Good to know
Contact us up to 90 days prior to your desired installation date to notify us of your new address. You’ll need to have the following information handy to make sure your service transfer goes smoothly. So, when you’re ready, contact us by chat or phone!
Required personal information
• Your account number(s) to ensure all your services get transferred.
• An up-to-date email address so we can contact you about your services.
• A phone number where we can contact you before and after your move, if need be.
Required information about your new home
• The full address of your new home, including the postal code and correct spelling of the city and street names to ensure your services get activated at the right place. If need be, use the Find a Postal Code tool.
• The exact date on which your services will be disconnected and re-connected to ensure your services will be available when you need them.
• The best time for an installation appointment (morning, afternoon, or evening), if applicable. Note that a person 18 years of age or older needs to be present with the technician for the duration of the visit.
If you subscribe or are already a subscriber to Helix services, you may be able to do a self-installation, which is easy and free. Ask about it when you call for your change of address.
Information about your service needs
Determine which Videotron services you’ll need at your new home.
• Do you want to keep the same TV channels or add new ones?
• Do you want to add new services or a Mobile plan? (If you’re transferring from another provider to Videotron, have your old account numbers on hand.)
• Will you need to add Wi-Fi pods to extend your Wi-Fi network?
• How many TV terminals will you need?
• How many outlets will need to be installed or activated for your TV, Internet, and Home Phone services?
Good to know
If you’re not sure about what you’ll need, rest assured that you can always make changes online after you’ve moved. For example, you can:
• Change your TV channel lineup
• Modify your Helix Internet and TV plan
• Add a Mobile plan to your account
• Set up a preauthorized payment method
If you’re purchasing new devices, make sure they’re being shipped to the correct address.
Frequently asked questions about preparing for a move
To avoid having exposed cables, ask your contractor or electrician to install the outlets during construction, because Videotron does not pre-wire homes. If there are missing outlets at the time of installation, the Videotron technician can add them to what is already in place, but the cables will be visible.
Helix self-installation is offered to all eligible customers. If you’re not eligible for Helix self-installation, the representative will let you know when you call to notify us of your move, and they will set up an installation appointment with a technician.
Yes. Whenever you move to a different calling code area, you must get a new phone number. When you call to notify us about your move, the representative will help you change your number and notify you of our call reference options.
