Cancellation Videotron: Easy Method

What is Videotron

Videotron in plain terms

Videotron is a Canadian telecom company that sells internet, mobile, television, and related services. Its headquarters is in Montréal, Quebec, Canada, and the cancellation and legal information in the verified source points to a Quebec-based operation rather than a Malaysia-facing service.

For readers in Malaysia, that matters a lot. If you subscribed while staying in Canada, studying there, or managing a Canadian household account from Malaysia, you are dealing with a foreign telecom provider with support centred on Canada, including a cancellation phone line at 1-877-512-0911 and support hours from 8 a.m. to 7 p.m. Monday to Friday, then 9 a.m. to 6 p.m. on weekends (videotron.com).

What people actually pay Videotron for

On the subscription side, users usually pay for monthly connectivity plans such as mobile or internet bundles, plus any device financing or equipment commitments tied to the account. The verified cancellation policy says that if you end service before the agreement is fully settled, you must pay the remaining balance of the mobile device or equipment and any granted discount balance that still applies (videotron.com).

That means the monthly plan is only part of the story. A user may think the bill is just a service fee, but the final amount after cancellation can also include unpaid hardware, modem-related equipment, or a discounted device amount that gets clawed back under the agreement.

How Videotron works for users in Malaysia

Videotron does not present itself in the verified source as a Malaysia-local provider. There is no Malaysia pricing page, no stated support in Bahasa Malaysia, and no sign of local payment methods such as FPX, DuitNow, or local e-wallet billing in the source used for this guide.

So if you are in Malaysia and trying to cancel, treat this as an overseas service case. Prepare for time zone differences, overseas calling issues, and the need to keep your own records carefully. If you plan to replace the service with a local option after cancelling, common alternatives in Malaysia include Unifi, Maxis, TIME dotCom, and CelcomDigi, all of which have stronger local support and billing familiarity.

How to cancel Videotron without getting charged again

Checks to do before you call

Many Videotron users get annoyed because the steps are not fully self-service, and that frustration is justified. The company says you cannot cancel a service yourself in My Account or the Customer Centre. You can modify certain plans and options there, but full cancellation must go through support by phone at 1-877-512-0911 (videotron.com).

Before you call, collect four things. Get your account number, the exact service you want to stop, your latest bill date, and screenshots of your current plan or add-ons. If there is equipment financing, check the remaining balance shown on your statement. This saves time when the agent asks questions and helps if a disputed charge appears later.

• Take a screenshot of your current package and monthly amount
• Note your most recent billing date and expected next billing date
• Check whether any device or equipment balance remains
• Save chat transcripts or old bills in one folder

What you can and cannot do online

If you log in to My Account or the Customer Centre expecting a Cancel button, you will likely waste time. The verified support page says cancellation cannot be done on your own inside the account area, even though some plan changes and options can be managed there (videotron.com).

What the website is still useful for is preparation. Open Videotron cancellation support and review the support information before calling. If the page shows a Chat with a representative option, you can use chat to clarify fees, billing dates, or equipment questions, but the source only confirms phone as the actual cancellation method.

Phone cancellation steps that usually work fastest

If you want the cleanest route, call 1-877-512-0911 during support hours. The listed hours are Monday to Friday from 8 a.m. to 7 p.m., then Saturday and Sunday from 9 a.m. to 6 p.m. (videotron.com). Because this is a Canadian line, Malaysian users should think about the time difference before dialing.

When the agent answers, say clearly that you want to cancel a specific service and want the effective date confirmed during the same call. Ask three direct questions before ending the call: what date access ends, what final charges will appear, and whether any equipment or discount balance remains. Then ask the agent to note the cancellation request on the account and send confirmation if available.

• State the exact service to cancel
• Ask for the effective cancellation date
• Ask whether the next bill will still be generated
• Ask for final balance details
• Write down the agent name and time of call

Using chat or post when you need written evidence

Chat is available on the support page, but the verified source does not say chat alone can complete a cancellation. Use it to ask for the correct account status, outstanding charges, and return steps for equipment. After that, complete the cancellation by phone so there is less room for the company to say the request was only an enquiry.

If you want stronger proof, you can also send a registered letter to Videotron’s corporate address. A modern digital option such as Postclic can give timestamped proof of sending, receipt, and opening without relying on traditional paper post. This should be used as a supporting record, not as a substitute for the phone call, because the company’s own support page directs users to cancel by phone.

Postal address for a supporting notice

If you decide to send a written notice as backup, use this address:

• Videotron Ltd., 612 Saint-Jacques Street, Montréal, QC H3C 4M8, Canada, Attention: Corporate Secretary

In your letter, include your account number, phone number, service address, requested cancellation date, and a sentence asking for written confirmation. Keep a copy of the letter and proof of dispatch together with your final bill.

