Cancel Videotron: Step-by-Step Guide

How to cancel your Videotron subscription from the philippines and stop paying for canadian internet you don't use

Why Videotron cancellations are deliberately difficult

You're in the Philippines, trying to cancel a Canadian telecom service, and there is no online cancellation button. That's frustrating-and it's exactly why Tocancel exists: to help you navigate subscription services that make cancellation deliberately difficult.

Videotron is a Montreal-based telecom provider offering home internet, TV bundles, and mobile plans across Canada. If you're holding a Videotron account from the Philippines-whether you relocated, inherited the subscription, or signed up while abroad-you've discovered the real problem: Videotron does not permit self-service cancellation. You cannot log in, click "cancel," and walk away. You must call customer service by phone.

Here's what makes this worse: Videotron's support channels are designed for Canadian customers with Canadian time zones and Canadian phone networks. The main phone line is 1-877-512-0911 (toll-free in North America only). Support hours are Monday to Friday, 8 a.m. to 7 p.m. Eastern Time, and Saturday to Sunday, 9 a.m. to 6 p.m. Eastern Time. If you're calling from the Philippines, you'll need to navigate international dialing costs, time zone differences, and potentially long hold times. Tocancel has guided thousands of subscribers through exactly this scenario, and this guide will walk you through every step.

What you're actually paying for each month

Before you cancel, you need to know exactly what service you're paying for. Videotron's pricing varies depending on your bundle, and understanding your bill is the fastest way to cancellation.

Each service line-internet, TV, mobile-is typically billed separately and must be cancelled individually. If you have a bundle, you may lose promotional discounts once you cancel one line. This is a key trap that Tocancel helps subscribers identify and avoid before they submit their cancellation request.

Your consumer rights when cancelling Videotron from the philippines

You have enforceable consumer rights even though you're cancelling a foreign service from the Philippines.

What philippine consumer law means for you

As a Philippines resident, you are protected under the Consumer Act of the Philippines (Republic Act No. 7394). This law states that all contracts-including subscription agreements-must be clear, fair, and free from deceptive practices. Your legal position is simple: Videotron cannot charge you for services you have validly cancelled. Once you submit a cancellation request through the correct channel, Videotron is legally required to stop billing you.

The Consumer Act also protects you against automatic renewal traps. If Videotron continues to bill you after you cancel, or if the company fails to provide a cancellation confirmation, you have grounds to dispute those charges. The Department of Trade and Industry (DTI) of the Philippines is the enforcement agency responsible for protecting consumer rights.

Therefore, you should always request a written cancellation confirmation from Videotron with a cancellation date and a reference number. This confirmation is your legal proof and your shield against ongoing billing.

International contract cancellation rules

Because Videotron is a Canadian company and you are cancelling from the Philippines, both Canadian and Philippine consumer protections apply to your account.

In Canada, the Canadian Radio-television and Telecommunications Commission (CRTC) requires telecom providers to allow cancellation without unreasonable barriers. However, Videotron's lack of online cancellation is a grey area that the CRTC does not fully address. This means your best leverage is not CRTC rules but your own consumer rights as a Philippines resident.

In practice, this means: you do not need to pay early termination fees if Videotron made cancellation intentionally difficult. If the company charges you an early termination fee without your explicit prior written consent, you can dispute that charge with your credit card company or bank.

How to cancel Videotron by phone and in writing

Videotron offers only one official cancellation method: phone contact with customer service, followed by written confirmation to the corporate address.

Step-by-step phone cancellation process

1. Prepare your account information before calling
   • Locate your Videotron account number (on your bill or billing email)
   • Write down the billing address associated with the account
   • List the services you want to cancel (internet, TV, mobile, or all)
   • Note any active promotional rates or bundled discounts
   • Have a pen and paper ready to record the agent's name, date, and confirmation code
2. Call Videotron customer service at 1-877-512-0911
   • Call during business hours: Monday to Friday, 8 a.m. to 7 p.m. Eastern Time, or Saturday to Sunday, 9 a.m. to 6 p.m. Eastern Time
   • Note that from the Philippines, you will dial the international access code (usually 011 from a landline or + from a mobile), then 1-877-512-0911
   • Be prepared for long hold times, especially during peak hours (weekday mornings and evenings)
   • Have your internet connection tested or have a backup phone ready in case your call drops
3. Tell the agent you want to cancel all your services or specific services
   • Say: "I would like to cancel my Videotron account effective [today's date or your preferred date]"
   • Do not be persuaded by retention offers or discounts unless you genuinely want to keep the service
   • The agent may ask why you're cancelling; you can decline to answer or simply say "I no longer need the service"
4. Ask the agent for a cancellation confirmation code and date
   • Write down the agent's name, date, time, and confirmation code
   • Ask: "When will my service end and when will billing stop?"
   • Confirm the final billing date and any outstanding charges
5. Request a cancellation confirmation email
   • Ask the agent to email you a cancellation confirmation with the date, reference number, and final billing amount
   • If the agent refuses, take careful notes of the refusal
6. Follow up with a written cancellation notice to Videotron
   • Send an email or letter to the corporate mailing address (see section "Videotron's corporate contact address for formal cancellation notices")
   • Include your account number, full name, billing address, services cancelled, and the date of your phone cancellation
   • State: "I am writing to confirm my cancellation of Videotron services as requested in my call on [date]. Please confirm receipt and provide a final billing statement."
   • Send by email if possible (faster and creates a digital record), or by registered mail if you need a hard-copy record

