Take advantage of your move to equip yourself with the latest technology
The best is yet to come with Videotron in your new home! Helix offers ultra-powerful unlimited Internet with the best Wi-Fi technology in Quebec1, IPTV that brings all your content together and follows you wherever you go, the assisted home for your smart home and business apps that make your life easier.
Create a custom package that suits your needs and incorporate Helix equipment with a clean and discreet design into your new decor.
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A simpler move with Videotron
Since you already have a lot to think about, we are here to support you in the best way possible in your move. Our team is always at your service and we offer you technologies that make your life easier.
Plan your move: 30-45 days prior to your move, call us to change your address and schedule an appointment with a technician if required.
Frequently Asked Questions about the move
Call Customer Service 30 to 45 days prior to your move date to notify us of the change and give us your new address. On moving day, bring all your equipment to your new home.
Disconnect the power cables of all your equipment, except for the Wi-Fi amplifier, which you need to unplug from the electrical outlet. Unscrew the coaxial cables from your illico modem and terminal/decoder (DTA). Remove other Ethernet, HDMI, telephone, component and audio cables from your equipment.
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Unscrew the coaxial cable from your Helix Fi gateway. Disconnect the power (and Ethernet) cables from the gateway and Helix TV terminal, in addition to the HDMI cable. Remove the Wi-Fi pods from the electrical outlets.
Carry all your equipment with its wires in the original box or securely, such as modem, gateway, router, terminal, decoder, remote control, pods, amplifiers, etc.
To find out how to reconnect your home Internet and Videotron TV services in your new home, check out our instructions.
Yes. With Helix, you can choose the easy and free self-installation option to enjoy more flexibility and autonomy. To do so, you must already be connected to the Videotron network, have functional indoor cabling and not be a subscriber to the Home Phone service.
If your new home is already connected to the Videotron network, the interior cabling is functional and you are not a subscriber to the Home Phone service, you will be able to install your Helix equipment yourself by following our detailed instructions.
Note that if your new home has never been connected to the Videotron network or if the connection is too old and needs checking, a connection appointment will be required before you self-install your Helix equipment. You will be able to schedule this appointment when you contact our Customer Service for your change of address.
If you have a Mobile plan and you’re planning on moving, you should let us know as soon as possible and perhaps even change your mobile phone number.
More details
You must disconnect your Home Phone equipment properly and take it to your new home so that a technician can reinstall the service if you’re planning on keeping it.
Learn how to
Conditions
1 According to market share data collected by the Media Technology Monitor (MTM) in the fall of 2020.
2 Latest generation of Wi-Fi (802.11ax), subject to connection to the Helix Fi 2 gateway.