No more waiting on hold. Cell phone and internet companies now have to provide customers the option to modify or cancel their subscription services online, without requiring them to interact with a live customer representative, the telecom regulator has directed. Companies have until April, 2027, to ensure customers can modify — including upgrading or downgrading — or cancel their plans through a self-service mechanism, such as an app, a website, or by e-mail, the Canadian Radio-television and Telecommunications Commission said in a regulatory document Thursday. The directive falls under the CRTC’s broader objective of increasing competition by reducing barriers to switching service providers and follows changes to the Telecommunications Act that came into force last October. The self-service requirement will apply to all service providers. Changes made by customers must be effective immediately and service providers will be required to provide written confirmation for any self-service action customers take. The CRTC noted that some companies are already providing self-service options #Telecom #Canada #CRTC