My Internet connection isn't working. What should I do?

Your Internet connection may not be working for several reasons:

1. Your computer should be checked first. In order to eliminate this possibility, shut off your computer. Wait a few seconds, and then restart.
   
2. Check that the "online" or "cable" light is lit and stable on your modem.
   Otherwise, the modem may not be connected to the Videotron network. Reinitialize the modem as indicated below.

How to reinitialize the modem:
• If you have a cable modem: unplug the device's electric cable, wait 20 seconds, then plug the cable back in.
• If you have a multi-function modem (Videotron telephony): use a pointy object to press the "reset" button located at the back.


3. Security software (firewall, antivirus) can cause connection loss if it's not configured properly. You will have to verify the configuration of the firewall or antivirus software.

Please note: you have to reinitialize the modem each time you plug in a new peripheral, whether it's a router or another computer.

If your connection problem continues, please contact one of our Technical Support agents at 1-877-380-2611.

My connection is slow. What should I do?

Videotron is recognized for the reliability of its network and Internet access. Nevertheless, many external factors can affect the speed of your connection. If your connection slows down, check the following:

1. Your installation:
   The router, often used to connect many computers to the Internet, can cause a slowdown. Many factors could be the cause:
   
   • The router itself: verify that your router's capacity is sufficient and that the firewall configuration is not blocking your connection.
   • The use of a wireless router: verify that your router is sufficiently secure. If not, it is possible that your connection is being used by someone else without your knowledge. In addition, if you use a wireless router, your connection can experience interference, which may slow it down.
   • Sharing the network: if many computers are using the same connection, the speed of your Internet access is divided between each station.
   
   
2. Your computer:
   The state of your computer can also influence your Internet access. In fact, the presence of a virus or a Trojan horse, the incorrect configuration of your firewall and certain procedures (updates, saves, antivirus analysis, etc.) can slow down your connection.


3. Your usage:
   
   • The sites: Access to high-traffic sites can be saturated. Your connection may become slow as a result.
   • File sharing software: applications like BitTorrent, Kazaa or LimeWire (i.e. station-to-station or P2P) use a huge transfer capacity. Check that their respective icon isn't in your taskbar.

Lastly, there are many unknowns on the Internet. Like all networks, the Internet can get congested. Videotron is constantly improving its network to spare clients from such inconveniences.

Please note: you can verify the speed of your connection by running a speed test. This tool, developed by DSL Reports and housed on our servers, is accessible from Videotron.com. It enables you to evaluate the performance of your Internet access. If you use another speed test, the results obtained might be biased by external elements over which Videotron has no control.

I just formatted my computer and now I don't have Internet access. What should I do?

• If you are using an Ethernet cable connection:
  
  No configuration is necessary because Videotron's Internet cable connection works well with this type of connection. It is possible, however, that the modem has to be reinitialized to enable your computer to access the Internet. All you have to do is unplug the modem's electric cable and then plug it back in, or, if you have a modem from Videotron telephony, press the "reset" button located at the back using a pointy object.


• If you connected the modem with a USB cable:
  
  Make sure you have the latest version of the modem kit, which is available at the Superclub Videotron nearest you. The USB drivers of your Videotron modem are also available on the manufacturer's CD found in the modem box.
  
  Once the modem's USB cable is plugged into the computer, the installation can begin, aided by the kit instructions or by the modem manufacturer's CD. The CD has to be in your computer for the installation to be properly completed.
  
  It is recommended that you keep the kit for as long as you use the Videotron modem.

If your connection problem continues, please contact one of our Technical Support agents at 1-877-380-2611.

To find the Superclub Videotron nearest you, use the Find a store tool on our Website.

How do I install a router?

We recommend that you consult the guide provided with your equipment. Each time that you connect a new peripheral to a Videotron modem, you have to reinitialize the modem either by unplugging the electric cable or, if you have a Videotron telephony modem, by pressing the "reset" button located at the back of the modem.

I can't access the Internet and I'm using a router. What should I do?

To install your router, please refer to the question "How do I install a router?"

Otherwise, you're having a hard time with the synchronization of your router and modem, or there's an internal problem specifically related to the router (memory management, frozen router, Wi-Fi problem, incorrect configuration).

Follow these steps in order to resynchronize the router with the modem:

1. Turn off all the computers in the house.
2. Unplug the router's electric current (usually a small black wire).
3. Reinitialize the modem.

If you have a cable modem (Internet only):

• Unplug the electric current.
• Wait five seconds.
• Plug the electric current back in.

