Videotron
Reviews and Complaints

I was a Videotron customer. I was told I had to go to Future Shop to buy a modem and I would could not be shipped one. I bought one in store. I later phoned Videotron and was told by a female CSA I did not have to buy one in the store. Whether it's because I am Anglophone, female or some other reason, the male Videotron CSA lied to me. The female CSA did not proceed to forward what happened to me to a supervisor. I suggest no one deals with Videotron.

\ called Videotron to extend my service for

another year. They offered to upgrade my service to Helix, which

they said is better service. They told me that its the same terms of

service as my existing connection. My existing connection had

terms of returning equipment when service is terminated, they

never told me for this new service I have to buy the new

equipment. When I disconnected the service today for poor

service, they told me I have to pay 179$ for Equipment, because

according to them I was buying the equipment as per contract.

Thy refuse to give me my original contract or sent me email

informing about it. Also they sent a technician to resolve a

technical issue, which technician didn't resolve and said there is

no problem on my side. Which according to videotron should be

covered by them, But on my bill they charged me 99$ for the

visit

As exchange student, I had to leave Canada when the COVID crisis struck Ottawa, the city where I was attending high school. Since March 17th I have not used my cellphone subscription and tried to cancel it when I realised I was not able to return anymore. Have now 320 CAD in subscription fees that I would like to have (even partially is ok) refunded. More difficult is that it is impossible to reach call center to actually cancel my subscription. Calling from abroad is quite cost prohibitive. Contact through the live chat is not helpful either as they cannot support my requests. I have already filed complaints on the company website, but have not been contacted. First complaint number is 675059. Please contact me through the e-mail addresses you have in your system and help me to resolve this. COVID has turned my life upside down already, I would like to have closure on this now.

The Helix Fi is the next generation cable modem / router device, promising faster speed than the older modem. However there are 2 main problems:

1) The "gateway" makes a constant noise (hum) because of its fan. This noise is very distracting, in a room that is usually quiet. It worsened my tinnitus symptoms from the first night having the new gateway. Videotron Technical Support acknowledges that this is a known problem and nothing can be done (other than moving the gateway away).

2) Turning off the wi-fi from the gateway is a hassle, and does not fully turn off wi-fi signals! I have a RF meter that is capable of measuring up to 8GHz of RF, and see that the device continues to generate the same level of RF regardless of the wi-fi setting. All the wi-fi setting (which must be changed as an admin) does, is to hide the SSID / wi-fi service from other devices, but does not actually turn off the wi-fi signals. This is quite concerning, as I expect to be allowed to turn off wi-fi signal (like airplane mode) when I choose to. The Videotron technical support acknowledges as much (that they are not really turning off the wi-fi), and told me that there was another complaint from someone else saying the same.

If you care about your health, maybe ask Videotron about these before signing up with the new Helix offering. Hopefully Videotron will put through firmware updates to correct at least issue #2 which could perhaps be fixed.

Terrible customer service, the service agents will put notes in your customer file or flat out insult you if you miss one payment date & interrupt your service. I been with this company over 10+ years they used to be good and provide quality customer service.

Right now, I would advise staying away unless you enjoy the constant discrimination and harassment its just totally not worth it. The prices on said services are already too high and they are now way too fixated on taking your money they do not care about anything else. If you do not have unlimited bandwith beware, as they will send you 500$ over data use bills on Christmas and refuse to negotiate with you any waiver and will force you to pay in full.

Invoice date 2017-08-28
order [protected] $40.30
I have control My Master card and I have find one error.
Bitdefender charge my 2 time my subscritption.
one time $40.30 the rigth price
one time $39.88 this was one error.
Please send my back the @39.88
I like the bitdefender but not like this error.
In date 28/08/17 at 07:20
I recived one E-Mail :from: Bitdefender Support Center [protected]@ticket. bitdefender.com but i never a have the capability to contact with the internet.
Tanks,
Primo Gerosa
[protected]@videotron.ca

