Policies and prevention measures - 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.

ALL OUR STORES ARE OPEN

Good news! All our stores are now open, and our teams are following the strictest sanitary measures.

According to regional health measures, our services offered in stores are adapted.

For store business hours, click 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.

Special sanitary measures

After the cities of Québec, Lévis, and Gatineau were put into the red zone level and special sanitary measures were added as a result, the stores located in these cities will be limited to essential services only. Note, however, that curbside pickup will still be available for some non-essential services.

In-store essential services:

Replacement of defective equipment (mobile devices, TV remote)

Warranty services continuity for mobile devices (replacement or repairs)

Purchase of an essential accessory, such as a charger

Purchase or replacement of a SIM card

Technical problems and emergency telephone activation for first-line workers

 

Curbside pickup available for the following services:

Subscription to a Mobile plan

Renewal of a Mobile plan

Subscription to Helix services (TV or Internet)

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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