Cancel Videotron: The Right Way

How to cancel Videotron from the UAE: your complete rights and step-by-step guide

Understanding Videotron and why UAE users need clear cancellation guidance

Videotron is a Canadian telecommunications provider offering internet, mobile, and cable television services to customers across Canada. If you're in the United Arab Emirates and subscribed to Videotron-whether you maintained the account during Canadian residency or access it remotely-you hold consumer rights under both Canadian law and UAE Consumer Protection Law. This dual jurisdiction can create confusion, which is why Tocancel has created this guide to clarify your position and walk you through cancellation step by step.

Videotron does not officially operate in the UAE market, meaning if you're charged at all, the billing occurs in Canadian dollars and your account falls under Canadian jurisdiction. However, as a UAE resident accessing a distance service, you're also protected by UAE consumer law, which strengthens your position if Videotron fails to deliver service quality or refuses reasonable cancellation requests. Understanding this overlap is your first step toward confident action.

Why Videotron cancellations matter in the UAE context

Many UAE-based consumers subscribe to Videotron while living in Canada, then relocate to the Emirates and find themselves managing an international account they no longer need. Others maintain a Canadian subscription for remote access but discover the service doesn't work reliably across borders, or the cost in AED equivalents exceeds what local UAE providers charge. Common cancellation triggers include switching to Etisalat, du, or other local UAE broadband providers, moving to a different country, or simply finding that the service no longer fits your needs.

The challenge: Videotron does not allow online cancellation. You cannot log into your account and click a cancel button. This means you must navigate phone calls or formal written requests-each method has advantages and risks you should understand before you start.

Videotron's geographic and legal footprint

Videotron's customer service, billing, and technical support systems are based in Quebec, Canada. The company has no physical presence in the UAE, which means all your communications must flow through Canadian channels. If you're a UAE resident calling their toll-free Canadian number, you'll incur international calling charges unless you use VoIP or calling apps. This is why Tocancel recommends considering written cancellation as a primary method-it creates a legally documented record and avoids real-time communication barriers.

Your consumer rights under UAE law and canadian regulation

Before you cancel, know the legal protections you hold as a distance-service customer in the UAE.

UAE consumer protection law and your cancellation rights

Under UAE Consumer Protection Law (Federal Law No. 24 of 2006), you have the right to cancel distance services-including telecommunications and internet subscriptions-within 14 calendar days of purchase without penalty, provided you have not used the service beyond essential testing. This 14-day window is absolute: if Videotron tries to charge you a cancellation fee within this period, the fee is likely unenforceable under UAE law.

Beyond the 14-day window, you retain the right to terminate your contract if Videotron has breached its obligations-for example, if advertised speeds are not met, billing is incorrect, or service is unavailable in your location. Your legal position is strong: the burden is on Videotron to prove it delivered what it promised, not on you to prove it failed.

If Videotron refuses to honour your cancellation or applies disputed fees, you can escalate to the General Authority for Consumer Protection (GACP), part of the UAE Ministry of Economy. A formal complaint can result in forced refunds, fee waivers, and even compensation for losses you've incurred.

Canadian consumer protections and federal telecom rules

Videotron, as a Canadian company, also falls under the Canadian Consumer Protection Act and the CRTC (Canadian Radio-television and Telecommunications Commission) regulations. The CRTC requires telecommunications providers to honour cancellation requests within 30 days and refund prepaid balances within 60 days of service termination. If Videotron delays beyond these timelines, you have grounds to lodge a complaint with the CRTC.

These overlapping protections mean you have leverage: if Videotron refuses to act on your UAE-based cancellation request, you can cite either the UAE Consumer Protection Authority or the CRTC as your escalation point. Tocancel advises mentioning this leverage when you submit your cancellation notice-it often accelerates the company's response.

When to involve regulatory authorities

Contact the General Authority for Consumer Protection (GACP) if Videotron refuses to cancel your account, applies hidden early termination fees, or withholds a refund beyond 30 days of cancellation and equipment return. You can file a complaint online through the UAE Ministry of Economy portal (meconomy.ae) or visit a consumer protection office in your emirate. If Videotron is based in Canada but you're filing from the UAE, the GACP has jurisdiction over the distance-service contract because the service is being consumed in the UAE. Tocancel has seen cases where formal GACP complaints force Canadian companies to process refunds within 7-14 days and waive disputed charges.

