The August 24, 2026 edition of the Toronto says that: “since 2011, CRTC rules allow consumers to request that their new service provider process the cancellation of their existing service on their behalf, avoiding customer service hold lines altogether,”
How do I get Koodo to do this for me?
Best answer by Oliver C
Ah I see! Thank you for the context that does help a lot.
Just for reference, the CNC requirement is requirement 2011-191 & was re-affirmed with requirement 2017-11. This is a real requirement. With Koodo internet, Koodo do not currently offer the service to cancel your previous provider’s internet service. You have to cancel your previous provider on your own.
Koodo don’t specifically state the reason as to why they don’t meet the requirement, but after looking into it the most likely reason is that they simply don’t have the infrastructure to do it on the back end and as such don’t offer this as an option.
That would be my best guess, but the answer is no, Koodo cannot cancel internet services for you from another provider. You will have to continue to attempt to cancel your internet service with Rogers through Rogers support.
That is only coming into effect as of April 26, 2027. It should be clarified that this is only based on self-service mechanisms allowing you to cancel your account. https://crtc.gc.ca/eng/archive/2026/2026-78.htm
In the meantime, you can simply port out to another carrier. If you no longer want cellular service, you can schedule a callback through Koodo Assist and ask the rep to cancel your account.
With Koodo, this rule is regarding the transfer of your mobility services from one provider to another. Koodo do this by allowing you to port (transfer) your phone number from your old provider to Koodo, in doing so, cancelling the line with that old provider. This has been available for a long time.
When successfully transferred, the account with the old provider will close if that is the last phone number on the account. You don’t have to contact the old provider to do this as long as there are no issues with the transfer. This is the case with every telecom in Canada so if you’re leaving Koodo it’s the same, you would port to them instead.
You can do this with Koodo either by yourself in your Koodo self-serve account, transfer steps can be found here, or by scheduling a callback with a rep through Koodo assist and they will assist you with the transfer. Once complete, your previous service with your old provider will be cancelled. Koodo assist can be found here: Support Homepage | Koodo Mobile
If you’re choosing not to transfer the service from one provider to another, then the rule does not apply and you need to contact the previous provider to cancel the services.
sorry, didn't provide context:
I recently moved to Koodo Internet and love it. My problem is that Rogers, my previous Internet provider, is making it very difficult for me to cancel my service with them. I was hoping that Koodo would be in a position to cancel my Rogers service on my behalf (at least that's I interpreted the Star article). Did I get that wrong?
Ah I see! Thank you for the context that does help a lot.
Just for reference, the CNC requirement is requirement 2011-191 & was re-affirmed with requirement 2017-11. This is a real requirement. With Koodo internet, Koodo do not currently offer the service to cancel your previous provider’s internet service. You have to cancel your previous provider on your own.
Koodo don’t specifically state the reason as to why they don’t meet the requirement, but after looking into it the most likely reason is that they simply don’t have the infrastructure to do it on the back end and as such don’t offer this as an option.
That would be my best guess, but the answer is no, Koodo cannot cancel internet services for you from another provider. You will have to continue to attempt to cancel your internet service with Rogers through Rogers support.
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