After the request, what changes on your account

When access usually ends

A common worry is losing service too early, especially if you still need internet for a few more days. The verified source does not give a universal cut-off formula such as access until the end of the month, so you must ask the agent for the exact effective date during the call and write it down immediately.

Do not assume the service stops the same day you call. Also do not assume it continues until the next invoice. Since Videotron requires agent-assisted cancellation, the actual cut-off may depend on how the request is keyed into your account. That is why the date spoken on the call matters more than guesses.

What happens if you do nothing

The terms data says each contract is for an indefinite duration and there is no end date specified. In simple terms, the service does not naturally expire on a fixed contract end date. If you do not cancel, billing can continue under the ongoing account arrangement (videotron.com terms data).

This catches people out because they may think a financed device or old promotion ending also ends the service. It does not. If the account remains active, charges can continue until a proper cancellation request is processed.

Your data and account records

The available source does not explain what user data is deleted or retained after cancellation. Because that part is unclear, save everything you may need before you call, including bills, service details, and any support transcript that shows pricing or prior promises.

If your account includes online billing access, download statements before the service closes. Once an account is terminated, login access sometimes becomes limited, and getting old records later can be a hassle.

Refunds, final bills, and early termination costs

Videotron’s refund position is strict

Many users feel angry when they cancel and then learn there is no refund for unused time. The verified policy is blunt: no refund after cancellation. The same source also says that if you cancel before the end of your agreement, you must pay the balance of your mobile device or equipment and the balance of any granted discount, if applicable (videotron.com).

So if you cancel halfway through a billing cycle, do not expect a pro-rated return unless an agent explicitly agrees to something separate. Based on the verified source, the standard position is no refund after cancellation, including for unused period claims.

How to ask for a billing correction anyway

If the problem is not regret but a wrong charge, call 1-877-512-0911 and state the disputed amount, bill date, and reason. The source does not give a dedicated refund workflow for billing errors, but it does direct users back to customer service for assistance (videotron.com).

Your best chance is to be concrete. Quote the amount, the invoice date, and what should have happened instead. Have screenshots ready. If the issue is a post-cancellation charge, say the cancellation date, who handled it, and whether any confirmation was promised.

• Account number
• Transaction date
• Charged amount
• Cancellation date claimed
• Proof such as screenshots or call notes

Your cancellation rights in Malaysia for eligible contracts

For readers in Malaysia, the Consumer Protection Act 1999 can give a 10 working day cooling-off period for certain direct sales contracts, including door-to-door and mail-order sales, if the contract is in writing, carries the required cooling-off statement, is signed by both parties, and you received a duplicate copy. Refunds for eligible returned goods are generally due within 7 calendar days after the supplier receives the goods back.

This does not automatically mean every Videotron account qualifies. Videotron is a Canadian telecom, and the verified source does not describe a Malaysia-specific cooling-off policy. If your sign-up happened through a channel covered by Malaysian law and the contract format matches the statutory conditions, raise that point clearly when seeking cancellation or refund. If the company rejects it, you can escalate through KPDN or TTPM.

When to use a chargeback in Malaysia

If Videotron keeps billing after a confirmed cancellation or charges you without authorisation, contact your card issuer and ask to dispute a recurring or unauthorised card transaction. In Malaysia, banks usually handle this as a chargeback under card-network rules, commonly within about 60 to 120 days from the transaction date or from when the problem was discovered.

This sits within Bank Negara Malaysia’s financial consumer protection framework under the Financial Services Act 2013 or Islamic Financial Services Act 2013, depending on the product. Use chargeback as a last resort after trying customer service, because your bank will usually ask for evidence such as cancellation notes, statements, and screenshots.

Videotron terms that affect cancellation and billing

Indefinite duration and ongoing billing risk

The most useful term here is simple: each contract is for an indefinite duration and there is no end date specified. That means your service does not stop on its own after a neat fixed term, even if a discount period or device plan changes later.

For Malaysian readers, the practical lesson is easy. Do not wait for the service to “end naturally.” If you want out, submit a clear cancellation request and keep proof that you did so.

Applicable law and unclear points

The terms data says the contract is interpreted according to the laws and regulations of Quebec, Canada. This matters if there is a formal dispute with the company itself, because the contract language points back to Quebec rather than Malaysia.

Some points are still not clarified in the available terms data, including auto-renewal wording, free trial conversion details, dispute procedure wording, and data retention after cancellation. Since those details are not clearly provided in the verified material used here, ask support directly and save the answer in writing where possible.

Videotron plans and pricing in MYR

Current recurring plans from the verified data

Prices are approximate, converted from USD at the rate 1 USD ≈ 4.72 MYR, and should be checked against the official website for exact current pricing.

