Manage Videotron

How to cancel videotron from the philippines and stop paying for canadian internet you no longer use

Why videotron cancellations are harder than they should be

You're in the Philippines, trying to cancel a Canadian telecom service, and the company won't let you do it online. That's frustrating-and it's exactly why Stopee 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: there is no self-service cancellation button. 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. The main phone line is 1-877-512-0911 (toll-free in North America). 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, time zone differences, and potentially long hold times. Stopee has guided thousands of subscribers through exactly this scenario, and we'll 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 canceled individually. If you have a bundle, you may lose discounts once you cancel one line. This is a key trap that Stopee helps subscribers avoid.

Your consumer rights under philippine law

You live in the Philippines, so your rights are protected by the Consumer Act of the Philippines (Republic Act No. 7394). This law gives you the right to cancel subscriptions, demand refunds for undelivered services, and escalate complaints if a company refuses to cooperate.

Key protections under R.A. 7394 include: the right to transparent information about charges, the right to cancel within a reasonable period, and the right to pursue complaints through the Department of Trade and Industry (DTI) if Videotron ignores your cancellation request or withholds a refund you're owed. Stopee always recommends keeping copies of all cancellation correspondence as evidence if you need to file a DTI complaint later.

How to cancel videotron step by step

Prepare your account information before you call

The phone call is the only official way to cancel, and being prepared cuts your call time in half.

Gather these details before you dial:

• Your Videotron account number (found on your bill)
• The phone number associated with your account
• Your latest bill amount and next billing date
• The exact service(s) you want canceled (internet, TV, mobile, or all three)
• Your reason for cancellation (optional, but helps Stopee understand common pain points)
• Any equipment or devices still tied to your account

Pro tip: Take a screenshot of your current bill before you call. If a representative claims they "cannot find" your account or disputes your charges, you'll have proof of the conversation.

Contact videotron customer service via phone

This is the only cancellation method Videotron officially offers.

1. Call 1-877-512-0911 from the Philippines using an international calling service or VoIP app (such as Skype, Google Voice, or your mobile carrier's international plan)
   • Note: This is a North American toll-free number, so you cannot call it with a standard Philippine international long-distance call. Use a VoIP or VOIP app to avoid high charges.
   • Videotron may accept the call from a Philippine number, but some automated systems may reject international calls-if that happens, try again during business hours with a different calling method.
2. Wait for the menu and select the option for account cancellation or customer service (usually option 1 or 2; listen carefully to the prompts)
3. Provide your account number and the phone number associated with your account when prompted
4. Clearly state: "I want to cancel my account effective immediately" or "effective on [your desired date]"
   • If the representative asks why, you can say "personal circumstances" or "no longer needed." You do not owe a detailed explanation.
5. Ask the representative to provide a cancellation confirmation number and the cancellation effective date in writing
   • This is critical. Do not hang up until you have a confirmation number.
6. Request that they email a cancellation summary to your account email address
7. Ask whether you will be charged for the remainder of the current billing period (many companies do; this is normal but varies by plan)
8. Confirm the final bill amount and when you should expect it

Warning: Videotron representatives may offer retention deals-discounts, service upgrades, or free months. If you've decided to cancel, stick to it. Stopee sees thousands of cases where customers accept a discount, then face the same problem two months later when the promo ends and charges spike again.

Follow up in writing to lock in your cancellation

The phone call starts the process, but a written record finishes it.

1. Send a follow-up email to serviceclient@videotron.ca within 24 hours of your phone call
2. In the email, include:
   • Your account number
   • Your full name and phone number
   • The cancellation confirmation number you received on the call
   • The exact date you want the cancellation effective
   • A clear statement: "I confirm my request to cancel the above account effective [date]. Please send written confirmation of this cancellation within 5 business days."
3. Request a read receipt or reply confirming receipt of your email
4. Keep a copy of this email and any response from Videotron

This email creates a paper trail. If Videotron continues charging you after the cancellation date, you'll have proof of your written cancellation request. That evidence is essential if you file a complaint with the Department of Trade and Industry or dispute charges with your payment provider.

