My Account or Customer Centre?
Our two online platforms allow you to manage different services:
My Account
My Account includes Helix services: Helix Internet, Helix TV, and Helix TV App. Our goal is to migrate all our services to this user-friendly platform.
Customer Centre
The Customer Centre includes the Mobility, illico TV, Hybrid Fibre Internet and Home Phone services. You may be subscribed to some of these services in addition to Helix services which appear in My Account.
Just subscribed?
Download the User Centre + app from Google Play or the App Store.
Sign up for our self-serve platforms
My Account
When you subscribe to Helix services, you are automatically registered to My Account. All you need to do is create your password:
- On the My Account login page, enter your email address in the ID field.
- Enter the temporary PIN we gave you when you subscribed in the Password field.
- Create a new password (see our tips on creating a strong password).
Do you use the Customer Centre as well?
Once you register for My Account, those login credentials will become your credentials for the Customer Centre as well. One less thing to remember!
Customer Centre
To register for the Customer Centre, the account holder must fill out the registration form and create a password. Check out our tips on creating a strong password.
Good to know
Use your Customer Centre or My Account credentials to connect to our apps, such as the User Centre +, Helix Fi and the Web TV app.
Retrieving your username or ID
My Account
Your ID is the email address we use to send you your invoices and share news and information about your Helix services.
Customer Centre
When you registered for the Customer Centre, you created a username, which is an email address or another alias.
Have you signed up for My Account as well? Use your My Account credentials to log in to the Customer Centre.
Still don’t remember your username or ID?
We’re here to help! Simply call Customer Service.
Changing your ID or username
My Account
Your ID is the email address we use to send you your invoices and share news and information about your Helix services. To change this address, call Customer Service.
Do you use the Customer Centre as well?
When you change your My Account username, your Customer Centre username changes accordingly.
Customer Centre
To change your username, please call Customer Service.
Retrieving or changing your password
My Account
- Logging in for the first time? Your password is a temporary 4-digit PIN that was given to you when you subscribed.
- Forgot your password or temporary PIN? Reset it.
- Want to change your password? Reset it in the Account Details section of My Account.
Do you use the Customer Centre as well?
When you change your My Account password, your Customer Centre password changes accordingly.
Customer Centre
If you have forgotten your password or want to change it, simply reset it.
Have you signed up for My account as well? Use your My Account credentials to log in to the Customer Centre. If you have forgotten your My Account password, simply reset it.
Videotron email address
Learn how to change the password for your email account (yourname@videotron.ca) in the Customer Centre.
To protect your online accounts, check out our tips on creating a strong password.
Reset your My Account password or your Customer Centre password.
Still not able to log in? We’re here to help! Simply call Customer Service.
We started using My Account when we launched Helix. Our goal is to migrate all our services to that platform. In the meantime, you may have to manage some of your services in My Account and others in the Customer Centre.
Adding a user: In the Customer Centre, the account holder must go to the Manage account users section and add a user.
Editing or deleting a secondary user: In the Customer Centre, the account holder must go to the Manage account users section and click the View button beside that user. From there, they will be able to modify the user’s information and authorizations or delete the user.
My Account
All your addresses are in the same account space. To view address information, select the location from the drop-down menu at the top left of the account overview page. Note, however, that since each address has a different account number, payments must be made separately.
Customer Centre
You’ll need to create a Customer Centre account for each address. Choose a descriptive username for each account (e.g., House, Cottage, Condo, etc.).
Do you have multiple accounts? Read our tips on managing your invoices.
Use your Customer Centre login information.
To download the app, your mobile device must be running on Android 5 or later, or iOS 12.4 or later.
