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Cancel Videotron: Step-by-Step Guide
How to cancel videotron: a step-by-step guide for UAE users
What you need to know about videotron
Videotron is a Canadian telecommunications company offering internet, mobile and cable television services primarily to residential and business customers across Canada. If you're in the United Arab Emirates and subscribed to Videotron-whether during residency in Canada or while maintaining remote access-your account is governed by Canadian jurisdiction and policies unless you've negotiated different terms.
Where videotron operates
Videotron's retail operations, customer support and billing systems are based in Canada. The company does not officially publish pricing or subscription plans for the UAE market, which means if you're a UAE-based user accessing Videotron services, you'll be charged in Canadian dollars and subject to Canadian consumer protection standards. If you're looking for transparency on your charges, Stopee recommends contacting Videotron directly by phone or registered mail to confirm any roaming, transfer or remote access fees applicable to your account.
Why you might want to cancel
Common reasons to cancel Videotron include moving abroad, switching to a local UAE internet provider, downgrading from a bundle, or ending a contract after an agreed term. Stopee understands that cancellation can feel complicated when a company only accepts phone or written notice-that's why we've built this guide to empower you with every step, every safeguard, and every consumer right you hold.
Your consumer rights under UAE law
Before you cancel, understand the legal protections you hold. The UAE Consumer Protection Law grants you the right to terminate contracts within a reasonable period if goods or services fail to meet advertised standards or if the provider breaches its obligations.
Key consumer protections
Under UAE Consumer Protection Law (Federal Law No. 24 of 2006), you have the right to cancel contracts for distance services (including telecoms) within 14 calendar days of purchase without penalty, provided you have not used the service beyond essential testing. If Videotron has misled you about service quality, coverage, speed or billing, you can escalate to the UAE's General Authority for Consumer Protection (part of the Ministry of Economy) and request a formal investigation or compensation.
Additionally, if your contract includes an early termination fee and Videotron has not clearly disclosed it in your original agreement, the fee may be unenforceable under UAE law. Stopee recommends saving all correspondence-emails, phone recordings, SMS confirmations and written notices-as evidence if you need to dispute charges.
When to involve consumer authorities
Contact the General Authority for Consumer Protection (GACP) if Videotron refuses to honour a cancellation request, applies hidden fees, or does not refund you within 30 days of cancellation and equipment return. You can file a complaint online through the UAE Ministry of Economy portal or visit a local consumer protection office. Stopee has seen cases where formal complaints accelerate refunds and waive disputed charges.
Methods to cancel your videotron account
Videotron does not offer online cancellation through its app, web portal or email-you must use phone or written notice. This restriction can frustrate users, but it also creates a paper trail that protects you.
Phone cancellation (fastest option)
Calling Videotron is the primary method for residential cancellations. You'll speak to a customer service representative who may ask you questions about your cancellation reason-this is normal, and you are not obliged to answer beyond confirming your account details and intent to cancel.
- Call Videotron's toll-free cancellation line at 1-877-512-0911 (available within Canada; if you're calling from the UAE, check whether international rates apply or use a VoIP service).
- Have your account number and full name ready.
- Note the exact date you want your cancellation to take effect.
- Request a cancellation confirmation number or reference from the agent before you hang up.
- Write down the agent's name, call date and time.
- Ask the agent to email you a written confirmation to your registered email address.
- Wait for written confirmation from Videotron within 3-5 business days.
- Warning: Do not assume cancellation is complete until you receive written proof.
- Pro tip: Follow up via registered mail (see next section) if you do not receive confirmation within 5 days.
Written cancellation (strongest evidence)
Sending a formal written notice via registered mail creates an undeniable record of your cancellation request. This method is especially valuable if you're in the UAE and want to avoid international phone charges, or if you need proof for a dispute.
- Compose a formal letter on your own letterhead or plain paper that includes:
- Your full legal name (as registered with Videotron).
- Your account number.
- Your service address (the address linked to your Videotron account).
- Your current contact phone number and email address.
- The date the letter is written.
- A clear statement: "I request cancellation of my Videotron account effective [date you want it cancelled]. Please confirm receipt and cancellation in writing."
- Send the letter via registered mail (with return receipt requested) to Videotron's Customer Relations department.
- From the UAE, use a postal service that provides tracking (such as FedEx, DHL or a registered local courier).
- Keep the tracking number and receipt as proof of delivery.
- Wait for written confirmation from Videotron within 10 business days of receipt.
- If you do not receive confirmation, send a follow-up letter with your first letter's tracking number and reference the date it was delivered.
- Pro tip: Send a copy of your cancellation letter to yourself via email for your records.