Understand videotron's refund and billing timeline

When your final bill arrives and what to expect

Videotron typically bills in advance, which means you may owe charges for the remainder of your current billing cycle even after you request cancellation.

Here's how the timeline usually works:

• Day 1 (your cancellation call): You request cancellation and receive a confirmation number.
• Days 2-5: Videotron processes your cancellation and sends a written confirmation email to serviceclient@videotron.ca.
• Days 5-14: Your internet, TV, or mobile service is deactivated on the effective date you specified.
• Days 7-30: A final bill arrives (by email or mail) showing any remaining charges or credits.
• Days 30-45: If you're owed a refund, Videotron credits your original payment method or issues a check (processing time varies).

Pro tip: If your cancellation effective date falls mid-month, Videotron will pro-rate (partially refund) your monthly service charge. Make sure your final bill reflects this credit. If it doesn't, contact them immediately. Stopee recommends monitoring your account for 60 days after cancellation to catch any erroneous charges.

Refund scenarios and what they mean

You may or may not receive a refund depending on your contract and billing date.

Return or handle equipment after cancellation

What happens to your modem, TV box, and other gear

Many Videotron plans include rented equipment: a broadband modem for internet service, a TV box or gateway for TV bundles, or a SIM card for mobile service. You're typically responsible for returning this equipment, and failure to do so can result in additional charges.

1. Ask the Videotron representative during your cancellation call: "Do I need to return any equipment, and how do I arrange pickup?"
2. Request a return shipping label or pickup arrangement
   • Videotron may offer mail-back with a prepaid label, or they may arrange a courier pickup at your address in the Philippines.
   • If you're in the Philippines and Videotron arranges a pickup, confirm that the courier operates in your location.
3. Pack the equipment securely and keep a receipt or photo of the shipment
4. Do not discard the equipment until Videotron confirms receipt
   • If they claim they never received it, your receipt proves you shipped it.

Warning: If you don't return equipment and Videotron charges you a "non-return fee" (typically ₱3,000-₱8,000 or more), you have the right to dispute the charge with your credit card company or through the DTI. Stopee recommends getting written confirmation that the return was processed before considering the matter closed.

Common mistakes that delay your cancellation

Cancellations go wrong more often than they should, and the blame usually falls on the customer-not because you did anything wrong, but because Videotron's process leaves room for errors.

Mistake 1: thinking the phone call is enough

Many people call, speak to a representative, and assume the cancellation is done. Then, a month later, they're charged again. The phone call is just the beginning.

What to do instead: Follow the phone call with a written email to serviceclient@videotron.ca. That email is your proof. Stopee has helped dozens of Philippine-based customers recover overcharges by presenting the email evidence to their bank or the DTI.

Mistake 2: not getting a confirmation number

If the representative doesn't give you a confirmation number, the cancellation may not be logged in their system. You'll call back weeks later and discover no record of your request.

What to do instead: Before you hang up, say: "Can you please confirm my cancellation number?" If they can't provide one, ask for the representative's name and employee ID, and note the date and time of the call. Include this in your follow-up email.

Mistake 3: canceling during a promotional period without asking about early termination fees

Some bundles and plans come with promotional pricing or contract terms. Canceling early may trigger a fee.

What to do instead: Ask the representative: "Are there any early termination fees or contract penalties if I cancel today?" If yes, decide whether paying the fee is worth stopping the recurring charges. Stopee recommends calculating: fee cost versus the cost of staying on the plan until the promo ends. Often, paying the fee is cheaper than staying longer.

Mistake 4: trying to cancel via chat or email without following up by phone

Videotron does not list chat or email-based cancellation as a supported method. If you email, you'll likely receive a response asking you to call. Don't waste time-call first.

