Contact us

To get answers to your questions, please contact our Customer Service Representatives and Technical Support experts, or check out our online solutions.

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

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.

Connection to My Account or to the Customer Centre

Browse the Shop section on on our website, choose the Helix plan that best suits your needs and follow the online subscription steps.

Find your plan.

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


Find answers and solutions online

Click SIGN IN or the Mon compte icon in the top right-hand corner of this page.

Don’t know which platform to use between My Account and the Customer Centre, or can’t sign in? Check out our Connection support.

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

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.

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


Find answers and solutions online

Some illico servers were updated on February 18, 2024. This operation may have disrupted the display of the recordings or generated unfounded error messages. Learn more.

Contact Videotron Customer Service to notify your move.

Find out how to organize the move of your devices.
 

Helix Internet service:

Troubleshooting Wi-Fi issues

Residential Internet service:

Resetting your modem or router

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.

 

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.

View our instructions
 

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..

Contact Videotron Business

You voted Videotron #1 for the clarity and simplicity of information provided.1 Obviously, we get you.

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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.

1According to the CRTC Sales Practices Review - 2022 Secret Shopper Project Detailed Findings Report, dated March 23, 2022.