Vidéotron : Customer support : Technical Support : The unique identifier : FAQ

Customer Centre registration

Who can register to the Customer Centre?

Any person living in a home subscribed to at least one Vidéotron service can register to the Customer Centre. However, only a Vidéotron account holder can use the Customer Centre registration form. The account holder is responsible for the Vidéotron account, which is usually the same person who pays the bill each month. Other users, referred to as secondary users, cannot use the online registration form and must ask the account holder to register them to the Customer Centre.

How do I register to the Customer Centre? (with an activation email)

Reminder: Only the Vidéotron account holder can use the Customer Centre registration form. The activation email is sent to your contact email address by Customer Service when you subscribe to Vidéotron services. The activation email is your entry point to the Customer Centre. It allows Vidéotron to securely identify you when you complete the Customer Centre registration form.

How do I register to the Customer Centre online? (without an activation email)

Reminder: Only the Vidéotron account holder can use the Customer Centre registration form. You can register to the Customer Centre without an activation email. Make sure that you meet all eligibility requirements by consulting the Who can register to the Customer Centre? section.

To register to the Customer Centre without an activation email, access and complete the registration form by providing the following information:

1. Your Vidéotron account number
2. Your date of birth
3. The postal code of the household where Vidéotron services are provided

If you need help, contact Vidéotron Customer Service.

How do I register to the Customer Centre online? (for users who are not Vidéotron account holders)

Reminder: Only the Vidéotron account holder can use the Customer Centre registration form. If you are not the account holder, you cannot complete your registration to the Customer Centre yourself. Your user account must be created by a Vidéotron account holder using the User management tool (in the My account section). This option is only available to account holders.

How do I choose my username?

Enter the username you wish to use in the Customer Centre registration form. Our systems will confirm if the username is available and meets the following requirements:

1. Minimum of 8 characters (maximum 50)
2. Numbers are accepted
3. Special characters accepted: . - _ @
4. Special characters not accepted: [Space] , = + < > # @

How do I choose a password?

Enter the password you wish to use in the Customer Centre registration form. Our systems will confirm if the username is available and meets the following requirements:

1. Minimum length: 6 characters (maximum 16)
2. Includes at least 1 number
3. Includes at least 1 letter
4. It does not include any of the following characters: [Space] , = + < > # @

Does my activation email expire?

Yes. The activation email expires five (5) days after receiving it, at which point it can no longer be used as an entry point to the Customer Centre registration form. If you wish to register without receiving an activation email, consult the How do I register to the Customer Centre online? (without an activation email) section.

How do I unregister from the Customer Centre?

You may cancel your Customer Centre user account at any time without affecting your subscription to Vidéotron services or WebMail. To do so, access your Profile (in the My account section), select the Unregister from the Customer Centre link and follow the steps as they appear on the screen. Note that a Vidéotron account holder cannot unregister if there are other users of the Customer Centre in the household. Other users must unregister first. If you change your mind and wish to register again, you may do so at any time.

Open a session in the Customer Centre

What do I do if I forgot my Customer Centre username?

If you have forgotten your Customer Centre username, click on the Forgot username link in the Open a session form and enter your contact email address. We will send your username to your inbox.

What do I do if I forgot my username and I did not include a contact email address in my profile?

If you have not specified a contact email address in your Customer Centre user profile (Profile, in the My account section), we cannot send your username. You have two options:

1. Ask the Vidéotron account holder to retrieve it for you
2. Ask the Vidéotron account holder to contact Vidéotron Customer Service to retrieve it

What do I do if I forgot my Customer Centre password?

If you have forgotten your Customer Centre password, click on the Forgot password link in the Open a session form and follow the steps as they appear on the screen. The system will ask you to answer your two (2) secret questions. You will then be invited to choose another password.

What do I do if I forgot my Customer Centre password and my secret questions?

