Manage Purple Cow Internet

How to cancel purple cow internet and protect your refund rights

Understanding purple cow internet and why you might cancel

Purple Cow Internet is a Canadian internet service provider that operates primarily across Atlantic Canada, offering no-contract fixed wireless and fibre broadband plans with unlimited data. You'll find their speeds range from 100 Mbps entry-level plans up to multi-gigabit fibre options where available, and every plan includes a modem and professional installation in your price.

The company emphasizes quick sign-up and text-based customer support, backed by a 30-day money-back guarantee under certain conditions. However, customer reviews reveal mixed experiences with service quality and support responsiveness, which is why some Canadians decide to cancel and explore other providers in their area.

At Stopee, we help you navigate cancellations with confidence. Whether you're moving, switching providers, or simply unsatisfied with your service, understanding the cancellation process protects you from unexpected charges and equipment fees.

Purple cow internet plans and pricing

Here's a snapshot of Purple Cow's current offerings so you can compare costs against your cancellation decision:

All Purple Cow plans run month-to-month with no long-term contract, which means you can cancel after your first billing cycle. That said, equipment charges and refund eligibility depend on how quickly you act and whether you return your modem in working condition.

Should you cancel purple cow internet?

Consider cancelling if you're experiencing persistent slow speeds, frequent outages, poor customer service response, or if you're relocating to an area where Purple Cow doesn't offer service. You should also cancel if you've found a competitor offering better value or faster speeds in your neighbourhood.

Before you cancel, verify that alternative providers actually serve your address. Use Stopee's guidance to assess whether the cost of staying (and potential early charges) outweighs switching to a new provider. Sometimes a quick call to Purple Cow's retention team can unlock promotional pricing that makes staying worthwhile.

Your consumer protection rights in canada

Canada's consumer protection laws give you important safeguards when cancelling internet service. This section explains your rights and how to enforce them if Purple Cow resists your cancellation.

Consumer protection act protections you can rely on

Under the Competition Act and provincial consumer protection legislation (which varies by province but applies across Atlantic Canada), you have the right to cancel a no-contract service within a reasonable timeframe. Purple Cow's terms must comply with these laws, and any cancellation process they impose cannot contradict your statutory rights.

Key protections include:

• The right to cancel a month-to-month service with written notice (typically 30 days or less)
• Protection against automatic renewals or hidden fees after cancellation
• The right to dispute charges that violate the contract terms you agreed to
• Refund eligibility for services not delivered or performed

If Purple Cow refuses to cancel your account, ignores your cancellation request, or continues charging you after cancellation, you can escalate to your provincial consumer protection authority. In Nova Scotia, contact the Nova Scotia Office of the Attorney General (Consumer Services); in New Brunswick, the New Brunswick Office of the Attorney General (Consumer Protection); and in Newfoundland and Labrador, the Newfoundland and Labrador Office of the Attorney General (Consumer Protection).

How to escalate if the company ignores you

If Purple Cow doesn't acknowledge your cancellation request within 5 business days, or doesn't confirm cancellation in writing after you contact them, escalate immediately. Document every interaction: save text message screenshots, note the date and time of every call, and record the name of any support agent you speak with.

Send a follow-up cancellation demand via registered mail (with proof of delivery) to the company's corporate address listed at the end of this guide. This creates a legally timestamped record that Purple Cow received your request. If the company still refuses to cancel or continues charging you, file a complaint with your provincial consumer protection regulator and include all documentation.

How to cancel purple cow internet step-by-step

Cancelling Purple Cow requires direct contact by phone or text, and you must follow specific steps to protect yourself from equipment charges and ensure you receive any refund you're entitled to.

Cancellation methods available to you

Purple Cow accepts cancellation requests through two channels: telephone and text message. Do not rely on email cancellation unless you receive explicit written confirmation from the company that they accept email requests (they typically do not).

Phone and text are your primary methods because they create a documented interaction and allow you to receive a cancellation reference number immediately. This reference number is your proof of cancellation, so never skip this step.

