
Do you have multiple accounts? Read our tips on managing your invoices.
Use your Customer Centre login information.
To download the app, your mobile device must be running on Android 5 or later, or iOS 12.4 or later.
