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Identification methods for accessing our chat service

To take part in a live chat session, you can choose between two identification methods:

 

1. Sign-in using your Customer Centre ID

This method has several advantages:

  • Less information to provide (two pieces of information instead of four) than with the usual  identification process, which requires you to enter your first name, last name, email address and telephone number.
  • Automatic authentication using the account holder’s Customer Centre ID. However, if the ID is a secondary Customer Centre ID (i.e. not the account holder’s ID), the representative will have to perform a manual authentication via chat.
  • Automatic recognition of your Customer Centre ID (username) and password. The representative won’t have to authenticate you via chat.
  • Direct access to the chat service if you’re already logged in to our Customer Centre. You’ll automatically be recognized and won’t have to provide any further information.

Note: To protect your identity, we recommend never disclosing your Customer Centre ID or password.

 

2. Access the chat service using your personal information
You’ll be asked to provide the following information:

  • Your first name
  • Your last name
  • Your email address
  • Your telephone number

Note: This method is available to those who don’t want to use their Customer Centre ID, or don’t have one.

 

The representative will, however, have to ask you a few questions while you chat to confirm your identity. You’ll then be able to securely share confidential information.

 

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Need help? Contact Customer Service
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hearing impaired (TTY)
1-877-512-0911
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Monday to Friday: 7:30 a.m. to 10 p.m.
Saturday and Sunday: 8 a.m. to 8 p.m.
24-hour Automated Service: 1-866-380-2967
 
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