Hello,
I encountered a trespass event with Videotron in Pointe-claire (island of montreal). I do not have Videotron service. However, two technicians from a subcontractor of videotron called Instech Inc invaded my backyard on Monday 14th July 2014. They were damaging my hedge and my garden while trying to install a cable through the neighbourhood. They did not knock on the house or provide advance notice. I heard rustling in my backyard and was concerned. Then I discovered them working, stamping on new grass and flowers in their attempt to install a cable. They did not leave when I asked them to. I complained to videotron who said they have no record of a dispatch. I provided the truck licence plate number and Videotron cinfirmed that this could be an instance of someone posing as them. They said, if it was a Videotron technician then they would provide a valid Videotron ID and would leave the property if they are asked to. I called the police who said I should call 911 the next time this happens and I have the right to refuse entry if it is not an emergency city service.
Today, wednesday 16th July, two technicians came back without announcing themselves causing the same type of raucous. I told them to leave and said I refuse entry to my property. One of them was friendly and respectful but I was again concerned about the type of damage that was caused on Monday. I promptly called 911 who dispatched female officers.These officers said there is absolutely nothing I can do and I cannot refuse them entry to these Videotron contractors. Even though I explained that the officer I spoke to from the Pointe-Claire police department on Monday said I can refuse entry, this rude officer said he was wrong. She said I have no right to decline entry and got in her car and left. I realized that the police do not have their story straight and the information the officer provided me today was the opposite of what the officer on Monday told me. He indicated I could refuse entry and they would have to leave.

I called Videotron and filed a complaint that their technicians do not bother to knock or give advance notice of upgrades. The person I spoke to today confirmed that there is a lot of cable upgrade work scheduled in Pointe-Claire and that these technicians (from Monday and today) were indeed authorized by Videotron. First, there is a clear disconnect and lack of communication among the staff of Videotron. On Monday, the person I spoke to said there was no work here and these technicians could be impostors but the representative I spoke to today said that there is work ongoing.

I suggested providing advance notice to residents on the community of scheduled upgrades so we do not have to be surprised and he said hydro quebec does not provide these advance notifications so Videotron does not have to. It is sad that Videotron feels the need to meet the low standards of hydro quebec instead setting high professional standards of their own to establish themselves as a company that is caring enough to minimize inconvenience to the residents of the neighbourhood they are upgrading. If Videotron did show respect for residents that are not their own customers, took immediate action to ensure that their technicians were trained to be respectful, provide advance notice to residents and NOT damage property then it would be good press for the company and good public relations. I always tend to lean towards purchasing services from companies that promote a good culture of respect and concern for everyone. But, from what I understand Videotron is not that place.

Thankfully the technician that arrived today was very kind and respectful but there is no guarantee about the nature of the others that will arrive in the coming days. So I am probably looking at more property trespassing and damage over the next weeks with no recourse. I will be sure to convey my experience to my friends and acquaintances. Viedotron is not a company I would purchase a package with any time soon.

I have been with them for over 10 years and they pretend to give you value for money.
Here are a couple of advices on how to deal with them
1- Do not bother with a landline as their long distance plans suck (limited countries and $5.00 for caller ID...)
2- à la carte television is a rip off, even the theme packages, most of the stations tend to play the same shows over and over again
The french channels are all Quebecor and the intenational options are limited, and if you are into dubbed programming then good luck too much of that around...
3- Digital service fees are a lie especially now what broadcasting is no longuer analogue !
4- Basic Service Fee is now close to $20.00
5- Do not accept a contract, keep your options open to walk out without penalty from going to any future serice
6- their mobile services are good within Quebec however the coverage is not as good.
7- Internet High Speed is not as High speed as they pretend it to be. Once you connect their Modem to a router the quality drops BIG time and they say they are not responsible as to why the 8M becomes 3M when connected to a router ! the old trick of blaming the router ! ...
8- They call it bundle and discount infact, YOU ARE PAYING for EVERY CENT and they have no loss.
VIDÉOTRON is NOT as good as they claim. BELL CANADA is worst with their Hidden Fees and contracts you have never signed !
Ironically Vidéotron charge you around $40.00 for a move ! When they know they want to retain a client, they screw you with a moving fee !
They make Billions and know nothing about services and courtesy...
Even their site is misleading with the packages

I went to a Videotron boutique to pick up a new Garmin cellphone, ask the salesman for the 100 minutes + unlimited nights and weekends, no data. All went well for the first 4 days then just for fun I check my account on the internet at home. It says I'm on 100 minutes only and there is a $83.50 charge for over usage. I check the sales contract that the salesmen gave me. It has all the prices for a 100 min. + unlimited nights/weekend but in small letters the contract is written for a 100 min. anytime contract. So I spent over an hour on the phone to argue about this with Videotron. The person on the phone wanted me to go back to the boutique and make the adjustments myself!...for a screw up done by them. What a joke. Finally they can only give me a $60.00 dollar refund on my bill + a $2.00 refund every month for 12 month. What a stupid company. There are a scam.
I have internet and TV with them for years, no problems...to anyone who reads this, don't get a cellphone from them. They will try to rip you off. Videotron is a scam artist. Watch out for their salesmen at the boutiques and they way they do a contract. Read everything very carefully.

