Manage Videotron

How to cancel videotron and avoid early termination fees in singapore

Why you might want to cancel videotron

Videotron is a Canadian telecommunications company offering internet, TV, mobile and Helix streaming services-often bundled with equipment you rent or pay off over time. If you subscribed from Singapore or are relocating, cancelling can feel complicated because Videotron does not offer online cancellation and requires you to call or submit registered mail.

Understanding why you want to leave-whether it's service quality, unexpected charges, equipment fees or geographic relocation-helps you navigate the cancellation process strategically. At Stopee, we've guided consumers through dozens of telecom cancellations, and we know that clarity upfront saves frustration later.

Common reasons to cancel

• You're relocating outside Canada and cannot maintain service
• Hidden or escalating equipment rental charges frustrate you
• Early termination fees or contract lock-in terms feel unfair
• You've found a cheaper or better-performing alternative provider
• Service outages or poor customer support have eroded your trust

What stopee can help you understand

Stopee specializes in helping consumers cancel subscriptions without getting trapped by dark patterns, hidden clauses or unnecessarily aggressive retention tactics. We'll walk you through each step, flag the pitfalls Videotron may throw at you, and empower you with the knowledge to protect your wallet and your rights.

Cancellation methods and which one you should use

Videotron offers exactly two ways to cancel: by phone or by registered mail. There is no online self-service cancellation, no email option and no chat-based support for cancellations. This limited choice is intentional-it slows you down and gives Videotron a chance to retain you. Know your options upfront.

Phone cancellation (fastest)

Calling Videotron customer service is the quickest route. You speak directly to an agent, confirm your cancellation date, ask questions in real time and receive a reference number immediately. This is Stopee's recommended method because you have a witness (the agent) to what was promised.

• Videotron customer service phone line: 1-877-512-0911 (available for Canadian and international callers)
• Call during business hours to avoid wait queues
• Have your account number, account holder name and last invoice ready before you dial
• Record the date, time, agent name and reference number of your call

Registered mail cancellation (documented)

If you prefer a paper trail or cannot reach Videotron by phone, registered mail creates a legal record of your cancellation request. This method takes longer-allow 5 to 10 business days for processing-but it protects you if Videotron later claims it never received your request.

• Send a letter stating your name, account number, service address and cancellation date
• Include a photocopy of your last invoice to speed up verification
• Use registered or tracked mail so you have proof of delivery
• Send to Videotron's official mailing address (details below)

Step-by-step cancellation process

Follow these steps in order. Rushing or skipping any will leave you vulnerable to surprise charges or unresolved equipment claims.

Before you call videotron

1. Gather your account documentation
   • Account number (on your invoice or bill)
   • Account holder name (exactly as it appears on the contract)
   • Last invoice or bill statement
   • List of equipment you own, rent or are paying off (modem, Helix terminal, router, etc.)
2. Check your contract for cancellation terms
   • Look for the contract end date and any remaining lock-in period
   • Identify early termination fees (usually CAD 10 to CAD 25 per month remaining)
   • Note any equipment discount or instalment plan balances you still owe
3. Decide on your cancellation date
   • Choose a date at least 30 days from today (most plans require 30-day notice)
   • Confirm this date does not fall mid-billing cycle to avoid pro-rata charges
4. Write down three to five questions to ask the agent
   • "What is my exact cancellation date?"
   • "What fees or charges will appear on my final invoice?"
   • "Where do I return rented equipment and by what date?"
   • "Will I receive a pro-rata refund if I cancel mid-cycle?"

During your cancellation call

1. Call 1-877-512-0911 and confirm you reach a Videotron agent (not an automated system)
   • Say: "I would like to cancel my Videotron account effective [your chosen date]."
   • Be firm and clear-do not phrase it as a question or show hesitation
2. Provide your account details when asked
   • Account number, account holder name and service address
   • The agent will verify you are the account holder
3. Listen to the agent's retention script without interrupting
   • They may offer discounts, plan downgrades or service credits
   • You can pause and ask for time to think, but know that Stopee recommends you stick to your cancellation decision once you've made it
4. Ask for the exact cancellation date in writing (verbally confirmed)
   • Repeat it back: "So my service ends on [date], correct?"
   • Request a confirmation email or letter
5. Request a reference number or the agent's name
   • Write it down immediately
   • Example: "Agent name: Sarah, Reference: VID-2025-123456"
6. Ask about final charges and refunds
   • "What will appear on my final bill?"
   • "Am I eligible for any refunds under the 15-day satisfaction guarantee?"
   • "If I return equipment early, will I receive a pro-rata credit?"
7. Confirm equipment return logistics
   • "Where is the nearest Videotron store to return equipment?"
   • "What is the deadline to return equipment without incurring charges?"
   • "Do I need to bring the original box or packaging?"
8. End the call and send yourself an email summary within one hour
   • Include the date, time, agent name, reference number and cancellation date agreed
   • This becomes your record if a dispute arises

After your cancellation call

1. Wait for a confirmation email or letter from Videotron
   • This may arrive within 2 to 5 business days
   • If you don't receive it within 7 days, call again and reference your previous conversation
2. Plan your equipment return before the deadline
   • Videotron typically gives you 30 days to return rented equipment (modem, Helix terminal, etc.) to avoid being charged the full equipment value
   • Locate your nearest Videotron retail location or authorized return point
   • Pack the equipment securely and keep the receipt
3. Monitor your billing account until the final invoice
   • Log into your account at least once per week to check for unexpected charges
   • If your service is cut off before your agreed cancellation date, call immediately to escalate

Refunds and what you're entitled to

Videotron offers limited refunds in specific circumstances. Understanding these windows protects you from losing money you've already paid.

