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SUPPORT CENTRE


HOW CAN WE HELP YOU?

We invite you to explore our support centre resources and FAQs. You can also
take advantage of the self-service options.

 * General

 * Internet

 * EPICO

 * TV

 * Phone

 * Billing & account

Select the image that represents your TV interface

Select your Phone service


NEED HELP? GET ANSWERS TO YOUR QUESTIONS AND MORE


INTERNET

Internet FAQs 

Explore Internet packages 

Understand your Internet usage





EPICO

EPICO FAQs

See what’s new On Demand

Explore EPICO packages





STANDARD TV

Standard TV FAQs

View your available channels and TV guide





HOME PHONE

Home Phone FAQs

Learn more about Home Phone features 





BILLING AND ACCOUNT

Understand your bill 

Learn about My Account





ONLINE TOOL


MY ACCOUNT

Securely manage, personalize and get the most out of your Cogeco service.

Sign in to My Account


OUTAGES

Check for outages or upcoming maintenance in your area.

Check status


TV GUIDE

Search for upcoming programs and get to know your channel lineup with our
interactive guide.

Check TV Guide


MAKE THE MOST OF YOUR COGECO SERVICES. EVEN ON THE GO.


THE MY ACCOUNT APP IS YOUR GO-TO POCKET ASSISTANT

Track your Internet usage in real time, manage your account in one place and pay
your bills with ease.








IT’S YOUR WI-FI. TAKE CONTROL.

Download the Cogeco Wi-Fi app on your mobile devices to manage your Wi-Fi
easily.








THE EPICO APP IS EASY TO USE ON ALL YOUR DEVICES

Watch all your favourite shows and movies when you want, where you want. It’s up
to you and at your pace.








TOP SOLUTIONS


SELF-INSTALL

Guides to install your Cogeco services and equipment.

Explore self-install


COGECO WI-FI PODS

Guides and tips for installing and using Wi-Fi pods.

Explore Wi-Fi pods


EPICO

Tips about your profile, cloud recordings and other features.

Explore EPICO


CHANNELS AND CONTENT

How to access your favourite channels, as well as how to order on-demand and
Pay-Per-View content.

Explore channels

See all topics


TIPS


WI-FI NAME AND PASSWORD

Personalize or reset your Wi-Fi name and password.

Changing your Wi-Fi name and password

 


TV REMOTE PROGRAMMING

Lost your TV remote programming guide? See how to program your remote.

Programming your EPICO remote 

Programming your Standard TV remote 

Programming your TiVo remote 

 


CLOSED CAPTIONING

Learn how to activate the closed captioning (CC) to display a transcript of the
program’s audio.

Activating CC with EPICO 

Activating CC with Standard TV 

Activating CC with TiVo 

 


WI-FI NAME AND PASSWORD

Personalize or reset your Wi-Fi name and password.

Changing your Wi-Fi name and password

 


TV REMOTE PROGRAMMING

Lost your TV remote programming guide? See how to program your remote.

Programming your EPICO remote 

Programming your Standard TV remote 

Programming your TiVo remote 

 


CLOSED CAPTIONING

Learn how to activate the closed captioning (CC) to display a transcript of the
program’s audio.

Activating CC with EPICO 

Activating CC with Standard TV 

Activating CC with TiVo 

 


WI-FI NAME AND PASSWORD

Personalize or reset your Wi-Fi name and password.

Changing your Wi-Fi name and password

 


WE’RE HERE TO HELP

 
See all Cogeco support




WANT TO SHOP OVER THE PHONE, FIND A STORE OR MANAGE YOUR SERVICES ONLINE?

 * 1-855-701-4881 Speak with an agent
   We’re here 7 days a week to suggest services, promotions and answer
   questions.
   We’re here to help you and suggest products and services, promotions and
   answer questions.
   1-855-701-4881
 * Find a store Find a Cogeco store
   Do you prefer shopping in person? We’re happy to serve you at your local
   Cogeco store.
   Do you prefer shopping in person? We’re happy to serve you at your local
   Cogeco store.
   Locate your nearest store
 * Go to My Account
   From paying bills to modifying TV channels, My Account is your go-to
   destination.
   From paying bills to modifying TV channels, My Account is your go-to
   destination.
   Log in now

Legal information
General restrictions and legal information

Limited time offer. Restricted to new customers and former customers who
cancelled all of their services more than 6 months ago.

