Attention : We recommend that you notify us up to 90 days prior to your desired installation date. Prepare for your call or chat by gathering all the required information.
Planning my move
Learn how to disconnect your equipment and manage your services before the big day.
Preparing my new home for installation
Depending on the services you subscribe to and the installation method you choose for your new home, see how to prepare for a self-installation or an installation by a technician.
Frequently asked questions about moving
Call Customer Service 30 to 45 days prior to your move date to notify us of the change and give us your new address. This will ensure that you get your equipment on time or will allow you to schedule an installation appointment if necessary.
Transport all your equipment in their original packaging or safely: modem, gateway, router, terminal, decoder, remote, pods, amplifiers, etc.
If you are a Helix customer, you can choose to install your equipment by yourself. Depending on your situation, a connection appointment prior to self-installation may be necessary. You can also choose to have a technician install your Helix equipment.
If you subscribe to other Videotron services, schedule an appointment with a technician for the installation in your new home.
The free connection appointment allows the technician to connect your home to the Videotron network and to make sure that the interior cabling is properly installed and functional. Following this appointment, you can proceed with the installation of your Helix equipment yourself.
The connection appointment is necessary if you have chosen the Helix self-installation and if your home has never been connected to the Videotron network or if the connection is too old and needs to be checked.
Contact us as soon as possible to schedule a new appointment.
No. You don't have to be there, just make sure to bring your equipment to your new home. Our technician will disconnect the services at your previous residence.
If you are already a Videotron customer and you are taking advantage of your move to switch from your old services to Helix services, you must call us to schedule the disconnection and move of your old account, as well as the activation of Helix services at your new address. See how to prepare for this call.
If you are taking advantage of your move to become a new Videotron customer, you can subscribe to Helix services online. Create your custom plan.
LEARN MORE:
Install Helix in your new home
Learn more about Helix installation in your new home. See how to install your equipment by yourself or how to prepare for the technician's visit.
