Questions and answers

DO NOT CANCEL your existing service; only active numbers can be transferred to a new supplier.

Let Videotron know that you wish to transfer your number and we'll handle all the details on your behalf. However, you will need to fulfil any contractual obligations you may have with your former provider.

Once the transfer is successfully complete, Videotron will notify you that you have full access to all of the services you subscribed to. Your former provider will then disable your old services.

You will need to purchase a new phone and choose a new package with Videotron. We will be happy to help you select the phone and package that best meet your needs.

Yes, you can change your package to meet your needs by adding more minutes to your basic package. Simply subscribe to the option additional blocks of minutes.

1. Press and hold "1", or select the "Listen to messages" function from your phone's main menu. In both cases, your handset will dial your voice mail number.
2. Enter your password.

Note: long-distance or roaming charges apply when listening to messages outside your local calling area.

Dial your wireless phone number, press "#" when you hear your greeting and follow the instructions.

The amount of your first bill includes the charges for the current month as well as the fixed monthly charges for the next two months. The charges for the current month are calculated according to the number of days between the activation date of your wireless service and the billing date.

Fixed monthly charges subject to adjustments include:

• Charges on your monthly package
• Charges for your optional features
• 911 emergency fees
• Network access fees

Airtime charges are applicable. If you are travelling to the US or abroad, roaming charges are applicable.

When you browse the Internet with your wireless phone you use what's called the data network, which is different from the voice network for making telephone calls.

The notion of time does not come into play with wireless Internet. Time spent surfing is not counted as minutes from your package. This being said, every time you download or upload data, there's a transfer of kilobytes. These will be billed to you based on the wireless Internet option you've selected, as applicable.

When you subscribe to detailed billing, you get a detailed explanation of your use (voice and data) including the date, time, duration, and roaming charges each month.

When you subscribe to our online billing service, you can view your detailed invoice free of charge on our site.

1. Tips for using the 9-1-1 service in general
• When calling 9-1-1, please specify your name, your wireless number and the place from which you are calling.
• Stay online until the 9-1-1 operator terminates the call.
• After hanging up, leave your phone on in case the 9-1-1 operator has to call you back.
• We strongly advise you not to program 9-1-1 in your contacts or shortcut numbers to avoid accidental 9-1-1 calls.
• 9-1-1 calls from your wireless phone are subject to the same conditions as standard calls but no airtime will be deducted. If you are underground or too far from an antenna signal, the quality of the call may be affected or you may be unable to connect to the network.
2. 9-1-1 and Enhanced 9-1-1 Emergency Services

Reach the emergency service (fire, police, ambulance) quickly by calling 9-1-1 if this service is offered in the municipality where you are located. If this is not the case, your call will be routed automatically to the local authority in charge of emergencies. Enhanced 9-1-1 services are also available in certain regions. They transmit information on your location directly to the emergency centres.

3. Phase I Enhanced 9-1-1 Emergency Service

Phase I Enhanced 9-1-1 Emergency Service is characterized by the establishment of an assisted communications system which lets the operator identify your wireless number, your area code and the location of the cellular station from which your call is placed. This allows the operators to route your call to the appropriate emergency services and respond to the call as quickly as possible. In sectors or regions not served by Phase I Enhanced 9-1-1 Emergency Service, a local connectivity service routes your call to a local emergency service. In this case, the 9-1-1 operators will not have access to your wireless telephone number or your location.

4. Phase II Enhanced 9-1-1 Emergency Service

The purpose of Phase II Enhanced 9-1-1 Emergency Service is to provide more precise information than Phase I Enhanced 9-1-1 regarding the location of the subscriber who calls 9-1-1. The 9-1-1 operators who are equipped with adequate enhanced systems thus will receive the geographic coordinates associated with the approximate location of the person who calls them.