Manage Videotron

How to cancel videotron and avoid hidden charges or equipment fees

What videotron is and why you might want to leave

Videotron is a major Canadian telecommunications provider offering internet, mobile, television, and equipment rental services across Quebec and parts of Canada. The company bundles plans together - meaning you often need to sign up for multiple services to unlock promotional pricing - and many of their offers come with eligibility conditions or device commitments that can trap you into longer contracts than you expect.

If you're considering cancellation, you're not alone. Customers cancel for reasons ranging from high renewal rates after promotional periods end, to frustration with equipment rental fees, to switching to a competitor with better value. Whatever your reason, Stopee is here to walk you through the process step by step so you can exit cleanly without surprises on your final bill.

Common reasons to cancel videotron

Promotional pricing often expires after 12 or 24 months, and your bill jumps significantly when your contract renewal date arrives. Equipment rental fees stack up over time and can cost hundreds of dollars annually for cable boxes, modems, and routers you don't own. Mobile plans that seemed affordable lock you into bundling requirements, forcing you to maintain services you don't use. And if you've found a competitor offering better speeds, faster customer service, or transparent pricing, staying with Videotron no longer makes financial sense.

Stopee's role is to ensure you understand your exit rights and follow the correct steps so you don't accidentally extend your contract or get hit with early-termination fees.

Your cancellation timeline at a glance

From the moment you call Videotron to request cancellation, the entire process typically takes 2 to 4 weeks. Your services end on the effective cancellation date the agent provides - usually 30 days from your call, depending on your contract. Equipment must be returned within 30 days of cancellation, or you'll be charged the full replacement cost. Refunds, if applicable, are processed after equipment is received and verified.

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Your consumer rights in canada and what they mean for you

Canada's consumer protection framework - including the Consumer Protection Act and telecom-specific regulations - gives you important legal grounds to cancel without penalty under certain conditions.

Key consumer protections for telecom services

Under the Canadian Radio-television and Telecommunications Commission (CRTC) regulations and provincial consumer protection laws, you have the right to cancel a contract within a cooling-off period if you were not given clear disclosure of key terms. Most telecommunications contracts include a 15-day satisfaction guarantee: if you cancel within 15 days of service activation, you may receive a refund of equipment fees and monthly charges, subject to the terms in your specific contract.

If Videotron has misrepresented pricing, hidden mandatory bundling requirements, or failed to disclose early-termination fees clearly, you may have grounds to cancel without penalty even outside the 15-day window. Stopee recommends documenting all communications with Videotron - save emails, note call times and agent names, and take screenshots of any promotional offers - so you have evidence if you need to escalate a dispute.

If Videotron refuses to honour your cancellation request or disputes a refund, you can file a complaint with your provincial consumer protection authority or the CRTC. In Quebec, contact the Office de la protection du consommateur (OPC). In Ontario, contact ServiceOntario Consumer Protection Act Helpline. These agencies have the power to compel Videotron to honour consumer rights and award compensation.

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How to cancel videotron: step-by-step instructions

Videotron does not allow self-service cancellation through its online portal or mobile app - you must initiate the process by phone and follow up in writing if needed.

Phone cancellation: the primary method

1. Call Videotron customer service at 1-877-512-0911 during business hours (Monday to Friday, 8 a.m. to 8 p.m., Saturday 9 a.m. to 5 p.m., Eastern Time).
   • Have your account number ready - it's on your bill or in your online account portal.
   • Be prepared to wait; call volumes are typically highest on Mondays and Thursdays.
2. Tell the agent clearly: "I want to cancel my Videotron account" and provide your account number.
   • The agent may offer you a retention deal or discounted renewal. Decline politely if you're certain you want to leave; retention offers are often temporary and will revert to full price after 3 to 6 months.
3. Request and write down the following information before you hang up:
   • A cancellation reference number (essential for tracking).
   • The effective cancellation date (when your services will stop).
   • The final invoice amount and any outstanding balances.
   • Instructions for returning rented equipment and the 30-day deadline.
   • Details on any refunds you're entitled to and the timeline for processing them.
4. Confirm how refunds will be issued: by cheque, credit to your bank account, or credit card refund.
   • Pro tip: Ask the agent to note in your account that you have completed this call and are cancelling, so if you call back, you don't have to repeat the process.
5. Send an email to Videotron's customer relations department (contact address below) summarizing the call: agent name, call time, cancellation reference number, and effective date.
   • Keep a copy of this email for your records.

Written cancellation: if the phone method fails

Warning: If Videotron refuses to cancel by phone, or if the agent doesn't provide a cancellation reference number, you must escalate by mail to protect your consumer rights and create a paper trail.

