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
Change your address with a representative
When you have all the information you’ll need on hand, contact us by chat or by phone, or drop by a store, whichever you prefer. Our representatives will be happy to assist you with your change of address.
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.
- Your Helix TV recordings will be deleted.
FAQ: Planning a move
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 with a representative. If you’re not eligible, you’ll be prompted to schedule an appointment with a technician.
No. This is not possible at this time. Contact us via chat or phone to make your change of address and schedule an installation appointment if necessary.
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).
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.
