Cancel Videotron: Step-by-Step Guide

How to cancel Videotron and protect yourself from hidden termination fees

Why you might want to cancel Videotron

Videotron is one of Canada's largest telecommunications providers, serving customers across Quebec and beyond with bundled internet, mobile, television, and equipment rental services. The company's promotional pricing models and mandatory bundling often trap customers into longer commitments than they initially realize, and renewal rates can spike dramatically once your contract period ends.

You may be considering cancellation for several legitimate reasons. Your promotional pricing period has expired and your bill has jumped by $30 to $50 per month. Equipment rental fees for cable boxes, modems, and routers are adding up to hundreds of dollars annually for devices you don't own. You've found a competitor offering better speeds, clearer pricing, or faster customer support. Or you've simply decided that the value no longer justifies the cost. Whatever your situation, understanding your rights and following the correct cancellation process is essential to avoid unexpected charges on your final bill.

Tocancel is here to walk you through your consumer rights and give you a clear, step-by-step path to cancel Videotron without surprises.

Common reasons customers cancel Videotron

The most frequent complaint Tocancel hears from Videotron customers is sticker shock at contract renewal. You signed up for a 12-month or 24-month promotional rate of $59.99 per month for internet, only to discover your bill will jump to $99.99 when your contract renews. That's a 67 percent increase overnight.

Equipment fees are another major pain point. Videotron charges a monthly rental fee for every device connected to your service. A cable box might cost $8 per month, your modem another $5 per month, and a router another $5 per month. Over two years, that's $576 in rental fees for equipment Videotron owns but you've paid for multiple times over.

Mobile bundling requirements also frustrate customers. Videotron requires you to maintain a mobile line to qualify for promotional pricing on your internet package, locking you into services you may not want or use.

Your cancellation timeline at a glance

From the moment you initiate cancellation with Videotron, expect the entire process to take 2 to 4 weeks. You must provide at least 30 days' written notice of your intent to cancel, or Videotron may hold you liable for an early-termination fee. Your services will be cut off on the effective cancellation date your agent provides. You then have 30 days from service disconnection to return all equipment, or Videotron will charge you the full replacement cost for any unreturned devices. Refunds, if applicable, are processed after equipment is received and verified by Videotron.

Acting quickly and documenting every step protects you from unexpected charges.

Your consumer rights in canada and what Videotron must respect

Canada's consumer protection framework gives you important legal rights when cancelling telecom services, and Videotron is legally required to honour them.

Key consumer protections under canadian law

Your consumer rights are protected by the Canadian Radio-television and Telecommunications Commission (CRTC) regulations and provincial consumer protection legislation. Under CRTC rules, telecommunications companies must provide you with clear, upfront disclosure of all key terms: the contract length, the promotional pricing period, the regular price after promotion ends, all mandatory bundling requirements, and early-termination fees.

If Videotron failed to give you this information in writing before you signed, you have grounds to cancel without penalty, even outside any standard cooling-off period.

Most telecom contracts in Canada include a 15-day satisfaction guarantee. This means that if you cancel within 15 days of service activation, you are entitled to a refund of your equipment fees and the prorated portion of your first month's charges. If Videotron tries to charge you an early-termination fee within this window, they are breaking the law.

If your promotional pricing was misrepresented, if mandatory fees were hidden in fine print, or if Videotron failed to disclose that bundling was required, you have the right to cancel without penalty. Your legal position is straightforward: telecommunications companies must be transparent, or you can walk away.

What to do if Videotron refuses to honour your cancellation

If Videotron disputes your cancellation request, charges you an early-termination fee you believe is illegal, or refuses to process a refund you're entitled to, you have escalation options.

First, file a formal complaint with Videotron in writing (see the address at the end of this guide). Request a written response within 14 days. Keep copies of everything: your original contract, all emails, screenshots of promotional offers, and records of your phone calls with Videotron.

If Videotron doesn't resolve your complaint within 14 days, escalate to your provincial consumer protection authority. In Quebec, contact the Office de la protection du consommateur (OPC) at 1-800-463-2463 or visit opc.gouv.qc.ca. In Ontario, contact ServiceOntario Consumer Protection Act Helpline at 1-800-889-9768. In other provinces, contact your provincial consumer protection office. These agencies have the power to compel Videotron to honour your rights and award compensation.

You can also file a complaint with the CRTC if your issue involves telecom-specific regulation violations. Visit crtc.gc.ca to file a formal complaint.

