Cancellation Videotron: Easy Method

What is Videotron

Vidéotron is a Canadian telecommunications company providing residential and business services including internet, mobile, television and equipment rental/retail. It operates primarily in Quebec and parts of Canada, offering promotional plans that often require bundling and have specific eligibility conditions.

How to cancel Videotron

• Phone - You must call Videotron at 1‑877‑512‑0911 to request cancellation; there is no self‑service cancellation through My Account or the Customer Centre.
• Ask for confirmation - when you speak with the agent request a cancellation reference number, the effective termination date, and the final invoice amount, and ask how refunds (if any) will be handled.
• Return equipment - if you rented or leased equipment, arrange return instructions and obtain proof of shipment/receipt; equipment must be returned within 30 days to avoid being charged the equipment’s value.
• Escalate by mail if needed - if the call does not resolve the request, send a registered letter (lettre recommandée A/R) addressed to the Customer Relations department at Videotron’s head office (see Address section below) and keep a copy of the letter and proof of posting.

What happens when you cancel

Service access ends on the effective cancellation date provided by Videotron; depending on the service, apps (such as TV apps) and network access will stop immediately or at the end of the billing period. Your final bill will include outstanding charges, prorated amounts if applicable, and any early‑termination obligations or outstanding device balances. If equipment was rented or leased, failing to return it within the required timeframe can result in being charged for the equipment’s value. Refunds due after cancellation are governed by Videotron’s terms and the contract provisions.

Will I get a refund?

Videotron offers a 15‑day “satisfaction guarantee” in many service contracts: you may cancel within 15 days of activation and receive a refund for equipment and monthly fees subject to the conditions in your contract (see the contract’s Warranties section). For retail mobile accessories, unopened items may be returned within 15 days for refund or exchange; opened items may be returned within 15 days if they are ‘as new’ in original packaging, subject to exceptions (e.g., opened headphones or installed screen protectors may be non‑returnable). Videotron previously had a 30‑day money‑back guarantee, but that is outdated and does not apply to current policy. Upon cancellation and return of equipment, Videotron will automatically reimburse amounts over C$5; refunds under C$5 must be requested.

Vidéotron plans and pricing

Your consumer rights in Canada

Under Videotron’s terms and applicable Canadian consumer protections, you have specific entitlements: refunds above C$5 are processed automatically after cancellation and return of equipment, and refunds under C$5 must be requested. If equipment was rented or leased, it must be returned within 30 days of termination to avoid being charged for the equipment’s value. If you cancel mid‑term you may be required to pay outstanding device balances or the value of discounts and subsidies you received. If Videotron seeks to unilaterally amend the contract to increase your obligations or reduce its commitments, you generally have the right to refuse the amendment and terminate within 30 days of the amendment’s effective date without paying equipment‑related indemnities (see contract T&C). Note that some practices (for example, charges for unused SIM cards, refunds handling for small amounts, and certain interest practices) have been subject to class‑action litigation; those matters are being legally challenged and may affect remedies.

Customer experiences

Customer feedback is mixed. Some customers report positive experiences with individual agents who were patient and knowledgeable and with attentive in‑person service. However, many reviews raise recurring issues: billing errors, unexpected rate increases, overcharges (including being billed after cancelling), long wait times and inconsistent or unhelpful customer service, missed technician or equipment delivery appointments, and technical problems such as unreliable speeds or outages. Users also frequently report limitations in the app and self‑service tools, notably the inability to cancel services online, which increases reliance on phone support.

Documentation checklist

• Account holder full name and account number
• Phone number(s) and service address
• Activation date(s) and contract copy or summary
• Device serial numbers/IMEIs and equipment rental agreement (if applicable)
• Proof of purchase or receipts for devices and accessories
• Record of agent conversation: date, time, agent name, cancellation reference number
• Proof of equipment return (tracking number or receipt) and photos of packaged item
• Copies/screenshots of promotional offers or plan details relevant to your cancellation

Common mistakes

Common errors include attempting to cancel through My Account or the Customer Centre (these do not process cancellations), failing to request a cancellation reference number during the call, and not returning rented equipment within 30 days which can result in being billed for the equipment’s value. Some customers assume an older 30‑day money‑back policy still applies; current policy is typically a 15‑day satisfaction guarantee where applicable. Others forget to check for small refunds under C$5 that must be requested, or rely on standard mail instead of registered mail when escalating disputes, which can weaken proof of delivery.

Comparative recap

After cancelling

Keep all records of your cancellation request, including the cancellation reference number, return receipts, and final invoice. Confirm that any owed refunds are processed and monitor bank or credit statements for unexpected charges. If you have a dispute that isn’t resolved by Videotron, you can escalate via Videotron’s customer relations contact or consider filing a complaint with the Canadian Radio‑television and Telecommunications Commission (CRTC complaints) or your provincial consumer protection office. For official support pages and to review terms, see Videotron’s support and legal information pages: Vidéotron Support and Vidéotron Terms & Conditions. Keep an eye on class‑action developments if your issue relates to practices that are being legally challenged.

Address

Envoyer par courrier recommandé (lettre recommandée A/R) à l’attention de la Direction des relations avec la clientèle

Vidéotron ltée, siège social, Direction des relations avec la clientèle, 612, rue Saint‑Jacques, 8e étage, Montréal (Québec) H3C 4M8