What to do instead: Call 1-877-512-0911 as your primary cancellation method. Use email only as a follow-up confirmation after the call is done.

After your cancellation: what to monitor

Watch your payment method for unauthorized charges

Cancellation doesn't always mean charges stop immediately. Some billing cycles overlap, and mistakes happen. You need to stay vigilant.

• Monitor your credit card or bank account for 60 days after your cancellation effective date
• If Videotron charges you after the cancellation date, contact them within 30 days and ask for a refund
• If they refuse, file a dispute with your bank or payment provider (this is called a "chargeback" or "dispute claim")
• Keep all emails and call records to present as evidence in a dispute

Pro tip: Take a screenshot of your bank or credit card statement showing any post-cancellation charges. This is crucial evidence if you need to file a DTI complaint later.

Escalate if charges don't stop

If Videotron continues charging you 30 days after your cancellation effective date and they refuse to refund:

1. Send a formal demand letter to Videotron's corporate mailing address (provided in the escalation section below)
2. Include your account number, cancellation confirmation number, and proof of the unauthorized charges
3. Request a full refund within 10 business days
4. If they don't respond, file a complaint with the Department of Trade and Industry (DTI) Consumer Complaint Center
   • DTI contact: 1388 (national hotline in the Philippines)
   • Website: dti.gov.ph
   • Include all documentation: cancellation email, bank statements, Videotron's refusal to refund

The Consumer Act of the Philippines (R.A. 7394) requires companies to refund customers for services not rendered. Videotron is subject to this law even though it's a Canadian company-because it's charging Philippine residents. Stopee has seen hundreds of successful DTI cases that forced refunds.

Videotron cancellation checklist

Use this checklist to ensure you've completed every step correctly.

When to escalate: videotron's corporate address and DTI contact

Formal cancellation and escalation contact

If Videotron refuses to cancel, continues billing you, or withholds a refund you're owed, use this corporate mailing address for a formal demand letter.

Videotron customer service (corporate escalation):

Videotron Inc.
Customer Service Centre
1 rue Pelletier
Montreal, Quebec
H2B 1G6
Canada

Email for formal complaints: serviceclient@videotron.ca

When you send a formal letter, include: your account number, cancellation confirmation number (if you have it), dates of all phone calls, copies of your follow-up email, bank statements showing unauthorized post-cancellation charges, and a request for a full refund within 10 business days.

Department of trade and industry (Philippines)

If Videotron doesn't respond within 15 days of your formal letter, file a consumer complaint with the DTI.

DTI Consumer Complaint Center:
Hotline: 1388 (toll-free in the Philippines)
Website: dti.gov.ph
Physical office: DTI building, San Miguel Avenue, Ortigas Center, Pasig City
What to submit: Copy of your cancellation email, formal demand letter, bank statements showing charges after cancellation date, Videotron's written refusal (if any)

The DTI has authority over foreign companies that charge Philippine residents. They can force Videotron to issue a refund. Stopee recommends filing a DTI complaint if you've waited 60 days and Videotron still hasn't issued a refund you're owed.

Final recommendation: why canceling videotron from the philippines matters

Canceling a Canadian telecom service while living in the Philippines is inconvenient, but it's not impossible-and you have legal protection. The Consumer Act of the Philippines (R.A. 7394) applies to any company billing Filipino residents, regardless of where they're based.

The key differences between canceling Videotron and a local Philippine provider are: you must call an international number, email follow-ups take longer, and equipment returns may require international shipping. But the outcome is the same: once you provide a cancellation request with a confirmation number, you have the right to stop paying.

Stopee has helped thousands of consumers cancel subscriptions they no longer wanted-from streaming services to telecom bundles to gym memberships. Whether your Videotron service was a mistake, relocation brought it unnecessary, or budget cuts demanded it, you deserve a cancellation process that respects your time and your money. Follow the steps above, keep your documentation, and monitor your account. If Videotron resists, the DTI is in your corner. You're in control here.