Cancelling a cell or internet contract: fees and next steps

Check the written agreement, distinguish device balances from cancellation charges, and challenge an amount that does not match the applicable rules.

Adapted from a guide first written for Quebec readers: passages specific to Quebec were removed. Rules in your province may differ.

Cancellation costs depend on the contract, the service, any fixed term and whether the provider subsidized a device or other required equipment. A remaining device balance is not necessarily the same thing as a cancellation fee. Start with the signed agreement and the itemized final bill.

Before cancelling

1. Find the contract term, monthly price, device or equipment price, initial payment, subsidy and the date service began.
2. Ask the provider for a written breakdown of every amount due and the clause or rule that supports it.
3. Check whether a promotion applies to service charges or to the price of equipment; the distinction can change the calculation.
4. Confirm the cancellation date, number-porting steps, return requirements and whether automatic payments will stop.
5. Keep the agreement, chat or call reference, cancellation confirmation and final bill.

If the bill appears wrong

First dispute the amount with the provider in writing and request its complaint process and a final response. If unresolved, the CCTS may handle eligible complaints about phone, internet or television services. The CRTC's Wireless Code explains protections for wireless customers. The rules differ by service and can change, so verify current requirements before relying on a fee estimate.

Sources and limits

Contract terms and rules vary; verify the itemized calculation with the provider and regulator.

General information based on federal and national rules; provincial rules may differ. Confirm with the official body before acting.