COVID-19

Here you can find all of our efforts to protect and support our customers and employees. Please note that this page will be updated regularly as we continue to implement new measures. 

Need help?

 

You can manage your services via your Customer Centre or My Helix Account.
If you are not yet a Videotron customer, you can safely and fully complete your online subscription for Helix services by choosing one of our custom plans. You can also consult the FAQ about our actions regarding the COVID-19.

REOPENING OF OUR STORES

Good news! As of June 1, our kiosks and stores in shopping malls outside the Montreal Metropolitan Community (MMC) will join our stores with a street entrance and will be open to serve you Monday through Sunday during regular store hours.

Note that equipment returns cannot be accepted yet.

Naturally, we are taking all necessary precautions to protect our customers and our employees. Please check to make sure the store you wish to visit is open before you go.

IN-STORE MESURES
Note that in order to protect our customers and our employees, these stores will apply a strict service protocol and a strict hygiene protocol.
  • Greeting of customers with a hydroalcoholic solution, small questionnaire and management of the number of clients in the store;
  • Increased hygiene measures for all surfaces, vehicles and products used by employees and customers;
  • Restrictions on physical contact: employees maintain as far as possible a minimum distance of 2 metres;
  • Floor marking, installation of Plexiglas shields and protection panels between stations.

Mesures on the road

Our technicians can help you with many of these services without entering your home. They will deliver all the equipment you need to perform the installation yourself and then assist you over the phone.

  • Technicians are required to ask questions about the risks associated with COVID-19 before entering a customer's location;
  • Increased hygiene measures for all surfaces, vehicles and products used by employees and customers;
  • If you are in self-isolation, returning from a trip or experiencing flu-like symptoms, please contact 1-877-512-0911;
  • Restrictions on physical contact, employees maintain as far as possible a minimum distance of 2 metres.

A technician will not come to:

  • Disconnect Videotron services or products;
  • To take back equipment. You can keep the equipment without penalty until preventive measures are lifted;
  • Add new equipment at a customer’s premises (customers may install new equipment themselves).
VIDEOTRON HELPS YOU STAY CONNECTED
Here are the measures Videotron has put in place to make life easier for its customers in the coming days. These changes have been automatically applied to customer accounts. There is no need to contact Videotron to take advantage of them.

Internet

All data caps have been removed on all Residential and Business Internet plans for our customers until June 30, 2020 (please note that this does not apply to cellular data).

Television

The following specialty channels are currently on free preview: LCN, ICI RDI, Yoopa, Euronews, Rewind, TLN, TGCOM 24, Salt + Light Television and more.

Mobile

Roaming rates and related fees for Daily Traveller Pass have been cancelled for travellers outside Canada in the eligible destinations until June 30, 2020.
Customer Centre
Here are different actions that you can manage via your Customer Centre. You don’t have to contact our customer service!
My Helix Account 
Here are different actions that you can manage via My Helix Account. You don’t have to contact our customer service!
ALWAYS AVAILABLE TO HELP YOU

In order to concentrate our efforts in the busiest times of the day, we have changed our hours.

Here are our hours for the coming weeks:

  • Monday to Friday: 9 a.m. to 7 p.m.
  • Saturday and Sunday: 10 a.m. to 6 p.m.
Note that Technical Support remains available 24/7 and Business Solutions is open during its regular hours.

Looking for tips and tricks to optimize your services?

Check out our articles you can read during this time of social distancing.

How to adapt returning home from abroad

Phishing attempts on the rise

Make the most our of your workday from home

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