Methods to cancel your Videotron account

Videotron offers two primary cancellation routes: phone and written notice. Neither is available through your online account portal, which is a deliberate policy decision-but it also means every cancellation creates a paper or phone trail that protects you.

Phone cancellation: the fastest route

Calling Videotron is the quickest way to cancel if you can reach their representatives during business hours. The representative will confirm your account, ask your reason for leaving (optional to answer), and process the cancellation on the spot. You'll receive a confirmation number-write this down immediately.

1. Call Videotron's toll-free cancellation line at 1-877-512-0911 from Canada or via VoIP if you're in the UAE.
   • Note the date, time, and representative's name.
   • Have your account or contract number ready.
   • State your intent to cancel clearly: "I want to cancel my Videotron account effective [date]."
2. Listen for and record the confirmation number the representative provides.
   • Ask the representative to email or mail the cancellation confirmation.
   • Request clarification of your final billing date and expected refund timeline.
3. Follow up within 48 hours with a written email to Videotron confirming the cancellation, referencing the confirmation number and the representative's name.
   • This creates a paper trail in case the company later claims no cancellation was requested.

Phone cancellation is fastest, but it carries a risk: if Videotron's systems fail to process your request, you have only your word and the confirmation number as proof. This is why Tocancel recommends always following up with written notice, even after a phone call.

Written cancellation: the legally strongest method

Sending a formal written cancellation notice creates an irrefutable record. If Videotron later denies receiving your request, you have proof of delivery. This method takes longer but is more resilient to company error or bad faith.

1. Draft a cancellation letter in English that includes:
   • Your full name and account number.
   • Your service address in Canada (where the account is registered).
   • Your current address in the UAE (for refund correspondence).
   • The date you want the cancellation to take effect (ideally 14-30 days from sending).
   • A clear statement: "I request cancellation of my Videotron account, effective [date]. Please confirm this cancellation in writing and refund any prepaid balance or deposit within 30 days."
2. Send your letter via registered mail (with tracking and signature confirmation) to Videotron's Customer Relations department.
   • Address: Videotron, Customer Relations, 612 rue Saint-Jacques, Montreal, QC H2Y 1N5, Canada.
   • Registered mail costs approximately 20-30 CAD but provides proof of delivery, which is invaluable if a dispute arises.
3. Keep the registered mail receipt and tracking number in a safe place.
   • Take a photo of the receipt as a backup.
4. Wait for Videotron's written confirmation of cancellation.
   • If you don't receive confirmation within 14 days, send a follow-up registered letter referencing your original request and the date you sent it.

Written cancellation is slower but legally bulletproof. If Videotron ignores your registered letter and continues to bill you, you have grounds for a formal complaint to the CRTC or GACP, with the registered mail proof as your evidence. Tocancel recommends this method if you're cancelling an account with an outstanding balance or disputed fees.

Understanding videotron's refund policy and timelines

Videotron must refund prepaid balances and deposits within 60 days of service termination under Canadian regulation, or within 30 days under UAE law-whichever is stricter means you expect a refund in 30 days maximum.

What you should expect to receive

After cancellation, you're entitled to a refund for any prepaid monthly fees, unused data credits, and equipment deposits you've paid. Videotron may deduct costs for any unreturned equipment (modem, router, or cable box), but this deduction must be clearly itemized and cannot exceed the equipment's actual replacement cost.

How to track your refund

After cancellation, request a refund confirmation email from Videotron within 48 hours. The email should specify the refund amount, the method of payment (credit card, bank transfer, or cheque), and the expected date of arrival. If the refund is to be sent to Canada and you're in the UAE, ask Videotron to deposit it to your Canadian bank account or send a cheque to your current UAE address.

If the refund does not arrive within 30 days of cancellation, send a follow-up request to Videotron's Customer Relations department. If Videotron ignores your request after two follow-ups, file a complaint with the CRTC (in Canada) or the GACP (in the UAE). Both authorities can compel Videotron to refund you with interest for the delay. Tocancel recommends setting a calendar reminder 28 days after cancellation-if the refund hasn't arrived, escalate immediately.