1. Compose a formal letter stating your request to cancel, including:
   • Your full name, account number, and service address.
   • The effective cancellation date you agreed to on the phone (if applicable).
   • A request for written confirmation of cancellation and your final invoice amount.
   • A reference to the cancellation phone call (date, time, agent name, if available).
2. Send the letter by Canada Post registered mail (lettre recommandée avec accusé de réception) to:
   • Videotron Customer Relations Department
     612 Saint-Jacques Street
     Montreal, Quebec H2Y 1L7
     Canada
3. Keep the Canada Post receipt and a copy of your letter.
   • Pro tip: Take a photo of both sides of the Canada Post receipt and the letter before sending, so you have proof of the mailing date and content.
4. Expect a response within 10 to 15 business days. If Videotron does not acknowledge your cancellation request, follow up by phone and reference the registered letter.
   • If Videotron still refuses, contact your provincial consumer protection authority or the CRTC with your documentation.

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Videotron's pricing: understanding what you're paying for

Videotron's promotional rates are attractive on paper, but they often expire and jump significantly at renewal - a major reason customers cancel. Here's what you're likely paying.

Current videotron plans and costs

Critical insight: Many Videotron customers discover too late that the quoted promotional price does not include equipment rental fees. A $35/month mobile plan becomes $55/month once you add a modem rental and router rental. At renewal, the promotional rate disappears and the price jumps to $65-$85/month before taxes. This is the primary trigger for cancellation.

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What happens to your service and billing after you cancel

Cancellation is a process, not an instant shutdown - and understanding the timeline protects you from unexpected charges.

Service termination and access loss

On the effective cancellation date provided by your agent, your internet access, mobile service, and TV service stop. Videotron may disable your account immediately or at the end of your current billing cycle - the agent will clarify which applies to you. Your TV apps (such as the Videotron TV app or third-party apps) will lose access. Your phone number may be ported to a new carrier if you've arranged it, or it may be released.

Pro tip: If you're switching to another provider, arrange a porting date with your new carrier before you call Videotron. This prevents service gaps and ensures your phone number transfers smoothly.

Your final bill and what it includes

Videotron generates a final invoice after your cancellation date. This bill includes:

• Outstanding charges from the current billing period (prorated if you cancel mid-cycle).
• Any early-termination fees if your contract includes them (typically $100-$300 per service).
• Outstanding device payment balances if you financed a phone or modem through Videotron.
• Equipment rental fees up to the cancellation date.
• Applicable taxes on all amounts above.

You'll receive this final bill by email or postal mail within 7 to 10 business days of cancellation. Review it carefully and check it against the final amount the agent quoted during your cancellation call. If you spot discrepancies - such as early-termination fees you weren't told about, or equipment charges after you've returned gear - contact Videotron immediately and reference your cancellation reference number.

Equipment return and the 30-day deadline

Videotron rents equipment to you; you do not own cable boxes, modems, routers, or TV receivers. You must return all rented equipment within 30 days of your cancellation date, or Videotron will charge you the full replacement cost (typically $200-$400 per item). This is the most common hidden charge that customers face.

1. Call Videotron at 1-877-512-0911 and ask for equipment return instructions.
   • The agent will provide either a prepaid return label (if shipping) or a local drop-off address.
2. Pack all equipment securely in its original packaging if available.
   • Include the modem, router, power supplies, cables, and any remote controls.
   • Take a photo of the packed items before sealing.
3. Ship or drop off the equipment and obtain proof of receipt or tracking number.
   • If mailing, use Canada Post or a tracked courier (UPS, FedEx) so you can confirm delivery.
   • Pro tip: Request an email confirmation of receipt from Videotron once equipment arrives at their facility. This protects you if Videotron later claims equipment was not returned.
4. Keep all shipping receipts and tracking numbers until you receive confirmation that Videotron has accepted the returned equipment.
   • Do not discard these documents for at least 60 days after return.

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Refunds and what you can expect to receive

Videotron's refund policy is conditional, and understanding what you're eligible for prevents disappointment.

The 15-day satisfaction guarantee

If you activated a Videotron service (internet, TV, or mobile) within the last 15 days, you may cancel and receive a refund of activation fees, equipment charges, and prorated monthly fees. This guarantee applies only if you cancel within 15 days of the service start date. Read your contract carefully - some plans exclude certain fees or impose restocking charges on returned equipment.

To qualify for this refund:

• Cancel within 15 days of activation.
• Return all rented equipment in original condition within the specified timeframe.
• Pay any applicable restocking fees if your contract includes them.

Retail accessories and returned merchandise

If you purchased unopened mobile accessories (cases, chargers, screen protectors) from Videotron's retail store, you may return them within 15 days for a refund or exchange. Opened items may be returned only if they are in "like-new" condition in original packaging - opened headphones or installed screen protectors are typically non-returnable. Videotron previously offered a 30-day money-back guarantee, but that policy is outdated and no longer applies.

Refunds after cancellation

If your final bill shows a credit balance after all charges and equipment returns are processed, Videotron will automatically issue a refund only if the amount exceeds $5 CAD. Refunds under $5 must be requested in writing. Videotron typically processes refunds within 5 to 10 business days if paying by cheque, or 2 to 3 business days if issuing a credit card or bank transfer refund.

