Why two Videotron invoices?
Helix was developed on a new technological platform, and all of our services will eventually be migrated to this platform.
That is why you’re currently receiving two invoices with different dates, account numbers, and payment due dates: one for your Helix services and one for your other Videotron services, such as Mobility and Home Phone.
We are well aware of the inconveniences this situation may cause. Here are a few useful tips to ensure you don’t miss a payment.
Distinguishing between your two invoices
As a Helix subscriber, you receive one invoice for your Helix services and one for your other Videotron services. Each of these invoices is associated with a different account number, which is located at the top of the first page. These numbers allow you to differentiate your invoices when making a payment.
Understanding my Helix invoice
Understanding my Videotron invoice
Helix billing and services are managed in My Account, while your other Videotron services are managed in the Customer Centre.
Choosing the right payment method for your two invoices
To avoid the stress associated with having to pay the right account on time, we suggest signing up for preauthorized payments.
With this payment method, the amount owed on both invoices is automatically withdrawn from your bank account or charged to your credit card on the same day each month, so you get peace of mind.
Choosing a preauthorized payment method in My Helix Account
- Log in to My Account.
- In the Billing & Payment section, under the Preferences tab, activate preauthorized payment for your Helix account.
- Add a credit card by entering the corresponding information for automatic payments.
Only automatic credit card payments are available at this time.
Choosing a preauthorized payment method from in the Customer Centre
- Log in to your Customer Centre account.
- In the Account and Billing section, under Your Invoice, select Register for Preauthorized Payments.
- Select your preferred payment method, either bank withdrawal or automatic credit card payment.
- Enter and save your payment information.
Good to know
If you do not want to sign up for preauthorized payments and would rather use another payment method, such as online banking, simply add Videotron as a provider in your online bank account.
Enter the Videotron name one time with your Helix account number. Make sure to add identifying information such as “Helix invoice” the Videotron name. Then enter the Videotron name a second time with the account number for your other Videotron services and add identifying information such as “Home Phone invoice.” This way, you will be able to easily distinguish between your two invoices and make your payments correctly.
What to do in the event of a payment error
If you accidently pay the wrong account, contact Customer Service.
Once you start the process, allow 6-8 weeks for your request to be processed. Please note that your balances will remain unchanged during this period.
Our teams make every effort to support you in the best way possible in order to reduce any inconveniences.