Remember: you have legal backing. Companies like Videotron count on customers not knowing this.

How to cancel Videotron step by step

Follow this process to cancel Videotron cleanly and minimize the risk of unexpected charges or service holds.

Step 1: review your contract before you call

Before you contact Videotron, gather your account information and review your contract.

• Log into your Videotron account online or find your most recent billing statement
• Note your contract end date, your current promotional rate, and what your regular rate will be after renewal
• List all services you currently have: internet speed tier, television package, mobile line, and any equipment rental fees
• Check for any early-termination fees listed in your contract or terms of service
• Take screenshots of your promotional offer if you can find it online

This information will help you understand whether you qualify for penalty-free cancellation and will give you ammunition if Videotron tries to hold you to early-termination fees illegally.

Step 2: contact Videotron and request written confirmation

You must submit a formal cancellation request to Videotron in writing. Calling customer service is a first step, but you need written documentation to protect yourself.

1. Call Videotron customer service at 1-888-VIDEOTRON (1-888-843-3876) and request to cancel your account. Have your account number and contract details ready.
2. Tell the agent exactly which services you want to cancel (internet, TV, mobile, or all of them) and when you want the cancellation effective.
3. Ask the agent for:
   • Your final bill amount
   • The effective cancellation date
   • The name and employee ID of the agent handling your request
   • A confirmation number for your cancellation request
4. Take detailed notes of the call: date, time, agent name, and what was discussed.
5. Follow up immediately by sending a written cancellation request via registered mail or email (see the contact address below).

Written confirmation protects you legally. If Videotron later claims you never requested cancellation, you have proof.

Step 3: send formal written notice to Videotron

You are required to provide Videotron with at least 30 days' written notice of your cancellation. Send the following by registered mail (with proof of delivery) or by email with a read receipt:

Send to:
Videotron
Direction des relations avec la clientèle
750, rue Marcel-Laurin
Saint-Laurent, Quebec H4M 2M4
Canada

Include in your letter:

• Your full name and account number
• Your service address
• The date you want your services cancelled (at least 30 days from the date of the letter)
• A list of all services you are cancelling
• Your phone number and email address
• A brief reason for cancellation (optional but recommended)

Keep a copy of the letter and your proof of delivery. This document is your legal protection.

Step 4: set a reminder to return equipment

Videotron will contact you with instructions for returning equipment. You have 30 days from the service disconnection date to return all devices, including your modem, router, cable box, and remote controls.

1. Create a detailed inventory of all equipment you own versus rent. Check your bill to see which items are rented.
2. When you receive return instructions, ask Videotron for a prepaid shipping label or a list of in-store return locations.
3. Pack all equipment securely and include a note with your account number and name.
4. Ship via tracked delivery (Canada Post Xpresspost or similar) and keep your tracking number.
5. Check your tracking to confirm delivery and keep the proof for your records.

Returning equipment on time prevents Videotron from charging you replacement fees for devices you don't own.

Understanding your final bill and refunds

After you cancel Videotron, your final bill arrives within 2 to 3 weeks and will reflect proration and any applicable refunds.

What should appear on your final bill

Your final bill covers services used up to your effective cancellation date. Videotron will prorate your charges on a daily basis. For example, if you cancel on the 15th of the month and your monthly service cost is $100, you will owe approximately $50 for those 15 days of service.

Your final bill should also show:

• A refund for any unused promotional credit or prepaid services
• A credit for any equipment rental fees if you are entitled to a refund under the 15-day satisfaction guarantee
• A deduction for any unreturned equipment (only if you fail to return it within 30 days)
• No early-termination fee if you cancelled outside a promotional period or if Videotron failed to disclose terms clearly

Review your final bill line by line. If you see charges you don't recognize or believe are illegal, dispute them immediately in writing.

If Videotron owes you a refund

If you are entitled to a refund because you cancelled within 15 days of service activation, because promotional pricing was misrepresented, or because equipment rental fees were never properly disclosed, Videotron will typically issue a cheque within 4 to 6 weeks after receiving and verifying your returned equipment.

If you don't receive your refund within 6 weeks of submitting equipment, contact Videotron in writing and request a status update. If Videotron refuses to process a refund you believe you are entitled to, use Tocancel's guidance to escalate to your provincial consumer protection authority.

Never accept a partial refund if you believe you are owed more. Document everything and escalate if necessary.

