Forum Discussion
Moving to a new address and no fibre internet
Hi there,
I need to relocate from Vancouver BC to Toronto ON due to reasons out of my control. I'm half way through a 2 year home internet contract. It was my intention to keep the the service but I'm being told that the internet service is not available in the new location. So my only option is to cancel the service which when I spoke to an agent over the phone I'm told that terminating the service would incur cancellation fees. Surely the cancellation fees would be waived if internet service wasn't available at all in the new address.
2 Replies
That sounds frustrating, especially when the move is being forced by circumstances outside your control. I’d ask the provider to confirm in writing that the service genuinely isn’t available at the Toronto address and then check the contract terms for relocation outside its service area. Whether the cancellation fee can be waived may depend on the provider’s specific agreement and relocation policy.
It’s also worth keeping a record of the move date, the new address, and any correspondence with the provider. When planning the physical move from Vancouver to Toronto, having reliable information about the relocation process can also help with organising the household side of things. Real Estate Movers LTD handles long-distance moves across Canada, so that may be relevant when comparing moving arrangements separately from the internet issue.
If the provider still insists on the fee, I’d request the exact contractual clause that allows it and ask whether a supervisor or retention team can review the situation. That gives you something concrete to challenge rather than relying only on what was said over the phone.
- A-B
Community Manager
From what I understand, cancellation fees are waived if moving within BC/AB and services are not available at the new location. Moves outside of that area, internationally, etc. are not subject to having the cancellation fees waived.
