Can I cancel Totalplay online without calling?

Totalplay offers a 'Solicitud Electrónica' form in Mi Cuenta (totalplay.com.mx → Mi Cuenta → Atención al Cliente → Solicitud Electrónica), but submitting it only initiates a callback from an agent — the cancellation is not completed online. In practice, calling 800 510 0510 directly is faster and more reliable.

Will I be charged if I cancel before the 18-month contract ends?

Yes. Totalplay enforces an 18-month mandatory period (plazo forzoso). If you cancel early, you must pay the remaining months of the contract, any deferred installation fee, and equipment costs. After the 18 months the contract becomes month-to-month and you can cancel at any time at no cost.

How long does my service stay active after requesting cancellation?

Your internet, TV, and phone services remain active while the cancellation is processed. Totalplay must suspend the service within a maximum of 5 business days after the request is accepted, and a technician will visit during that window to collect equipment.

Do I get a refund for the unused days in my billing period?

Totalplay does not typically issue prorated refunds for unused days. Service continues until the suspension date (within 5 days of the cancellation request) and no partial-month credit is issued. Confirm with the agent at the time of cancellation.

What happens if I don't return the equipment?

If you fail to return the modem, set-top box, or other rented devices when the technician visits, Totalplay will charge you the replacement cost of each device. Always request a signed receipt (acuse de recibo) when handing equipment to the technician.

Can I reactivate my Totalplay service after cancellation?

Yes, you can contract Totalplay again as a new customer after cancellation. However, you will need to sign a new 18-month contract and may need to pay a new installation fee. Existing phone numbers can sometimes be ported back, but this is not guaranteed.

How to Cancel Totalplay (2026)

Totalplay plans start from $0.00/month. Follow our 6-step guide to cancel your subscription in about 25 minutes — with tips to avoid retention offers.

Updated: April 2026

Hard

Visit Website

Estimated Time:25 minutes

Cancel Method:Phone

Check your contract status

Before calling, verify how many months remain in your 18-month mandatory period (plazo forzoso). Log in at totalplay.com.mx, click 'Mi Cuenta' in the top-right corner, and review your contract start date. If you are still within the 18-month period, you will owe a penalty fee equal to the remaining months plus any deferred installation cost and equipment fees.

Call customer service at 800 510 0510

Dial 800 510 0510 (free, available every day). From Mexico City metro area you may also call 800 188 7735. When the IVR answers, select the option for 'Atención a clientes' or 'Dar de baja servicio'. Have your account number and official ID (INE/pasaporte) ready.

State clearly you want to cancel

When connected to an agent, say explicitly: 'Quiero dar de baja mi servicio de Totalplay.' Provide your full name, account number, and the address on file to verify your identity. Do not mention you are considering staying — state the cancellation directly.

Decline retention offers

The agent will likely offer a discounted rate, a plan upgrade, or a temporary price reduction to retain you. Common offers include 1–3 months at 50% off, a speed upgrade at no extra cost, or waiving the next bill. If you wish to cancel, firmly decline each offer and repeat: 'No, deseo proceder con la baja definitiva.'

Confirm cancellation and obtain folio number

Once the agent accepts the cancellation, ask for a cancellation folio number (número de folio) as proof. Confirm the exact date your service will be suspended (within 5 business days) and when a technician will visit to collect the equipment (modem, router, set-top boxes).

Return the equipment to the technician

A Totalplay technician will visit your home within 5 days to collect all rented equipment. Ensure you return every device provided (modem, decoder/set-top box, cables). Request a written receipt (acuse de recibo) confirming the equipment was returned, to avoid future charges for unreturned hardware.

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