Warning: If you are a Helix subscriber, you’ll receive one invoice for your Helix services and one for your other Videotron services. Each of these invoices are associated with a different account number and have their own payment due date.
Understanding your Helix invoice
Accessing your invoice online
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On a mobile device 
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On the Web |
Consultez plus de détails pour savoir Learn more about how to access your invoice online.
Your invoice basics
Begin by identifying the following four items on your invoice.
- Account number: Located in the top right-hand side of your invoice, your account number allows you to pay your invoice and identify yourself when contacting our representatives.
- Invoice date: Also at the top right-hand side of the invoice is the invoice date, which is when the invoice was issued. This section includes any changes, purchases, overage fees, pay-per-use fees, and any other items that have been added since the previous invoice was issued.
- Invoice period: This is the period for which you are being invoiced. Since Videotron always invoices for the following month, it’s important to refer to the invoice period to understand your invoice.
- Due date of invoice/ Withdrawal date: This date is found in the invoice notification email, as well as at the bottom right corner of your invoice. It’s the same day each month and corresponds to the day on which the invoice balance is due, as well as the first day of the current invoicing month (the period for which your services are billed on this invoice).
Why does your balance seem higher than usual?
Is your invoice higher than usual or higher than you expected, and you can’t figure out why? There are many reasons that may explain the situation:
Just like paying rent, your invoice covers services for the upcoming month. The first invoice after a service is added covers the period from the time the service was activated (Service Change section on your previous invoice) and the regular invoice month (Current Services section).
If you have purchased a device to be paid in instalments or are renting a device, their billing will be set up the same way.
Check the invoice periods in the left margin to check that your monthly charge is correct, and keep in mind that your first invoice after activation may cover more than one month.
If a promotion or discount being applied to your account for a specified period has ended, you will start getting charged the regular rate for these services. Promotion and discount details can be found in your service contract.
Note that Videotron always invoices for the upcoming month. If the discount period is ending within the next month, it would already be visible on your invoice.
Do your services seem too expensive? Take a few minutes to assess your needs.
The details for these charges appear in the Pay-per-use fees section. Here are a few situations that may incur fees and what you can do to avoid them in the future:
You’ve exceeded your plan’s usage limit: To check your plan’s limits and track your data usage, log into the User Centre + app on your mobile or your Customer Centre account.
You’ve exceeded your home Internet usage limit: Some of our Internet plans have a data usage limit. These restrictions are applied to avoid excessive usage, as it slows down the network and penalizes all customers. Check your plan’s limits and track your usage in the Customer Centre.
You’ve made long-distance calls on your mobile or home phone: Details about long-distance calls can be found in the usage breakdown section. To find out your plan’s long-distance limits and track your usage, log into the User Centre + app on your mobile or your Customer Centre account.
You’ve purchased on-demand movies or pay-per-view TV: To avoid these services being used accidentally or excessively, we recommend enabling an administrator PIN and an order PIN on all your devices.
You’ve called 1-900 or 1-976 numbers: These lines provide pay-per-call services whose cost is determined by the service provider. Videotron acts only as a carrier of the call and as a collector. Contact our Customer Service to get these numbers blocked.
For more information on 1-900 and 1-976 calls, visit the CRTC’s website.
You’ve called other service or entertainment numbers: Useful numbers are short numbers that provide quick access to several types of services, often at a cost. See the useful numbers.
If you purchased new equipment, your next invoice will be higher, since it includes the purchase cost, in one or more instalments.
If you received a welcome credit, it may be spread over several months rather than applied as a lump sum. Check the “Welcome Credit” information in the breakdown for your Mobile plan.
A $45 Mobile activation fee is automatically charged when you add one or more plans or when you purchase one or more new devices.
These fees are used to maintain and develop the mobile network, for example.
If you didn’t pay your last invoice, or you paid it around the new invoice issue date, the payment won’t appear on your current invoice. The balance appearing in the Customer Centre gets updated as soon as your payment is received, and the payment will appear on your next invoice.
If you are registered for preauthorized payments, check that your information is up to date. Has your card expired? Was the payment processed correctly?
To continue to meet all your needs, and to offer innovative products and an ever more reliable and efficient network, Videotron sometimes adjusts the prices of its services. Customers are notified of this by email.
Do your services seem too expensive? Take a few minutes to assess your needs.
Is this your first invoice?
Invoice details
This section may include, among other things, installation fees and associated credits, as well as equipment fees and applicable discounts.
You will see any additions, removals, or modifications made to your services during the billing period.
Do you find your invoice too high? Take a few minutes to assess your needs.
Starting from the day you make a change to a service, the former service will be credited for the unused period and the new service will be billed for the number of days left before the end of your billing period. You’ll therefore see a prorated adjustment of the total cost of the service. This means you will only pay for the period during which you have used the services.
So, if you add a service halfway through your billing cycle, you will be billed for half the current monthly cost of the service and for the following month.
Pay-per-use services
This section contains the costs of pay-per-use services (costs incurred during the billing period), e.g., Video On Demand, on-demand TV, or any usage not included in your plan.
Learn more about surcharges and irregular fees.
Frequently asked questions about invoice
When you are subscribed to both Helix and other Videotron services, you receive two separate invoices: one for your Helix Internet and Helix TV services, and another for your other Videotron services, such as Mobility or Home Phone.
Learn how to manage your two invoices for Helix and your other services.
Did you just subscribe to one or more Videotron services? Learn more about your first invoice.
This is a payment option for your cell phone. With a 24-month plan, you get a new phone with no upfront payment and its cost is divided into 24 affordable monthly payments with no interest.
This program is available when purchasing some mobile phones with the Simplified Payment option. It allows you to get a credit on your monthly payments when you return your device in good condition at the end of your 24-month agreement. More details