Our network combines optical fibre and coaxial cable. Available where technology
permits. For personal and residential purposes only. Visit cogeco.ca for
details. Photos are for illustrative purposes only.

INSTALLATION AND ACTIVATION

An activation fee of $20 will be charged for activation of service.

A fee of $130 per technician visit for a standard professional installation will
apply. Supplementary installation fees may apply for additional work requested.
Pre-authorized debit or credit card payment and service bundling on a single
invoice may be required.

A termination fee of up to $75 per service will be charged to customers who
cancel their services before the end of the offer period. Termination fees not
applicable in Quebec.

Sign up today at www.hayu.com/cogeco

BLACK FRIDAY OFFER 2023

This offer is valid between November 13 to November 26, 2023. In order to
benefit from the first 2 months free, you must remain subscribed to this offer
for the 12-month commitment period immediately following your subscription to
the Black Friday offer. In the event you cancel your service before the end of
the commitment period, the 2 first months will be retroactively charged to your
account upon cancellation of services.


INTERNET

Additional charges will apply for exceeding the monthly data transfer capacity
(GB) allowed for each specific Cogeco Internet package. See details. Download
and upload speeds can vary with Internet traffic, remote peers, the customer’s
network configuration, the use of wireless equipment and other factors. See
details. All Internet packages include 2 free installations of Cogeco Security
services for desktop and/or laptop computers. Cogeco Security GO with unlimited
installations for computers, tablets and wireless devices is available at a
regular price of $5.99/month. See details. Wi-Fi hotspots provide free and
unlimited Internet access to Cogeco subscribers and limited access to non-Cogeco
subscribers. See details. ULTRAFIBRE®

Wi-Fi Pods and Wi-Fi Extenders require a subscription to an UltraFibre 40
Internet package or higher.

UltraFibre 1 Gig Unlimited : Up to 1 Gbps of total download speed through the
combination of multiple devices including at least one wired connection
(Ethernet) combined with one or multiple wireless connections to Cogeco’s 1 Gig
modem. Up to 940 Mbps download speed can be achieved when connecting to one
personal Internet device with one wired connection (Ethernet).


EPICO

Cogeco EPICO service provides combined access to Cogeco TV and Internet services
with a subscription to Cogeco TV, an EPICO 4K Box and a minimum subscription to
the UltraFibre 60 Unlimited Internet package with a Wi-Fi modem.

Download speed, upload speed, signal and picture quality can vary depending on
various  factors.

Channel availability may vary by region. Selected TV channels can only be
modified once every 30 days. The channel lists for the pre-selected packages
cannot be modified. Additional fees may apply for some channels and some
channels may count for several choices. Viewing content (live or recorded) is
restricted to Canada.

Channel availability for the Restart and Just Missed features may vary according
to the content rights and viewing restrictions.

A separate subscription to Netflix® is required. Counts towards customer’s
Internet usage.

The EPICO app provides access to the TV channels included in the EPICO package
to which the customer is subscribed. Some channels included in the EPICO package
may not be available to watch out-of-home due to content rights restrictions.
Viewing content is restricted to Canada.

On Demand requires a subscription to the TV package containing the associated
digital channel. Purchased movies remain available as long as the customer is
subscribed to the Cogeco EPICO service and as long as the title remains
available in the On Demand library. Rented movies are available for the duration
indicated on the screen.

Beginning March 1st, 2022, all recordings are available for a maximum of 365
days or until the termination of your EPICO service. By default, older
recordings will be automatically removed to match the number of hours in your
block. Additional blocks of recording hours may be available to add with certain
EPICO packages (up to 1000 hours of recording capacity).

An EPICO package including an EPICO 4K Cloud PVR is required to download and
view TV recordings in and out-of-home.

One EPICO 4K Cloud PVR per TV set. Each additional EPICO 4K Box or EPICO 4K
Cloud PVR is available at $7 per month.


TELEVISION

Cogeco TV service requires the rental of an HD digital receiver with a minimum
subscription to the Basic Channels package. Channel availability may vary by
region. TV packages and selected channels can only be modified once every 30
days. Additional fees may apply for some channels and some channels may count
for many choices. The channel lists of the pre-selected packages cannot be
modified. Requirements to watch 4K: (i) a 4K TV and 4K receiver, (ii) a
subscription to the SD/HD channels corresponding to the 4K channels. 4K not
available with all channels.

