Videotron : Moving : Change of address

Most frequenlty asked questions

How long before my moving date do I have to contact you?: Contact us as early as possible so we can guarantee you an appointment with one of our technicians on the date of your choosing.
What is the charge when I move?: The charge for disconnection/reconnection when you move is $39.95.
I have several activated outlets at my present address. Will I have to pay again to have the outlets activated at my new residence?: The $39.95 moving charge includes the installation of TV, Internet and telephony services if installed on the same day for a maximum of 5 outlets per visit. Installation of additional outlets extra.

Preparing for your move

How long before my moving date do I have to contact you?: Contact us as early as possible so we can guarantee you an appointment with one of our technicians on the date of your choosing.

Disconnection

Do I have to be at my former residence at the time of the disconnection?: No. It is not necessary to be present for a service disconnection.
My multifunction modem (MTA) is locked. How do I disconnect it?: You will need a strong pair of wire clippers. After disconnecting the electrical power from your multifunction modem, cut the coaxial cable about 4" from the lock to free the modem. Then bring it with you to your new residence, where our technician will reinstall it.
If you have any concerns about doing this yourself, we can send a technician to unlock your MTA at no cost. However, you will remain responsible for bringing the modem to your new residence.
Can I get my service suspended between disconnection at my former residence and reconnection after I move, since my new home isn't ready?: You can delay connection of services at your new address for a period up to 45 days after the date of deactivation of the same services at your former address, except for wireless telephony, for which there is no suspension of service.
If there is a delay before reconnection of my cable services following my move, will I still receive my multi-service discounts?: Yes. Even if your services are not reconnected immediately, you will continue to receive your multi-product discounts.
Can I use Internet telephone service between the disconnection of service at my old address and reconnection at my new address?: Yes. A long as you have access to a phone line, our Internet telephone service is available at all times. The usual conditions of use apply.

Connection, installation and cabling

Do I have to be at my new residence for the connection?

Yes. It is very important that you be present when our technician comes to install your services.

What equipment do I need to have with me when the connection is being done?

So that our technician can efficiently install your services, you must have on hand, depending on the services to be installed, the following equipment:

television set
illico terminal
computer
modem/multifunction modem (MTA)
residential telephone

What is the purpose of the socket on the multifunction modem (MTA) and why deactivate it?

The quality of the phone line from the multifunction modem is directly dependent on the quality of the cable signals, their adjustment and their connection. The socket on the modem is an assurance of the quality of the installation undertaken by a professional Videotron technician.

Which wires or cables do I have to bring to my new residence?

You must bring with you the wire connecting your television to your illico terminal. However, you do not have to bring the Videotron cable with you; our technician will install new cable at your new residence. Please note that some charges may apply for the installation of a second outlet or to move existing outlets.

My new home is pre-cabled. Does this mean I can have a television in each room?

We can install a maximum of 4 illico digital terminals per residence. If you are an analog cable subscriber, we can install a maximum of 9 outlets.

The outlets are already installed in my new residence. Can I do the connection myself? Is the service already activated?

When you place your order, our customer service representative will be able to verify if the cable service is already active at your new residence. (This only answers one of the questions.)

Is the technician going to put cable all over my house?

Installations are all done on the surface (i.e., the cable is visible); our technician will therefore do his best to install the cable neatly and discreetly. If you wish to have in-wall installation, you will need to contact an independent outlet in advance to have your residence pre-cabled.

Will I have to reconfigure my email program after being connected at my new residence?

No. You will not have to make any modifications.

Moving charges

What is the charge when I move?: The charge for disconnection/reconnection when you move is $39.95.
I have several activated outlets at my present address. Will I have to pay again to have the outlets activated at my new residence?: The $39.95 moving charge includes the installation of TV, Internet and telephony services if installed on the same day for a maximum of 5 outlets per visit. Installation of additional outlets extra.

Promotional offers

Do you currently have any promotions?: We have some very attractive promotional offers for each of our products. You can consult our Offers section for more information.

Residential telephone number

Can I keep the same phone number?: Videotron is obliged to conform with the local telephony zones established by the industry. A call would no longer be a local one if an out-of-town number were moved to a new city! If you wish to keep the same telephone number after your move, our customer service representative can tell you if your old address and new address fall within the same calling code area.

Wireless phone number and service

Do I have to change my wireless phone number when I move?: Not necessarily. It depends on the local calling area that you wish to keep. For example, you could move from Montreal to Sherbrooke and you may still want to keep a number starting with the 514 regional code because most of your calls are made when working in Montreal.
If I change my wireless phone number when I move, will there be a charge?: If changing your number results in a change of coverage area, there will be no charge.
I have already notified Videotron of my move and you have confirmed an appointment for installation at my new residence. Do I have to wait for this reconnection before I can subscribe to wireless service?: No. You can subscribe before, during or after your move, as you wish. However, to ensure service delivery before moving, you must advise us at least 5 business days before your moving date.
I'm moving outside the Videotron cable network area. Can I keep my wireless phone?: Yes. It is possible that you will still be able to access our wireless network in your new area.
It is also possible that, even if our wireless network is not be available, you may want to use your wireless phone frequently when traveling, or in another coverage area.

Television

Will I have access to the same TV channels — and at the same price?: The selection of channels may vary according to the area. To find out which channels are available at your new address, view our channel line-up, in the Television section at videotron.com.
The prices are the same for digital service. However, prices may vary from one area to another for analog service. By simply entering the street number of your residence and your code postal in the Do-it-yourself Package section at videotron.com, you can find out if your rate will change. It is important to note that all prices and packages may change without notice.

Access to messages on moving day

Will I have access to my voicemail while waiting for installation of my residential phone at my new home?: Yes, but only if you keep the same number. In that case, you can consult our website on the videotron.com/voicemail page to obtain the access number for your area during the time that your telephone is not in service.
Will I have access to all e-mails sent to my videotron.ca or videotron.qc.ca address between disconnection of my former service and reconnection at my new address?: Yes, your e-mail messages will be accessible at all times via our webmail service. To see if this option has not already been activated in your account, visit www.videotron.com/services/secur/ang/your_compte/webmail/registration.jsp.

Frequently asked questions