The 15-day satisfaction guarantee

If you cancel within 15 days of activating or renewing your service, you may qualify for a refund of setup fees, equipment charges and one month of service fees-but only if your contract includes this guarantee. This is not automatic; you must request it explicitly.

• Start counting from the day your service was activated (not the day you signed the contract)
• Call Videotron and say: "I am cancelling within 15 days and requesting a refund under the satisfaction guarantee."
• Ask the agent to confirm your eligibility and calculate the refund amount in writing
• Ensure the agent notes this on your account before you hang up

Pro-rata refunds and small balances

If you cancel mid-billing cycle, Videotron calculates a pro-rata refund for unused service days. However, refunds are handled differently depending on the amount.

• Refunds over CAD 5 are issued automatically to your original payment method within 5 to 10 business days after your cancellation date
• Refunds under CAD 5 are not issued unless you request them in writing; email your request to Videotron's customer relations address with your account number and cancellation date
• Currency conversion fees may apply if you paid in a currency other than CAD

Equipment discount and instalment plan balances

Warning: If Videotron offered you a discounted price on equipment (like a modem or TV terminal) with the condition you keep the service for a set term, cancelling early means you must pay the remaining discount balance. This is not a refund; it's a penalty.

• Example: You bought a modem for CAD 50 (regular price CAD 150) on a 2-year contract. If you cancel after 1 year, you owe CAD 50 (half the discount) plus any early termination fees.
• Ask the agent to calculate this amount before you confirm cancellation

Third-party purchase refunds

If you subscribed to Videotron via Apple App Store or Google Play, you cannot cancel with Videotron directly. You must request a refund through the app store.

• Apple App Store: Go to Settings > [Your Name] > Subscriptions > Videotron > Cancel Subscription
• Google Play: Go to Play Store > Account > Subscriptions > Videotron > Cancel Subscription
• Contact Stopee if the app store refuses your refund; consumer protection laws in many jurisdictions require refunds within 14 days of purchase

Pricing and contract terms you need to know

Videotron's pricing varies by location, promotion and contract length. Because you're in Singapore and Videotron operates primarily in Canada, currency and availability details are critical.

Videotron service pricing table

Singapore and currency notes

Videotron does not currently offer services in Singapore dollars (SGD) or hold a Singapore operating license. If you subscribed while in Canada or via international online channels, you will be billed in Canadian dollars (CAD). Before cancelling, confirm your billing currency and check the current CAD-to-SGD exchange rate so you know what final charges will cost in your local currency.

Your consumer rights and protections

Even though Videotron is a Canadian company, Singapore's Consumer Protection (Fair Trading) Act (CPFTA) may protect you if you purchased Videotron services while in Singapore or from a Singapore-based seller.

Key protections under singapore law

• Right to cancel within 14 days of purchase if the product or service does not meet your reasonable expectations (subject to contract terms)
• Right to accurate information about prices, terms and conditions before you agree
• Protection against misleading or deceptive conduct (e.g., hidden fees or false speed claims)
• Right to pursue a refund or compensation if Videotron breaches these standards

How to escalate if videotron refuses to cancel or refund

If Videotron refuses your cancellation request or withholds a refund you believe you're entitled to, contact Singapore's Competition and Consumer Commission (CCCC) or file a complaint with the Ministry of Trade and Industry.

• Visit www.cccc.org.sg to lodge a formal complaint
• Provide your account number, contract, cancellation request evidence and communication records
• The CCCC can mediate disputes and, if necessary, recommend enforcement action

Stopee recommends you gather all evidence before escalating: your contract, emails, call recordings (if legal in your jurisdiction), bank statements and any written correspondence with Videotron. This evidence strengthens your case significantly.

Common cancellation mistakes and how to avoid them

Cancelling a telecom subscription is emotionally taxing-you're fighting inertia, dealing with a corporation and risking surprise bills. We understand the fatigue. Here are the pitfalls we see most often, and how to sidestep them.

Mistake 1: not recording the cancellation conversation

If you cancel by phone without documenting the agent's name, date and reference number, Videotron can later claim your cancellation request was never received. Your only defense is a record.