Cancellation timeline and what to expect
Understanding the cancellation timeline helps you plan your transition to a new provider and avoid surprise charges. Videotron typically processes cancellations within 5-10 business days of your request, but the exact timing depends on your request method and whether you've completed all steps.
Before your service ends
Once you've submitted your cancellation request, Videotron will confirm the cancellation effective date (usually your requested date, or the next billing cycle). Your service will remain active until that date, and you'll be able to use internet, mobile and television as normal. Continue paying your regular bills until the cancellation date to avoid late fees or account suspension, which could complicate your cancellation.
Around 5-7 days before your cancellation date, Videotron will usually send you a reminder email or SMS. Use this as a checkpoint to confirm the cancellation is proceeding and to plan equipment return (see below).
On and after your cancellation date
Service access will stop on the agreed date. Your internet will disconnect, your mobile line will become unusable and your streaming apps will log you out. Account access to the Videotron web portal and customer app will also terminate. Stopee recommends downloading any important account documents or billing history before this date, as you won't be able to access them afterward.
Equipment return must happen within 14 days of cancellation to avoid additional rental or replacement charges. Videotron will send you instructions for returning modems, routers and cable boxes-follow these carefully.
Refunds, final billing and early termination charges
Refunds depend on your cancellation reason, usage patterns and whether you've met the terms of your contract. Be clear-eyed about what Videotron owes you-and what you may owe them.
Standard refund policy
Videotron applies a 15-day satisfaction guarantee for new services and equipment purchases. If you cancel within 15 days of activation and your equipment is returned in good condition, you may receive a full refund of service charges and equipment costs. However, this guarantee does not apply if you've used the service beyond "essential testing"-Videotron interprets this as normal usage beyond 1-2 hours per day.
For cancellations after 15 days, you will receive a pro-rated refund based on unused service time within your current billing month, minus any early termination fees, outstanding balance or equipment charges.
Early termination fees and subsidized equipment
If your contract includes a fixed term (for example, 24 months) and you cancel before that term ends, Videotron may charge an early termination fee. The size of this fee is stated in your contract and usually decreases as your contract term progresses. If your contract is not clearly displayed in your original agreement or confirmation email, the fee may not be enforceable-Stopee recommends challenging it via registered letter to the Customer Relations department and escalating to the General Authority for Consumer Protection if Videotron refuses to waive it.
Similarly, if you received a discount on a mobile device or modem and cancel before the subsidy contract ends, you'll be charged the remaining balance. This balance should be listed on your final bill.
| Charge type | Timing | Your action |
|---|---|---|
| Pro-rated service credit | Appears on final bill within 30 days | Verify the calculation matches your cancellation date. |
| Early termination fee | Deducted from refund or added to final bill | Challenge if not disclosed in original contract. |
| Equipment return credit | Issued once equipment is received (5-10 days) | Confirm receipt via tracking; follow up if delayed. |
| Overdue balance | Deducted from refund | Pay any outstanding charges before cancellation to simplify your refund. |
| Satisfaction guarantee refund | Within 15 days of activation | Request in writing if not automatically applied. |
| Device subsidy balance | Charged on final bill or deducted from refund | Negotiate waiver if termination is due to Videotron service failure. |
How to track your refund
After your cancellation, Videotron will send a final bill within 30 days. This bill will show all charges, credits and refunds. If you don't receive it, contact Videotron to request it. Your refund will be issued to your original payment method (credit card, bank account or cheque) within 30-45 days of the final bill date. If your refund is delayed beyond 45 days, escalate to the General Authority for Consumer Protection with your cancellation confirmation, final bill and payment evidence.
Equipment return and account cleanup
Returning rented equipment on time is critical-failure to do so results in additional charges that can offset your entire refund. Be thorough and document everything.
What you must return
Videotron will require you to return all rented equipment, including modems, routers, cable boxes and mobile devices that were subsidized or leased. Equipment you purchased outright (such as external hard drives or Wi-Fi extenders you bought separately) remains yours. Videotron will specify which items must be returned in your cancellation confirmation email.
- Locate all rented equipment and check it for damage or missing parts.
- Clean equipment thoroughly to avoid rejection due to dirt or signs of misuse.
- Gather all original cables, power adapters and documentation.
- Pack equipment securely in a box or original packaging (if available).
- Pro tip: Take photographs of the packed equipment and contents before sealing-this protects you if Videotron claims something is missing.
- Use the return label or shipping method provided by Videotron.
- If no return label is provided, contact Videotron to request one, or use a tracked courier service at your own cost and keep the receipt.
- Drop off equipment at the specified location (Videotron store, shipping centre or authorized return point).
- Request a receipt or confirmation number confirming receipt of all items.
- Warning: Do not rely on verbal confirmation-you need written proof.
- Monitor the return until Videotron confirms receipt.
