Billing and account: Support

If you still haven’t created your My Account profile, simply follow these steps.

However, before you do this, make sure you have your Cogeco account number handy (which can be found at the top of your bill).

Note that you’ll also need your personal identification number (PIN) to create your My Account profile. Your PIN is the 4-digit number you set up with a Cogeco customer service representative while booking your installation.

If you have forgotten your PIN and/or the answers to your security questions, please contact us.

Your first bill will include your monthly charges from the date of activation, plus your monthly charges billed one month in advance. Your first bill may also include non-recurring fees. 

Your services will always be payable one month in advance, as they are rental services, and your invoice will be sent (or mailed/forwarded) following your connection.

If there’s a change to one of your services, your monthly fee will be prorated to take into account the number of days you are subscribed to the new service up until the start of your next billing cycle.

Furthermore, any additional consumption, such as Internet overusage*, Video On Demand* rentals or long distance calls made over the month, will be charged on your next bill.

* Residential customers only

You can pay your Cogeco bill whichever way is most convenient for you—either online, over the phone or at your bank. We also offer pre-authorized monthly payments.
Below you’ll find more detailed information about your payment options.

1. Pay online with a major credit card. Here’s how:
   • Log in to My Account.
   • Select Bills & Payments from the main menu.
   • Select Pay Bill. From there, simply follow the onscreen instructions.
   Note that payments made in this way are posted to your Cogeco account in about 2 business days.
2. Use your financial institution’s online or telephone banking system.
   Note that payments made in this way are posted to your Cogeco account in about 3–4 business days.
3. Use your financial institution’s ATM, or pay in person with a bank teller. 
   Note that payments made in this way are posted to your Cogeco account in about 7–10 business days.
4. Sign up for pre-authorized monthly payments from a major credit card* or your bank account.
   You can do this by logging into My Account or by contacting us.

* Residential customers only

You can make pre-authorized payments using a major credit card or a personal bank account.

You can sign up for pre-authorized payments online through My Account.

• Log in to My Account
• Select Bills & Payments from the main menu.
• Select Pre-authorized Payments. From there, simply follow the onscreen instructions.

You can view and download your bill online with My Account. Here’s how:

• Log in to My Account.
• Select Bills & Payments from the main menu. There, you can view your detailed bill, including your account balance and the date your payment is due.

To change the language of your invoice, please call customer service for Business customers at 1-866-264-3262.

Your first bill will include your monthly charges from the date of activation, plus your monthly charges billed one month in advance. Your first bill may also include non-recurring fees. 

Your services will always be payable one month in advance, as they are rental services, and your invoice will be sent (or mailed/forwarded) following your connection.

If there’s a change to one of your services, your monthly fee will be prorated to take into account the number of days you are subscribed to the new service up until the start of your next billing cycle.

Furthermore, any additional consumption, such as Internet overusage*, Video On Demand* rentals or long distance calls made over the month, will be charged on your next bill.

* Residential customers only

To find out what your current account balance is and when your next payment is due:

• Log in to My Account.
• Select "Bills & Payments" from the main menu

There, you can view your current bill, account balance and the date on which your payment is due.

You can pay your Cogeco bill whichever way is most convenient for you—either online, over the phone or at your bank. We also offer pre-authorized monthly payments.
Below you’ll find more detailed information about your payment options.

1. Pay online with a major credit card. Here’s how:
   • Log in to My Account.
   • Select Bills & Payments from the main menu.
   • Select Pay Bill. From there, simply follow the onscreen instructions.
   Note that payments made in this way are posted to your Cogeco account in about 2 business days.
2. Use your financial institution’s online or telephone banking system.
   Note that payments made in this way are posted to your Cogeco account in about 3–4 business days.
3. Use your financial institution’s ATM, or pay in person with a bank teller. 
   Note that payments made in this way are posted to your Cogeco account in about 7–10 business days.
4. Sign up for pre-authorized monthly payments from a major credit card* or your bank account.
   You can do this by logging into My Account or by contacting us.

* Residential customers only

To manage your pre-authorized payments, follow these steps:

• Log in to My Account.
• Select Bills & Payments from the main menu.
• Select Pre-authorized payments. From there, simply follow the onscreen instructions.

You can sign up for paperless billing with My Account. Here’s how:

• Log in to My Account.
• Select Bills & Payments from the main menu.
• Select Paperless Billing.
• Select Sign Up for Paperless Billing. From there, simply follow the onscreen instructions.

My Account is the simplest, most convenient way to manage your Cogeco bills and services. Once you’re registered for My Account, you can log in 24/7, even when customer service is not available.

With My Account, you can:

• Subscribe to online billing
• View and pay your bills online
• Manage your TV programming and recordings
• View your Internet usage in detail
• Track your long distance usage
• Activate your Cogeco security services
• Activate your TV equipment

Here are just some of the things you can do with a My Account profile:

• Subscribe to online billing
• View and pay your bills online
• Manage your TV programming and recordings
• View your Internet usage in detail
• Track your long distance usage
• Activate your Cogeco security services

If you still haven’t created your My Account profile, simply follow these steps.

However, before you do this, make sure you have your Cogeco account number handy (which can be found at the top of your bill).

Note that you’ll also need your personal identification number (PIN) to create your My Account profile. Your PIN is the 4-digit number you set up with a Cogeco customer service representative while booking your installation.

If you have forgotten your PIN and/or the answers to your security questions, please contact us.

If you have already registered but forgot your username and/or password, just follow the steps below.

Here’s how to retrieve your My Account username:

• Select the Forgot username? link under the Username field on the My Account login page.
• Enter the same email address you used to create your My Account profile.
• You will then receive an email containing your username.

Here’s how to reset your My Account password:

• Select the Forgot password? link under the Password field on the My Account login page.
• You will be asked to provide your username and the email address linked to your My Account profile.
• You will then be asked to answer 2 security questions.
• Finally, you will be prompted to enter a new customized password, and then enter it again for confirmation purposes.

You will now be logged in to My Account and will be redirected to the main page. Your new password will be saved, and you can use it to log back into My Account.

Note that these same steps apply for any additional user profiles linked to your account (known as sub-profiles).

If you have followed the steps above and are still unable to retrieve your username or reset your password, or if the email address you used to create your profile is no longer available, please contact us.

With My Account, you can manage the following services:

• Residential TV
• Residential and Business Internet
• Residential and Business Phone
• Security services