Il y a plusieurs semaines, nous avons commencé à recevoir d'étranges courriels nous informant que notre compte Hélix allait être activé, qu'un installateur allait venir nous installer le fameux modem/routeur Hélix, etc. J'ai donc appelé le service à la clientèle.
L'agent à qui j'ai parlé semblait trouver cela normal mais je lui ai expliqué que (1) nous n'avions absolument rien demandé; (2) nous ne voulions surtout rien changer; (3) nous refuserions quoiqu'il arrive l'installation d'un modem Helix dont il est impossible de désactiver le réseau 5GHz (quand on le masque dans l'appli mobile, un simple détecteur de champs électromagnétiques prouve qu'il est toujours actif — je le sais car j'en ai fait l'expérience chez ma voisine qui, heureusement, a déménagé depuis).
Malheureusement, NOUS CONTINUONS DE RECEVOIR DES MESSAGES DE VIDÉOTRON à ce sujet. Le dernier, ce matin, nous annonce que nous devons régler une facture de 93,43 $ avant le 12 février pour ce service indésirable et non sollicité dont le numéro de compte n'a rien à voir avec le nôtre.
C'est scandaleux! Combien de pauvres gens peu férus d'informatique allez-vous ainsi intimider en les obligeant à payer un service qu'ils n'ont jamais demandé! Merci de traiter cette plainte en urgence. -- Christian Aubry
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Comme nous nous sommes manifestés, il n'y aura pas de conséquence dommageable pour nous, mais les contacts téléphoniques que j'ai eu, depuis, m'ont laissé un peu perplexe.
Les préposés sont incapables d'expliquer la raison et la provenance de ces messages erronés. Or, j'ai dû insister très lourdement pour que l'on consente à me donner l'adresse courriel à laquelle envoyer le code source du message contenant les adresses de toutes les machines par lesquelles celui-ci a transité, y compris celle de l'émetteur original, qui se trouve bien dans le domaine videotron.com. L'analyse de ce parcours est pourtant la seule façon de retracer l'origine du problème afin de le corriger.
Cette réticence à enquêter est-elle dû au poids du télétravail, à la minimisation du problème ou à la désorganisation complète des services? Je n'en sais rien. Reste qu'un.e abonné.e psychologiquement vulnérable aurait facilement pu céder à la pression et voir son service mis à niveau de force, ce qui me semble inadmissible. J'attendrai donc une explication claire et complète de ce qui s'est passé avant d'estimer que l'incident est réellement clos.","body@stringLength":"1494","rawBody":" : c'est en effet ce que \"soupçonne\" le service à la clientèle sans être en mesure de le confirmer ni même la volonté d'enquêter sérieusement. Comme nous nous sommes manifestés, il n'y aura pas de conséquence dommageable pour nous, mais les contacts téléphoniques que j'ai eu, depuis, m'ont laissé un peu perplexe.
Les préposés sont incapables d'expliquer la raison et la provenance de ces messages erronés. Or, j'ai dû insister très lourdement pour que l'on consente à me donner l'adresse courriel à laquelle envoyer le code source du message contenant les adresses de toutes les machines par lesquelles celui-ci a transité, y compris celle de l'émetteur original, qui se trouve bien dans le domaine videotron.com. L'analyse de ce parcours est pourtant la seule façon de retracer l'origine du problème afin de le corriger.
Cette réticence à enquêter est-elle dû au poids du télétravail, à la minimisation du problème ou à la désorganisation complète des services? Je n'en sais rien. Reste qu'un.e abonné.e psychologiquement vulnérable aurait facilement pu céder à la pression et voir son service mis à niveau de force, ce qui me semble inadmissible. J'attendrai donc une explication claire et complète de ce qui s'est passé avant d'estimer que l'incident est réellement clos.","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-02-12T09:55:09.403-05:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:24592_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":5764},"visibilityScope":"PUBLIC","isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"customFields":[],"replies":{"__typename":"MessageConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"CachedAsset:theme:customTheme1-1745482335095":{"__typename":"CachedAsset","id":"theme:customTheme1-1745482335095","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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Bonjour Christian,
\n
\n
Notre guide d'utilisation du forum indique que les modérateurs de la Communauté ne sont pas des conseillers de service à la clientèle (ils ne peuvent donc pas répondre aux questions liées aux problématiques de compte client, telle que la facturation ou les privilèges), nous vous avons envoyé un message en privé concernant ceci. Pour toute question spécifique à votre compte client, rendez-vous sur la page Contactez-nous: vous y trouverez le canal de communication adapté à votre besoin.
\n
\n
- Gabriel P.
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Je suspecte que quelqu'un d'autre c'est abonné à Helix et a fourni votre adresse de courriel par erreur. Le compte est donc au nom de l'autre personne mais votre courriel est l'adresse de correspondance.
Le Service à la clientèle pourra faire la lumière la dessus
","body@stringLength":"295","rawBody":"
Je suspecte que quelqu'un d'autre c'est abonné à Helix et a fourni votre adresse de courriel par erreur. Le compte est donc au nom de l'autre personne mais votre courriel est l'adresse de correspondance.
Le Service à la clientèle pourra faire la lumière la dessus
","author":{"__ref":"User:user:138"},"isEscalated":null,"postTime":"2021-02-04T17:56:53.700-05:00","solution":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"repliesCount":1},"Revision:revision:24592_1":{"__typename":"Revision","id":"revision:24592_1","lastEditTime":"2021-02-12T09:55:09.403-05:00"},"QueryVariables:ReplyList:message:24592:1":{"__typename":"QueryVariables","id":"ReplyList:message:24592:1","value":{"id":"message:24592","first":10,"sorts":{"kudosSumWeight":{"direction":"DESC","order":0},"postTime":{"direction":"ASC","order":1}},"repliesFirst":3,"repliesFirstDepthThree":1,"repliesSorts":{"kudosSumWeight":{"direction":"DESC","order":0},"postTime":{"direction":"ASC","order":1}},"useAvatar":true,"useAuthorLogin":true,"useAuthorRank":true,"useBody":true,"useKudosCount":true,"useTimeToRead":false,"useMedia":false,"useReadOnlyIcon":false,"useRepliesCount":true,"useSearchSnippet":false,"useAcceptedSolutionButton":true,"useSolvedBadge":false,"useAttachments":false,"attachmentsFirst":5,"useTags":false,"useNodeAncestors":false,"useUserHoverCard":false,"useNodeHoverCard":false,"useModerationStatus":true,"usePreviewSubjectModal":false,"useMessageStatus":true}},"CachedAsset:text:fr_FR-components/customComponent/CustomComponent-1742218158000":{"__typename":"CachedAsset","id":"text:fr_FR-components/customComponent/CustomComponent-1742218158000","value":{"errorMessage":"Erreur lors du rendu de l'ID du composant : {customComponentId}","bannerTitle":"Le fournisseur de vidéos nécessite des cookies pour lire la vidéo. 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