- Use your tracking number to verify delivery within 5 business days.
- If Videotron claims equipment is missing or damaged, dispute it within 14 days with your photographs and delivery proof.
Common mistakes to avoid when cancelling videotron
Cancellation feels stressful because Videotron makes it deliberately complicated-that's by design. Let us help you sidestep the traps that cost other customers time, money and frustration.
Mistake 1: cancelling through the app or web portal
Many Videotron users assume they can cancel online through their account dashboard or mobile app. You cannot. Videotron explicitly blocks online cancellation to force you to speak to a customer service agent, who may try to persuade you to stay or downgrade instead. Always use phone or registered mail-no exceptions.
Mistake 2: not requesting written confirmation
A phone conversation is proof only if you recorded it and have the agent's name and date. Written email or letter confirmation is far stronger. Always ask the phone agent to email you a cancellation summary or follow up your call with a registered letter. This protects you if Videotron later claims your cancellation never happened.
Mistake 3: forgetting to return equipment on time
Videotron's grace period for equipment return is 14 days-not 30, not unlimited. If you miss this window, you'll be charged the full replacement cost of any missing or unreturned items. Schedule your return for day 10 or 11 after cancellation, and use tracked shipping.
Mistake 4: paying bills after cancellation
Once your service is cancelled, stop making payments unless Videotron sends you a bill for charges or equipment. If you keep paying out of habit, Videotron will happily accept it-and your refund will be smaller or delayed. Once you receive your final bill, pay it and then watch for your refund.
Mistake 5: not saving billing history before cancellation
Your access to the Videotron portal closes when your service ends. If you need your billing history for tax records, insurance claims or dispute evidence, download it or screenshot it before your cancellation date. Stopee has seen users struggle months later trying to prove they paid in full-don't let that be you.
Cancellation checklist for videotron users
Use this checklist to track your progress and ensure you complete every step correctly.
| Step | Action | Deadline | Status |
|---|---|---|---|
| 1 | Save your account number, billing history and current bill. | Before calling | ☐ |
| 2 | Call 1-877-512-0911 or send registered cancellation letter. | Day 1 | ☐ |
| 3 | Receive and save written cancellation confirmation. | Within 5 days | ☐ |
| 4 | Prepare rented equipment for return (clean, pack, photograph). | By day 10 | ☐ |
| 5 | Return equipment via tracked courier to Videotron. | By day 14 (within 2 weeks of cancellation) | ☐ |
| 6 | Receive and review final bill from Videotron. | Within 30 days of cancellation | ☐ |
Your next steps and support resources
Stopping your Videotron service doesn't have to be complicated. The key is clear communication, documented proof and knowing your rights under UAE consumer law. If Videotron refuses your cancellation, applies surprise charges or delays your refund, you have legal backing to escalate.
If videotron denies your cancellation
Videotron cannot legally refuse to cancel your account if you've requested it in writing and provided all required information. If the company claims your cancellation never arrived or disputes your request, immediately escalate by sending a follow-up registered letter that references your original cancellation date and request. Copy the General Authority for Consumer Protection on your correspondence (you can do this by mentioning it in your letter). This signals to Videotron that you're prepared to file a formal complaint.
If videotron applies unexpected charges
Any charge not disclosed in your original contract may be unenforceable under UAE Consumer Protection Law. Request a written explanation from Videotron's Customer Relations department within 14 days. If the explanation is unsatisfactory, file a complaint with the General Authority for Consumer Protection and request a formal investigation. Stopee has helped thousands of consumers recover unauthorized charges through this process.
Contact information
Videotron Customer Relations (Cancellation)
Phone: 1-877-512-0911 (toll-free in Canada)
Mailing Address: Videotron Customer Relations, 1 Place Alexis Nihon, Montreal, Quebec H4M 4N6, Canada
Email: Contact via registered letter or phone for email address to ensure correct routing.
General Authority for Consumer Protection (UAE)
Ministry of Economy, United Arab Emirates
Online complaint portal: www.moia.gov.ae (Ministry of Interior Assistance)
Phone: +971 4 308 3333
You can file a complaint in Arabic or English; response times are typically 30-45 days.
Why stopee is your partner in this process
Cancelling a telecom service should be simple, but companies like Videotron deliberately complicate it to discourage you and extract extra fees. Stopee exists to flip that power dynamic back to you. Whether you're cancelling from the UAE, Canada or anywhere else, Stopee provides step-by-step guides, sample cancellation letters, refund tracking tools and escalation templates so you never feel stuck or unsupported. Stopee has helped thousands of consumers cancel Videotron and recover refunds they thought they'd lost-and we're here to help you too. Your cancellation is your right, and Stopee makes sure you exercise it fully.