How can we help?
Select a category to contact a specialist.
Contact us
Toll-free across Québec
Monday-Friday : 8 :00 am to 7 :00 pm
Saturday and Sunday: 9:00 am to 6:00 pm
Chat with a representative
With just one click, enjoy fast, real-time service.
Monday-Friday: 8:00 am to 7:00 pm
Saturday and Sunday: 9:00 am to 6:00 pm
For the hearing impaired (TTY)
Please use the chat to contact a Videotron representative.
Other numbers
From your Videotron Home Phone Line or Mobile Line:
611
Automated service:
1 866 380-2967
24/7
Find answers and solutions online
Choose your type of account:
- My Account for Helix services
- Customer Centre for Residential Internet, Television, Home Phone and Mobile services
All you need to do is enter your username and password in the corresponding fields on the login page.
Browse the Shop section on on our website, choose the Helix plan that best suits your needs and follow the online subscription steps.
You can choose the Videotron Simplified Payment option when you purchase a new phone and subscribe to one of our Mobile plans with a 24-month agreement. The cost of your phone is then divided into 24 affordable monthly payments with no interest and no deposit. At the end of the 24 months, your phone is fully paid and only your Mobile plan appears on your invoice.
Shop now for the plan that meets all your needs and the phone of your dreams, and create your perfect combination with the Videotron Simplified Payment option.
Contact us
Toll-free across Québec
Monday-Friday :8:00 am to 7:00 pm
Saturday and Sunday: 9:00 am to 6:00 pm
Chat with a representative
With just one click, enjoy fast, real-time service.
Monday-Friday : 8 :00 am to 7 :00 pm
Saturday and Sunday: 9:00 am to 6:00 pm
For the hearing impaired (TTY)
Please use the chat to contact a Videotron representative.
Other numbers
From your Videotron Home Phone Line or Mobile Line:
611
Automated service:
1 866 380-2967
24/7
Choose your type of account:
- My Account for Helix services
- Customer Centre for Residential Internet, Television, Home Phone and Mobile services
All you need to do is enter your username and password in the corresponding fields on the login page.
Contact our Customer Service up to 90 days prior to your desired installation date to notify us of your change of address.
Before contacting us by chat or by phone, make sure you have all the information you need to provide.
You can use your mobile while travelling. However, as soon as you leave the area covered by your plan, roaming charges may apply.
There are add-ons and plans that can help you reduce your costs abroad or even avoid roaming charges. Check out our tips on how to use your mobile device while travelling.
Here are some reasons why your invoice may have increased:
- You were benefitting from a special offer or discount for a specific period of time, but that period has ended, so you are now being charged the regular fees. If necessary, review your needs and modify your services in My Account.
- You have modified your services upwards, so you are now being charged for these additions.
- You have purchased new equipment, so the purchase cost, in one or more instalments, is added to your invoice.
- You used pay-per-use services, such as movie rentals or à la carte content, so these fees are added to your invoice.
More details on the possible variations of your current monthly payment.
Do your services now seem too expensive? Take a few minutes to assess your needs.
Residential Internet, Television, Home Phone, Mobile services:
Account and billing: viewing your balance
Residential Internet, Television, Home Phone, Mobile services:
Paying your invoice
See the procedure for changing your channels with Helix TV or illico TV.
Learn how to identify the important parts of your invoice, as well as items that may cause your balance to vary, in our Understanding my invoice page.
To learn more about the contents of your first invoice, visit our Understanding my invoice page.
If you ordered Helix equipment, log in to your online account to view the delivery status, or access Planet Courier’s detailed tracking by clicking on the tracking number.
Important: For your first login to your online account, enter your email and the temporary 4-digit PIN you received when you subscribed. Learn more.
To track a shipment of a non-Helix product, enter your Videotron account number without the dashes in the Tracking number box on the Planet Courier website and click on Track.
Learn more about the delivery of equipment.
Normally, once an order is placed, it takes 48 to 72 business hours for the package to arrive. However, the high volume of orders resulting from our November Blackout sales may cause delays in delivery.
Contact us
Toll-free across Quebec
24/7
Chat with a representative
With just one click, enjoy fast, real-time service.
Monday-Friday :7:00 am to midnight
Saturday and Sunday: 7:00 am to midnight
For the hearing impaired (TTY)
Please use the chat to contact a Videotron representative.
Other numbers
From your Videotron Home Phone Line or Mobile Line:
611
Automated service:
1 866 380-2967
24/7
Find answers and solutions online
Contact Videotron Customer Service to notify your move.
Find out how to organize the move of your devices.
Helix Internet service:
Residential Internet service:
You might be in an area where network coverage is low, or your device settings may be blocking network access. Check out our solutions in the event of an absent network.
A number of countries are phasing out their 3G network. If your phone is not compatible with the newer VoLTE technology, you may not be able to make or receive calls. To be prepared in case of an emergency, check that the VoLTE feature is enabled on your device before leaving.
No. You will have to reactivate the mobile data usage fee limit yourself in your Customer Centre by following these steps:
- In the Mobile section, click on Mobile data usage fee limits.
- Check the boxes of the limits you wish to reactivate, and click on Save.
Get more tips about managing your mobile data usage.
Helix services:
Log in to My Account: : Forgot password?
Residential Internet, Television, Home Phone, Mobile services:
Log in to Customer Centre: Forgotten username or password
Depending on the problem and the error code displayed, you may need to restart your terminal. Check out our error code descriptions and troubleshooting tips for your Helix TV terminal or illico terminal.
Helix equipment is very easy to install. See the steps to follow and watch the videos to self-install your Helix equipment.
illico TV:
Access the Business site
Services just for businesses
Speak to representatives who are trained as business experts to find solutions tailored to your needs, regardless of your business sector. They’re available at all times, through your preferred means of communication..
You voted Videotron #1 for the clarity and simplicity of information provided.1 Obviously, we get you.
Need a quick answer or solution?
Visit our Support section to get information about your services and products or get help with the most common issues. For example, learn how to log in to your account, understand your invoice, change the TV channels in your plan, optimize your Internet connection, track your mobile data usage or enable security and parental control features.
Are you dissatisfied with the solutions proposed to solve your problem?
Find out how to obtain satisfaction or fill out our complaint form directly.
Have more questions?
1According to the CRTC Sales Practices Review - 2022 Secret Shopper Project Detailed Findings Report, dated March 23, 2022.