FAQ: All the information on the delivery of your equipment to self-install

Did you order equipment from Videotron and have questions about its delivery? Here are some answers and solutions to help you.

FAQ

On the day of delivery, the delivery person will ring your doorbell and give the package to whoever is there to receive it. If no one is home, the delivery person will leave a note with the information on how to retrieve the package and the telephone number to contact the carrier. 

If you are a Helix customer, you will receive an email notification with the expected delivery date and tracking number for your package. A link will allow you to check the delivery status with our courier, Planète Courrier.
 

If you are a Helix customer, log in to My Helix Account to view the delivery status or access Planète Courrier’s detailed tracking by clicking on the tracking number. To log in to your account, enter your email and password or, if this is your first login, the temporary 4-digit PIN that you received when you subscribed. You will then be asked to create your password.
To track a package other than a Helix product, contact Planète Courrier at 438-896-4009. Have your Videotron account number ready, as it is used as the tracking number.
 

For Helix products, you can find the tracking number in My Helix Account.

For any other product, the tracking number will be your Videotron account number (displayed in the top right-hand corner of your invoice).
 

You can track your package directly through the seller who sold you the equipment.

Normally, once an order is placed it takes two business, non-statutory holiday days for the package to arrive. At the moment, due to the COVID-19 pandemic and high delivery volumes, delivery times may be longer.

You can schedule a new delivery with our partner, Planète Courrier. Schedule it online or call 438-896-4009 and make sure you have your package tracking number or Videotron account number handy.

You can schedule a new delivery with our partner, Planète Courrier. Schedule it online or call 438-896-4009 and make sure you have your package tracking number or Videotron account number handy.

If the delivery is 24 hours late, contact Planète Courrier directly at 438-896-4009. If your delivery is more than 24 hours late, contact our Customer Service.

Contact our Customer Service to get the help of a representative.

Contact our Technical Support to have a representative diagnose the issue.

Contact Customer Service. A representative will track your package with our delivery partner.

If your package doesn’t match your order (e.g., incomplete or duplicate equipment), contact Customer Service. A representative will check the situation with our partners.

Once an order has been confirmed online or with a representative, it cannot be cancelled. However, you can refuse the package when the delivery person comes by and then call Customer Service. If you have already accepted the package, please contact Customer Service.

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