Which plan is the cheapest and which costs the most

Based on the verified pricing data, the cheapest recurring plan listed is the Talk and Text plan at $30.00 (RM142)* per month. The most expensive is the 100 GB Canada and International plan at $75.00 (RM354)* per month.

The 150 GB Canada and United States plan at $60.00 (RM283)* can look better value than the 100 GB Canada and United States plan at $55.00 (RM260)*, because the extra 50 GB only adds $5.00, about RM23. If you are barely using cross-border features from Malaysia, though, any of these plans may be overkill.

Billing notes before you decide to keep or cancel

The verified data only gives monthly pricing, not annual discounts. There is also a warning that prices can change and may vary based on promotions or extra discounts, so your own bill may not match the headline plan amount exactly.

The real hidden cost is usually not the monthly plan itself but the hardware or discount balance triggered when you cancel early. If your service includes financed equipment, compare the remaining balance against the savings you get by leaving now. Sometimes cancelling immediately still makes sense, but run the numbers first.

Rights and complaint paths that matter in Malaysia

Malaysian law that may help you

In Malaysia, consumer cancellation and cooling-off issues are mainly linked to the Consumer Protection Act 1999. For certain direct sales contracts, the law provides a 10 working day cooling-off period if the written contract contains the required cooling-off statement, is signed by both sides, and a duplicate copy was given to the consumer.

This will not automatically override every foreign telecom arrangement, especially one governed by Quebec law in its own terms. Still, if a Malaysian consumer was sold the service through a covered sales method and the paperwork fits the Act, that legal point is worth raising immediately with the seller and then with KPDN if needed.

How to complain when Videotron ignores you

If Videotron does not act on a valid complaint about post-cancellation charging, misleading sales conduct, or refusal to address a billing issue, prepare a short file with your contract, bills, screenshots, call notes, and bank statement entries. Then lodge a complaint with the Ministry of Domestic Trade and Cost of Living, known as KPDN.

If money is still in dispute and you want a practical consumer forum, the Tribunal for Consumer Claims Malaysia, or TTPM, is the route many readers ask about. TTPM is meant for consumer claim disputes and can be more approachable than a full court process. Use it when you have a clear amount, clear documents, and proof that you already tried to resolve the issue directly.

Useful Malaysia escalation contacts

For KPDN, use the official public portal to submit a complaint and follow the instructions for consumer cases. For TTPM, use the tribunal’s official portal for claim procedures, filing details, and document requirements. Since this case involves a foreign provider, attach every cross-border detail you have, including the Canadian support number and any overseas billing reference.

If your issue is specifically a card dispute, contact your issuing bank quickly rather than waiting. In Malaysia, the chargeback window is commonly around 60 to 120 days, and delay can weaken your case.

What customers say about the cancellation process

Overall verdict from available reviews

Overall review trend: 0 positive and 4 negative reviews in the provided sample. Based on that small but consistent sample, cancellation appears difficult rather than smooth. The biggest complaints are long waits, poor service attitude, and trouble getting money back.

For Malaysians used to local telco hotlines, this may feel extra frustrating lah, especially when an overseas provider requires a phone call for cancellation. The local pain points that often push people to switch internet providers in Malaysia also remain familiar here: service outages, high latency during peak hours, and limited coverage in rural areas.

Recurring themes in the feedback

• "I waited 35 minutes and was accidentally disconnected. I called again and waited and waited, probably 30 minutes, and was too irritated to wait any longer." (La Communauté Vidéotron)
• "After 20 yrs I'm no longer with Videotron. Had a bad experience with the 'satisfaction' department. Pretty much their satisfaction offer was simple. Cancel your services we don't care we won't budge an inch." (TrustPilot)
• "I ordered the iPhone 12 Pro Max on Dec 26 and was told that I should be getting it within 2 weeks. I checked on 6th Jan for the status and was told that the phone is in pre-order but the official date is 11 Jan." (La Communauté Vidéotron)
• "I have been trying to get my money back and below are the excuses they are giving me: 1) We just received confirmation from the finance department and the amount will be paid this week (I received this answer 4 times)." (La Communauté Vidéotron)

Balanced take, despite the negative sample

The provided review set contains only negative comments, so that is the honest picture from the source material. To stay balanced, there are still a few practical positives in the official setup: Videotron publishes a direct cancellation phone number, clearly states that self-service cancellation is not available, and discloses the no-refund rule upfront on the support page rather than hiding it behind multiple screens.

That does not make the experience pleasant, but it does help you prepare. You know before calling that this is a human-agent process and that refund expectations should be low.

Documents to prepare before and after cancellation

What to save before you cancel

If cancellation steps feel unclear, paperwork is what protects you. Save a screenshot of your plan, the monthly amount, your account number, and your latest bill. If there is a device on instalment, save the page or statement that shows the unpaid balance.

