FAQ

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Helix is Videotron’s new Internet, TV and home automation service. From its high-performance fibre Internet network, Helix offers you reliable Wi-Fi that meets all needs, connected TV (IPTV) that satisfies all viewing habits and, soon, home automation that will allow you to manage your home quickly and easily.

No. You can get Helix Internet and the ultra-smart and powerful Wi-Fi that comes with it without signing up for Helix TV. Discover all available Helix Internet Plans.

There are two payment options:

  • Pay the total amount when you sign up
  • Make payments over 24 months, without interest or conditions

In both cases, the taxes that apply to the equipment must be paid in full upon purchase.

More information about the costs.

No. You cannot rent Helix equipment. It can only be purchased.

Yes. After your full initial payment or at the end of the 24-month agreement, you’ll own your equipment.

The Helix Internet network is made up of an alloy of the best technologies: optical fibre, coaxial and cutting-edge Wi-Fi.

Want more information on the Helix offer? Discover Helix.

Television over IP (IPTV) is an increasingly popular television transmission protocol that delivers video signals over Internet protocol networks, giving it several advantages over conventional protocols such as cable or satellite.

This gives you more flexibility when watching TV, as all content and platforms are grouped into one interface, and you can now access all of this on your TV, phone, tablet and computer, wherever you are.

Yes. You must subscribe to Helix Internet in order to take advantage of Helix TV. Start by selecting the power of your Helix Internet connection and add the Helix TV service by opting for a Helix Internet and TV plan or a Helix Internet and Helix TV app plan.

Not at all! Helix technology is designed to provide an enhanced entertainment experience, including quick access to all your content on any screen, whether you’re home or away, and higher Internet speeds.

You have two options to benefit from Helix TV - get a Helix TV terminal that will be connected to a TV or subscribe to a Helix TV App plan without a terminal and stream Helix TV on your screens with Chromecast (other compatible streaming devices will be added shortly).

The Helix Starting Kit, which includes a Helix Fi gateway, a Helix TV terminal and a voice remote, covers the requirements for a TV. You can connect other TVs by adding a Helix TV terminal per TV or use the Helix TV app to stream your content on your screens without a terminal.

No. Helix TV also features mobile and online apps that enable you to watch your content anywhere while on the move. More details on the apps.

Yes. Your Helix TV entertainment platform features a wide selection of exciting content, including everything on Netflix. However, a Netflix membership is required to use the Netflix app.

With the voice command, simply say “Netflix”. You can also access it by pressing the Helix button on your remote. Scroll to the Apps tile and select Netflix.

No. You have to be pressing on the voice remote’s Microphone button for it to pick up a voice command. There’s nothing to worry about!

No. The only requirement is that your television has an HDMI input.

Want more information on the Helix offer? Discover Helix.

No. The Helix Fi gateway is an all-in-one product that combines the features of a modem and router. It delivers optimized, stable and powerful Wi-Fi to all connected devices.

You can use your own Wi-Fi router with the Helix Fi gateway. However, you won’t be able to access certain network management features accessible through the Helix Fi app.

No. You can get Helix Internet service and the ultra-smart and powerful Wi-Fi that comes with it without signing up for Helix TV service. Discover all available Helix Internet Plans.

Want more information on the Helix offer? Discover Helix.

You will have to change your equipment when transferring your services from Videotron to Helix.

The Helix Fi gateway replaces your modem and Wi-Fi router. The Helix TV terminal replaces your illico terminal. Only Helix equipment (Helix Fi gateway, Helix TV terminal, voice remote, Wi-Fi pods) can be used to access these Helix services.

After the installation, the technician will take back any rental equipment you have and leave the equipment that belongs to you. You can sell it, give it away or recycle it, as you wish.

No. You do not need a router to use the Helix Fi gateway. It’s an all-in-one product that combines the features of a modem and router.

No. You can get Helix Internet service and the ultra-smart and powerful Wi-Fi that comes with it without signing up for Helix TV service. Discover all available Helix Internet Plans.

No. illico recordings and settings cannot be transferred to Helix. To quickly reschedule your daily recordings, simply use the voice command; say the name of the show you want to record and select Record in the menu that opens.

All the channels available on illico are also available on Helix. So, yes, you will keep your existing channels, if they are also available in the new Helix TV plan you select.

You can change your channels or select others on a pick-and-pay basis that would not be included in your new Helix TV plan. To do so, simply log in to My Helix Account on Videotron’s website. For more information on how to change your channels, visit our Support site.

No! You can use the Helix TV app on your phone or online to watch content when you’re away, no matter where you are.

More details on the apps.

Not at all! Helix technology is designed to provide an enhanced entertainment experience, including quick access to all your content on any screen, whether you’re home or away, and higher Internet speeds.

Want more information on the Helix offer? Discover Helix.