Welcome to B2B2C

Residential Services

We are happy to count you among our subscribers. Whether you are starting your subscription or seeking clarification about your services, this FAQ is your first resource.

Below you will find some of the most frequently asked questions by our new subscribers who are specifically chosen to assist you in activating your services and understanding your account.

On the Understand the FAQ page, you will find an explanation of how the information in this site is divided.

After consulting the FAQs by service sections of the site and visiting the Welcome to your Subscriber Area page, if you still have questions, contact us by chat, email or phone. It will be a pleasure to help you.

Why should I create an account on to the Subscriber Area?

We encourage you to activate your account on our Subscriber Area to access to your account information. It’s easy. From the B2B2C homepage, click on “Subscriber Area” at the top of the page and then on the “Sign up” button. After, enter your registration number (available on your welcome email) to start the creation process. 

Welcome to your Subscriber Area  How can I access the Subscriber Area?

What happens between after my order until the day of the installation?

When you place your order, our agent will ask you select a range of dates that best suits you for the installation of your services. Approximately 48 hours after placing your order, a representative will contact you by phone and by email to confirm the exact date and the time period reserved.

A few days before the installation, you will receive from us the necessary equipment for the installation. If you are missing an equipment two days before the day of your installation, contact us to avoid any delay. Similarly, if no one can be present during the target date and time, contact us at least 48 hours before the installation date to schedule another appointment.

What happens on the day of the installation?

The day of the installation takes place in two steps. First of all, the technician must come and install the telephone or the coaxial jack to which your modem will be connected. Please be advised that we will not contact you in advance to notify you of the arrival of the technician. Also, it is important for an adult to be present on the site and that it must be available and reachable during this entire period. This person must also have access to the spaces required for the installation and know where the jack should be installed.

After the installation by the technician, you will have to connect the equipment we have sent to you. In this second step, you must follow the instructions of the installation guide found in each box of your equipment.

Where do the additional fees come from?

First of all, be aware that only Internet packages that are not unlimited and phone calls can generate additional charges. In the case of an Internet access, additional fees may apply for exceeding the usage included in your package. In the case of a telephone line, these charges may be associated with long distance calls or with the use of a value-added service.

You can find at any time the history of your Internet transfer and your billed calls in your Subscriber Area. If you find that you have excess costs regularly, be aware that you may be able to reduce these costs. Do not hesitate to contact us about this.

How to contact us?

You have more than one option. You can go to the “Contact Us” section on your Subscriber Area to communicate by email or by phone with one of our teams or go to the “My Tickets” page of the “Help (FAQ)” section to open a service ticket with them. 

Contact us page of the Subscriber area My tickets page of the Subscriber area

Contact page on the résidentiel website