Discussion de forum
I can't access my Customer Centre
Every time I try to access the Videotron customer center I get this message.
i can't access my customer center either.. i write down the right login name but when i do forgot password they must be sending me a code to the wrong email address because i never receive it. I have checked the spam section, i still get nothing. I have done all the steps like clearing my cache etc but nothing changes. It's frustrating because they are able to send me the bill online but i can't even view the details or anything in my user account. It's like something is blocking me from receiving emails but only when it comes to password reset codes so i can login.
Hi Sebastien1279 and welcome to Videotron's community forums. Generally, this type of situation is related to an administrative reason in the programming of your account ID in Videotron's systems, so I'm afraid it will be difficult to provide a solution here online as we can't access your Videotron account. Your best option is contacting the technical support team so they can perform the necessary checks at: https://www.videotron.com/en/contact-us
If you are a Helix and a mobile/landline phone subscriber, it's also possible that you have separate IDs, one for Helix and a different one for the Customer Centre, as both online services are hosted on different billing systems. An account migration campaign from one system to the other is underway, but not all subscribers are currently being migrated. There also may be inconsistencies in their database. Sometimes a real-time account update of your information from their end will fix it. Sometimes it requires escalation to a higher tier or purging the current ID so you can create a new one. It will all depend on the cause. In any case, I am confident that their technical team will be able to tell you more and reach a resolution.
