What is seasonal suspension?
You can suspend your services if you are absent for a period of one to six months. During this time, some services are put on hold and no longer billed to you.
Suspension fees and certain conditions apply. To use this option or for more information, contact Customer Service.
Services that will be suspended
- Helix Internet
- Helix TV
- Helix TV App
- Hybrid Fibre Internet
- illico TV
Services that will continue to be supported
- Mobility
- Webmail
- Customer Centre
- My Account
Service you can choose to suspend or not: Home Phone
You’ll have the option of maintaining or suspending your Home Phone service.
Maintaining this service allows you to use features and options, if applicable.
Call Forwarding
When you maintain your Home Phone service, you can activate Call Forwarding to another number while you’re away (charges apply).
Alarm System
With your Home Phone active, the alarm system that is linked to your telephone line will continue to function normally to protect your home while you are away.
Voicemail
By maintaining your Home Phone service, you’ll continue to benefit from your Home Phone options. You’ll be able to check your messages remotely with Voicemail, or check your Voicemail to Email messages from Webmail.
IMPORTANT: You won’t be able to make changes to your account for the duration of the suspension.
FAQ about seasonal suspension
Suspended services are not billed during the specified absence period.
As services are normally billed to you one month in advance, you will see adjustments to the invoice following your departure and to the invoice following your return:
- Invoice following the start of the suspension: A credit will be applied to refund prepaid fees for suspended services. This invoice will also include the suspension fees.
- Invoice following service restoration: Services will be billed from the restoration date to your current invoice period. This invoice may therefore be higher than subsequent bills since it will cover just over one month of service.
No. Since the seasonal suspension interrupts TV service as a whole, it’s not possible to use the Helix TV app during a seasonal suspension.
No. Suspending Home Phone also interrupts the Voicemail features associated with that line. However, you may choose to keep this service even if you suspend others.
If your alarm system is linked to your home phone line, it will not be functional during the suspension. However, you may choose to keep Home Phone, even if you suspend other services.
