Saying Goodbye to Wakey Internet? Here’s How We Can Help
We understand that circumstances change, and if you need to cancel your service, we’re here to make the process as smooth and simple as possible.
Easy Cancellation Process
If you need to cancel your Wakey Internet service, simply reach out to us via Live Chat.
Please give us at least 1 day’s notice before your requested cancellation date. Cancellation requests can be submitted up to 30 days in advance.
Once we’ve received your request, we’ll take care of the rest. Depending on your account and circumstances, charges listed in our Schedule of Incidental Fees (SIF) may apply.
We’ll email you a cancellation confirmation so you have everything in writing for your records.
Refunds When We Can’t Bring Your Modem Online
Found out that your address is unable to get Wakey service? That’s on us.
If we’re unable to establish your Wakey Internet service, we’ll provide a full refund, including applicable service, shipping and hardware charges.
Our last-mile network partners may dispatch a technician when necessary to establish service and determine whether your address is serviceable.
In rare circumstances, multiple technician visits may be required before the network provider can make a final determination. We’ll do our best to reach out if service ultimately cannot be established, but you’re always welcome to contact us regarding your refund.
Returning Your Equipment
We’ll miss you! Before we officially part ways, don’t forget about the Wakey equipment we loaned you.
Return Your Equipment Within 15 Days
All Wakey-loaned equipment must be returned within 15 days following cancellation.
Please return all equipment and accessories provided to you, including applicable:
- Modem
- Wi-Fi router or Wi-Fi equipment
- Power adapters
- Ethernet cables
- Coaxial cables
- Other Wakey-loaned equipment or accessories
Equipment that is not returned, is incomplete, or is returned damaged may be subject to additional charges.
How to Get Your Return Label
No need to arrange shipping yourself. Once you’ve submitted your cancellation, our team will issue a prepaid Purolator return label.
Print the label, securely package your Wakey equipment, attach the label to the package and drop it off at an eligible Purolator Pick-up / Drop-Off Centre.
Where can I drop it off?
One of the most common Purolator drop-off locations is Staples, although availability varies by location.
Find your nearest Purolator location:
https://www.purolator.com/en/shipping/shipping-locations-access-points
Don’t Forget the Cables!
Please return all pieces of the equipment originally provided by Wakey. Missing equipment, cables, power adapters or other accessories may result in additional charges under our Schedule of Incidental Fees.
For Those Little Oops Moments
Life happens. If a payment slips your mind, here’s what to expect and how to get everything back on track.
Late Payments and Suspensions
Life gets busy — we get it.
If your account reaches 7 days past its due date, your Internet service will be temporarily suspended until the outstanding balance is resolved. A $12 suspension and restoration fee applies.
When It’s Time to Part Ways for Non-Payment
If your account remains unpaid for 14 days beyond the due date, we’ll have to say our goodbyes and cancel the service.
To reconnect service, you’ll need to clear any outstanding balance along with any applicable reactivation charges.
Keeping Things Smooth
To avoid further collection activity and keep your account in good standing, we kindly ask that outstanding balances be resolved as soon as possible. A stitch in time saves nine!
Easy-Peasy Payments
MyAccount is your go-to place for managing invoices and payments securely and quickly.
View and pay your invoices:
https://wakeyinternet.ca/clientarea.php?action=invoices
A Few More Things to Know
A Little Thanks for Your Patience
If you’ve experienced a service interruption that wasn’t caused by your own equipment or setup, we’re here to help make it right with an applicable downtime credit on your account.
Gear Guarantees and Returns
Wakey-provided equipment includes a lifetime warranty while you maintain active Wakey service, giving you peace of mind if something goes wrong with the equipment we’ve provided.
If equipment needs to be exchanged or returned, we’ll cover the return postage.
Please remember that all Wakey-loaned equipment and accessories must be returned within 15 days of cancellation or exchange to avoid applicable unreturned-equipment charges.
Need a Hand?
Whether you’re cancelling, returning equipment, sorting out a payment or just have a question, our team is here to help.
Reach out to the Wakey Crew via Live Chat.
