See the following steps to activate you SIM or eSIM card and start using your Mobile services now.
- Remove the old SIM card, if needed.
- Configure your device, if necessary (for example, if the device is new).
- Activate the SIM or eSIM card.
- Configure network settings, if needed, to make sure your services are functioning properly.
How to remove your old SIM or eSIM card
To ensure your phone works properly, we recommend removing the old SIM card or deleting the old eSIM card, if applicable.
If you want to use the Dual SIM feature, which allows you to have two phone numbers on the same device, you can skip this step and activate your eSIM card.
Did you have a physical SIM card? Remove it using the eject tool for the SIM card compartment. Otherwise, follow these steps to delete your old eSIM card, according to your mobile device model:
- Open the Settings app and select Cellular.
- Locate the eSIM card to remove and tap Delete eSIM.
- Tap Delete eSIM again to confirm the deletion.
- Open the Settings, app and select Connections.
- Tap SIM manager.
- Select the eSIM to remove and tap Delete.
- Tap Delete again to confirm.
- Open the Settings app and select Network & Internet.
- Tap SIMs and select the eSIM to delete.
- Tap Delete SIM.
- If applicable, confirm card deletion by authenticating with your lock PIN or fingerprint if requested.
Installing your SIM card
To easily install the SIM card in your device, follow these steps:
- Make sure your device is powered off.
- Insert the SIM card ejector tool or the tip of a paper clip into the hole in the SIM card holder and press until the holder opens.
- Remove the holder from the device and carefully place the SIM card inside. Line up the card’s tapered corner with the holder’s tapered corner.
- Insert the holder back into the device and push firmly until it closes completely.
Activating your eSIM card
After placing your order, you will receive a card, including a QR code used to activate your mobile services, by mail.
WARNING : The QR code can only be used once. Once it has been used, you cannot scan it again. In the event that you would need to reset your device but don’t want to cancel your Mobile Line, do not delete your eSIM card.
If you accidentally delete your eSIM card, please contact us
Before you begin, make sure your device is connected to the Internet, via a Wi-Fi network, for example.
- Open the Settings app and select Cellular.
- Tap Set Up Cellular.
- Tap Use a QR Code.
- Point the camera lens at the QR code to scan.
- When you see Activate eSIM on the screen, tap Continue.
- Tap OK to complete the activation.
Want to use the Dual SIM feature? Complete activation by following these steps: - On the Cellular Plan Labels screen, rename SIMs to better distinguish them, then tap Continue.
- Choose which line will be used by default, then tap Continue.
- Choose which line will be used for iMessage and FaceTime, then tap Continue.
- Choose which line will be used by default for cellular data, then tap Done.
- Open the Settings app and select Connections.
- Tap SIM manager.
- Select Add eSIM, then Scan QR code.
- Point the camera lens at the QR code to scan.
- When you see Add a Videotron eSIM? on the screen, tap Add.
- Wait while the eSIM is added.
When activation is complete, the card will be displayed under SIM manager.
Want to use the Dual SIM feature? Complete activation by following these steps:
- On the Edit SIM Names and Icons screen, rename SIMs to better distinguish them, then tap Next.
- Choose which line will be used by default, then tap Done.
- Open the Settings app and select Network & Internet.
- Tap SIMs, then Set up an eSIM.
- Select Videotron from the list of providers.
- Point the camera lens at the QR code to scan.
- When you see Set up your Videotron eSIM card on the screen, tap Set up.
- Wait while the eSIM is added.
- When you see Activate your eSIM card on the screen, tap Settings.
- Activate the Use this SIM card toggle.
Want to use the Dual SIM feature? Follow these steps to complete activation:
- On the Set your SIM preferences screen, tap Get started.
- Select the SIM to rename, change its name, then tap Next.
- On the Set your primary SIMs screen, choose which SIM will be used by default for calls, texts, and mobile data, then tap Done.
- Settings, Network and Internet.
- SIMs & mobile network, Download new SIM.
- Select Set up an eSIM.
- Point the camera lens at the QR code to scan.
- When you see Set up your Videotron eSIM on the screen, tap Set up.
- Wait while the eSIM is added.
- When you see Your eSIM card is ready on the screen, tap Done.
Want to use the Dual SIM feature? Follow these steps to complete activation:
- On the Activate your eSIM screen, tap Settings.
