Are you moving? It's easy and free with Cogeco.
We understand that moving can be a little stressful, but if you are moving to a new home in Quebec, we can help you to get settled by
re-connecting your Cogeco services at your new place for FREE.
Contact us and we will take care of everything for you.
Go to My Account and complete the "Moving or change of address" form online.
Business customers: 1-877-822-5831
Frequently Asked Questions about moving:
What steps do I have to take when I move ?
Please call our Customer Service team and we will arrange everything for you.
Following our conversation with you, a technician will go to your new address to test the signal quality and install the additional equipment or outlets you will need to get the most from your Cogeco services.
You will have to make sure that you are there to meet the technician and sign the service contract.
- If you can not be present to sign the service contract, please contact us with the name of the authorized adult who will sign on your behalf.
- You must be available for the complete timeslot that you have chosen.
- If you miss the technician, you must call back and reschedule the appointment.
- Making sure there is clear access to cable outlets is appreciated
How many days before my move should I contact Cogeco?
Please contact us as early as possible to ensure you obtain an appointment with one of our technicians on your preferred date and to select a time slot during that day if possible.
Can I advise you of my upcoming move online?
You can advise us of your upcoming move online in filling out the form “Notify Cogeco of a move“ in My Account.
Enter your new address with postal code and complete the form. One of our customer service representatives will call you to finalize the details and set an appointment for our technician to come to your new home
If Cogeco services are not available at your new address, the form will be considered as a demand to disconnect your services.
Am I charged a fee when I move?
There may be a fee associated with a move or transfer. Please contact customer service for details.
The outlets are already installed in my new home. Can I do the connection myself?
A technician must come to your home because some outlets may be inactive or poorly wired. The technician will ensure the outlets are activated and correctly wired at the time of the installation.
When moving, can I keep my current home phone number?
You can only keep your current number if it is recognized as being part of the city in which you are moving to. For example, we would be unable to transfer a Trois-Rivières number to Rimouski.
We will try to transfer your current Cogeco Home Phone number to your new home when possible. Our customer service representatives can also help move your home phone service and current number from another provider to your new home.
Please note that you should not cancel your phone service with your current provider until after contacting Cogeco. This would prevent us from transferring your current phone number.
Can I change the date of my appointment?
You can reschedule. Call us to select a new date and time. (Subject to availability)
Do I have to be at my new residence when the technician comes?
You must be present for the technician’s visit.
• If you cannot be present to sign the service contract, please contact us with the name of the authorized adult who will sign on your behalf.
• You, or the designated authorized adult, must be available for the entire time slot that you have chosen.
• If you miss the technician, you must contact us and reschedule the appointment.
• Please make sure there is clear access to the cable outlets.
Do I move my Cogeco equipment (modems, HD PVR, etc.) to my new home myself?
Bring all Cogeco equipment with you to your new home. It will be reconnected and tested by our technician during your installation appointment. If you have a phone modem that is locked in place please call our customer service department. We will send you a package and a key so you can unlock the device. You can return the key to Cogeco via Canada post.
Where can I find information on Cogeco services’ installation?
You can find information about Cogeco’s services and their installation in their respective sections of our website:
Always make sure the desired services are available in your area.
For information on applicable installation fees, please contact Customer Support
My phone modem is locked. How do I disconnect it?
Please call our customer service department, we will send you a package and a key so you can unlock the device. You can return the key to Cogeco via Canada post. You can then bring the modem as well as any other Cogeco equipment you have to your new home.
My new home is wired for cable TV. Does this mean I can have television in each room?
One of our customer service representatives will help you select or modify a cable package that takes full advantage of your new home's cable potential. Some TV packages include service for a specific number of TV outlets within the home. We can help you select a package that best meets your needs.
You will only have access to your voicemail if you keep the same number.
You should not have to re-configure your email upon moving. If you do have any problems with your email you can consult our support section or call for technical support.
Your Services during your move
Will I have access to my voicemail while waiting for the installation of my residential phone at my new home?
You will only have access to your voicemail if you keep the same number.
Will I have access to all emails sent to my Cogeco account?
You will have access via our online Webmail service.
Will I have the same TV channels and the same price?
Channel availability may vary from region to region. When you call our customer service department we will confirm which channels are available in your area.
Prices may vary by region. Available where technology permits. Taxes not included. Installation and/or activation fees may apply. Limited time offer. Cannot be combined with any other promotion on the same service. Promotions are limited to new customers or those who have disconnected their service for more than 6 months. A minimum commitment period corresponding to the promotion is required to benefit from the promotional prices. Preauthorized debits or credit card payments and service bundling on a single invoice are required. A termination fee shall be charged to customers who disconnect their service prior to the end of the contract period. Such fee shall be equal to the rebate on the sales price of the equipment, amortized over the term of the contract and multiplied by the number of months remaining in the contract period. In the absence of such a rebate, the termination fee shall be equal to the lesser of $50 or 10% of the total monthly fee remaining in the contract period for each service. Photos are for illustrative purposes only. Fibre Powered Services: Based on overall capacity to deliver concurrently on a same network, through the combination of optical fibre and coaxial cable, all services (TV, Phone and Internet) to each customer.
The no-fee promotion on the connection of services is available for a limited time and only applies to current customers who move their existing Cogeco services on the same account within the Cogeco territory or if the customer adds a new service to their account.