Written cancellation letter template

If phone cancellation is unsuccessful or you want additional proof, send this letter to Videotron's corporate address:

Subject: Formal cancellation notice for Videotron account [your account number]

Dear Videotron Customer Service,

I am writing to formally cancel my Videotron subscription services, effective immediately or [insert your preferred date]. My account number is [insert number]. The services to be cancelled are: [list internet, TV, mobile, or all].

I request that billing cease on this date and that I receive a final billing statement within 14 days. Please confirm this cancellation in writing with a reference number.

Sincerely,
[Your full name]
[Your billing address]
[Your email address]
[Your phone number]

Send this letter to Videotron's corporate address (see below). Keep a copy for your records.

When your Videotron cancellation is complete and what comes next

After you cancel, your account enters a transition period where billing may still continue until your service end date.

What happens after you cancel

Your internet, TV, or mobile service will disconnect on the cancellation date you agreed with Videotron. This usually happens within 3 to 7 business days, though it can take longer if you cancel mid-billing cycle. You should continue to have service until the agreed cancellation date; if your service cuts off early without notice, contact Videotron immediately.

You will receive a final bill from Videotron covering all charges up to your cancellation date. This final bill may include early termination fees, equipment return charges, or prorated credits. Review this bill carefully and compare it against what the agent promised on the phone.

Your modem and any rented equipment must be returned to Videotron within 30 days of cancellation. If you do not return equipment, Videotron will charge you the full replacement cost (typically $150 to $300 CAD per item). Tocancel advises you to return equipment by registered mail with tracking so you have proof of return.

Checking for unauthorized charges after cancellation

Monitor your credit card or bank account for 60 days after your cancellation date. Videotron should not charge you after your service end date. If you see any charges after cancellation, contact Videotron immediately and request a refund.

If Videotron refuses to refund the unauthorized charge, you have the right to dispute it with your credit card company or bank under their chargeback or reversal process. This is a free service and takes 30 to 60 days.

Refunds, early termination fees, and billing disputes

Videotron's refund policy varies depending on whether you cancel mid-contract or after your contract term ends.

Early termination fees: when you can avoid them

If your Videotron contract includes an early termination fee and you cancel before the contract end date, Videotron will attempt to charge this fee. Typical early termination fees range from $100 to $300 CAD, depending on your contract length and remaining term.

However, you can challenge an early termination fee if:

• Videotron made cancellation deliberately difficult (no online option, phone-only, long wait times)
• The company failed to provide clear cancellation terms at contract signing
• The fee exceeds the company's documented penalty for your contract type
• Videotron changed your service terms or raised your price without your consent

Your legal position under Philippine consumer law is that you cannot be penalized for exercising your right to cancel a service. If Videotron's cancellation process is unreasonably difficult, a court would likely find the early termination fee unenforceable. Therefore, dispute the fee with your credit card company if Videotron charges it without your explicit written consent.

Prorated refunds and equipment credits

If you cancel mid-billing cycle, Videotron should refund you the prorated portion of your monthly service fee. For example, if you pay $100 per month and cancel 15 days into a 30-day cycle, you should receive approximately $50 back.

If you purchased equipment (modem, router, or TV box) and you are returning it, Videotron will credit the return toward your final bill. This credit typically offsets equipment recovery fees.

Request a detailed final bill showing all charges, credits, and refunds. If the final bill is incorrect, contact Tocancel's cancellation support team or dispute the charges with your bank.

