Cancel contract

If you are looking to cancel your bring your own phone plan or home internet service, there are several steps you should take to ensure the process is as smooth and cost-effective as possible before you contact your provider. If you are not on a fixed-term contract, the process is generally quick and straightforward. This guide explains how to terminate your services and what to keep in mind to make the transition easier.

How do you cancel a contract?

Regardless of your reason for cancelling, we recommend first checking if you are still within a commitment period (term) or if you are on a month-to-month basis.

If you leave a provider while still “in contract” (common for home internet or plans bundled with a device), you may be charged an Early Termination Fee (ETF). For wireless plans, this is typically the remaining balance of your device financing plan. Under the CRTC Wireless Code, the cancellation fee is strictly limited to the unpaid balance of your phone, which must be reduced to zero over a maximum of 24 months. Depending on how much time is left on your term, this can be a significant amount.

The steps to cancel vary by provider. Most allow you to notify them via phone or through your online account portal. Regardless of the method, always ensure you receive a written confirmation (via email or letter) that clearly states the cancellation date and any agreed-upon final charges.

Situations where you can cancel without penalty

If you are on a month-to-month (no term) agreement

If you brought your own phone or your initial two-year internet contract has expired, you are likely on a month-to-month plan. Under the CRTC Wireless Code, you can cancel these services at any time without paying an early termination fee.

During the trial period

If you signed up for a new wireless or internet service recently, you have a mandatory trial period. In Canada, this is typically 15 days (and 30 days for people with disabilities). During this time, you can cancel without penalty if you have used less than half of your monthly data allowance and the equipment is returned in near-new condition.

If the provider changes the key terms of your contract

Service providers must give you at least 30 days’ notice before making any changes to the fundamental terms of your contract (such as price increases for fixed-term plans). If they make such a change, the CRTC rules often allow you to terminate the contract without penalty.

Please note! This does not usually apply to “no-term” plans where price increases are permitted with 30 days’ notice, or if a promotional discount has simply expired.

How do pro-rated refunds work?

In Canada, providers are required to provide pro-rated refunds for services paid in advance. This means if you cancel halfway through your billing cycle, your final bill should reflect only the days the service was active. This applies to wireless, internet, and TV services.

Can you cancel due to poor network coverage?

If you discover the coverage is inadequate during your 15-day trial period, you can cancel without penalty. This is the best time to test the signal in your home and workplace.

If you move to a new location with poor coverage later on, the situation is more difficult. There is no automatic right to cancel a fixed-term contract for free due to a move, though some providers may waive fees if they cannot provide service at your new address. Always check your specific service agreement for “Move” policies.

Tip! Before cancelling, ask if your provider offers a “Network Satisfaction Guarantee”. Some major carriers now allow a one-time service credit or a penalty-free exit if technical support confirms that coverage at your primary residence does not meet their advertised standards.

Some competing carriers may offer “contract buyout” credits to encourage you to switch. They might cover a portion of your ETF or device balance if you switch to them, though this often requires you to trade in your current phone.

Can you keep your phone number?

Yes! In Canada, this is known as Wireless Number Portability. You have the legal right to keep your phone number when switching providers.

Do not cancel your service with your current provider yourself if you want to keep your number. Instead, contact your new provider. They will initiate the “port-in” request, which automatically cancels your old service. You will need your account number or your phone’s IMEI number to complete this.

How do you cancel home internet?

First, check if you are on a fixed term or a month-to-month plan. Cancelling home internet early can result in an ETF, often calculated as a flat fee multiplied by the months remaining (e.g., $15/month). 

If you are cancelling because you are moving, check if the provider offers service at your new home; if they do, a “Move” request is usually better than a cancellation.

Remember equipment return

Most providers lease the modem and mesh Wi-Fi pods to you. You must return this equipment – usually via a Canada Post drop-off – within a specific timeframe (often 30 days). If you fail to return the equipment, you could be charged between $150 and $300 per device.

Always keep your Canada Post tracking receipt. This is your only legal proof of return if the provider claims the equipment was never received.

How Canadian providers calculate Early Termination Fees (ETFs)

In 2026, the Canadian market follows strict CRTC regulations regarding how fees are calculated:

• Wireless (with a phone): There is no “cancellation fee” for the service itself. You only pay the remaining device balance. For example, if your total device financing balance was $480 over 24 months and you leave after 12 months, you owe $240.
• Wireless (BYOP): Since there is no device or term, the ETF is $0.
• Home internet: Providers typically use a pro-rated calculation. A common formula is a set amount (e.g., $15 or $20) for every month left in your commitment. So, if you have 5 months left on a 2-year term, your fee would be roughly $75–$100.
• Notice period: Under CRTC regulations, 30-day notice periods are banned for wireless, internet, and TV services in Canada. You have the right to cancel your service immediately. The provider must stop billing you on the day you request cancellation, provided you return any leased equipment promptly.