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.

SEVERAL OF OUR STORES STAY OPEN FOR ESSENTIAL SERVICES

Until February 8th, our stores reduce their services to its essentiels in order to comply with the latest government measures in place.

 

Services available in-store:

Replacement of defective equipment (mobile phone, remote)

Warranty services continuity for mobile devices through replacement or repair

Purchase of an accessory, like a charger

Purchase or replacement of SMI card

Urgent activation of a phone for front-line staff

 

Since Videotron is considered an essential service, several of our stores will remain open. Before you go, check stores opening by clicking on the button below.

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 to respect the limit per square meter;
  • 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 an assisted installation and then assist you over the phone or the mobile app.

  • 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, experiencing flu-like symptoms or house someone in quarantine for COVID-19, please contact 1-877-512-0911
  • Restrictions on physical contact, employees maintain as far as possible a minimum distance of 2 metres

New equipment return instructions

Technicians can pick up equipment when they go to a customer’s premises for an assisted installation or a service call. See the FAQ at the bottom of this page for the conditions.
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: 8 a.m. to 7 p.m.
  • Saturday and Sunday: 9 a.m. to 6 p.m.
Note that Technical Support remains available 24/7 and Videotron Business 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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