When do I need to return equipment to the store?
You must return your equipment to a Videotron store when one of the following situations applies to you:
- You replace your old equipment with new ones, such as Helix
- You remove a service from your subscription
- You no longer need certain rental equipment, such as an additional Helix TV terminal
- As part of the 30-day satisfaction guarantee
- You return your phone at the end of the Take-back Credit program
Note: You have 30 days to return the equipment to the store after changing your services, otherwise fees may apply. For more information, refer to Videotron’s Terms and Conditions: Communication Services Contracts.
If you live more than 30 minutes away by car from a Videotron store or have impaired mobility, and have difficulty getting around, it is possible to return your old equipment to us by mail. Contact Customer Service for more information.
Checking if your equipment is rented, loaned, or purchased
Check your monthly invoice to find out if your devices are rented, loaned, or purchased. You can also take all your equipment to a Videotron store and a representative will tell you what needs to be returned and what belongs to you.
Did you purchase your equipment?
You can keep it, give it away, or take it back to a Videotron store for recycling.
Check in the Equipment and Accessories section of your invoice, under Helix Services, or go to the Services and Equipment section in My Account.
Check in the Existing Services section of your invoice, under Cable, Internet, and Home Phone, to see what equipment is being borrowed or rented.
Switching to Helix and returning your old equipment
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 30 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.
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.
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.
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.
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.
Removing a service or applying the 30-day satisfaction guarantee
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.
Returning your phone at the end of the Take-back Credit program
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.
