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Mobile Device Protection Program

Who runs the Protection Program?
Our Mobile Device Protection Program is operated by Brightstar Device Protection (brightstarprotect.com).
Which devices are covered by the Mobile Device Protection Program?

Our Protection Program covers all devices except BlackBerry and Apple devices.

I have an Apple device. Can it be covered by the Mobile Device Protection Program?

Our Protection Program does not cover devices made by Apple, but Apple users have the option of subscribing to the AppleCare+ protection plan.

 

For more information about the AppleCare+ protection plan, please visit:

videotron.com/residential/mobile/options/call-management/applecare-plus-protection-plan
When can I subscribe to the Mobile Device Protection Program?

You can subscribe to our Mobile Device Protection Program as soon as you obtain your mobile device from Videotron.

 

You may also subscribe to our Mobile Device Protection Program within 30 days of receiving your mobile device by visiting one of our points of sale. In order to do so, you must present your device for the purposes of a preliminary inspection upon your visit.

When does my device protection coverage begin?
Your mobile device is protected from the moment you subscribe to our Mobile Device Protection Program.
What kinds of problems are covered by the Protection Program?
Our Mobile Device Protection Program covers mechanical and electrical damages to your device, starting from the end of the manufacturer's original warranty (which provides coverage for one (1) year following the acquisition of your mobile device) and lasting twelve additional months, including a maximum of two (2) replacements due to accidental damage per consecutive 12-month period after the date of your first service request.
What kinds of problems are not covered by the Protection Program?

Incidental or indirect damages, improvements or changes to your device, wrongful usage or intentional acts that cause damage, problems caused by viruses, aesthetic damages, accessories other than those considered part of the damaged device, and damages that arose prior to subscribing to our Protection Program are not covered.

 

For more information, please refer to the terms and conditions for the Mobile Device Protection Program at videotron.com/mobile-device-protection.

Are accidental damages covered?
Accidental damage such as a broken screen, are covered by our Mobile Device Protection Program within the maximum limit of replacements stipulated by the program.
Does the Protection Program cover damages from liquids?
Damages caused by liquids are covered by our Protection Program within the maximum limit of replacements stipulated by the program.
Does the program cover manufacturing defects?

If your device fails or becomes defective during its initial warranty period (the first year after you receive the device), your device will be replaced free of charge with a refurbished device or an identical model according to Videotron’s Mobile Device Replacement Program.

 

If your device fails or becomes defective during the second year, you must submit a service request with our partner Brightstar as part of the Mobile Device Protection Program in order to receive a replacement.

 

If your device fails due to mechanical or electrical damage, it will be replaced free of charge. If the failure is caused by accidental damage, a processing fee of $79 plus taxes will be charge for the replacement of the device.

Is my device covered for loss or theft?
Coverage for loss or theft is not included in the Mobile Device Protection Program.
How do I submit a service request

To submit a service request, you must contact Customer Service at 1 844 376-7726 within 30 days following the damage to your device, or you can submit your service request online at videotron.brightstarprotect.com.

 

You can also submit your service request up to a maximum of 30 days following the termination of your subscription if the damage occurred while the device was protected by the Mobile Device Protection Program.

How many replacements are allowed?

The Mobile Device Protection Program allows a maximum of two (2) replacements due to accidental damage at a cost of $79, plus tax, applied to each replacement, per period of 12 consecutive months starting from the date of your first service request.

 
If your service request was made because of mechanical or electrical damage, your device will be replaced without charge.

Can I transfer any balance remaining in service requests to someone else?
Our Mobile Device Protection Program is not transferable to another individual (if you sell your mobile device, for example).
Can I transfer any balance remaining in service requests to another device?
Our partner Brightstar will only handle service requests for mobile devices covered by the Mobile Device Protection Program.
What fees will be charged for my service request?

A processing fee of $79, plus tax, is applied for service requests made due to accidental damage. 

  
If your service request was made because of mechanical or electrical damage, your device will be replaced without charge. To learn more about any applicable fees, please refer to the table below:

 

Eligible device (retail price at time of purchase) Processing fees for accidental damage Processing fees for electrical or mechanical problems Fees for unreturned devices Fees for locked devices Service request conversion fees
$0-$299.99 $79.00 $0 $100.00 $100.00 $79.00
$300-$599.99 $79.00 $0 $175.00 $175.00 $79.00
$600-$1500 $79.00 $0 $275.00 $275.00 $79.00

What is a service request conversion fee?

If you submit a service request for mechanical or electrical damage and it is revealed during inspection to be a case of accidental damage, you will be billed a service request conversion fee of $79 plus taxes.

 
Any reclassification as accidental damage must be accepted by the parties involved.

What type of device will I receive as a replacement?

Replacement devices are often new but on occasion may be refurbished. While refurbished devices look and function just like new, they may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model is not available, your replacement device will be of like kind and quality. All replacement devices come with a ninety (90) day replacement warranty.

 
If you experience any problems with this device, you must contact Brightstar.

 

Any service requests related to the replacement device will not be counted towards the total service requests for accidental damage, as allowed by the Mobile Device Protection Program if, after inspection, the damage is considered to have been covered by the 90 days guarantee offered by Brightstar.

What do I do with my damaged device?

Once you receive your replacement device, you must return the defective device. To simplify this process, postage paid packaging will be sent along with your replacement device. Please return your damaged device within 30 days following the reception of your replacement device.

 
If we do not receive the damaged device, you will be charged an unreturned device fee.

How long will it take to receive the replacement device and what are the shipping fees?

In Canada, fees for expedited shipping, the following day after your service request is accepted, are included in the Protection Program.

  

If a service request is approved on a Friday before 5 p.m., Mobile Device Protection Program subscribers can request Saturday delivery for their replacement device for an additional fee of $20 plus tax.

 

An additional fee of $30 plus tax will be applied for international delivery, including to the United States.

What do I need to do before I return my device?

You must unlock your mobile device.

 
If your device is still locked when received (due to remote tracking activated on your mobile device or any similar application), you will be charged an additional locked device fee.

 
Videotron recommends backing up your photos and other personal information, removing your SIM card as well as any memory card (if applicable) and performing a complete reset of your device.

How do I terminate my contract?

You may request a full refund1 within 30 days following your registration to the Mobile Device Protection Program by calling us at 1 877-512-0911 or by visiting a Videotron or Le SuperClub store.

 

After the first 30 days, you can terminate your contract at any time and for any reason whatsoever by calling us at 1 877-512-0911 or by visiting a Videotron or Le SuperClub store. 

 
If your phone contract expires or is cancelled, suspended or interrupted, your Protection Program subscription will automatically be terminated.

 

1 Certain conditions apply. For more details, please visit our website: support.videotron.com/residential/mobile/mobile-service-guarantee.

When can I submit a service request by phone?

You can submit a service request by phone during the following hours:
Monday to Friday from 8 a.m. to midnight
Saturday from 8 a.m. to 10 p.m.
Sunday from noon to 10 p.m.
 
For our business hours during holiday periods, please visit our website: www.videotron.brightstarprotect.com

Further questions?
You can reach us at 1 877 512-0911. Our customer service representatives will be happy to answer any further questions.
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