• Latest invoice PDF or screenshot
• Current plan page screenshot
• Account number and service address
• Device or equipment balance record

What to keep for refund or dispute cases

For a refund request or billing dispute, the most useful items are transaction dates, charged amounts, bank statement entries, and notes of every support contact. Write the call date, time, phone number used, and the name of the agent if given.

After cancellation, keep proof for at least 4 months. That lines up better with the common Malaysian chargeback window of around 60 to 120 days if an unauthorised recurring charge appears.

Common mistakes that lead to extra hassle

Trying to cancel only through the account portal

A lot of people assume every telecom has a self-service cancel button. Videotron says you cannot cancel on your own in My Account or the Customer Centre (videotron.com). If you only change options online and never call, the service may stay active and billing may continue.

Solution: use the portal for information gathering, then complete the actual cancellation by phone. If you used chat for clarification, save the transcript and still call the support number.

Expecting a pro-rated refund after stopping early

This is one of the biggest misunderstandings. The verified policy says no refund after cancellation, and that includes cases where you simply no longer want the service before the billing period feels “fully used” (videotron.com).

Solution: assume the refund answer is no unless you are disputing a clear billing error. If the account also has device financing, calculate the final exit cost before you cancel so there is no nasty surprise.

Ending the call without a clear effective date

Because the source does not give a universal shut-off timeline, many disputes start with a missing date. A user later says, “I thought it ended that day,” while the company bills longer because the request was scheduled differently.

Solution: ask, during the same call, “What is my exact effective cancellation date?” Then write it down, screenshot the call log, and save any follow-up message.

Not preparing for long waits or disconnections

One review reported a 35 minute wait and accidental disconnection, then another 30 minute wait attempt (La Communauté Vidéotron). If you call without your documents ready, a dropped call means starting all over again.

Solution: call during a time when you can stay on the line, keep all records in front of you, and note the minute the call started. If the line drops after partial progress, your notes help the next agent continue faster.

Ignoring your bank statement after cancellation

Some users only realise a problem one or two billing cycles later. By then, memories fade and evidence gets messy. For overseas merchants, that delay can make the dispute process more irritating than it needs to be.

Solution: monitor the payment card or bank account for at least 120 days. If a charge appears after the confirmed cancellation date, contact Videotron once, then your bank if the issue is not fixed promptly.

Side by side comparison of cancellation methods

Practical comparison table

Key takeaway for Malaysian users

Phone is the direct route because that is the method confirmed by the official support page. Registered mail is slower but useful if you want a paper trail. Chat is good for clarifying details, but the verified source does not confirm it as a standalone cancellation channel.

Can or not to rely on one method only? Better not. For a cleaner file, many users do phone for the actual stop request, then keep written backup through chat notes or a posted notice.

What to do after Videotron says the service is cancelled

Immediate checks in the first 24 hours

Right after the call, save the call log, note the agent name, and write the effective cancellation date in your calendar. If any confirmation message arrives, screenshot it immediately. If nothing arrives, your own notes become the main evidence.

Then check whether your account portal still shows the service as active or pending change. Since online cancellation is not supported, the portal may not update instantly, but any visible status change is useful evidence.

Watch your card or bank account closely

Monitor statements through the next one to four months. Look for recurring charges from Videotron after the agreed stop date, as well as any final bill that includes device or equipment balance. Compare each charge against what the agent told you on the call.

If an unauthorised charge appears, ask your bank about a chargeback or disputed recurring card transaction. In Malaysia, the common window is around 60 to 120 days, so act quickly and attach your cancellation records.

Local alternatives if you are switching in Malaysia

If your goal is simply to move to a provider that is easier to manage from Malaysia, three practical names stand out. Unifi has broad fibre coverage, TIME dotCom is strong for high-speed fibre where building coverage exists, and Maxis offers fibre plus 5G fixed wireless access options.

CelcomDigi is also worth a look for users comparing fibre and 5G home connectivity, while Astro can fit some lower-speed needs. Compare contract length, router terms, and installation charges before signing, not just the promo headline.

Useful links

• Videotron cancellation support page
• KPDN official website
• Tribunal for Consumer Claims Malaysia

Postal address and written notice details

Where to send a written cancellation backup

If you want to send a supporting written notice, use this physical address:

• Videotron Ltd., 612 Saint-Jacques Street, Montréal, QC H3C 4M8, Canada, Attention: Corporate Secretary

This address is useful for a formal written record, especially if you are overseas and worried about a later dispute. Still, the official cancellation instruction in the verified source is to call 1-877-512-0911.

What to write in the notice

Your notice should be short and specific. Include your full name, account number, service address, contact number, the service to be cancelled, and the exact cancellation date you are requesting. Ask for confirmation and mention any device or equipment issue only if relevant.

Do not send a vague letter saying you “may stop soon.” A precise notice works better if you later need to show KPDN, TTPM, or your bank that you made a clear request on a specific date.