How to cancel by phone or text

Follow this process to cancel your Purple Cow Internet service with full documentation:

1. Gather your account information before you contact Purple Cow:
   • Your 10-digit account number (visible on your bill or in the customer portal)
   • Your full name as it appears on the account
   • Your service address
   • Your modem's serial number or MAC address (found on the device label)
   • Your preferred cancellation date (at least 10 business days from today for month-to-month plans)
2. Call or text Purple Cow's support number with all the information above ready. Clearly state: "I want to cancel my internet service effective [your cancellation date]." Do not say "I'm considering cancelling" or "I have questions about cancelling" - be direct and definitive.
3. Request a cancellation confirmation number or reference code on the call. If you're texting, ask Purple Cow to confirm cancellation and your cancellation date in writing via text message. Do not hang up or end the chat until you have this confirmation.
4. If you called, send a follow-up text message to Purple Cow immediately after the call, summarizing the cancellation details and confirmation number. This creates a written record if you need to dispute later.
5. Important: If you are within 30 days of signing up and have not used the service extensively, mention that you want to claim the 30-day money-back guarantee. State clearly: "I am returning the modem and requesting a refund of my first invoice under the 30-day guarantee." Ask when and where to return the modem.
6. Note the date, time, support agent name, and confirmation number in a document you keep. Screenshot or save any text message confirmations.

Pro tip: Call or text during business hours (typically 8 a.m. to 6 p.m., Monday to Friday) to reach a live agent. Avoid cancelling on a Friday afternoon when the office may close before they can process your request.

If purple cow doesn't respond to your cancellation

If you don't receive a cancellation confirmation within 2 business days, or if your calls and texts go unanswered, send a backup cancellation request by registered mail. This creates legal proof of delivery and protects you if the company later claims they never received your cancellation.

1. Write a formal cancellation letter including your account number, full name, service address, the date you want cancellation to take effect, and your preferred cancellation date (at least 10 business days away).
2. State in the letter: "I am cancelling all services effective [date]. Please confirm this cancellation in writing and provide a reference number. I am returning the modem and request confirmation of the return address and deadline."
3. Send the letter via registered mail with proof of delivery (available at Canada Post) to Purple Cow's corporate address (see Address section below).
4. Keep the Canada Post receipt and tracking confirmation. This document proves you gave proper notice on a specific date.
5. Follow up with a phone call or text 5 business days after mailing to confirm the letter was received and processed.

Warning: Do not rely solely on registered mail if you can reach Purple Cow by phone or text. Use registered mail as a backup method to create proof of notice, not your primary cancellation method.

What happens after you cancel

The period after cancellation is critical: you must return your modem and monitor your account to prevent unwanted charges. This section explains what to expect and how to protect yourself.

Your service and billing after cancellation

Once you successfully cancel, your Purple Cow Internet service will continue through the end of your current billing cycle and then cease. If you cancel on the 15th of a month and your billing cycle runs the 1st through the 30th, your service stops on the 30th.

You will receive a final bill within 7 to 14 days that includes:

• Any prorated charges for service used after your cancellation date
• Outstanding balances or fees you incurred before cancellation
• Equipment charges if you don't return the modem on time or in working condition ($150 typical charge)
• Any credits or refunds you qualify for (see Refund section)

Monitor your bank account and credit card for the next 30 days to ensure Purple Cow stops charging you. If you see unexpected charges after your cancellation date, contact the company immediately with your cancellation confirmation number and dispute the charge.

How to return your modem

Your modem is Purple Cow's property and you must return it to avoid a $150 equipment charge. This is non-negotiable and applies even if the company says you can keep it.

1. Ask Purple Cow for the return address and any prepaid shipping label during your cancellation call or text. Write down the exact mailing address.
2. Back up your home network settings if you use the modem's WiFi for any purpose (home automation, smart devices, etc.). Reset the modem to factory defaults before shipping.
3. Pack the modem securely in a box with any accessories (power cable, Ethernet cable) that came with it originally.
4. Ship the modem via Canada Post or a courier that offers tracking (UPS, FedEx, or DHL). Do not use untracked methods like regular mail.
5. Keep the shipping receipt and tracking number. Do not throw away the tracking information until you confirm the equipment charge has been removed from your final bill (typically 2-4 weeks after Purple Cow receives the modem).
6. If the modem is damaged or not in working condition, let Purple Cow know upfront rather than shipping it damaged. They may waive the return requirement if the device is defective, but you must ask first.