Access to the mobile apps requires a subscription to the TV package containing
the associated digital channel. The content viewed on mobile apps requires
bandwidth, which is included in the customer's Internet or cellular data
package. Additional usage fees may apply if the customer exceeds the monthly
data transfer capacity (GB) included in his package. Viewing content is
restricted to Canada.

TiVo service from Cogeco requires: (i) the rental of a TiVo receiver, (ii) a
Wi-Fi modem, and (iii) a subscription to Cogeco Internet and (iv) a TV package.
Each additional TV set combined with a TiVo PVR requires the rental of a TiVo HD
receiver. Installation charges may apply for additional outlets. Data traffic
consumed between the TiVo boxes and the Internet to supply programming
information counts towards customer’s Internet usage. Additional usage fees may
apply if the customer exceeds the monthly data transfer capacity (GB) included
in the package. Viewing content is restricted to Canada. TiVo®. Apple®.
YouTube®.

Dune: Part Two → © 2023 Warner Bros. Entertainment Inc. and Legendary. Downtown
Owl → © 2023 Sony Pictures Worldwide Acquisitions Inc. All Rights Reserved.
Godzilla x Kong: The New Empire → © 2024 Warner Bros. Entertainment Inc. and
Legendary. GODZILLA and MOTHRA TM & © Toho Co., Ltd.

THE OFFER ON CRAVE:

New Cx: The offer on Crave expires May 31st, 2024 and includes a monthly savings
of $20 for 2 consecutive months for new Cogeco TV customers who subscribe to
Crave or $25 for 2 consecutive months for new Cogeco TV customers subscribed to
Crave with Starz. At the end of the period of this offer, the then-current price
of the package will apply. The regular price of the package may change at any
time, including during the subscription period. This offer is only for new
Cogeco TV subscribers who sign up to Crave or Crave with Starz. Each eligible
customer can only benefit from the offer once during the offer period. Prices
may vary for any other combination. Crave and Crave with Starz requires a
subscription to a new Cogeco TV package, an Internet connection and access to
the Crave app. Counts towards customer’s Internet usage. Content viewing is
restricted to Canada. Customer must be a new TV Cogeco customer (a customer who
has not been a Cogeco TV customer in the 120 days prior to receiving the present
offer)

Existing Cx: The offer on Crave expires May 31st, 2024 and includes a monthly
savings of $10 for 4 consecutive months for current Cogeco TV customers who
subscribe to Crave or $12.50 for 4 consecutive months for current Cogeco TV
customers who subscribe to Crave with Starz. At the end of the period of this
offer, the then-current price of the package will apply. The regular price of
the package may change at any time, including during the subscription period.
This offer is available to existing Cogeco TV subscribers who sign up for Crave
or Crave with Starz. Each eligible customer can only benefit from the offer once
during the offer period. Prices may vary for any other combination. Crave offer
eligible only to existing Cogeco TV customers on select packages and requires an
Internet connection and access to the Crave app. Counts towards customer’s
Internet usage. Content viewing is restricted to Canada. Existing TV Cogeco
Customers must be a new Crave or Crave with STARZ subscriber (i.e a Cogeco TV
customer who has not received Crave or Crave with STARZ in the past 120 days).


HOME PHONE

Phone equipment must stay at the same address where it was initially installed
in order to allow 911 to associate the call with the correct address in the
event of an emergency.

HOME PHONE EQUIPMENT

New generation Phone Equipment does not include an external backup battery.
Batteries can be purchased separately for certain models (Hitron CODA-4589 and
Arris TG3452G) while supplies last. Sagemcom (F@ST3896) equipment does not
include a backup battery. See details

Subscription to a Cogeco Home Phone package is required for all long distance
plans. Limited to a list of countries predetermined by Cogeco. Additional
minutes will be charged at the then current rate, per minute per country,
applicable for the remainder of the month.See details. A fee of $0.95 per call
for the use of the directory assistance (411) may apply, depending on the phone
package.

Starting November 30, 2023, people across Canada will be able to call and text
9-8-8, a new three-digit service, for help with mental health and suicide
prevention. 9-8-8 will be free for anyone in Canada who is thinking about
suicide, in emotional distress, or who is worried about someone they know.

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 * Learn more
   * Press releases
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   * YourTV
 * Legal Links
   * Privacy policy
   * Terms and conditions
   * Regulatory affairs
   * Consult CRTC Internet Code
   * Multi-dwelling unit access agreements
   * Court orders

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