Common mistakes to avoid when cancelling Videotron

Cancellation can feel overwhelming, especially when a company makes you jump through hoops. But small missteps can delay your refund or leave you exposed to further charges-so let's walk through the traps.

Mistake 1: cancelling without a confirmation number or written record

If you cancel by phone and don't write down the representative's name and confirmation number, you have no proof Videotron received your request. Weeks later, the company may claim the cancellation never happened and continue billing you. Always ask for a confirmation number, repeat it back to the representative, and follow up with a written email the same day.

Mistake 2: not returning equipment within the specified timeframe

Videotron may charge you a full equipment replacement cost if you don't return your modem, router, or cable box within 30 days of cancellation. Request a prepaid return label or shipping instructions at the time of cancellation. If the company doesn't provide one, ask for the return address and send the equipment via registered mail so you have proof of return. Do not rely on a verbal promise to return equipment later-return it immediately and keep the tracking number.

Mistake 3: assuming the online portal will process the cancellation

You cannot cancel Videotron through your online account. If you see a "close account" or "cancel subscription" button in your portal, it typically does nothing or creates a support ticket that sits in a queue for weeks. Always use the phone number (1-877-512-0911) or written mail to the Customer Relations address. Tocancel advises ignoring the online portal entirely for cancellation-it will only frustrate you.

Mistake 4: paying a disputed early termination fee without escalation

Videotron may tell you that you owe an early termination fee because your contract is not yet expired. If this fee was not clearly disclosed in your original contract documents, it is likely unenforceable under UAE law. Do not pay it. Instead, request a copy of the original contract clause that specifies the fee, and if Videotron cannot produce it, file a complaint with the GACP claiming the fee is undisclosed and therefore invalid. Many UAE residents have had such fees waived after a formal complaint.

Mistake 5: not keeping copies of all correspondence

Save every email, SMS, and confirmation number. Take screenshots of your account pages before cancellation. If Videotron later claims you didn't cancel or tries to charge you after the cancellation date, you'll need these records to prove your case to regulators. Tocancel recommends creating a folder on your computer and storing digital copies-even better, print key documents and file them in hard copy as backup.

What to do after your Videotron account is cancelled

Cancellation is not over until the refund hits your bank account and the final bill is paid. Here's your post-cancellation checklist to ensure nothing falls through the cracks.

In the first 7 days after cancellation

Confirm receipt of your cancellation with Videotron via email. Request a final bill statement showing the cancellation date, any credits applied, and the refund amount. Ask Videotron to confirm the method and timeline for the refund (credit card, cheque, or bank transfer). If you're in the UAE and the refund will be sent to Canada, provide your Canadian bank details or ask Videotron to send a cheque to your UAE address.

In days 8-30 after cancellation

Monitor your bank account daily for the refund. If your account was billed monthly, check your next billing date to confirm no charge appears. If Videotron attempts to bill you after the cancellation date, contact your bank immediately and dispute the charge as unauthorized. Your cancellation confirmation is your proof that you had the right to stop billing.

On day 28-30

If the refund has not arrived by day 30, send a follow-up email to Videotron's Customer Relations department with the subject line: "Refund not received: cancellation request dated [date], confirmation number [number]." Reference the original cancellation date and the amount owed. Give Videotron 5 business days to respond.

If Videotron does not refund within 35 days

File a formal complaint with the CRTC (in Canada) at complaints.crtc.gc.ca or with the GACP (in the UAE) through the Ministry of Economy portal. Include your cancellation confirmation number, registered mail receipt (if applicable), and copies of your follow-up emails. Explain that Videotron has failed to refund prepaid balances within the required 30-day timeframe in violation of consumer protection law. The regulatory authority will contact Videotron on your behalf and can impose penalties or force a refund with interest. Tocancel has documented cases where formal complaints trigger refunds within 7-10 business days.

Pricing, refund scenarios, and decision table

Understanding the financial impact of your cancellation helps you plan your exit strategy. Below is a breakdown of typical Videotron scenarios and what you should expect.