Pro tip: If you're owed a refund, request it in writing immediately after you receive your final bill. Keep a copy of your request. If Videotron doesn't process the refund within the stated timeline, escalate to your provincial consumer protection authority.

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Common mistakes customers make when cancelling videotron

Cancellation can feel stressful, especially when you're managing a tight timeline or worried about unexpected fees. These mistakes are avoidable if you know what to watch for.

Mistake 1: assuming you can cancel online

Videotron's website and mobile app do not offer a self-service cancellation option. Many customers spend 20 to 30 minutes looking for a "cancel account" button online, then give up or assume their account is still active. You must call 1-877-512-0911 to initiate cancellation. There is no alternative.

Mistake 2: accepting the first offer without clarification

Retention specialists are trained to offer discounted renewal rates, loyalty credits, or service upgrades to convince you to stay. These offers are always temporary - your rate will revert to full price after 3 to 6 months. If you've already decided to cancel, politely decline and stay firm. If you're tempted by a discount, ask the agent to send you the offer in writing with the renewal terms, early-termination fees, and the exact expiration date. Most retention offers disappear if you ask for written confirmation, revealing that they're not genuine value.

Mistake 3: not writing down your cancellation reference number

Your cancellation reference number is your proof that you requested cancellation. If Videotron disputes whether you ever called, or if your account gets reactivated, this number is your protection. Write it down during the call and ask the agent to confirm it back to you.

Mistake 4: ignoring the 30-day equipment return deadline

One single day after the 30-day deadline, Videotron charges you $200-$400 per item for "unreturned equipment." Customers often miss this deadline because they assume their cancellation is final and don't prioritize returning gear. Return equipment immediately - do not wait until the deadline is close.

Mistake 5: cancelling mid-contract without checking early-termination fees

If your contract has a locked-in term (12, 24, or 36 months) and you cancel before the term ends, Videotron may charge an early-termination fee of $100-$300 per service. Before you call to cancel, review your contract or call Videotron and ask: "What early-termination fees will apply if I cancel today?" If the fees are high, you may be better off waiting until your contract ends, or negotiating a fee waiver. Stopee helps you weigh these options so you make an informed decision.

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Checklist: everything you need to do before, during, and after cancellation

Use this checklist to stay organized and avoid missing critical steps.

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When to escalate and how to file a consumer complaint

If Videotron refuses to honour your cancellation request, disputes a refund, or charges you for unreturned equipment after you've proven it was sent back, you have legal recourse through government consumer protection agencies.

Document everything before escalating

Gather and organize the following before you file a complaint:

• Your cancellation reference number and call date/time.
• Names or employee IDs of any agents you spoke with.
• Screenshots of any promotional offers or pricing representations.
• Your contract or service agreement.
• Your final invoice and any dispute letters you've sent.
• Proof of equipment return (shipping receipts, tracking numbers, delivery confirmation).
• Copies of all emails to and from Videotron.

File a complaint with your provincial authority

In Quebec: Contact the Office de la protection du consommateur (OPC) at 1-800-463-2463 or visit www.opc.gouv.qc.ca. You can file a complaint online or by phone.

In Ontario: Contact ServiceOntario Consumer Protection Act Helpline at 1-800-889-9768 or visit www.ontario.ca/consumersprotection.

In other provinces: Contact your provincial consumer protection office. A quick web search for "[Your Province] Consumer Protection Act" will direct you to the right agency.

Escalate to the CRTC if needed

If your provincial authority cannot resolve the dispute, or if the issue involves telecom-specific regulations, file a formal complaint with the Canadian Radio-television and Telecommunications Commission (CRTC). You can do this online at www.crtc.gc.ca or by calling 1-877-222-2787. The CRTC can compel Videotron to honour consumer rights and award compensation.

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Final thoughts: empowerment starts with clarity

Cancelling Videotron doesn't have to be complicated if you know the process and anticipate the traps. Your cancellation reference number is your shield, your final bill is your accountability mechanism, and your provincial consumer protection authority is your backup if Videotron refuses to comply.

Stopee has helped thousands of consumers cancel telecom services cleanly by providing step-by-step guidance, documenting their communications, and escalating to authorities when companies overreach. Whether you're cancelling because your promotional rate expired, equipment fees drain your budget, or you've found better service elsewhere, you have the legal right to cancel and the tools to do it without penalty.

Start with a clear cancellation call today. Write down your reference number. Return your equipment within 30 days. Review your final bill carefully. And if Videotron tries to trap you with surprise charges, Stopee's playbook - and the consumer protection laws backing you - will get you through.

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Videotron contact information and mailing address

Customer service phone: 1-877-512-0911
Hours: Monday to Friday, 8 a.m. to 8 p.m. Eastern Time; Saturday, 9 a.m. to 5 p.m. Eastern Time

Registered mail address for cancellation escalation:
Videotron Customer Relations Department
612 Saint-Jacques Street
Montreal, Quebec H2Y 1L7
Canada

Send all cancellation letters by Canada Post registered mail (lettre recommandée avec accusé de réception) to this address.