Good to know
If you have a physical SIM card to insert into your device, follow the steps to activate a standard SIM card instead.
Have you just signed up for a Mobile plan and will be using an eSIM card? See the following steps to activate your eSIM card and start using your Mobile services now.
- Remove the old SIM card, if needed.
- Make sure the device is connected to Internet.
- Set up the eSIM card.
- Finalize the activation of your Mobile Line.
- Configure your device, if necessary.
- Complete the initial Voicemail setup.
- Configure network settings, if needed, to make sure your services are functioning properly.
- Perform all other recommended configurations.
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.
Thinking of reactivating your eSIM card later?
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.
Good to know
Setting up a device for your family? The Family Space offers tips and tools to help get you started.
Setting up your eSIM card
When you subscribed to a Mobile plan, we sent you a QR code:
- By email, if your mobile is managed in My Account
- By mail (printed on a card), if your mobile is managed in the Customer Centre
You need to scan this code with your phone to activate your services. There may be a brief delay after signing up before you can complete the activation in My Account.
See below for detailed steps depending on your phone brand.
Note: If you received your QR code by email, open it on another device (computer, tablet, or other phone) so you can scan it with your phone. You can also log into My Account and tap Show QR Code.
Don't have access to another device to view your QR code? See the workaround.
The QR code can be used only once. It is valid for 30 days. If you do not activate your eSIM card during that time, you will need to contact our Customer Service or go to a store to get a new code.
- Open the Settings app and select Cellular.
- Tap Set Up Cellular.
- Tap Use a QR Code.
- Tap Scan QR Code, then 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.
- Select SIMs, then Add SIM if you use the Dual SIM feature.
- Tap 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.
- Open the Settings app, then select Network and Internet.
- Tap SIMs & mobile network, then 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.
Need help getting started?
If you experience issues after completing the activation or replacement of a SIM card, restart your phone.
If you need a hand setting up your device, feel free to contact our representatives by chat or phone. We’re here to help!
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 Mobile Line
The Line will activate automatically.
You have a replacement eSIM
Mobile Line managed in My Account
- Log in to My Account.
- On the “Activating your eSIM card” banner, click Activate my eSIM card and follow the on-screen steps.
Mobile Line managed in the Customer Centre
- Call our automated service at 1-833-657-5507.
- Choose option 1 and follow the instructions.
- If there is a problem with the activation, you will be automatically redirected to Customer Service.
You have transferred your mobile number from another provider
To finalize your number transfer, choose one of the following options:
Mobile Line managed in My Account
- Log in to My account.
- In the Overview tab, click on Transfer my number and follow the on-screen steps.
Mobile Line managed in the Customer Centre
- Dial 1-877-477-5757.
- Choose option 1 and follow the instructions.
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.
First Voicemail setup
Start by accessing your voicemail with your temporary PIN, then choose a new PIN and set up your greeting message.
- Press and hold 1 to access your voicemail.
- Enter your temporary Personal Identification Number (PIN), which is the last 4 digits of your phone number followed by 99#.
- E.g., if your phone number is 514-281-1711, enter 171199#.
- Follow the instructions:
- Enter a new PIN, followed by #.
- Enable the PIN Skip feature if desired.
- Record your name for the greeting message: wait for the beep at the end of the instructions, say your name, then press #.
- Choose the type of greeting message:
- System message with your name only.
- Personalized greeting message.
Access your voicemail without having to enter your PIN by enabling the Personal Identification Number (PIN) skip option.
For more details, see how to set up Voicemail on a mobile phone.
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.
Other recommended configurations
Congratulations! Your mobile is now activated and ready to use! We recommend that you keep customizing your services and device using the following procedures:
Enabling localization to avoid losing my device
Enabling Wi-Fi Calling to optimize my coverage
Setting up a debit or credit card to pay with my mobile
Installing a screen protector on my device
Setting a mobile data limit on my device
See what is included with my Mobile plan in My Account
Get our tips delivered straight to your inbox! Our support emails are full of tips and tricks to help you get the most out of your services. Define my communication settings
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 you are unable to display your QR code on a device other than your mobile, here’s what you can do:
iPhone:
Use the features integrated into your mobile to read saved messages and screenshots.
- Take a screenshot when your QR code is displayed.
- Open the Photos app and find the picture of the QR code.
- Tap the Live Text (box with three lines) icon on the bottom right-hand side of your screen.
- Select the QR code, and the options associated with the code will appear.
- Tap the Open link option.
For more information, consult how to use “Live Text”.
Android (or iPhone):
Use Google Lens.
- Take a screenshot when your QR code is displayed.
- Open the Google Photos app and find the picture of the QR code.
- Tap the Lens at the bottom of the screen.
- Google Lens analyses the image and automatically detects the QR code, and the possible options are displayed.
- Select the Open link option.
For more information, consult how to get info about your photos.
If there is an error when scanning your QR code, contact us by phone. A representative will assist you in activating your eSIM.
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