Newcomers: Frequently asked questions about subscribing to a Mobile plan

To take advantage of the benefits offered to newcomers, you must subscribe in store. Bring two of the following documents with you:

• Valid passport from your country of origin
• Québec Selection Certificate
• Permanent residence permit, study or work permit, or another official document issued by the Canadian government

Yes, to some extent. You can view your plans and add monthly Data Add-ons:

• From the Mobility section in the User Centre + app.
• From the Mobile section in the online Customer Centre.

To make any other changes, contact our Customer Service representatives, who will be happy to assist you.

Yes. A credit check is conducted for any new customer wanting to subscribe.

Three possible conclusions can be drawn from the analysis:

• The result is satisfactory, and no action is required.
• A prepayment is required. The prepayment amount is equal to one month of service, plus an additional amount if you’re purchasing a mobile device. If you’re not purchasing a device, you can avoid prepayment under certain conditions.
• You must sign up for preauthorized payments. In this case, your invoice balance will be automatically deducted from your bank account or credit card each month.

You can pay by credit card (Visa or Mastercard) or through your banking institution (in person or online).

We strongly recommend that you register for preauthorized payments. That way, your invoice balance is automatically charged to your credit card every month, and you never have to worry about missing a payment. Learn more about the different payment methods.

Any subscription to telecommunications services requires a service agreement between the provider and the customer. The agreement specifies current monthly rates, discounts, and subscription terms and conditions.

That said, the agreement does not necessarily constitute a commitment to keep using your services. You can terminate the agreement at any time, as long as you comply with the cancellation conditions set out in the agreement, if any. Learn more about your contract.

Yes! Our Mobile plan offer lets you save from the moment you arrive, and you can keep your rate for life,* as long as you maintain your initial subscription. See full details of our offer for newcomers.

* The “price for life” promise means that the base rate (before any discounts or credits) of Residential Mobile plans will not increase during the course of the subscription. It applies to all Residential Mobile plans marketed by Videotron with the mention “price for life.” The promise applies only to the base rate of the Mobile plan, and not to other charges, such as add-ons, Mobile activation fees, 911 emergency service fees, federal, provincial, and municipal taxes, overage fees, roaming fees, and any other out-of-plans rates and additional fees. It is valid as long as the customer maintains their subscription to the Mobile plan, and is non-transferable.

Our representatives can speak French or English. We cannot guarantee that a representative will be able to serve you in another language.

However, you can find answers to many questions in our online support articles or through the chat. You can then translate those texts or conversations into your native language using the translation tool of your choice.

Our help articles are available in both French and English. To translate them into another language, you can use a tool like Google Translate. However, we cannot guarantee the accuracy of the translation.