Cancellation Guide

The short version

• Send us an email requesting cancellation. We need 30 days’ notice.
• Make sure the request comes from an authorized contact.
• Port your telephone numbers to your new provider before your service ends.
• Return any leased equipment within 14 days of your cancellation date.
• Settle your final invoice.

Thank you for choosing us. We appreciate the opportunity you gave us, and wish you the very best of luck with your new provider.

1. Give 30 days’ notice

Cancellation requires 30 days’ notice. A request received before close of business starts the clock that day.

We do not offer prorated billing, so it is worth keeping that in mind when you time your request. Giving notice on your invoice date, or shortly before it, is the best way to avoid being billed for an additional month.

Email us and tell us two things:

1. Your intended last day of service.
2. Who your new provider is, so we can help ensure a smooth port of your numbers.

If your proposal with us includes a fixed term rather than our standard rolling 30-day contract, check that term before you send notice. Cancelling inside it triggers an early cancellation charge, covered below.

2. Send it from an authorized contact

Cancellation is a change that affects billing, so it has to come from someone with authority on the account. That normally means your office manager, your signing authority, or your billing contact.

If you are not sure who is listed, ask us before you send the notice. It saves a round trip.

3. Port your telephone numbers

Your numbers are yours to keep, and under CRTC portability rules you have the right to take them with you. But you have to move them before your service ends. Numbers still with us when the account closes are returned to public use and may be reassigned to someone else. That is usually not reversible.

Start early

Begin the port with your new provider as soon as you give notice. Ports depend on both carriers and can take longer than expected.

What your new carrier will ask for

• An account number. Unlike the big telcos, we use our customers’ names. We think you deserve a provider who doesn’t look at you as an account number. If your new provider asks for one, tell them to use the business name instead.
• Your telephone numbers. Since our invoices don’t list them, you can find the full list of numbers in your online portal with office manager access.
• Your service address. Your invoice shows the address we have on file. The port request must match it exactly.

What could hold a port up

We will not delay or obstruct a port-out, except where:

• The company name doesn’t match exactly
• The address doesn’t match exactly
• There is an outstanding balance on your account
• The account is suspended or cancelled

By far the biggest reasons a port stalls are a mismatched address or company name, so it is worth checking both before the request goes in.

4. Download anything you need to keep

Prior to your cancellation, be sure to download your voicemail, call recordings, call history and anything else you’d like to keep, as they will become unavailable once your account is cancelled.

5. Return your leased equipment

All leased equipment must be returned within 14 days of your cancellation date. That includes VoIP ATA devices, routers, switches, phones, cables and power bars that you did not purchase.

Unless we have arranged to collect it, you are responsible for shipping it back to us, packaged well enough that it arrives undamaged.

Return it in reasonable condition, allowing for normal wear and tear. Anything not returned, or returned damaged beyond normal use, is billed to your account at retail price.

Phones you purchased and equipment you brought yourself stay with you. A purchased handset will usually need reconfiguring before it works on another provider’s platform, and we will release it from our provisioning on request.

6. Settle your final invoice

A few things affect what your last bill looks like.

We do not prorate. Where your service is still active on the date we bill, you are charged for that full month.

Early cancellation charge. If your proposal sets a fixed term and you cancel before it ends, an early cancellation charge of 50% of the monthly recurring charge for each month remaining in the term becomes payable, and appears on your final invoice.

Unreturned equipment. Anything not returned within 14 days is billed at retail price.

Your numbers are released once any outstanding balance is paid, so settling the final invoice promptly matters if a port is still in progress.