Tenant Portal

Frequently Asked Questions

Have a question? Before submitting a request, check our FAQ — the answer you’re looking for might already be here. This section covers the most common topics related to leasing, maintenance, services, and more.

A – During business hours (Monday to Friday, 8:00 a.m. to 5:00 p.m.), please contact your property manager to obtain a duplicate key.

A – Outside of business hours, contact a locksmith and make sure to notify your property manager of the loss to ensure compliance with the reproduction of “master key” types.

Fees may apply in the event of lost keys.

A – Have you changed the remote control battery?
A – Have you cleaned the air conditioner filter? Refer to the “Repairs and Maintenance – Air Conditioner” section.

If the issue persists, select the appropriate option in the “Repairs and Maintenance – Other” form and provide the requested details.

A – Have you cleaned the air exchanger filter? Refer to the “Repairs and Maintenance – Air Exchanger” section.
A – If the smell seems to be coming from the floor drain next to the hot water tank, you can pour a bit of water directly into the drain.

If the issue persists, select the appropriate option in the “Repairs and Maintenance – Other” form and provide the requested details.

A – Have you cleaned the dishwasher filter? Refer to the “Repairs and Maintenance – Dishwasher” section.

If the issue persists, select the appropriate option in the “Repairs and Maintenance – Appliances” form and provide the requested details.

A – Have you cleaned the range hood filter? Refer to the “Repairs and Maintenance – Range Hood” section.

If the issue persists, select the appropriate option in the “Repairs and Maintenance – Appliances” form and provide the requested details.

A – Have you checked the circuit breakers? Refer to the “Repairs and Maintenance – Electrical Panel” section.

If the issue persists, select the appropriate option in the “Repairs and Maintenance – Electricity” form and provide the requested details.

A – During business hours (Monday to Friday, 8:00 a.m. to 5:00 p.m.), please contact your property manager to obtain a duplicate key.

Outside of business hours, contact a locksmith and make sure to notify your property manager of the loss to ensure compliance with the reproduction of “master key” types.

Fees may apply in the event of lost keys.

A – Check whether the issue is limited to your unit or affects the entire building by visiting Hydro-Québec’s “Info-Pannes” page.

A – If the issue is isolated to your unit and persists, please select the appropriate option in the “Emergency – Power Outage” form and provide the requested details.

* For any other request related to an electrical issue (non-functional outlet, etc.), please select the appropriate option in the “Repairs and Maintenance – Electricity” form and provide the requested details.

A – Check whether the issue is isolated to your unit or affects the entire building. If applicable, shut off your main water valve and avoid using the affected facilities.
A – Select the appropriate option under the “Emergency” category in the request form and provide the necessary details.

A – Contact the authorities if needed, then notify us using the “Emergency” form.

A – Select the appropriate option under the “Leasing” category in the request form and provide the required details.

A – Yes, this allows us to coordinate building access and any necessary services. Please select the appropriate option under the “Leasing” category in the request form and provide the required details.

A – Rent is due on the 1st day of each month.

A – Payments are made by automatic withdrawal. Please refer to your lease or contact the administration through the “Administration – Rent Payment” form for specific details.

A – We issue an RL-31 slip to tenants at the beginning of each year for rental expenses incurred during the reference year for tax purposes. Please contact the administration through the “Administration – RL-31 Slips” form.

A – It’s important to inform us as soon as possible. A payment arrangement may be considered depending on the situation. Please contact the administration through the “Administration – Rent Payment” form.

A – Yes, but any change must be approved by the administration. Please contact the administration through the “Administration – Rent Payment” form.

Each season: open the cover, remove filters, vacuum, rinse with hot water, dry completely, and replace.

Each season: lift cover, remove filters, wash with warm water, dry, and replace to maintain good performance and air quality.

**À faire une fois par mois**

Il vous suffit de le dévisser, le nettoyer à l’eau chaude et le remettre en place.

Cela permet un bon drainage lors de la purge et évite les odeurs, la vaisselle sale et les risques de dégât d’eau. Nettoyer régulièrement la bande de caoutchouc autour de la porte du lave-vaisselle pour la débarrasser de tout aliment ou saleté qui l’empêcherait de retenir l’eau à l’intérieur. Une éponge et un produit dégraissant feront souvent l’affaire.

Vérifiez également que la valve à eau sous l’évier est en bon état de fonctionnement, qu’il n’a pas de fuite et que le tuyau se rendant au lave-vaisselle n’a pas de plis.

**À faire une fois aux trois mois**
Il vous suffit d’enlever les filtres, les plonger et laisser tremper dans l’eau savonneuse, et les frotter à l’aide d’une brosse douce. Laisser sécher et remettre en place.

**À faire à chaque utilisation**
**Pour éviter les dégâts d’eau, prenez l’habitude de fermer les valves d’arrêt qui se trouvent sur le mur, derrière la laveuse, après chaque lavage.**

Lors du branchement des laveuses et sécheuses, veuillez vous assurer avant l’ouverture des valves d’eau que les branchements aux deux extrémités sont conformes, que les joints d’étanchéité des tuyaux à lessive sont en place et en bonne condition, et effectuez un bon serrage des joints. 
(Nous recommandons de changer les joints d’étanchéité à chaque déménagement et les tuyaux à lessive aux 5 ans.) Le tuyau de retour d’eau de la laveuse doit être enfoncé dans le drain à une bonne profondeur pour éviter le débordement d’eau lors du renvoi. Lorsque que vous allez ouvrir les valves d’eau, il est recommandé de faire un cycle de lavage rapide sous surveillance pour vous assurer qu’il n’y ait pas de fuite avant de les mettre en place.
 
