Why was I charged after I cancelled?

If you've cancelled and a new invoice shows up, it's almost always one of these:

1. Unreturned equipment

Rented equipment (modem, router, TV box) must be returned within 60 days of your cancellation date. If it isn't received in time, a $200 unreturned-equipment charge per item is billed.

Already returned it, or still have it?

• Still have the equipment: return it now. Once the return is confirmed received, the charge is reversed — and refunded if you already paid it. See the return steps below.
• Already returned it: email billing@worldline.ca with your account number and, if you have it, the Canada Post tracking number from the return label. The team will trace the return and reverse the charge once it's confirmed.
• Never received your return label: contact us right away at support@worldline.ca or 1-855-299-0025 and we'll send a new prepaid label. Waiting on a label doesn't have to turn into a fee — tell us and we'll note your account.

How to return equipment: use the free prepaid Canada Post label we send you, and include the modem, its original power supply, and all cables. The return address is:

MDM Business Solutions
6-2300 Bristol Circle
Oakville, ON L6H 5S3

One exception: certain older Rogers-network cable modems (DPC3848, CGNM-3550, CGN-CWV, CGN3, SmartRG808ac) don't need to come back — you can recycle them, with no fee.

2. Your final bill

Service billed up to your cancellation date can appear on an invoice generated after you cancelled.

3. A charge you don't recognize at all

See "I don't recognize a charge from Worldline" — especially if you were never a Worldline internet or phone customer.

Still not sure? Email billing@worldline.ca with your account number and the invoice number, and the billing team will go through it with you.

Updated on: 17/08/2026