Common mistakes that cost you money

Cancelling a telecom contract can feel intimidating, and one small mistake can cost you hundreds of dollars. Here are the pitfalls Tocancel sees most often.

Mistake 1: not providing 30 days' written notice

If you cancel verbally or fail to send written notice at least 30 days in advance, Videotron may charge you an early-termination fee or extend your contract by one month. Always send formal written notice via registered mail with proof of delivery.

Mistake 2: assuming verbal confirmation is enough

A customer service agent may confirm your cancellation over the phone, but that conversation is not legally binding. Videotron has no obligation to honour a verbal request if you don't follow up with written documentation. Send a registered letter immediately after your phone call.

Mistake 3: not returning equipment on time

You have exactly 30 days to return all rented equipment after your service ends. If even one device is late, Videotron will charge you the full replacement cost, often $100 to $300 per item. Ship equipment within the first week of cancellation to give yourself a buffer.

Mistake 4: paying an early-termination fee you don't owe

If your promotional pricing period has ended and you are in the month-to-month portion of your contract, you do not owe an early-termination fee. If Videotron charges you one anyway, refuse to pay and escalate to your provincial consumer protection authority. Tocancel has helped thousands of consumers dispute illegal fees and recover their money.

Mistake 5: not disputing incorrect charges on your final bill

Your final bill may contain errors: duplicate charges, equipment fees for items you've returned, or interest on balances. Review every line. If you see something wrong, contact Videotron in writing within 30 days and request a credit. If they refuse, escalate to your provincial authority.

What happens after your Videotron cancellation

Cancellation is not instantaneous, and several things happen in the weeks after you submit your request.

During the cancellation notice period (30 days)

Your services continue to work normally while Videotron processes your cancellation request. You will continue to pay your regular monthly bill during this period. Your promotional rate remains in effect until your effective cancellation date, so you won't see a surprise price increase.

On your effective cancellation date

Videotron will cut off your services: your internet will go down, your television will stop working, and your mobile line will stop functioning. This typically happens at midnight on the date specified in your cancellation letter.

Before this date, ensure you have a backup plan: switch to a new provider at least one week before, so you don't experience a gap in service. Ask your new provider if they offer a move-in credit or promotional pricing if you're switching from Videotron.

After service ends

You will receive cancellation confirmation and equipment return instructions by email or mail within 3 to 5 business days. You have 30 days to return all equipment. Once equipment is received and verified, your final bill will be processed.

If you are entitled to a refund, Videotron will issue a cheque within 4 to 6 weeks. If you don't receive it, contact them again in writing.

Cancellation address and contact information

Use the following address to send your formal written cancellation notice via registered mail:

Videotron
Direction des relations avec la clientèle
750, rue Marcel-Laurin
Saint-Laurent, Quebec H4M 2M4
Canada

Customer service phone: 1-888-VIDEOTRON (1-888-843-3876)

For billing disputes or refund inquiries: Include your account number and a detailed explanation of the issue in your written correspondence.

If Videotron refuses to honour your cancellation or disputes a refund:
Quebec: Office de la protection du consommateur (OPC) at 1-800-463-2463 or opc.gouv.qc.ca
Ontario: ServiceOntario Consumer Protection Act Helpline at 1-800-889-9768
CRTC (federal telecom regulator): crtc.gc.ca

Summary: your action plan for cancelling Videotron

Cancelling Videotron doesn't have to be complicated or expensive. The key is following the right process, documenting everything, and knowing your legal rights.

Your next steps:

1. Review your contract and note your contract end date and any early-termination fees
2. Call Videotron at 1-888-VIDEOTRON and request cancellation, noting the agent's name and confirmation number
3. Send formal written cancellation notice via registered mail at least 30 days before your desired cancellation date
4. Keep all proof of delivery and correspondence
5. Return all equipment within 30 days of service disconnection via tracked shipping
6. Review your final bill carefully and dispute any errors within 30 days
7. If Videotron refuses to honour your rights, escalate to your provincial consumer protection authority

Tocancel understands that cancelling a telecom contract can feel daunting, but you have more power than you think. Canada's consumer protection laws exist to protect you from unfair practices, and enforcement agencies are ready to back you up if Videotron refuses to do the right thing. By following these steps and staying organized, you can cancel Videotron cleanly, recover any refunds you're entitled to, and move to a provider that better suits your needs. Tocancel has helped thousands of consumers cancel Videotron and other telecom services without penalty. Visit Tocancel today to access cancellation templates, track your progress, and get support if you hit any obstacles along the way.