Pour la sécheuse, il est important de nettoyer votre filtre à charpie après chaque utilisation. Localisez le filtre à charpie de votre sécheuse, qui est probablement près de la porte de la sécheuse. Retirez le filtre en tirant vers le haut, puis retirez délicatement la charpie à la main et remettez le filtre à charpie en place.
 
**En cas de fuite, veuillez fermer les valves d’eau le plus rapidement possible et communiquez avec nous pour qu’un membre de l’équipe de maintenance puisse aller faire les vérifications nécessaires.**
Si une prise électrique fonctionne mal ou plus du tout, probablement que ce que vous essayez de brancher prend trop d’ampérage et n’est pas compatible avec la prise désirée.
 
Premièrement, débranchez ce qui pourrait être branché dans la prise en question, ensuite vérifiez les disjoncteurs dans le panneau électrique. Ouvrez le panneau principal – tous les disjoncteurs seront alignés sauf celui qui ne fonctionne plus. Vous pouvez vérifier sur la fiche dans le couvercle pour numéroter et identifier les disjoncteurs. Par la suite prenez le disjoncteur qui n’est pas aligné aux autres et poussez-le de droite à gauche. Un petit claquement se fera sentir; le disjoncteur devrait maintenant fonctionner, sinon vérifiez s’il n’y a pas un disjoncteur qui ne serait pas aligné aux autres et répétez la marche à suivre.
 
**Si ça ne fonctionne toujours pas, communiquez avec notre service de location.**

A – Please refer to your lease and select the appropriate option under the “Administration” form. Provide the necessary details to learn about the applicable regulations.

A – Try to discuss the issue calmly with the person involved. If the problem continues, report it using the “Administration – Neighbour Disturbance” form.

A – Select the “Administration – Service Add-ons or Other” form and describe your request in detail.

Fibre Hybrid 60 Mbps

  • Unlimited monthly transfer
  • Modem and Wi-Fi router included
  • Option to upgrade speed directly with Vidéotron

Upgrade Options

  • 500 Mbps: +$30/month
  • 940 Mbps: +$40/month

For any issues (connectivity, modem, Wi-Fi), contact:

  • Technical support: 1-877-657-5505
  • Customer service: 1-888-657-5505
  • Email: serviceclient@videotron.com

Possible upgrades to your included package:

For an internet speed upgrade, please contact Residential Customer Service.

  • Upgrade to 500 Mbps for $30/month
  • Upgrade to 940 Mbps for $40/month
    Possible add-ons to your included package:
  • illico TV service
  • Various channel bundles
  • HD-4K terminals | recorders available
  • Premium channels available such as Super Écran, Disney Channels, etc.
  • And more…

    Other services:

  • Residential phone line

Mobile plans
Add-ons or upgrades are billed directly to the tenant’s personal account and are not managed by the building manager. Our Customer Service agents will be happy to offer you several options tailored to your specific needs.

Technical support

  • illico device won’t turn on or displays an error message
  • Remote control not working
  • Mosaic or “snow” on screen, image loss
  • Image freezing on screen
  • Sound issues

Other technical problems
1-877-657-5505
assistance@videotron.ca

Residential Customer Service – Resident Services

  • New customer and installation

  • Adding additional services

  • Billing questions

  • Moving, disconnection, or death

Residents leaving the building must keep their device(s). Otherwise, they must return them to a Vidéotron store.

1-888-657-5505
serviceclient@videotron.com

HD-4K Essential Plus Package

  • 48 channels
  • 1 decoder per unit
  • HD and network fees included

Upgrades available directly through Vidéotron:

  • Illico service
  • Additional channel packs
  • Premium channels (Super Écran, Disney, etc.)
  • Extra 4K/HD terminals or PVRs

Equipment Responsibility

  • The included modem and decoder are the tenant’s responsibility.
  • Upon moving or cancellation, return equipment to Vidéotron or bring it to your new address.
  • Any upgrades or add-ons are billed directly by Vidéotron, not by Atimco.

Shaw Direct (if applicable in your building)

No account is required to receive included services.
However, you need an account if you wish to:

  • Change your channels
  • Add channels
  • Get a second decoder
  • Use the Shaw TV app

To contact Shaw Direct:

  • Phone: 1-866-252-7476 (Mon–Fri, 9 a.m.–5 p.m.)
    — Wait time usually under 15 minutes
  • Email: MASatSupport@ShawDirect.ca (request a callback)

Avoid calling the number shown on TV outside business hours — it connects to the residential line.

Service Request

Before submitting a request, we invite you to consult the FAQ — your answer might already be there. For any other questions, issues, or maintenance needs, please fill out the form below as accurately as possible so our team can assist you quickly and efficiently. Please fill out the following fields to submit your request: