Assess your service needs | Support

Your customer experience and satisfaction are important

At Videotron, we want you to have a great experience and to be satisfied with your services and their rates.

Go over the following items and discuss them with one of our advisors or make a service change yourself online in My Account or in the Customer Centre.

Does your invoice seem higher?

There are various reasons why your invoice may be higher:

Your promotion or discount period has ended

You have upgraded your services

You have used pay-per-use services

You have purchased new equipment

Do you need to review your services?

Are you subscribed to Helix services?

If not, we invite you to take a look at our most recent promotions, applicable to both new customers and existing illico TV and Residential Internet customers.

Do you have services with another provider?

If so, it might be more advantageous for you to transfer these services to Videotron in order to benefit from multi-product offers.

Do you have pay-per-use fees on your invoice?

If your invoice includes charges for long-distance calls, roaming, movie rentals, exceeded Internet limits or Mobile data overage fees, you could stabilize your invoicing and avoid unpleasant surprises by upgrading your plans to include such uses. Check your Internet and Mobile data usage habits online in the Customer Centre.

Are you using your services to their full potential?

For example, do you have too many channels, some of which you never watch, a high Internet speed for a moderate usage, unused on-demand viewing platforms, or a Mobile plan that includes more data than you need?

To verify which services are included in your subscription and how you use them, or to make changes to them, go to My Account or the Customer Centre. You can also read our tips for choosing the right Internet speed for your needs.

Are you experiencing technical issues?

Are you satisfied with how your services work? Have you visited our Support section and help forum? If you can’t find a solution, we invite you to contact our Technical Support team by phone or chat to have a specialist diagnose the situation and help you resolve the issue.

Have you consulted our service offering recently?

Perhaps our new plans would be better suited to your needs. Shop.

Do you have access to our promotions?

To receive advantageous offers, such as price reductions, bonuses, partner discounts, and other promotions, you must subscribe to our communications.

In My Account, go to the Profile & Settings tab, then update your communication preferences.
In the Customer Centre, under the Your account section, click on Manage your communication preferences, then update your preferences.

What exactly are you paying for?

By choosing Videotron, you take advantage of several benefits. Here are a few:

Videotron in general

Significant multi-product discounts
Around-the-clock technical support
Ultravast, high-performance Mobile network
Multi-screen viewing with the TV app
The User Centre + app, to track your Mobile data and Internet usage

Helix in particular

Ultrapowerful Wi-Fi 61 to connect all your devices
Helix Fi app for Wi-Fi management
The Advanced Security feature
Easy access to on-demand content apps
Voice command for TV

That said, if the services you subscribe to or the applied rates no longer suit your needs or your budget, it may be time to adjust your subscription. Refer to the following sections to help you find the solution you’re looking for.

Have you received an offer from another service provider?
Have you carefully reviewed all the conditions of this new agreement, such as the duration of the promotions and the regular price? Our representatives are well trained to help you. Contact us to discuss your options.