We’re pleased to welcome you as one of our new subscribers to the Helix services we launched in the Val-d’Or, Rouyn-Noranda, Malartic, Rivière Héva and Cadillac areas of Abitibi-Témiscamingue.
If you have any questions, visit us at a store near you or contact our Customer Service team at 1-833-655-8487, Monday to Friday from 8 a.m. to 7 p.m., and Saturday and Sunday from 9 a.m. to 6 p.m.
Here’s some important information for installing your new services.
Installation procedure for customers who don’t have the Partner network
New Videotron customers who don’t have a coaxial cable at home will be visited by two technicians: one from the Partner network, who will install the outlets needed to connect the modem and the Helix Fi gateway, and another from Videotron, who will install the equipment.
- Upon signing up, you schedule an appointment with us to install your Videotron equipment.
- If a pre-installation appointment is required, we will call you back to find a convenient time.
- We will then confirm the dates of both your appointments.
- To reschedule an appointment, call Customer Service at 1-833-655-8487 or go to My Helix Account.
Helix Fi gateway location
During the pre-installation appointment, let the Partner network technician know that the coaxial cable has to be in a central location in your home.
To get the most of your Wi-Fi, your Helix Fi gateway must be located near the coaxial cable that’s most centrally located within the rooms in which you’ll be using your equipment.
Choose an unobstructed area away from electronic devices that can cause interference and minimize the number of walls and ceilings between the Helix Fi gateway and your wireless devices as they weaken signals and limit their range.
Get answers to your questions
We ask that you be at home for both appointments. During the pre-installation appointment, the Partner network technician will run the coaxial cable into your home, if need be, and into the room where the modem and Helix Fi gateway will be installed. These devices should be placed in a central location in your home for optimal coverage. For the second appointment, the Videotron technician will install your equipment and give you basic instructions on how to start using it.
Because you’re a new Videotron customer and you don’t have a coaxial cable at home. A Partner network technician will install the outlets required to connect the modem and Helix Fi gateway, and a Videotron technician will install your equipment.
Yes. Call our Customer Service at 1-833-655-8487 or reschedule online in My Helix Account. One of our representatives will contact you to confirm availability.
To install the Internet service on the Partner network in Abitibi-Témiscamingue, Videotron uses two secure devices that are simple to set up: a modem and a Helix Fi gateway. The modem allows you to connect to the partner network using the coaxial cable connected to your home. The Helix Fi gateway, which is connected to the modem, connects all your home wireless devices to Wi-Fi for quick Internet access and access to Helix TV.
Unfortunately, at the moment, Videotron cable telephone services are not available in your area. However, please see our Mobile offers.
There’s a ton of resources to learn how to get the most out of Helix (Internet, TV, Helix Fi and Helix TV applications) on our Support page.
You can change your Internet plan in My Helix Account.
In the Services section, click on Change my services. Note that it may take up to 72 hours for the change to become effective.
A credit will be applied to your bill to avoid having to pay a surcharge between the time your request is made and the time the change takes effect.
You might find the solution in the many troubleshooting tips and tools on our Support site. You can also call our Customer Service and Technical Support 24/7 at 1-833-655-8487.
To let us know you’re moving, please call us as soon as possible at 1-833-655-8487 to ensure your services go uninterrupted.
