Request account deletion
Email [email protected] with the subject “Account deletion request”. Include:
- the email address or phone number you use to sign in to FibreTel Secure, and
- what you want deleted.
Or call +1 (866) 344-5660, 24/7.
We confirm the request came from you before we act on it. Deletion requests are completed within 30 days and we tell you when it’s done. Everything on this page can be done by request — you do not need the app, and it works even if you have already uninstalled it.
In the app
If you do have FibreTel Secure installed, the same routes are reachable from Settings:
- Delete your account — every role: open Settings and choose Delete account. It opens this page, so you can make the request from there. A FibreTel account is an internet service account, so for an owner, deleting it means ending that service.
- Leave a household — members and property managers: open Settings and choose Leave this household. You are removed from the household and signed out. This is a removal, not a deletion — see what it does and does not remove below.
- Remove someone else — owners and POA holders: from the Family tab you can remove a member, or turn their Secure access off, without closing your own account.
What a deletion request deletes
When we complete a deletion request, we delete:
- your FibreTel Secure account and access,
- your membership in the household, if you are a household member,
- the FibreTel Secure devices you registered, and their VPN certificates, and
- your contact details held for the account.
This is not instant. A person confirms the request, completes the deletion, and tells you when it is done — within 30 days.
Your trusted networks and app settings are stored on your phone. Uninstalling the app removes them.
What a household removal does, and what it does not
Leaving a household — from the app, or by asking the account owner to remove you — is a removal, not a deletion. It:
- removes you from the household,
- turns your FibreTel Secure access off,
- deletes the Secure devices you registered, and their VPN certificates, and
- ends your active sessions, so you are signed out everywhere.
A household removal does not delete your FibreTel ID or your record on the account. You are out of the household and your Secure access has ended, but the identity you sign in with still exists. If you want your data deleted rather than your access removed, ask us — that is the deletion request above.
Account owners
Your FibreTel account is your internet service account. Closing it means ending your FibreTel service. To do that, call or email support and we’ll walk you through it.
You can remove household members or turn off Secure for them any time, without closing your account.
What we may keep, and why
Some records have to outlive an account. We keep them only as long as we need to, then delete them:
- Billing and tax records — Canadian tax law requires us to keep them for a set number of years.
- Legal and regulatory records — as a telecommunications provider in Canada, we must keep some service and connection records for a period set by law and regulation.
- Security and fraud logs — kept for a limited period to protect our customers and our network.
We never sell your data. Our Privacy Policy has the full details of what we collect and your rights under PIPEDA.