Plan your move with Videotron

Depending on your situation, you may be able to plan your move and update your address online in My Account. If needed, a representative can assist you.

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Gathering all the necessary information

To provide the best possible support, we’ll ask for the following information:

  • To identify you: your account number(s), a phone number where we can reach you as needed, and your email address
  • To plan your move: your new address, the date services will be transferred, and the desired time of your installation appointment, if necessary (morning, afternoon, or evening)

New home, new needs

Will you need Wi-Fi pods to ensure good coverage, an additional terminal for another TV, or new channels? Feel free to discuss this with our representatives when you contact us.

Plan your move

Plan your move online

Depending on your situation, you can update your address online in My Account.

If needed, you’ll be redirected to a representative for assistance.

Go to My Account

Speak with a representative

You can also speak with a representative by chat, phone, or in-store.

Contact us

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It’s time to switch to Helix!

If you don’t have Helix Internet or TV yet, a move is a great time to make the switch. Check out our current promotions!

Bundle your services and save

It pays to bundle your Internet, TV, and Mobile services at Videotron—save up to $100 a month! See our multiproduct discounts.

Once your move is planned

Please take note of the following important information to ensure moving day goes as smoothly as possible:

  • Remember to bring all your equipment to your new place. See how to disconnect your equipment.
  • Installing your Helix equipment yourself at your new place? Check out our installation videos.
  • If there is more than one day between disconnection and reconnection of your services, your invoice will be adjusted.
  • Equipment paid in equal instalments will continue to be billed with no interruption.

Details regarding Helix:

  • Your services cannot be changed before they are reconnected at your new address.
  • If you move to an address served by our network: your Helix TV recordings will be kept.
  • If you move to an address served by a partner network: your Helix TV recordings will be deleted.

If it’s an option at your new address, you can definitely install your own Helix equipment. We’ll check your eligibility when you change your address online or with a representative. If you’re not eligible, you’ll be prompted to schedule an appointment with a technician.

Depending on your situation, you can plan your move directly in My Account.

You’ll be able to change your address online and schedule the necessary steps to transfer your services.

If this option isn’t available to you, you’ll be prompted to contact an agent for assistance.

Go to My Account

Yes. Our technicians can install new outlets, but the cables will be visible.

Moving into a new build? To avoid having exposed cables, ask your contractor or electrician to install the outlets during construction, since Videotron does not pre-wire homes.

If your new address is in another area code, you will need to change your phone number, whether it’s a home phone or mobile. A Customer Service representative will provide you with a new number when you change your address via chat or phone call.

Yes. Contact us via chat or phone. We will make sure you have the right area code to ensure you are not billed any overage charges for calls in your local calling area. We will also update your account.

Your appointments with a technician appear in My Account (Helix services) or the Customer Centre (other services).

After your move, you will be able to make changes to many of your services online, like your TV channels, your TV package, or your Internet plan.

The Community lends you a hand

Moving is a big deal! To ensure it all goes smoothly, check out our 10 tips for a successful move.

More help for your move

Disconnecting my Helix equipment
Disconnecting my Residential Internet and illico TV equipment
Disconnecting my Home Phone equipment

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