Before you plug anything in, check your email.

First things first: check your email. Before you can install your new equipment, you have to wait for your services to be activated. We can't activate them remotely ahead of time, so keep an eye on your inbox for the official go-ahead.

If a technician’s visit is scheduled:

If you have a technician's visit scheduled, here's what you need to know:

• Check Your Email for Details. You were assigned a specific date and time for your appointment. All the information about this is in the initial email you received when you first signed up. If you don't see it, check your spam folder, just in case.
• Your Presence Is Mandatory. You must be home for the appointment. The technician can't guarantee a phone call before they arrive, and if you miss your appointment, you'll have to reschedule. This can cause delays of several days, so please be there.
• Keep Your Appointment. The technician's visit is important because they need to install the coaxial cable and ensure your signal is working perfectly. This is crucial for the best service quality.
• Don't Reschedule Last-Minute. It's not possible to cancel or reschedule your appointment less than 24 hours before it's due. If you miss it, you'll need to submit a new request, and your next appointment will be for a later date.

What to Do After the Technician Leaves:

You can plug in your Cogeco equipment an hour after the technician has left. Just follow the instructions that came in the box.

If no technician’s visit is scheduled:

This happens in specific cases, mainly if you already have a working coaxial cable without a security lock. You don't need to guess, though—our systems have all the information about your current setup, so if a visit is necessary, we'll know.

For Customers Transferring from Another Videotron Reseller: If you're transferring from another provider, we'll send you an email with instructions on when to ask for a disconnection. On the day your Cogeco services are activated, you'll receive another email. Be sure to check your spam folder for both of these!

Action Required from You: To make this service transfer happen, you must contact your previous provider and tell them you want to disconnect on the specified date. Without this, we can't complete the transfer. If you can, ask them for a request number for your disconnection (it will look something like REQ-1234567).

If you haven't done this yet, please do it as soon as possible to avoid any delays in getting your new Cogeco services up and running!

Updated on: 03/09/2025