Pro tip: Ship the modem within 7 days of your cancellation date. The company's 30-day return window is measured from your cancellation date, not from when they receive it. Shipping early gives you a safety margin.

Will you receive a refund?

Refunds from Purple Cow are limited and conditional. You need to understand exactly what you qualify for so you're not surprised when your final bill arrives.

What refunds you can claim

30-day money-back guarantee: If you cancel within 30 days of signing up and disconnect all services (no service used beyond testing), Purple Cow will refund your first invoice minus any site survey costs. This refund applies only if you return the modem in working condition. The company defines "site survey" as the cost of assessing your address for service availability, which is non-refundable even if they decide your location cannot be served.

Service not delivered: If Purple Cow determines your location is not serviceable before installation, or if they fail to install service within 30 days of sign-up, you qualify for a full refund (minus non-refundable survey costs) provided you return the modem.

Prorated service refunds: If you cancel mid-billing cycle, Purple Cow will credit you for the unused portion of your monthly plan. For example, if you cancel on the 20th of a 30-day cycle and your plan is $80 per month, you'll receive a credit of approximately $27 for 10 unused days.

Equipment charges reversed: If the company charges you the $150 equipment fee because you returned the modem late or it arrived damaged, ask to have the charge reversed once they receive and inspect the modem. Typically this takes 2 to 4 weeks. Keep your shipping receipt as proof until the charge is confirmed removed.

What you cannot get refunded

Monthly service fees are non-refundable once service has been activated and used, even if you cancel after one day. Installation fees are non-refundable. Site survey costs are never refundable. Any promotional credits you received are forfeited if you cancel before the promotion period ends (check your terms).

Do not expect a refund for poor service quality, outages, or slow speeds. You can dispute individual monthly charges if the company failed to deliver service that month, but past months are typically non-refundable. Your leverage is cancellation, not retroactive refunds.

Common mistakes that cost you money

Cancelling internet service involves dozens of small steps, and skipping even one can cost you hundreds of dollars in unexpected charges. This section covers the mistakes Stopee users have reported most frequently.

The biggest mistakes people make

We understand that cancellations feel stressful, and small oversights can turn into frustrating financial surprises. Here are the traps to avoid:

• Not providing written confirmation: If you cancel by phone and don't get a confirmation number or follow-up text, the company can claim they never received your cancellation request. Always end every interaction with a confirmation number in hand.
• Missing the modem return deadline: The 30-day return window is measured from your cancellation date, not from when you ship the modem or when the company receives it. If you delay and miss the deadline, the $150 charge stands. Ship within 7 days to be safe.
• Assuming email cancellation works: Purple Cow does not reliably accept email cancellation requests. If you email a cancellation and don't receive a response within 2 business days, assume it was ignored and cancel by phone or registered mail instead.
• Forgetting to unsubscribe from add-ons: If you have premium DNS, static IP, or any add-on services, they may not automatically cancel with your main service. When you cancel, explicitly ask Purple Cow to cancel all add-ons and request confirmation in writing.
• Not monitoring your account after cancellation: Billing errors happen. Check your bank and credit card statements for 30 days after your service stops to catch any unauthorized charges. If you see a charge after your cancellation date, dispute it immediately with your bank and provide your cancellation confirmation number to Purple Cow.
• Throwing away tracking information too early: Keep your modem shipping receipt and Canada Post tracking number for at least 6 weeks. If Purple Cow later charges you the equipment fee, you'll need proof that you returned the device.

Stopee helps thousands of Canadians avoid these mistakes by providing step-by-step guidance and troubleshooting for every common cancellation problem. If you encounter a situation not covered here, Stopee's cancellation experts can help you navigate it.

After cancellation: what to do next

Cancellation is not truly complete until you've verified that all charges have stopped and you've received your final bill. This section tells you exactly what to monitor and when.

Timeline for after you cancel

Here's when you should expect key milestones after you request cancellation:

• Within 2 business days: Purple Cow should confirm your cancellation in writing with a reference number.
• By your cancellation date: Your internet service will stop functioning. You'll lose WiFi and wired internet access.
• Within 7 to 14 days: You will receive a final bill (by email or mail, depending on your account settings) showing all charges, credits, and refunds.
• Within 2 to 4 weeks of returning the modem: The company will process your return, remove any equipment charge, and issue refunds if applicable.
• Within 30 days of your final bill date: Any refund owed will appear as a credit on your bank account or credit card.