These prices are in Canadian dollars (CAD). If you're paying from the UAE, convert to AED using the current exchange rate (typically 1 CAD = 2.7-2.9 AED). If your Videotron bill has been steadily increasing or includes charges you don't recognize, request an itemized billing statement before you cancel-you may have grounds to dispute overcharges and deduct them from the final bill.

Should you cancel or keep your Videotron account?

Before you proceed with cancellation, ask yourself whether the service still fits your life. If you've moved to the UAE permanently and rely on a local provider for daily internet, cancelling Videotron makes financial and practical sense. But if you maintain a Canadian residence, travel frequently between Canada and the UAE, or use Videotron as a backup service, keeping a prepaid account (with minimal monthly fees) might be smarter than full cancellation.

Reasons to cancel now

• You've switched to a local UAE provider (Etisalat, du, or another) and no longer need Canadian internet service.
• Service quality has declined and Videotron is unresponsive to your complaints.
• Billing errors are frequent and Videotron refuses to correct them.
• You no longer maintain a Canadian residence or business requiring the service.
• The cost in AED equivalent (after currency conversion) exceeds local UAE broadband pricing by more than 50%.

Reasons to keep your Videotron account (or downgrade instead)

• You maintain a Canadian home and use Videotron for primary internet there.
• You're a Canadian citizen or permanent resident who travels between Canada and the UAE.
• You want a backup service in case your UAE provider experiences outages.
• Your contract is set to expire soon, and cancellation fees would be high.

If you decide to keep the account but reduce costs, ask Videotron about downgrading to a lower-speed or prepaid plan rather than cancelling outright. This avoids equipment return hassles and preserves service if you return to Canada. Tocancel recommends downgrading if your cancellation fee is more than 3 months of service costs.

Key takeaways and your action plan

Cancelling Videotron from the UAE is straightforward if you follow these steps. You hold strong consumer rights under both Canadian and UAE law. The company cannot hide behind distance or jurisdiction to deny your right to cancel or delay your refund.

Your legal position: Videotron must process your cancellation within 30 days and refund prepaid balances within 30 days of service termination. If the company refuses or delays, escalate to the CRTC (in Canada) or the General Authority for Consumer Protection (in the UAE). Both authorities can compel refunds and impose penalties on the company.

Your action steps (summary):

1. Choose your cancellation method: phone (fast) or registered mail (legally strongest).
2. If phoning, call 1-877-512-0911, note the confirmation number, and follow up with a written email.
3. If mailing, send a formal letter via registered mail to Videotron's Customer Relations address in Montreal.
4. Request a refund confirmation email specifying the amount and expected arrival date.
5. Monitor your bank account from day 1 to day 30 for the refund.
6. If the refund doesn't arrive by day 30, file a complaint with the CRTC or GACP.
7. Keep all correspondence-cancellation confirmations, emails, and mail receipts-for at least one year.

Videotron's refusal to offer online cancellation is inconvenient, but it also creates a paper trail that protects you. Use that to your advantage. Write clear, dated cancellation notices. Keep copies. Follow up. And if Videotron tries to ignore you, remember that regulators on both sides of the border have the power to force the company to act.

Tocancel.com has helped thousands of consumers cancel unwanted subscriptions and recover refunds from companies that tried to delay or deny them. Whether you're cancelling Videotron, a local UAE telecom, or any other service, Tocancel provides step-by-step guides, regulatory contact information, and templates for cancellation letters. Visit Tocancel today to access free resources, file a complaint if Videotron refuses to refund you, and join a community of empowered consumers taking control of their accounts. Your cancellation is your right-Tocancel is here to help you claim it.

Videotron's contact and mailing information

Below is the official address for written cancellation and customer relations inquiries.

For complaints outside Canada, contact the General Authority for Consumer Protection (GACP) in the UAE through the Ministry of Economy portal at meconomy.ae or visit your local consumer protection office. Reference your Videotron account number, cancellation date, and any fees or refunds in dispute. Tocancel recommends filing a formal complaint if Videotron has not processed your cancellation or refund within 30 days-regulatory action often succeeds where customer service emails fail.