Manage Videotron

How to cancel Videotron from malaysia and avoid unexpected charges

Understanding Videotron and why you might need to cancel

Videotron is a Canadian telecommunications company based in Montréal, Quebec, offering internet, mobile, television, and bundled services across Canada. If you subscribed while in Canada, studied there, or manage a household account from Malaysia, you are dealing with a foreign telecom provider-and that changes how you cancel.

What Videotron actually is

Videotron is not a Malaysia-based internet service. The company does not offer local support in Bahasa Malaysia, does not accept Malaysian payment methods like FPX or DuitNow, and does not have a dedicated Malaysia customer service team. All support routes funnel through Canadian headquarters at 1-877-512-0911, with support hours from 8 a.m. to 7 p.m. Monday to Friday and 9 a.m. to 6 p.m. weekends (Canadian time zones apply).

What this means for you: cancellation requires an overseas phone call, time zone planning, and patience. If you are looking to replace Videotron with a local Malaysian alternative, consider Unifi, Maxis, TIME dotCom, or CelcomDigi-all offer stronger local support and billing in Malaysian ringgit.

What you are actually paying for with Videotron

Your Videotron bill is rarely just the monthly service fee. Most users also pay for device financing, equipment rentals (modems, routers), or bundled discounts tied to a contract. When you cancel early, Videotron can charge you the remaining balance on financed equipment and claw back any discount applied to your device.

Example: You signed up for a RM 89 monthly mobile plan with a financed phone costing RM 1,500 over 24 months. If you cancel after 6 months, you owe the remaining device balance (RM 1,000 plus any early termination fees). The monthly fee alone does not tell the full story.

Your consumer rights when cancelling Videotron from malaysia

Malaysia's consumer protection act 1999 and your cancellation rights

Although Videotron is a Canadian company, Malaysian consumer law still applies to any service sold or billed to a Malaysia resident. Under the Consumer Protection Act 1999, you have the right to fair treatment, transparent billing, and the right to cancel services if the company breaches its agreement with you.

Key protections include: the company must disclose all fees upfront, must honour the cancellation process without blocking or delaying you, and must refund unused service prorated to your cancellation date. If Videotron refuses to cancel or charges you after cancellation without justification, you can escalate to the Federation of Malaysian Consumers Associations (FOMCA) or the Ministry of Domestic Trade and Cost of Living.

Pro tip: Save all email confirmations, call transcripts, and billing statements. These are your proof if a dispute arises later. Stopee recommends keeping a cancellation file with screenshots of your account before and after cancellation requests.

Early termination fees and what you can negotiate

Videotron's cancellation policy permits the company to charge the remaining balance on financed devices or equipment if you end service before the contract matures. This is legal in Canada and Malaysia, but the amount must match what you actually owe-not a made-up penalty.

Before you accept the first quote, ask the agent to break down every charge line by line. Request the exact remaining device balance, any early termination fee (if applicable), and the prorated service credit for unused days in the current billing cycle. Many users discover they were overcharged because they did not ask for an itemised statement.

How to cancel Videotron by phone step by step

Preparing your account before you call

Videotron does not allow self-service cancellation through your online account or customer portal. You must phone the support line at 1-877-512-0911. Before you call, gather these four items to speed up the process and protect yourself later.

1. Collect your account number
   • Find it on your latest bill or in My Account under Account Details
   • Take a screenshot of the account overview page
2. Note the exact service you want to cancel
   • Mobile plan only, internet only, or the entire account
   • If you have multiple services, specify which ones stay and which ones go
3. Check your device financing balance
   • Log in to My Account and find the equipment section
   • Screenshot the remaining balance, if any
   • Note the monthly payment amount for any financed devices
4. Prepare your billing history
   • Screenshot your current plan and monthly charges
   • Note your next scheduled billing date
   • Download your last three months of statements as a PDF

Warning: Do not cancel equipment before calling Videotron. If you delete payment methods or close the credit card linked to the account, you may trigger a collections action instead of a clean cancellation.

The phone cancellation process

1. Call 1-877-512-0911 during support hours (8 a.m. to 7 p.m. Monday to Friday, 9 a.m. to 6 p.m. weekends, Canadian time)
   • Check the time difference between Malaysia and Canada before calling (Canada is 15-16 hours behind Malaysia, depending on daylight saving)
   • Call early in your available time window to avoid long hold times
2. Provide your account number and confirm your identity
   • The agent will ask your name, date of birth, and the phone number or email linked to the account
   • Have these details ready to avoid delays
3. State clearly that you want to cancel and specify which services
   • Say: "I want to cancel my account effective [date]" rather than "I might cancel"
   • If cancelling only one service (e.g., mobile) and keeping another (e.g., internet), be explicit
4. Ask the agent to provide a cancellation date in writing
   • Request an email confirmation with the cancellation effective date, all final charges, and any refund amount
   • Do not hang up until you receive this email or the agent confirms it was sent
5. Clarify all final charges before you agree
   • Ask for an itemised breakdown: prorated service credit, remaining device balance, early termination fee (if any)
   • Confirm whether you will receive a refund or owe a final payment
6. Record the agent's name and the call reference number
   • Write down the date, time, and agent ID for your records
   • Request a case or reference number for follow-up if something goes wrong

Pro tip: If you have a recording app on your phone, ask permission to record the call in case you need proof of what was agreed. Many Malaysian and Canadian jurisdictions allow single-party consent recording, but confirm before recording.

