Cancellation Freedom Internet: Easy Method

What is Freedom Internet

Freedom Internet (including Freedom Mobile's 5G Home Internet and wired home internet offerings) is a Canadian internet service provider that offers both wireless 5G home internet and wired plans, with separate terms for standalone home internet and bundled mobile+home plans. It uses a mix of proprietary wireless service and third‑party wired infrastructure and provides options for device rental or purchase.

How to cancel Freedom Internet

• Email [email protected] with your service or invoice ID and provide at least 30 days’ notice for cancellation of Freedom Internet service; keep a copy of the sent email and any reply as written proof. If you prefer postal mail, consider sending a registered/return‑receipt letter to the provider address (see Address section) to document notice.
• For Freedom Mobile 5G Home Internet (rental equipment) contact an agent via chat or phone to request cancellation; after the agent processes cancellation, return rental equipment within 30 days using the prepaid shipping label provided. Retain tracking and proof of shipment.
• If you purchased your Gateway/device (Freedom Mobile purchased equipment), no equipment return is required, but you must pay any unpaid MyTab balance and any TradeUp Return Value owing on the Gateway at the time of cancellation.

What happens when you cancel

When you submit cancellation notice, your service typically remains active through the applicable notice period (for e‑mail cancellations Freedom requests 30 days’ notice), and you remain liable for fees and any outstanding balances until the end of that period or until any contract term ends. If you have rental equipment, you will be required to return it within the timeframe specified (commonly 30 days) or face a non‑return fee equal to the device’s retail value. If you purchased equipment, you retain the device but must settle any remaining device‑related balances (MyTab/TradeUp) at cancellation.

Final billing will reflect any unpaid charges, prorated credits (where applicable), and potential device non‑return fees. Keep written confirmation of the cancellation date, any agent reference numbers, and evidence of equipment return to avoid disputes about post‑cancellation billing.

Will I get a refund?

Refunds and credits are limited and governed by several rules. Service interruption credits are available only when an outage lasts at least 48 consecutive hours; you must request a credit in writing within 15 days of the interruption and credits are prorated based on daily cost. Credits are not provided for outages caused by events beyond the provider’s control.

If cancellation or service end leaves a credit balance of C$10 or more, Freedom will issue a refund within 30 days, either by cheque or back to your credit card; balances under C$10 are not automatically refunded. One‑time activation or installation fees are non‑refundable. Also note you remain responsible for any unpaid recurring charges or device balances until they are settled; failure to return rental equipment may lead to a charge equal to the device’s retail value.

Freedom Internet plans and pricing

Your consumer rights in Canada

Freedom references the CRTC Internet Code in its 5G Home Internet terms, which sets out requirements for clear disclosure of service terms, cancellation and refund policies, and consumer protections. Under Canadian rules, providers must inform consumers about their obligations and cancellation/refund terms. If you believe your rights under the Internet Code or other telecom rules have been breached, you can raise the issue with the provider and, if unresolved, escalate to the Commission for Complaints for Telecom‑television Services (CCTS) or review CRTC resources for guidance on your rights.

Customer experiences

User reviews are mixed. Positive reports highlight stable connections, good 5G coverage in some urban areas (for example Mississauga and Toronto), fast speeds and competitive pricing that challenges larger carriers. Some long‑time residents have praised the value proposition when bundling mobile and home internet.

However, many customers report negative experiences around customer service and cancellation: long on‑hold times, multiple transfers, billing continuing after cancellation or equipment return, difficulty obtaining refunds, and problematic follow‑through by agents or stores. Several accounts describe lengthy and frustrating cancellation processes for home internet services. These reported issues suggest extra diligence and documentation when cancelling.

Documentation checklist

• Account number, service/invoice ID and full account holder name
• Date/time of cancellation request and copy of the cancellation email or chat transcript
• Agent name/ID and any reference/cancellation number provided
• Device serial numbers/IMEI for routers or gateways (if applicable)
• Proof of equipment return: prepaid label receipt and carrier tracking number
• Final bill and outstanding balance amount (screenshot or PDF)
• Written refund request (if you expect a refund) and record of follow‑up

Common mistakes

Common errors include relying on verbal confirmation rather than written proof, failing to request or keep the prepaid shipping label and tracking number for returned rental equipment, not sending a cancellation notice with the required notice period (e.g., 30 days by email), and neglecting to document agent names or reference numbers. Some customers forget to request a refund in writing for service interruptions or remaining credit balances of C$10 or more, which can delay or forfeit recovery of funds. Another frequent issue is assuming billing will stop immediately without written confirmation - always obtain a cancellation receipt.

Comparative recap

After cancelling

Keep all cancellation confirmation emails, chat transcripts, shipment tracking and final invoices. If you experience billing after confirmed cancellation, present your documentation to Freedom’s billing team and request an escalation. If the provider does not resolve the issue, you may file a complaint with the CCTS (https://www.ccts-cprst.ca/) and reference the CRTC Internet Code information (https://crtc.gc.ca/eng/internet-code.htm). For general account or plan pages, see Freedom Mobile’s site (https://www.freedommobile.ca/). Retain records until any disputed charges are resolved and refunds (if due) have been issued.

Address

PO Box 114, 207 Queens Quay West, Suite 710, Toronto, Ontario M5J 1A7, Canada