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There are situations when termination of a contract causes serious difficulties for Rostelecom clients, sometimes leading to disappointment and scandals. To prevent this, Rostelecom clients should know how to refuse Rostelecom equipment, how to terminate the contract and return the equipment back to the company.

Reasons for termination of contracts and return of equipment

There are a number of reasons that push subscribers to refuse the services of the provider and return equipment to him:

• poor quality of services;
• insufficient Internet speed;
• not satisfied with the tariffs;
• frequent problems that require a long time to resolve;
• lucrative offers appeared.

Not every subscriber knows how to refuse Rostelecom equipment to get your money back. You need to understand that this cannot be done using the Internet. To refuse further use of services, you will have to go to the office.

Algorithm of actions on how to terminate a contract

If you no longer require the company’s services, first of all, you should prepare the required documents:

• an existing copy of the contract;
• the device itself;
• equipment acceptance/transfer certificate;
• Your passport.

After making sure that there is no payment, you need to inform the company representative about stopping the use of its services.

The most common problems or how to refuse Rostelecom equipment

It is clear that the shutdown procedure has a lot of pitfalls, which are easy for an ignorant person to stumble upon.

Debt for services rendered

Such problems arise mainly when, during the move, they forgot or did not know how to terminate the installment plan for equipment with Rostelecom. Clients who do not use the services of a provider are perplexed by the amount of their growing debt. This is due to the fact that, despite the service being disconnected, the subscription fee is constantly growing. It follows from this that timely termination of the contract will save you from fines and overpayments, and, accordingly, stressful situations.

Debt for the use of equipment

When terminating the contract, you must immediately return the rented equipment, unless this requires its dismantling. Otherwise, rent will continue to be charged despite the fact that you have canceled the services. This can lead to the formation of debt.

Returning equipment to the provider

Many users don't know how to return equipment to Rostelecom and get your money back for it. If for any reason the manager refused to pick up the equipment and return your money, you can safely write a statement in which you must indicate:

• reason for contacting;
• the essence of the requirements;
• result of communication with the manager.

The main thing is not to forget to pick up a copy of the document, which contains a mark that it was accepted for consideration. Having received the answer, you can make a decision based on it.

Most often, if the set-top box has no defects or damage, receipts and original packaging are present, the issue of returning the equipment is resolved in favor of the client.

With Rostelecom? Many people have to face this question for various reasons: a competitor of the provider offers more favorable terms for the provision of services, relocation, dissatisfaction with the quality of television (Internet or telephony), etc. Whatever of the above situations arises, subscribers using the services of Rostelecom You should know that the principle of termination of contractual obligations is the same. In this article it will be discussed in detail. Also below are some nuances that all users of the provider should remember.

How to terminate an agreement with Rostelecom: four simple steps

1. We are preparing documents (a detailed list will be given below).
2. We go to the office and write a statement. The form will be provided by a service center specialist. You can also fill it out in advance by downloading a sample from the provider’s official website. You should avoid third-party web resources, as they may not have the most up-to-date document layout.
3. We return equipment. This point is relevant in cases where a TV set-top box, router or other equipment was rented. If the subscriber uses his own set-top box, for example, or purchased it (including in installments) from Rostelecom, then proceed to the point below.
4. We pay the received invoice. The payment document will arrive early next month. For those who use communication services from the operator in question, they know that charges for communication services provided, for example, in the current month will be made on the first days of the next month.

Who can terminate the contract?

Only the person whose data was used when concluding the contract can terminate the contract with Rostelecom for the telephone (as well as for the Internet and TV). Cases cannot be excluded when:

• the subscriber does not have the opportunity to contact the provider’s salon due to busyness/remoteness from his place of residence;
• the subscriber died.

In the first case, you can send documents by mail. In order not to lose the original documents when sending them, you should make copies of them. Waiting for a response when filing an application this way can take a long time, so it is not recommended to resort to it. It is safer to visit the office and fill out an application in person.

For those subscribers who are interested in how to terminate an agreement with Rostelecom without contacting a company branch, it will be good news that you can send your relative or friend in your place. In this case, you must first issue a power of attorney (this can be a “general” power of attorney to perform any actions or a power of attorney to terminate a contract for communication services) with a notary.