- Activate the eSIM toggle, then select Turn on.
- On the SIMs & mobile network screen, select the SIM cards to rename to better distinguish them.
- Choose which SIM will be used by default for calls, texts, and mobile data, if needed.
Finalizing the activation of your Mobile Line
Finalize the activation of your Mobile Line by following the steps below, according to your situation.
You are activating a new cell phone number
The Line will activate automatically.
You have received a replacement SIM or eSIM card
- Call our automated service at 1-833-657-5507
- Choose option 1 and follow the instructions
You have transferred your mobile number from another provider
To finalize your number transfer, choose one of the following options:
By automated call
- Dial 1 877 477-5757
- Choose option 2 and follow the instructions.
Online
- Log in to your Business Customer Centre
- Go to the Mobile section;
- Click on “Complete activation.”
Need help getting started?
If you need a hand setting up your device, don’t hesitate to contact our representatives. We’re here to help!
Setting up your mobile phone
When you turn your mobile phone on for the first time, you need to complete its initial setup before using it. A configuration wizard guides you through the different steps.
iPhone
- Follow the on-screen instructions to choose your language, country, and accessibility options.
- If you already have another Apple device, tap Quick Start to automatically configure your new iPhone. If not, tap Set Up Manually.
- Select a Wi-Fi or cellular network to activate your device and continue configuring it.
- Set up Face ID or Touch ID and create your access code to protect your data.
- If you have an iCloud backup or backup on a computer or Android device, restore or transfer your data. If not, tap Don’t Transfer Apps and Data.
- Enter your Apple ID and password or select Forgot password or don’t have an Apple ID? to recover it, create an Apple ID, or set it up later.
- Turn on automatic updates and information sharing, then set up Siri and other services and display options (optional).
- Tap Start to start using your phone.
If necessary, check out more information on how to set up your iPhone.
Android
- Select your language and accept the Terms of Use, then tap Next.
- Select your Wi-Fi network, enter your password, and tap Next.
- If you have a Google account (@gmail.com), enter your ID and password. If not, tap Create Account and follow the instructions.
- Select the Google services you want to activate and tap Accept to continue.
- Create a password or save your fingerprint to unlock your device.
- Depending on the device you have, you may be asked to accept the manufacturer’s terms of use or create an account with the manufacturer (Samsung, for example). The creation of this account is optional.
- Your Android device is ready for use. If you wish to further customize your device, go to Settings.
If necessary, check out more information on how to set up your Android device.
Configuring network settings on a device you’re reusing
Depending on where you got your mobile phone, you may have to take additional steps to activate your new Videotron services. Follow these steps.
If you cannot access your mobile data, i.e., you cannot access the Internet unless you’re using a Wi-Fi network, use the Reset Network Settings procedure. You can find the instructions here.
Network access point name (APN) settings must be entered to allow access to mobile Internet data and photo/video (MMS) messages.
To set up these parameters, refer to these instructions.
Frequently asked questions about eSIM cards
The eSIM, or embedded SIM, is a tiny chip installed in a mobile device that performs the same functions as a standard SIM card.
The eSIM is 60 times smaller than the nano SIM card and can be welded into any mobile device, such as a smartphone, connected watch, connected computer, or tablet. It is standardized by recognized industry organizations.
Here are some benefits of using an eSIM card:
- New ultra-flat and waterproof device designs due to the need for less physical space and the lack of a slot for a standard SIM card
- Possibility of connecting new types of devices
- Higher number of connected devices per user
- Improved customer experience through the digitization of the mobile plan subscription process
- Simplified logistics for mobile operators
A Dual SIM mobile device can operate two SIM cards simultaneously, thus allowing for two numbers and services from two different providers to be used on the same device.
As a Videotron Mobile customer, you can use a standard SIM card and an eSIM card on the same device, if said device has this capacity.
Note that the devices sold by Videotron do not support the Dual SIM feature with two physical SIM cards. Also, we cannot support the use or guarantee the proper functioning of a SIM or eSIM card from another provider.
If there is an error when scanning your QR code, contact us by phone. A representative will assist you in activating your eSIM.
Still need help?
Customer Service
For any questions about your account or invoice, or to modify or add services.
1 877 512-8590