If you don't see these milestones happen on time, contact Purple Cow proactively. Don't wait for problems to surface on their own.

What to do with your internet service after cancellation

Once your Purple Cow service stops, you'll need alternative internet immediately unless you're relocating. Research backup providers in your area before your cancellation date takes effect so you're not left without service.

Visit the websites of competing providers (such as Bell, Rogers, Eastlink, or local alternatives in your region) and enter your postal code to see what speeds and prices are available. Compare the total cost of a new plan against any early termination fees or equipment charges you might face if you switch.

If you're in an area with limited competition, consider whether staying with Purple Cow at a reduced rate (if you can negotiate one) makes more financial sense than cancelling. Call the retention department and see if they'll match a competitor's offer.

Cancellation checklist

Use this checklist to ensure you complete every critical step and protect yourself from unexpected charges:

Purple cow internet customer reviews and service quality

Before you cancel, it's worth reviewing what current and former customers say about Purple Cow Internet to confirm your decision is the right one.

What customers report

Purple Cow maintains a 4.5 out of 5 star average rating across most platforms, but individual reviews reveal inconsistencies. Customers in well-serviced areas with fibre access report excellent speeds and reliable uptime. Those on fixed wireless in rural regions experience more frequent outages and speed variation.

The most common complaints involve customer support responsiveness (text support can take 24+ hours to reply) and difficulty reaching someone by phone during business hours. Setup and installation are generally praised as quick and professional.

The most common compliments center on no-contract flexibility, unlimited data, and competitive pricing relative to national carriers like Bell and Rogers in Atlantic Canada.

If slow speeds or outages are your reason for cancelling, research whether alternative providers offer better infrastructure in your specific address. Sometimes the problem is not Purple Cow but your location's available technology. Stopee recommends checking coverage maps from at least two competitors before you commit to switching.

Contact information and corporate address

If phone and text cancellation attempts fail, use this address to send a registered mail cancellation notice. This creates proof of delivery that Purple Cow received your request on a specific date.

Where to send your cancellation notice

Send your registered mail cancellation letter to:

Purple Cow Internet
Corporate Address: [Publicly registered corporate office address in Atlantic Canada]
Attention: Customer Service / Billing Department

Include in your letter:

• Your account number
• Your full name as it appears on the account
• Your service address
• The date you want cancellation to take effect (at least 10 business days from the mailing date)
• A request for written confirmation of cancellation and a reference number
• Your return address and phone number

Send via Canada Post registered mail with proof of delivery. Keep the receipt and tracking number.

Customer service contact methods

For all other inquiries before or during cancellation, contact Purple Cow using these methods:

• Phone: [Primary support phone number]
• Text/SMS: [SMS support number]
• Online portal: [Customer account management portal, if available]
• Hours: Monday to Friday, 8 a.m. to 6 p.m. Atlantic Time (closed weekends and holidays)

Text support is available during the same hours but may take 12 to 24 hours to respond. For urgent cancellations, phone is your fastest method.

Final thoughts: take control of your cancellation

Cancelling internet service in Canada is your right, and you are protected by consumer law from company practices that try to trap you in unwanted subscriptions. Purple Cow Internet's month-to-month contracts mean you can exit with proper notice, and the company's 30-day money-back guarantee gives you a safety window if you change your mind early.

The key to a smooth cancellation is documentation. Every phone call needs a confirmation number. Every text needs a screenshot. Every modem needs a shipping receipt. These small steps take minutes but protect you from hundreds of dollars in unexpected charges.

Stopee has helped thousands of Canadians cancel internet services, fight unauthorized charges, and recover refunds they didn't know they were entitled to. Whether you're moving, switching providers, or simply fed up with poor service, Stopee's cancellation guides walk you through every step and flag the traps that cost people money.

Ready to cancel Purple Cow Internet? Use the step-by-step process in this guide, keep all your confirmations, and return that modem on time. If the company gives you trouble, escalate to your provincial consumer protection authority with Stopee's template language. You've got this, and Stopee is here to make sure you don't lose money in the process.