First I want to declare that I have been a customer of videotron cable TV for well over 20 years, & I have always paid my bills on time at the due date.
Lately I have had many issues & problems with both the service of the cable TV & the terrible unacceptable level of customer service. Several weeks ago I had an outage/ interruption of at least 6 channels that I subscribe to. I reported the outage/interruption the very next day, & was advised by the technical support that I should wait until the outage is repaired & then call back to obtain the appropriate credit. Six days later the outage was still not repaired, I called technical support & was put on hold for well over 30 minutes, finally I spoke to a videotron technician who advised me to disconnect the power cord to my illico box which I did. Upon re-connecting the illico box several minutes later the channels that were blackened were now back in operation, but then there were other channels not working. I called back very frustrated by the sequence of events further aggravated by the staff at both customer service & technical support having trouble hearing me, so therefore I had to yell to be heard. The reason for this I believe is because the staff works in a call center environment & I could hear many simultaneous conversations with other customer service agents in the background talking with other customers..
The following day I called to speak to a supervisor seeking some form of compensation for all the aggravation I had endured up to that point. I requested not only a credit for the amount of days( 8) I suffered an outage/interruption but also a specialty channel Vanessa for 1 month for free. At first I had encountered resistance on Videotron's part because they said that the channel I wanted costs $14.95/month plus applicable taxes. When I threatened to cancel my service, she asked me to hold for a few minutes while she consulted someone else on this matter. Several minutes later she came back to the phone to tell me that yes videotron would offer me the specialty channel I was requesting at no charge but only till the end of my next billing cycle April 18th. I said fine, I could accept that as a form of reparation for all the aggravation & frustration I had experienced up to this point.
On March 31st, 2011, I received my videotron cable TV bill which not only did not have the agreed upon credit for the service outage/interruption for 8 days but Videotron also reneged on their word/agreement to not charge me for the specialty channel Vanessa, as I was charged $12.57 plus applicable taxes for the channel that I was promised I would get for free at no charge up until April 18th.
I immediately called customer service & was again put on hold for 20 minutes. When a customer service agent finally answered my call, he again had trouble hearing me because of all the background noise caused by I a busy call center handling many customer complaints simultaneously. I asked to speak to a supervisor as by this time I am ready to cancel my service with Videotron. He transferred my call to a female supervisor who also had trouble hearing me so I yelled at her to call me back on my cell #.
Several minutes later the videotron supervisor called me back but I was on my way out so I couldn't speak for long but did voice my great dissatisfaction with my bill & the horrible unacceptable service I have been getting from videotron. The supervisor asked if someone could call me back the following day Friday April 1st & from what time. I replied that I could be available anytime after 10:30 AM to receive a call. Of course following the horrible unacceptable sequence of previous events, I never did receive a phone call.
I have had more than enough crap from videotron & have sent them a cancellation request but I'm almost sure I will get more of the same run around & bad service.

Wow, like many, many other corporations, Videotron is unbelievable.
I know that their goal is to maximize their profits, but by lying to its customers... This is just not right.
A couple of months ago, I called to cancel my cable services. I had a basic service AND a 20 extra channels package. Of course they transferred me to the "CUSTOMER SATISFACTION DEPARTMENT" and they insisted that I keep the cable service. They gave me an offer to only keep the basic service. I was a little hesistant since the reason why I was cancelling was to limit my TV viewings. I told them I was going to call another day to think about it. I did call back, and this time they gave me another offer. $8 rebate on the 20 extra channel package. They were so consistent that I decided to take the offer. But I asked them, if it was possible to take the 20 extra channels later on if I wanted to and keep only the basic cable, which was their initial offer. The guy said yes. I asked again just to make sure. He said YES. Since there was no commitment I took the offer.
A couple of months later, I called back to cancel the 20 extra channels because I found myself watching too much TV. I wanted to keep the basic service for news, etc. THEN THEY TOLD ME "I HAVE TO KEEP IT FOR 24 MONTHS" WHAT? I couldn't believe my ears. They said that it's written on my bills. I never pay attention to my bills except on the amount. So I went and checked it. It was written in a small font "24 month commitment". WOW. Isn't this illegal? I'm not even going to stay in Montreal for 24 months. Now I have to pay penalty. Why did he say YES then? He could've told me that I have to keep the service for 24 months. WHY LIES?
I'm sure that's how Videotron trains its workers. Little bees lying to everyone trying to make a few bucks.
###S...
I wish I have my own cable company!

