A Cogeco charge on your bill is typically one of a handful of things: your monthly service fee, an installation or technician visit, an equipment rental such as an extra 4K or Cloud PVR box, a mobile roaming day, or a fee tied to canceling before a promotional period ends. Each of these is set out in Cogeco’s published terms, and each can be reviewed, questioned, or disputed through a defined process that runs from Cogeco’s customer service line up to an independent industry ombudsman.
Common Fees on a Cogeco Residential Bill
Cogeco’s standard residential fees include a professional installation charge of $150 per technician visit and up to $80 for a self-installation support visit. Each additional EPICO 4K or Cloud PVR box adds $7 per month to the bill.1Cogeco. Billing and Account
Cogeco Mobile customers who travel may see daily roaming charges of $7 in the United States and $15 in over 60 other countries. These roaming fees appear as separate line items keyed to the day the device connected abroad.1Cogeco. Billing and Account
New Cogeco Mobile customers also have a 30-day money-back guarantee. If you cancel within 30 days and have used no more than half your monthly usage allotment (or 100 percent for customers with a disability), the monthly fee is waived.2Cogeco. Terms and Conditions
Early Termination and Cancellation Fees
The charge customers most often question is the early termination fee. If you cancel a residential service before the end of a promotional offer period, Cogeco can bill up to $75 per service canceled. That fee does not apply to residential customers in Quebec.2Cogeco. Terms and Conditions
To confirm whether a cancellation fee actually applies to your account, log in to the My Account portal in a web browser, go to Billing, then Billing History, and open Service Agreements. A “Yes” in the Cancellation Indemnity column means an active fee obligation is on file; a “No” means there isn’t one.3Cogeco Support. What Happens If I Cancel My Service Before the End of My Offer Period Checking this before you call to cancel avoids a surprise on the final invoice.
How to Dispute a Cogeco Charge
Start with Cogeco directly. Call customer service at 1-833-947-2526, available Monday through Friday from 9 a.m. to 7 p.m. ET, or submit a complaint through Cogeco’s online form. The company commits to responding within two business days.4Cogeco. Complaint
If the first call doesn’t resolve it, escalate in writing to the Office of the President at 950 Syscon Rd, PO Box 5076 Stn. Main, Burlington, ON, L7R 4S6.4Cogeco. Complaint Keep copies of your bills, any chat transcripts, and the dates you called.
When Cogeco’s internal process doesn’t produce a satisfactory result, the Commission for Complaints for Telecom-television Services (CCTS) mediates disputes between Canadian telecom providers and their customers. The CCTS can be reached at 1-888-221-1687 or through ccts-cprst.ca. Billing was the single largest category of complaint the CCTS handled in its most recent annual reporting year, at 46 percent of the 23,647 complaints accepted for the year ending July 31, 2025.5Financial Post. Telecom and TV Complaints Continue to Rise Across Canada
Your Protections Under the CRTC Internet Code
The CRTC’s Internet Code gives customers two protections that matter when a charge is in dispute. First, a provider cannot disconnect service for nonpayment if you have notified the provider of a billing dispute and paid all undisputed amounts. That means if you owe $100 in usual service charges plus a $75 fee you’re contesting, paying the $100 while the dispute is open keeps your service on.6CRTC. Internet Code Simplified
Second, new customers are entitled to a trial period of at least 15 days, or 30 days for customers with a disability, during which they can cancel without penalty. Equipment must be returned in near-new condition to qualify.6CRTC. Internet Code Simplified If a charge appears on your first bill and you’re still inside that window, the trial period is often the cleanest exit.
Class Actions Over Cogeco Billing
A pending class action in Quebec is worth knowing about if your bill went up without a clear breakdown. On September 20, 2024, an authorization application was filed in Quebec Superior Court alleging that Cogeco imposed a $5.99 per month rate increase using notices that failed to disclose both the original total price and the new total price, as required by section 11.2 of Quebec’s Consumer Protection Act. The proposed class covers all customers whose monthly rates were unilaterally increased in violation of the Act since September 20, 2021. The suit seeks full reimbursement of the increases plus $200 per customer in punitive damages. On the available record, the case is awaiting an authorization hearing.7LPC Lex. Illegal Rate Increases Imposed by Videotron and Cogeco
An earlier action, Barbeau v. Cogeco Connexion Inc., was filed by Lambert Avocats in January 2019 on behalf of Quebec and Ontario customers who were incorrectly billed or deprived of internet, television, or phone services from April 1, 2018 onward, after Cogeco implemented a new computer system. That case was settled out of court and the settlement was approved by the court.8Lambert Avocats. Cogeco Class Action9Woods LLP. Class Actions Neither case removes your right to dispute a specific charge on your own bill through the process above; they simply show that billing notices and system-driven errors have been contested before.
If after reviewing your Service Agreements, calling customer service, and writing to the Office of the President you still believe the charge is wrong, the CCTS is the independent step that follows. Keep paying the undisputed portion of the bill while the complaint is open, and your service stays on under the Internet Code.