Understanding refunds and what happens after cancellation

Will you get money back after cancelling Videotron

You may receive a refund, owe a final payment, or break even-it depends on your specific situation. Videotron calculates this by taking your monthly charges, prorating them to your cancellation date, and subtracting any remaining device balance or early termination fee.

Example scenarios:

Videotron usually processes refunds within 7-10 business days to the original payment method. If you paid by credit card, the refund appears as a credit on your card statement. If you used a Canadian bank account, you may wait longer for the funds to clear internationally if you are banking in Malaysia.

What to check after your cancellation is complete

Cancellation does not end immediately after the phone call. You must verify that Videotron actually honoured your request. Many consumers report surprise charges weeks later because the cancellation was never processed or was only partially applied.

1. Wait 2-3 business days after your cancellation effective date
2. Log into My Account and check that your service is no longer active
   • Services should show as "cancelled" or "inactive"
   • If they still show as active, call Videotron again immediately with your case reference number
3. Check your credit card or bank account for unexpected charges
   • Set a phone reminder for 5 days after your next expected billing date
   • If you see a charge, contact Videotron with your cancellation confirmation email
4. Keep your cancellation email and case number for at least two years
   • File it with your consumer documents in case of disputes

Warning: Some users report that Videotron has re-activated their service after cancellation if payment methods remained on file. If you cancel, also remove your credit card or payment method from the account during or immediately after the cancellation call.

Pricing, charges, and what you might owe

Typical Videotron costs in canada and how they apply to you in malaysia

Videotron charges in Canadian dollars (CAD), but if your credit card is issued in Malaysia, your bank will convert CAD to MYR at the current exchange rate. This means your monthly bill varies slightly depending on currency fluctuations. Below are typical Videotron service costs and what charges you might face at cancellation.

Exchange rates fluctuate daily. As of late 2024, 1 CAD equals approximately 3.1-3.2 MYR. Your actual bills in ringgit will vary. Stopee recommends asking Videotron for your charges in CAD first, then converting yourself using an independent currency converter to verify you are not being overcharged.

Common mistakes that cost you money or delay your cancellation

Cancelling a foreign telecom service is frustrating, especially across time zones and without local support. Here are the most common errors that trap consumers into unwanted charges or failed cancellations-and how to avoid them.

Mistake one: not asking for an itemised final bill

You tell the agent you want to cancel, they say "okay, you will receive an email," and you hang up. One week later, you see a charge you did not expect. The problem: you never asked the agent to itemise every charge so you could confirm it was correct.

Always ask the agent to break down the final bill line by line before you end the call. Request the exact amounts for prorated service, device balance, early termination fee, taxes, and any credits. If the agent cannot give you these numbers on the spot, ask them to send an estimate email before processing the cancellation so you can review it.

Mistake two: cancelling before understanding your device balance

You have a financed phone or modem. You think you own it, but Videotron still owns it until you finish paying. If you cancel before the balance is paid, you owe the full remaining amount immediately.

Before you call to cancel, log into My Account and find the equipment section. Write down the remaining balance and monthly payment. Ask the agent if you can pay off the device separately and keep the service active, or if you must cancel both together. Sometimes splitting the cancellation saves you money.

Mistake three: leaving your credit card on file after cancellation

You cancel your Videotron account, but your credit card details remain linked to the account in Videotron's system. Weeks later, you notice a new charge. Videotron has either re-activated your service or charged you for a service you thought you cancelled.

During your cancellation call, explicitly ask the agent to remove all payment methods from your account. If the agent says they cannot do this, ask them to email you a confirmation that your payment method has been deleted. After the call, log in to My Account and verify that no credit cards or bank accounts are stored there.

Mistake four: not getting a cancellation confirmation email

The agent says your account is cancelled. You accept this and hang up. No email arrives. One month later, you are charged again. Was the cancellation actually processed, or did the agent forget to file it?

Never hang up without confirmation. Ask the agent to send you a cancellation email that includes your account number, the effective cancellation date, and the final charges. Tell them: "Please send me an email confirmation right now so I can confirm it arrived." Wait for the email to appear in your inbox before you end the call. If it does not arrive within 2 hours, call back.

