Saying Goodbye to Wakey Internet? Here’s How We Can Help
Easy Cancellation Process
We understand that circumstances change, and if you need to cancel your service, we're here to make it as smooth as possible. Just drop us a line via live chat, giving us a heads-up at least 1 day before you’d like to cancel, but no more than 30 days in advance. Once you've made the decision, we'll take care of it swiftly, but keep in mind some fees from our Schedule of Incidental Fees (SIF) might come into play. We'll email you a confirmation right away, so you have everything in writing.
Refunds When unable to bring your Modem Online
Found out that your address is unable to get Wakey for whatever reason? That’s on us. We’ll give you a full refund, covering everything from services to shipping and hardware. We’ll do our best to reach out, but don’t hesitate to get in touch for your refund. Our last-mile carrier partners may dispatch a technician when necessary, as well determine if your address is serviceable for Wakey. In rare circumstances, multiple technician visits may be required if determined.
Returning Your Equipment
We’ll miss you, but don’t forget to send back the hardware we loaned you, including those cables, within 15 days after cancelling. Not returning the equipment, or sending it back damaged, will lead to extra charges. We're sure you understand!
How to Get Your Return Label
Need to send stuff back? No problem! Once you've submitted a cancellation, our team will issue you a prepaid label where it can be printed off and your items dropped off at a local Purolator Pick-up Centre.
The most common location is Staples.
To find your nearest Pick-up/Drop-Off Centre, visit Purolator's website.
https://www.purolator.com/en/shipping/shipping-locations-access-points
For Those Little Oops Moments
Late Payments and Suspensions
Life gets busy, we get it. If you’re a tad late (7 days past your due date), your service will take a quick nap until we sort out the balance, plus a small $12 fee to cover the suspension & restore.
When It’s Time to Part Ways for Non-Payment
If things stretch out to 14 days beyond your due date without payment, we’ll have to say our goodbyes and cancel the service. To get back together, you’ll need to clear any dues and a bit extra for reactivation.
Keeping Things Smooth
To avoid the drama of debt collectors and keep your credit history sparkling, we kindly remind you to settle any late payments. Remember, a stitch in time saves nine!
Easy-Peasy Payments
MyAccount is your go-to for managing payments without a hitch. Secure, simple, and swift, it’s all at https://wakeyinternet.ca.
A Little Thanks for Your Patience
If you've had a hiccup with our service that wasn’t due to your setup, we’re here to make it right with a downtime credit on your next invoice.
Gear Guarantees and Returns
All our tech comes with a lifetime warranty for peace of mind. Need to send something back? We’ve got the return postage covered. Remember, all pieces of the puzzle need to be returned within 15 days from cancellation or exchange to avoid extra charges.
