Assisted installation with one of our technicians

Special equipment installation procedure during the COVID-19 pandemic

To prevent the spread of COVID-19, you can choose to install your equipment yourself with the support of a technician who will guide you remotely by phone or video call, without entering your home. Technicians will also opt for assisted installation if they consider that a situation presents a health risk.

auto install main - en

ASSISTED INSTALLATION WITH ONE OF OUR TECHNICIANS

How will the installation be carried out?

IMPORTANT: The technician will first verify that no occupants in your home are in mandatory confinement or have COVID-19 symptoms. The installation will be postponed to a later date if these risks are present.

We will confirm our technician’s arrival twice:

  1. By automated call, 24 hours prior to your appointment.
  2. The day of the appointment, to notify you that the technician is on their way.
  • On the day of your appointment, the technician will check the exterior installations and ensure that the required connections are functional. They will not enter your home, they will place the equipment in front of your door. You must be there during your appointment to receive your new equipment.
  • The technician will call you from outside and assist you while you install your equipment yourself. Online and paper guides are also available to help you follow the installation steps.
  • The technician will only enter your home if a technical problem requires a physical intervention inside your home (ex: activating an outlet). All safety and social distancing measures will be respected.

Assisted installation is available for all our services: 

  • New installation
  • Adding a service or equipment
  • Moving 
  • Switching your existing wired services to Helix

To sign up, contact our Customer Service Representatives and they’ll help you find the solution that best suits your needs.

If you have any questions before or when you’re installing your services:
please contact Technical support.

Frequently asked questions

Receiving your equipment

At the time of your appointment, our technician will call to let you know that your equipment has been delivered to your building’s front entrance. 

Get prior approval from your residence administrator to install our services. Ensure that an attendant is present for receiving and installing equipment.

Yes. Designate another adult to receive your equipment and follow our technician’s instructions over the phone. Otherwise, the installation will be postponed and you will need to reschedule.

We have enhanced hygiene measures in all our vehicles. There is no risk to your new equipment and the technician does not collect your old equipment. Follow recommendations and wash your hands after unpacking your equipment.

Learn about other preventive measures…

Returning your equipment

Unless you have received specific instructions from us, you can return your old equipment to the Videotron store closest to you.

Locate a store

Moving your equipment

Transport all your equipment in their original packaging or safely: modem, gateway, router, terminal, decoder, remote, pods, amplifiers, etc. 

No. You don't have to be there, just make sure to bring your equipment to your new home. Our technician will disconnect the services at your previous residence.

Call Customer Service 30 to 45 days prior to your move date to notify us of the change and give us your new address. On moving day, bring all your equipment to your new home and make sure you’re there during our technician’s visit. Get more information to plan your move.

Uninstalling your equipment

Disconnect the power cables of all your equipment, except for the Wi-Fi amplifier and pods, which you need to unplug from the electrical outlet. Unscrew the coaxial cables from your illico modem and terminal/decoder (DTA). Remove other Ethernet, HDMI, telephone, component and audio cables from your equipment.

Unscrew the coaxial cable from your Helix Fi gateway. Disconnect the power (and Ethernet) cables from the gateway and Helix TV terminal, in addition to the HDMI cable. Remove the Wi-Fi pods from the electrical outlets.

Troubleshooting

Select the correct input using your TV’s remote control. Then make sure your device’s coaxial cable is properly connected.

See how to locate the input on the illico decoder.

Make sure the coaxial and power cables are properly connected. If necessary, restart your device. Wait a few minutes before trying to open a website. Here’s how to restart your modem and router or fix Helix Wi-Fi.

Videotron is continuing to install essential Internet and TV services so they are safe for our technicians and customers by favouring assisted installation procedures. Mobile Phone subscriptions are not affected by these new processes as devices, SIM cards and accessories are sent through the mail.

Here are all the measures put in place to protect our customers and employees:

OUR PREVENTATIVE MEASURES