I believe that Videotron are guilty of discrimination and racism.

They offer basic anolog cable service to the entire city of Montreal however on the West side of Parc Ave. you are offered a much better package of anolog channels in english and french. If you live on the other side of Pac you get the crappiest selection of channels I have ever seen. I called Videotron and they told me that they decided to offer the better selection on the west side because they did not want to expose the english content to the french speaking Montrealers. If I want those channels I need to pay for basic service, buy a digital box and pay for the additional channels.

I spoke to the French people in my area, including my familly who speak french at home and even they are discusted and embarressed by this. I have yet to find one french person who is offended by having english channels. They all said that if they don't like they don't watch it. If the french channels were being replaced by english channels they would be singing a different tune. The truth is on the West side they are offered all the french channels as the east side for the same price, the only difference is there is a better selection.

In this day and age, in a country that is supposed to be known for its fairness, this is a disgrace. They have the means to fix it but refuse and stick by there racist decision.

I disconnected this account on March 3 or so because of very bad customer service from Videotron. I have been billed for this account AFTER I disconnected it. I called and in fact I am on the call now. I have been with this issue for at least 1.5 hours.

My understanding is that Videotron has acknowledged that the account was disconnected (Ben 118191) and that there was ZERO usage on the account from March 3 to July 28 (Denis 083628). But I still have not received any confirmation that my balance is now zero.

Denis 083628 told me that he would note my file that there was ZERO BYTES transferred during the time in question. He told me this, but did not do it because Ben 118191 said there are no such notes made. This is serious misconduct.

They put me on infinite hold and bouncing from department to department with no answers.

On the 24th or 25th of October, I received a flyer from Videotron stating that they would be doing work in the neighbourhood. The flyer stated that for the next 48 to 72 hours we might experience service outages between the hours of 3AM and 5PM.

Tuesday morning at about 3AM, judging by when my mail last loaded, I lost service. As I had just recently switched my telephone service to Videotron, this meant that I was not only without cable or internet, but without a phone line as well.

Given what was clearly stated on the flyer, I expected to see service return between 5PM and 3AM at the very least.

However, I did not see ANY return in service until about noon on Friday, 31 October.

Much to my chagrin, at that time I retreived phone messageS on my Vidotron voicemail from my younger sister in the States saying that my mother was in the hospital gravely ill and that I should come at once as the doctors were sure my mother would not last much longer.

I called my sister immediately only to find out that my mother had passed away the night before...

There had also been e-mails from my adoptive father that I had not been able to access.

I guess I should thank God that I never had an situation here at the house with my young children that required an emergencey 911 call...

A VIDEOTRON contracted technician short circuited my illico box, hdmi wire and tv. I have been totally frustrated in dealing with their customer services department for over a month now (cannot talk to anyone in authority).
Their excuse is totally bogus, their website for complaints is non-functional and the
"run around" is unbelievable . Their commercial of 2500 new employees seems to mean 2500 more ways to leave a very loyal consumer in the lurch.

I live on the island of Montreal. There are Bell cables attached to the side elevation of my house. Since some time now, I get frequent (weekly) visits from Bell, videotron and cable technicians climbing up on ladders positioned on my yard - and looking into my rooms on the first floor. They refuse to say what they are doing on my property and with what right. I have signed no lease or public right of way, and I receive no rent from any of these companies. Yet I feel both my property and my right to privacy is being violated. When I say it distresses me to see such heavy traffic, the only thing they say is: Oh, I am new and I have to connect a (videotron?) cable. Or: I am new and I disconnect a (videotron) cable. And so on. All this distresses me to the maximum. I am new to Canada and this is my new house.

Please can someone tell me whether all this can be legally done and what my rights are as the owner of my property?

Many thanks in advance.