Cancelling a service
To cancel a subscription, call Customer Service. Our agents will guide you through the process and tell you how to return your equipment, if necessary.
Got an offer from another provider?
Be sure to check how long the discounts will last, the regular rate after the discounts end, and the terms and conditions of the agreement. Before making your decision, contact one of our representatives to help you review the offer and discuss your options.
Planning a move?
Transfer your services to your new home! It’s simple! Just contact us as soon as possible to inform us of your new address.
Going away for an extended period?
You can put your services on hold for a period of one to six months to reduce your bill while you are away. Discover our seasonal suspension.
Have your needs changed?
There are several options that let you modify your services to meet your current needs:
- Check out our tips on assessing your needs
- Change your services yourself online
- Contact Customer Service
- Visit a Videotron store near you
Frequently asked questions about cancelling services
If you cancel a subscription before the end of your agreement, you must pay the balance of your mobile device or equipment and that of the discount granted, if applicable.
- If you purchased a mobile device with the Simplified Payment option: View your balance in the Simplified Payment option section of your invoice in the Customer Centre.
- If your mobile device was discounted when purchased: View discount details and the terms and conditions for applying the cancellation fees in your contract in the Mobile telephony services section in the Cancellation fee calculation based on discount(s) table.
- If you purchased Helix equipment on an instalment plan: View your balance in the Instalment Plan section of your invoice in My Account.
It depends on your situation. If you have rented equipment, such as a modem or router, you must return it to us in store. If you have purchased equipment, it belongs to you and you can keep it.
A 30-day satisfaction guarantee is included in the contract, subject to certain conditions. For more information, see section 3 “Warranties” of the service contract.
Your Helix services contract can be found in My Account. Contracts for other Videotron services are sent to you by email when you subscribe to or modify your services. Learn more about viewing your contract.
There are several resources to help you:
- Visit our troubleshooting pages to resolve issues related to your services:
- Check out The Community Forum, where you’ll find solutions from experts and other users.
- Contact our 24/7 Technical Support for guidance in finding a solution.
We’re here to help you make the most of all the features available to you!
- Discover Counter Services, for personalized mobile device support.
- Visit our support pages to make the most of your Television, Internet, and Mobile services.
- Learn more about how the Helix Fi and Helix TV apps work.
- Connect with the Community Forum for tips on how to use your services, or check out our blog posts.
- Contact our Technical Support or visit one of our stores and share your experience. We’d be happy to help!