If you have forgotten your Customer Centre password and cannot answer your secret questions, you have two options:

1. Ask the Vidéotron account holder to choose another password for you
2. Ask the Vidéotron account holder to contact Vidéotron Customer Service to choose a temporary password

What do I do if my Customer Centre username is locked?

Vidéotron systems are configured to lock your username after a certain amount of attempts for your security. If a message appears informing you that your username is locked you can:

1. Ask the Vidéotron account holder to unlock your username
2. Ask the Vidéotron account holder to contact Vidéotron Customer Service so we can unlock it for you

Do I need to close each secure Customer Centre session?

Closing each secure Customer Centre session when you are finished is a good habit. Click on the Close the session link on the top right of the screen when a session is active.

Why does my secure Customer Centre session time out?

As a security measure, Vidéotron systems are designed to automatically time out after a certain period of inactivity. A session is considered inactive when no action is detected, such as clicks of the mouse or data entry (on the keyboard) in the form.

Customer Centre user profile management

How do I subscribe to the unique identifier?

To get the benefits of one username and password to access the Customer Centre and Web Mail, you must subscribe to the unique identifier.

Here is how you subscribe to the unique identifier:
1. Open a Customer Centre session.
2. Access your profile.
3. Enable the option "Link my accounts".

Start now by opening a Customer Centre session.

What is the contact email address used for?

The contact email address where you wish to receive Vidéotron news and promotions. It is included in your Profile (in the My account section) and can be modified at any time.

What are the secret questions used for?

For improved flexibility and security, we ask you to answer two (2) questions. You must know the answers to these questions. These questions will be useful if you ever forget your password. They are outlined in your your Profile (in the My account section) and can be modified at any time.

What is user account linking? (Customer Centre and WebMail)

Vidéotron introduces improved security and greater flexibility when managing your different identifiers, including those for the Customer Centre and WebMail. Now you can link them! So whenever the site asks you to identify yourself, if you choose your Customer Centre username and you linked your WebMail account, you can access the latter without entering your username and password! To configure this option, access your Profile (in the My account section).

Customer Centre user management

What are the possible types of Customer Centre users?

There are two types of users possible in the Customer Centre:

1. Vidéotron account holder: by default, has access to all Customer Centre services. Can also create, modify, unlock or delete secondary users in the household, by using the User managament tool (in the My account section). This option is only available to the account holder.
2. Secondary user: assigned to a person who is not a Vidéotron account holder. Access to Customer Centre services are defined by the Vidéotron account holder.

How do I create a secondary Customer Centre user?

Follow these steps:

1. Go to User management (in the My account section)
2. Select Create a new user
3. Follow the steps as they appear on the screen

If you need help, contact Vidéotron Customer Service.

What actions can a Vidéotron account holder perform for a secondary Customer Centre user?

The Vidéotron account holder can perform the following operations for a secondary Customer Centre user:

1. Create: The account holder can create secondary users and assign Customer Centre access rights.
2. Modify: The account holder can modify the properties (e.g. password) and access rights of a secondary user account.
3. Unlock: The account holder can unlock a secondary user's account.
4. Delete: The account holder can delete a secondary user's account.

Certain actions such as modifying passwords or access rights will automotically generate an email sent to the concerned secondary user. All these functions can be found in User management (in the My account section). This option only appears to the account holder.

What are access rights? (Customer Centre services)

As mentionned in What actions can a Vidéotron account holder perform for secondary users?, secondary users cannot choose which services they wish to access. That is decided by the Vidéotron account holder of the household. If, as a secondary user, you want to access more services, ask the Vidéotron account holder in your household. Note that Vidéotron Customer Service cannot bypass the account holder's settings for your access rights.

How can I manage a user's access rights in the Customer Centre?

Follow these steps:

1. Go to User management (in the My account section)
2. Search and select the user to modify
3. In Modify user profile, select the Customer Centre services you want the user to access

If you need help, contact Vidéotron Customer Service.

What is the maximum number of users per household?

It is possible to have up to 6 users per household, including the Vidéotron account holder.