• Write down the agent name, call date, time and reference number before hanging up
• Email yourself a summary within one hour (while it's fresh)
• Request a confirmation email or letter from Videotron and follow up if it doesn't arrive within 7 days

Mistake 2: forgetting to return equipment on time

Videotron charges you for the full equipment value (modem, terminal, etc.) if you don't return it within 30 days of cancellation. This can be CAD 100 to CAD 200 or more.

• Mark the return deadline on your calendar the day you cancel
• Contact your nearest Videotron retail location to confirm return hours and address
• Return equipment at least 5 days before the deadline to allow for processing time
• Ask for a receipt and keep it for your records

Mistake 3: not asking about early termination fees upfront

If you're mid-contract, Videotron will charge you for the remaining term. This fee can total CAD 150 or more. Know the number before you cancel so you're not shocked.

• Ask the agent: "What is my early termination fee if I cancel today?"
• Request a written breakdown of all charges for your final bill
• If the fee seems excessive, ask if Videotron will waive or reduce it (they sometimes do if you've been a loyal customer)

Mistake 4: cancelling via email or chat expecting confirmation

Videotron does not allow email or live chat cancellations. If you send an email requesting cancellation, Videotron may ignore it, or a representative may respond saying they cannot process it. Always use phone or registered mail.

Mistake 5: closing your payment method before the final invoice is paid

If you cancel and your primary payment method is no longer active, Videotron may not be able to charge your final bill. The company will then pursue collection, damaging your credit score. Keep your payment method active for at least 30 days after cancellation.

What happens after you cancel videotron

Cancellation is not over when you hang up the phone. A series of post-cancellation events will unfold over the next 30 to 60 days. Stay vigilant during this period to catch any billing errors or service delays.

Your service will end on the agreed date

Videotron will cut off your internet, TV and mobile service on the cancellation date you agreed to. A day or two before, you may receive an automated SMS or email reminder. If service cuts off early, call Videotron's customer service immediately and reference your cancellation conversation-this suggests an error on their part.

You'll receive a final invoice

Within 5 to 10 business days after your cancellation date, Videotron will send a final invoice showing:

• Service charges through the cancellation date (pro-rated if applicable)
• Equipment rental or purchase fees
• Any early termination fees or discount payback amounts
• Taxes and surcharges
• Credits or refunds (if applicable)

Pro tip: Check this invoice line by line against your understanding of what the agent promised. If a charge surprises you, contact Stopee or Videotron's customer relations team immediately with evidence (your call notes, reference number) to dispute it.

Return rented equipment within 30 days

Do not delay equipment returns. Videotron tracks return deadlines closely, and late returns trigger full-value charges on your account. Aim to return all equipment (modem, TV terminal, router, etc.) at least 1 week before the 30-day deadline.

Watch for unexpected credit card charges

In rare cases, Videotron may attempt to re-bill your account after cancellation due to system errors or unresolved disputes. Monitor your credit card or bank account for 60 days. If you see an unexpected charge, contact your bank and dispute it; provide your cancellation reference number as evidence.

Checklist: your pre-cancellation and post-cancellation to-do list

Why customers choose to cancel videotron and what they wish they'd known

Across our research at Stopee, common themes emerge: customers love Videotron's bundle pricing upfront but feel blindsided by equipment fees, early termination clauses and the difficulty of cancellation itself. Many say they would have chosen a different provider if they'd read the contract more carefully. A few highlight outstanding customer service moments that almost kept them as customers-but ultimately, price or service reliability won out.

The most successful cancellations happen when customers know exactly what they're going to owe and stay calm during the retention call. Videotron agents are trained to offer discounts, but accepting a discount is not the same as solving your underlying issue (whether that's service quality, price or availability in your current location).

Cancellation address and how to cancel by registered mail

If you choose to cancel by registered mail, send your cancellation letter to Videotron's customer relations team at the address below. Include your account number, account holder name, service address and requested cancellation date.

Videotron customer relations mailing address:

Videotron
Customer Relations Department
612 Saint-Jacques Street
Montreal, QC H2Y 1K4
Canada

What to include in your letter:

• Your full name and account number
• Your service address
• Your requested cancellation date (at least 30 days from the date you send the letter)
• A photocopy of your latest invoice for verification
• A brief statement: "I am requesting immediate cancellation of my Videotron account effective [date]."
• Your contact phone number and email

Mail your letter via registered post (Canada Post or international courier) so you have proof of delivery. Allow 5 to 10 business days for processing after Videotron receives your letter.

Your next steps: cancel with confidence

Cancelling Videotron requires planning and vigilance, but it's entirely achievable. You now know the two methods (phone and registered mail), the step-by-step process, the refund rules and the consumer protections that cover you in Singapore. You also know the mistakes to avoid and the red flags to watch for.

The hardest part is making the decision. Once you're committed to cancelling, stick to it during the retention call, document everything and monitor your billing closely until the final invoice is paid.

Stopee has helped thousands of consumers cancel complex subscriptions without getting trapped by hidden fees or aggressive retention tactics. Whether you're relocating, switching providers or simply frustrated with service quality, you deserve clarity and control over your own account. Cancelling Videotron is a choice you can execute with confidence-starting today.