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Helix: We answer the 10 most frequently asked questions








You have questions about Helix? Well, we have answers!


Here are the answers to the 10 most frequently asked questions you had about it:


When I subscribe to Helix Internet, do I have to get Helix TV as well?

No. You can get Helix Internet and the ultra-smart and powerful Wi-Fi that comes with it without signing up for Helix TV. Discover all available Helix Internet plans.


How many Helix TV terminals do I need if I have more than one TV?

The Helix Starting Kit, which includes a Helix Fi gateway, a Helix TV terminal and a voice remote, covers the requirements for a TV. You can connect other TVs by adding a Helix TV terminal per TV or use the Helix TV app to stream your content on your screens without a terminal.


Do I need a router to use the Helix Fi gateway Wi-Fi?

No. The Helix Fi gateway is an all-in-one product that combines the features of a modem and router. It delivers optimized, stable and powerful Wi-Fi to all connected devices.


Will I get to keep my recordings if I switch from illico to Helix?

No. illico recordings and settings cannot be transferred to Helix. To quickly reschedule your daily recordings, simply use the voice command; say the name of the show you want to record and select Record in the menu that opens.


With Helix, can watching TV slow down my Internet connection?

Not at all! Helix technology is designed to provide an enhanced entertainment experience, including quick access to all your content on any screen, whether you’re home or away, and higher Internet speeds.


Is Helix TV only available on TV?

No. With the Helix TV app, which is free with your Helix TV plan, you can watch your live channels, recordings, On Demand content and downloads on your mobile devices. You can even do up to five simultaneous viewings on different screens.


You can also subscribe to the Helix TV App service, without a terminal.


Can I move my equipment after the technician installs it?

During the installation, the technician sets up the equipment to ensure optimal performance and give you the best Helix experience possible. We don’t recommend changing anything after the installation.


How do I find content to watch on Helix?

The voice command is your best friend! Using it makes it easy to find your favourite shows, movies, series, channels and actors. You can even use keywords to get suggestions based on what you’re in the mood for. Find out all the ways to search for content on Helix TV.


How do I protect my children from inappropriate content and prevent paid content purchases with Parental Control and the Purchase PIN?

With Helix Internet, you can protect your children from inappropriate content by setting Parental Control for your Wi-Fi network in the Helix Fi app. See how to set it up.


Helix TV’s Parental Control have easy-to-use tools that you can set to your preferences, including creating a Parental Control PIN. Find out how to use Parental Control on the TV. And enabling the Purchase PIN allows you to restrict paid On Demand or pay-per-view content purchases.


The Helix TV app also offers Parental Control options to manage access to TV content on your mobile devices. Learn how to set up Parental Control in the Helix TV app.


How can I get answers to my other questions?

Our Support section is your ally, do not hesitate to consult it. You can also ask your question to the Community in order to have access to its wisdom.