Mistake five: not following up after your cancellation date passes

You cancelled effective March 1st. March 2nd arrives, and you do nothing. March 15th, you notice a charge from Videotron. Now you have to prove when you cancelled and fight for a refund.

Mark your calendar for 2 days after your cancellation effective date. Log into My Account and verify that your service shows as cancelled or inactive. Check your bank account or credit card for any charges. If something looks wrong, contact Videotron that same day with your cancellation reference number. The faster you act, the faster they will reverse any erroneous charges.

Choosing between cancellation and keeping your service

Should you cancel Videotron or try another option first

Before you cancel, ask yourself: is the problem with Videotron's service, pricing, or customer support? If Videotron works well but is too expensive, try asking for a discount or plan reduction. If the service is unreliable, switching to a local Malaysian provider may be smarter. If you want to cancel because you are leaving Canada permanently, then cancellation is the right move.

If you do decide to cancel, Stopee is here to walk you through every step so you do not get stuck with unexpected charges or missed deadlines.

Escalation: what to do if Videotron refuses to cancel or overcharges you

Your escalation rights if the cancellation goes wrong

Videotron does not comply with your cancellation request. They charge you after you cancelled. They refuse to refund a bill you believe is incorrect. What are your options?

1. Request a supervisor review
   • Call 1-877-512-0911 and ask to speak with a cancellation supervisor
   • Provide your case reference number and explain the issue clearly
   • Ask the supervisor to review your cancellation confirmation and billing
2. File a formal complaint with Videotron in writing
   • Send an email to Videotron's customer service address with all details: your account number, cancellation date, charges you dispute, and copies of your confirmation email
   • Request a written response within 10 business days
3. Escalate to the Federation of Malaysian Consumers Associations (FOMCA)
   • FOMCA handles complaints about foreign companies that bill Malaysian consumers
   • File a complaint at www.fomca.org.my or contact them directly
   • Provide copies of your cancellation confirmation and billing statements
4. Report to the Ministry of Domestic Trade and Cost of Living
   • If FOMCA does not resolve the issue, escalate to the Ministry
   • This is a last resort, but it signals to regulators that the company is not complying with Malaysian consumer law
5. Dispute the charge with your credit card issuer
   • If Videotron continues to charge you after cancellation, call your bank and dispute the charge
   • Provide the cancellation confirmation email as evidence
   • Most banks will reverse the charge within 30-60 days if you have proof of cancellation

Pro tip: Stopee recommends keeping a file with every email from Videotron, your cancellation confirmation, billing statements, and notes from phone calls. This documentation is your strongest weapon if you need to dispute charges or file a complaint later.

Cancellation checklist and contact information

Step by step checklist before and after cancelling Videotron

Use this checklist to ensure you have completed every step and have all the documentation you need to protect yourself after cancellation.

Contact information and where to send complaints

Videotron customer support (cancellation): 1-877-512-0911, Monday to Friday 8 a.m. to 7 p.m., Saturday and Sunday 9 a.m. to 6 p.m. (Canadian time). Note the significant time zone difference from Malaysia before calling.

Videotron legal and billing inquiries: Videotron Ltd., 612 Saint-Jacques Street, Montréal, Quebec H2Y 1N8, Canada. Use this address for formal written complaints about billing disputes or cancellation issues.

Federation of Malaysian Consumers Associations (FOMCA): www.fomca.org.my. File complaints about foreign service providers that overcharge Malaysian consumers or refuse to honour cancellations. FOMCA can escalate your case on your behalf.

Ministry of Domestic Trade and Cost of Living: 03-8000 8000 or www.kpdnhep.gov.my. Report unresolved complaints about deceptive practices or billing fraud to this government regulator.

Final thoughts: cancel with confidence and reclaim your money

Cancelling a foreign telecom service is not simple, but it is entirely doable if you follow each step carefully and keep thorough records. The most important principle: do not accept any cancellation without a written confirmation email that includes your final charges and cancellation effective date.

Stopee has helped thousands of consumers cancel foreign subscriptions without paying phantom charges or getting trapped by fine print. The same approach works here. Prepare your documentation, call with confidence, ask for an itemised bill, get everything in writing, and follow up after your cancellation date passes.

If Videotron refuses to honour your cancellation or overcharges you, remember that Malaysian consumer law protects you. You can escalate to FOMCA, dispute the charges with your bank, or file a complaint with the Ministry of Domestic Trade and Cost of Living. Stopee recommends using all three channels if necessary-foreign companies respect formal escalation.

Your money is yours. Do not let confusion, time zones, or corporate inertia prevent you from cancelling. Follow this guide, stay organised, and Stopee stands ready to help you navigate any disputes that arise after your cancellation is complete. Thousands of Malaysian consumers have already taken control of their subscriptions with Stopee's support.