If you have a multi-function modem (Videotron telephony):

• Find the "reset" button at the back of the modem. This button is usually found at the middle of the device, right next to the Ethernet jack, hidden in a hole the size of a pencil tip.
• Insert a pencil or paper clip in the hole to press down on the "reset" button for five seconds.
• Once the pencil or paper clip is removed from the modem, the modem's lights will turn off, then light up one after the other.


4. Wait one whole minute after the modem reinitializes before continuing.
5. Plug in the router's electric current.
6. Wait one whole minute after you have plugged the router back in before continuing.
7. Turn on your computer(s) and try to reconnect to the Internet when ready.

How do I configure my e-mail address with software like Outlook Express, Windows Mail, Mac Mail, etc.?

To start, you need to use your user name (vlxxxxxx) – which you will find on your invoice – and your password. There are two ways to configure your e-mail address:

• From the Videotron Internet Access Kit
• Manually, on Videotron.com

If you need help configuring your e-mail address, please contact one of our Technical Support agents at 1-877-380-2611.

I am getting an error message when I send or receive e-mails. What should I do?

The problem varies depending on the error message. It might be related to the following:

1. An incorrect configuration of the e-mail software
2. Viruses or spyware
3. Antivirus, antispyware or firewall software
4. The e-mail software or the operating system
   
   
   1. For the configuration of the e-mail software
      It is important to verify the following points:
      
      • The user name and password: the user name appears on your invoice and always corresponds to the following format: vlxxxxxx.
      • The name of the incoming server: pop.videotron.ca
      • The name of the outgoing server: relais.videotron.ca
   
   
   2. For problems related to viruses or spyware
      It is a good idea to verify the contents of your computer with software specially designed for this purpose. For example, the software designed by Videotron Security Services. For more information.
   
   
   3. For problems related to antivirus or antispyware software, as well as firewall software from sources other than Videotron
      Contact the software's Technical Support or an IT person.
   
   
   4. For problems related to e-mail software or the operating system itself
      Have your computer checked by an IT person.

If you need more information about your e-mail account, please contact one of our Technical Support agents at 1-877-380-2611.

How do I change my e-mail password?

First, you have to know your current password. If you don't, contact Technical Support.

There are two ways to change the password to your inbox:

• From the Videotron Internet Access Kit
• From the Customer Centre of the Videotron Website.

If you need help changing your password, please contact one of our Technical Support agents at 1-877-380-2611.

How do I add an e-mail address?

There are two ways to add an e-mail address:

• From the Videotron Internet Access Kit
• From the Customer Centre of the Videotron Website.

If you need help adding an e-mail address, please contact one of our Technical Support agents at 1-877-380-2611.

How do I access my e-mail when I'm on the move?

There are two ways to access your e-mail when you're on the move:

1. From the Videotron Website:
   
   When on the Videotron Website, open up a WebMail. session. WebMail enables you to access new e-mail messages not already received by your messaging system.


2. By configuring your e-mail software:
   
   Here are the instructions to follow for Outlook Express and Mac Mail:
   
   Outlook Express
   
   
   • Click on "Tools next on Accounts", then on the third tab, "Mail". Select the account "pop. Videotron.ca", then click on "Properties".
   • Select the "Advanced" tab. In the upper section "Server Port Numbers", for the outgoing e-mail (SMTP), change the port number to 587.
   • Then, activate the "Servers" tab. In the bottom section "Outgoing Mail (SMTP)", activate the option "My server requires authentication", then click on "Settings".
   • On the next screen, choose the option "Open the session using..." then enter your user name (vlxxxxxx) and the appropriate password.
   
   
   Mac Mail
   
   
   • Click on the "Mail" menu, then select the "Preferences" option.
   • In the "Accounts" section, first select the POP account corresponding to Videotron e-mail, then select the "Account Information" tab. At the very bottom, make sure that the outgoing server "relais.Videotron.ca" is selected in the scroll-down list. Click on "Server Settings".
   • Change the server port to 587, and then select "Authentication" from the scroll-down list. Click "OK" to accept the changes.
   • To validate and quit Mail preferences, click on the red button (or the first button in the upper left-hand if the user has selected "grey" as the colour).

  What is the minimum configuration required to subscribe to Videotron's Security Services?

• Windows XP, Windows 2000 (from Service Pack 3) or Windows Vista (except for the 64-bit version and Windows Vista Starter Edition)
• Internet Explorer 6.0 is required
• Please note that Windows 98SE and Windows Millennium are no longer supported.
• We are sorry to inform you that Videotron Security Services are currently not available for the Mac platform.