Returning equipment: what goes back to the store?

You must return your equipment to a Videotron store:

• When you replace your old equipment with new ones, such as Helix 
• Remove a service from your subscription 
• As part of the 30-day satisfaction guarantee  
• When you return your phone at the end of the Take-back Credit program 

If you’re switching from your existing wired Videotron services to Helix, you will no longer need your old equipment; they will need to be disconnected. 

You need to return any equipment that was rented or borrowed to a Videotron store within 14 days of your Helix subscription, otherwise you’ll be charged a fee. 

You need to return the following equipment:  

• Multifunction or Internet modem, with the power cable 
• Wi-Fi Router, with the power cable 
• illico terminal or decoder (DTA), with the power cable and the illico remote 

Check out the following scenarios to see what to do based on your services.

You’re switching to Helix and keeping your Videotron Home Phone service

Keep your multifunction modem plugged in. It is connected by a telephone cable to a telephone, wireless phone base, or wall phone jack.

If you have another modem for the Internet, disconnect it and return it to the store, with its power cable.

If a Wi-Fi Router is connected to the Internet modem with an Ethernet cable and it appears in the Internet section of your invoice’s Existing Services, return it to the store, with its power cable. If not, it belongs to you; you can dispose of it as you wish or bring it back to the store to be recycled.

You’re switching to Helix and cancelling your Videotron Home Phone service

Disconnect your multifunction modem and return it to the store, with its power cable.

If you have another modem for the Internet, disconnect it and return it to the store, with its power cable.

If a Wi-Fi Router is connected to the Internet modem with an Ethernet cable and it appears in the Internet section of your invoice’s Existing Services, return it to the store with its power cable. If not, it belongs to you; you can dispose of it as you wish or bring it back to the store to be recycled.

You’re switching your Internet from Videotron to Helix

Disconnect your Internet modem and return it to the store, with its power cable.

Also remove your Wi-Fi Router. If it appears in the Internet section of your invoice’s Existing Services, the router belongs to Videotron. Return it to the store, with its power cable.

You’re switching your TV from illico to Helix

Disconnect all your illico terminals and decoders (DTAs), as they are not compatible with Helix.

If they appear in the Cable section of your invoice’s Existing Services, the devices belong to Videotron. Return them to the store, with their power cables and the illico remote.

If you remove a service from your Videotron subscription after a certain period of time or are applying the 30-day satisfaction guarantee, contact Customer Service first. 

The Videotron representative will tell you which equipment you need to bring back to the store. 

The only way to return your device is to go to a Videotron store—one of our representatives will assess it and ensure it meets all return conditions.