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
Note : If you live more than 30 minutes away by car from a Videotron store or have impaired mobility, consult the FAQ to find out what to do with your Videotron equipment.
You’re 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 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.
You are 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.
You are 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.
Frequently asked questions about the return of equipment
You can keep the equipment you own or bring it back to the store to be recycled.
They belong to you and are not compatible with Helix equipment. You can dispose of them as you wish, or bring them back to the store to be recycled.
Check in the Existing Services section of your invoice, under Cable, Internet and Home Phone, to see what equipment is being borrowed or rented.
You can also take all your equipment to a Videotron store and a representative will tell you what needs to be returned.
If the nearest Videotron store is more than 30 minutes away by car from where you live, and you consider this travel time to be a major inconvenience, you can return your old equipment to us by mail.
For information on how to return by mail, contact Customer Service.
If you have a motor, sensory, or physical disability that prevents you from going to a Videotron store, you can return your old equipment to us by mail.
For information on how to return by mail, contact Customer Service.