Cancellation Ebox: Complete Guide

What is Ebox

Ebox is a Canadian internet and television service provider offering residential plans including fibre and reseller-based promotions, optional TV NDVR packages, and equipment rental. The company operates in Quebec and Ontario and publishes its terms, pricing and support information on its website.

How to cancel Ebox

• Call Ebox as the account holder at 1‑844‑323‑EBOX to request termination, or visit an Ebox store in person and request account closure. Note: for V‑cable technology, a same‑day termination request is completed the next business day.
• If you prefer written notice, send a signed termination letter from the account holder by registered mail with return receipt (recommended) to the address below; include your account number, desired termination date and a statement about rented equipment return. Keep a copy of the letter and the postal receipt.
• Return any rented equipment within 20 days of service termination or account closure to avoid equipment charges. Use a trackable shipping method and keep tracking/receipt information.
• Request written confirmation of the cancellation and a final bill reference; ask how and when any deposit or eligible refund will be issued.

What happens when you cancel

Service access will stop on the termination date provided by Ebox. If you use rented equipment, you remain responsible for it until it is received by Ebox; late or missing returns can trigger equipment charges. Recurring billing should cease after the final billing period, but you may receive a final invoice for prorated service, outstanding fees or equipment charges. Your account data (settings, recordings, account history) may be deleted according to Ebox retention policies; request any data you wish to keep before closing the account.

Will I get a refund?

Refunds from Ebox are issued by cheque only and typically take about 4 - 6 weeks after Ebox has received returned equipment. Internet service payments and equipment purchases or rentals are generally non‑refundable per Ebox terms. Security deposits are refunded in the seventh month of service automatically, but if you cancel within the first six months the deposit is refunded after Ebox receives the returned equipment. Ebox’s publicly available terms do not reference a 14‑day statutory right of withdrawal; if you believe you are owed a refund or a deposit and it is delayed, keep documentation and consider escalation to consumer protection authorities.

Ebox plans and pricing

Your consumer rights in Canada

Canadian consumer protection varies by province. Telecom contracts often include a statutory cooling‑off or cancellation period in some provinces (commonly 10 days), but Ebox’s public terms do not explicitly provide a 14‑day right of withdrawal. If you face delayed or missing refunds, or unfair billing, you can escalate to your provincial consumer protection office and to the Commission for Complaints for Telecom‑television Services (CCTS). Keep documentation: termination requests, proof of equipment return, and all correspondence to support any complaint.

Customer experiences

Public reviews are mixed. Some customers report positive interactions and satisfactory service transitions (for example, praise for helpful support during a fibre migration). Many reviews criticize long hold times, slow or cheque‑only refunds, installation issues (missed appointments or scheduling errors), billing errors and underperformance of advertised speeds. Several reviewers also note difficulties with outsourced support and inconsistent information about refunds and equipment charges. Use this context to set expectations and to plan for documentation when cancelling.

Documentation checklist

• Account number and full account holder name (signed termination request if sending by mail)
• Last invoice or billing statement and proof of payment for recent charges
• Equipment serial numbers and photos (before shipping) and return tracking number/receipt
• Copies of all communications with Ebox (emails, chat transcripts, call reference numbers)
• Postal receipt / registered mail return receipt if you send termination by post

Common mistakes

Common errors include failing to return rented equipment within the 20‑day window (which can trigger equipment charges), not sending cancellation requests from the account holder (Ebox requires the account holder to request termination), relying on unclear or undocumented web/app cancellation paths, and assuming refunds will return to a credit card - Ebox issues refunds by cheque only. Also, not keeping tracking records or written confirmation makes disputing charges harder.

Comparative recap

After cancelling

After you cancel, retain all confirmation documents and tracking receipts until any owed cheque arrives and your final bill is settled. If you have questions about terms or refunds, consult Ebox’s published resources: their terms and conditions and FAQ pages. If a refund or deposit is overdue or you cannot resolve a dispute with Ebox, consider filing a complaint with the Commission for Complaints for Telecom‑television Services (CCTS) or your provincial consumer protection office. Ebox resources: Terms & Conditions and Equipment return FAQ.

Address

Ebox Canada
11th Floor, 1225 Saint‑Charles West
Longueuil, Quebec J4K 0B9, Canada