Common cancellation mistakes and how to avoid them

Cancelling a service from abroad is stressful, and Videotron's phone-only policy makes it easy to make costly mistakes. Here are the traps Tocancel has seen thousands of subscribers fall into:

Mistake 1: cancelling only one service in a bundle

If you have an internet and TV bundle, cancelling only internet will cause Videotron to remove your bundle discount. Your TV price will jump to the full rate, possibly doubling your bill. Always clarify with the agent whether cancelling one service affects your other services' pricing.

Mistake 2: not getting a written confirmation

A verbal cancellation is not enough. If Videotron continues to charge you after your cancellation date, you need written proof that you cancelled. Always request a confirmation email with a reference number and cancellation date.

Mistake 3: not returning equipment on time

Videotron will charge you $150 to $300 CAD per unreturned item. Mail your equipment back by registered mail within 30 days and keep the tracking number. This is not optional.

Mistake 4: accepting a retention offer without thinking

Videotron will offer you discounts, free months, or service upgrades to keep you as a customer. If you genuinely want to cancel, do not accept these offers. Once you accept, you are re-committing to a contract and restarting your early termination fee clock.

Mistake 5: not disputing unauthorized post-cancellation charges

If Videotron charges you after your cancellation date, many customers assume they have to pay. You don't. Dispute the charge with your bank or credit card company immediately. Tocancel has helped subscribers recover hundreds of dollars in unauthorized post-cancellation charges.

Cancellation checklist: your step-by-step checklist

Use this checklist to track your cancellation progress and ensure you don't miss a step:

What to do if Videotron refuses to cancel or continues charging you

If Videotron refuses your cancellation request or continues to bill you after your cancellation date, you have legal remedies.

Escalation steps if the company refuses cancellation

If Videotron customer service refuses to cancel your account, follow these steps:

1. Ask to speak with a supervisor or the cancellation department
2. Send a formal written cancellation letter to the corporate address (see below) by registered mail
3. File a complaint with the Department of Trade and Industry (DTI) of the Philippines at dti.gov.ph. DTI handles cross-border consumer disputes and can pressure Videotron to comply
4. Dispute the charges with your credit card company or bank using their dispute or chargeback process
5. Contact the Canadian Radio-television and Telecommunications Commission (CRTC) at crtc.gc.ca and file a formal complaint

Your legal position is clear: Videotron cannot refuse a valid cancellation request. If the company persists in billing you after you have submitted a written cancellation notice, the company is in violation of the Consumer Act of the Philippines. Tocancel advises you to document every communication and keep copies of all cancellation notices.

Disputing unauthorized charges with your bank

If Videotron charges you after you cancel, dispute the charge immediately with your credit card company or bank. Do not wait. Provide your bank with:

• Your cancellation confirmation email or letter
• The agent's name and date of your cancellation call
• Proof that you requested cancellation (screenshots, emails, call logs)
• The unauthorized charge on your statement

Your bank will initiate a dispute or reversal process, which typically takes 30 to 60 days. The charge will be removed from your account during the investigation. Tocancel has helped subscribers recover unauthorized charges of up to $500 CAD through this process.

Videotron's corporate contact address for formal cancellation notices

If phone cancellation does not work, send a formal written cancellation notice to this address. This creates a legal record of your cancellation request:

Videotron Inc.
Corporate Customer Service
612, Saint-Jacques Street
Montreal, Quebec H2Y 1R8
Canada

You can also try emailing Videotron's support email address if you find it on your billing statement or on the Videotron website. Send your cancellation letter by registered mail with tracking and delivery confirmation so you have proof of receipt.

Allow 10 to 14 business days for Videotron to acknowledge receipt and process your cancellation. If you do not hear back, follow up with a second letter or file a complaint with the DTI.

Key takeaways: your cancellation action plan

Cancelling Videotron from the Philippines is possible, but it requires persistence and documentation. Here is what you need to do:

Call 1-877-512-0911 and request cancellation by phone during business hours. Write down the agent's name, date, and confirmation code. Ask for a cancellation confirmation email with a reference number and cancellation date. Send a formal written cancellation letter to Videotron's corporate address in Montreal. Return all rented equipment by registered mail within 30 days. Monitor your bank account for 60 days to catch any unauthorized post-cancellation charges. If Videotron refuses to cancel or continues billing you, dispute the charges with your bank and file a complaint with the DTI of the Philippines.

Your legal rights are clear: under the Consumer Act of the Philippines, you have the right to cancel any subscription service, and Videotron cannot charge you for services after you have validly cancelled. Tocancel has helped thousands of consumers cancel subscriptions from abroad, resolve billing disputes, and recover unauthorized charges. Use this guide, follow the checklist, and take action today-your refund and your peace of mind are worth it.