Promo price ending? Here's what to say when you call

Call your phone, internet or TV provider a few weeks before your promo ends and ask what they can do. Have your numbers ready, know what you're willing to pay, and be ready to say no. Here's a simple plan for the call.

This is for phone, internet and TV. Streaming services and apps, like Netflix or Spotify, have set prices, so calling won't change them. For those, the choice is to keep it, switch plans or cancel.

1. Before you call

1. Find your promo end date and today's price. They're on your bill or in your online account. Note the price you'll pay after the promo too, if it's shown.
2. Know what you use: your monthly data, your internet speed, the TV channels you actually watch. You might not need everything you're paying for.
3. Look up two or three other offers for your address, from other providers and on your own provider's website. Write down the best one: the company, the price, what's included, and how long that price lasts.
4. Pick your number: the most you're happy to pay. It makes saying yes or no on the call easy.
5. Call two to four weeks before the promo ends, so there's time to switch if you don't like the answer.

2. What to say

• To start"Hi, my promo price ends on [date], and my bill is going up to [price]. I'd like to stay, but I've been comparing offers. What's the best price you can do for me?"
• If they offer something"Thanks. Is that for the same speed (or data) and channels? How long does that price last, and what does it go up to after? Is there a contract, or a fee if I cancel?"
• If you found a better offer"[Company] offers [what's included] for [price] at my address. Can you match it, or get close?"
• If they say no"I understand. Is there anyone else, like a loyalty team, who could take a look?"
• If it's still not right"Thanks for checking. I'll think about it." Then you can call back another day, switch, or keep your plan. It's your call.

Stay friendly and take notes as you go.

3. Before you hang up

• Repeat the deal back: the new monthly price, what's included, when it starts and when it ends.
• Ask for it in writing, by email or in your online account. Note the date, the agent's name and any reference number.
• Check your next bill to make sure it shows the new price.
• Save the new end date. Add it to TailTab and you'll get a reminder before this one ends too.

Paying off a phone?

When your phone payments end, a few things are worth checking:

• The phone charge comes off your bill after the last payment.
• If you have a phone-return option (where you give the phone back at the end), check what you need to do before the end date.
• Your plan still fits. With the phone paid off, you can compare plans or providers without a phone balance left to pay. The steps above work for that call too.

Your rights in Canada

The CRTC, Canada's telecom regulator, has codes that protect you. A few that matter here:

• You can cancel mobile or internet service at any time, and your provider can't make you give 30 days' notice. If you're still paying off a phone, or got a discount on it, you may have to pay what's left.
• New phones come unlocked, and unlocking a phone is free.
• Promo-ending notices are coming. The CRTC has decided that from April 13, 2027, mobile and internet providers must tell you 90 days before a promo longer than 3 months ends. Until then, it's up to you to remember.
• Stuck? If you can't sort out a problem with your provider, the Commission for Complaints for Telecom-television Services (CCTS) is free and independent.

General information, not legal advice. Full details: the Wireless Code, the Internet Code, CRTC 2026-67 and the CCTS.

Quick answers

Never miss a promo end date

Add your phone, internet and TV bills to TailTab with the date your promo ends. You'll see it coming up in the app, and get an email about a month before and again in the last week, so there's time to call. Free, no card needed.

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