If a subscriber who has entered into an agreement with Rostelecom has died, then his relatives also have the right to contact the provider’s service center and write a statement. What documents you will need to take with you will be described below.

List of documents required to close the contract

When visiting the office in person:

• original passport;
• a copy of the communication services agreement (if it is missing, you can do without it, since the second copy is in the archive of the provider);
• certificate of acceptance and transfer of equipment (such a document is issued every time a subscriber purchases equipment or leases it from a provider when concluding a contract for the provision of services);
• equipment listed in the act (this item is required for those subscribers who previously rented a TV set-top box and/or router).

The equipment must be returned in any case if the contract specifies its rental. Failure to return will result in the customer continuing to be charged a higher monthly fee than previously accrued, although services will no longer be provided by the provider.

How to terminate an agreement with Rostelecom for the Internet or another service if the subscriber who entered into the agreement has died?

Relatives, having a death certificate in hand, can contact the service center and write a statement. You will need to have an identification document with you. If the contract includes “equipment for rent,” then it will be necessary to return it. Having other documents will be a plus.

When contacting the authorized representative service center, you must have a complete package of documentation plus a power of attorney to perform operations.

Where to apply with documents?

Not every salon with a Rostelecom sign above the entrance should be approached to perform such a complex procedure as terminating a contract. You can find out where to terminate the contract with Rostelecom on the provider’s website or find out by calling the toll-free support line number. Most often, such actions are performed at service centers. Sales offices and information desks will refuse to perform this operation. Rostelecom has combined salons where it is possible to conclude a contract, obtain information on it, and also terminate it.

Return of equipment

The Rostelecom company provides its clients with the opportunity to use the company’s equipment (rent it) and buy it (immediately or in installments). In the first case, when a TV set-top box or router is taken for temporary use, they will need to be returned upon termination of the contract. The functionality of the equipment will be checked by a company specialist upon delivery of documentation and equipment.

It is possible that the equipment is purchased by the client. Payment for it can be made one-time (in full) or monthly (in installments).

The type of equipment purchase is specified in the contract. Therefore, it is recommended that you carefully read its contents so as not to receive an unpleasant surprise later.

In what cases can termination of a contract be refused?

Often, subscribers who want to stop using the services of the provider we are considering have to face a number of difficulties when closing their personal account. Many people complain that they are denied termination, citing debt. Indeed, the only reason why a service center specialist can refuse to accept an application is the presence of a debt. Lack of payment for the previous period is not considered a debt (after issuing an invoice, receipt of funds before the 25th of the month is acceptable).

Other nuances

• As mentioned earlier, it is possible to terminate the contract with Rostelecom for home Internet only if there is no debt on the account. Therefore, it is recommended to repay it immediately and only then go to the branch to terminate the contract.
• In case of early termination of the contract, a recalculation for communication services is possible for those users who connected to the provider during the promotion period. The use of the recalculation mechanism in a particular case should be checked with the company’s specialists.
• After termination of the contract, it will be necessary to pay the accrual for the previous period. An invoice for payment will be received in paper or electronic form at the beginning of the next month.
• If you want to refuse one of the company’s services and continue to use the second (with a complex connection), you should also contact the communication salon and write a corresponding application.

How can I find out if I have a debt?

Before contacting the company’s office and writing an application to terminate the contract, you should make sure that there is no debt on your personal account. This can be done by phone, by calling the company’s hotline, or viewed in your personal account (on the official website or in the mobile application). Also, during a personal visit to the provider’s office, you can find out whether there is a debt. Only after this will it be possible to receive a form to fill out an application for termination of the contract. By the way, most branches of the company have ATMs and special payment terminals, using which you can not only pay off your existing debt, but also make a monthly payment on your personal account for any of the services used under the contract.

Conclusion

In this article, we looked at how to terminate an agreement with Rostelecom for television, telephone and Internet services. Regardless of what service is used, the method for disabling it is the same - you must contact the provider’s service center. This also applies to situations when it is necessary to terminate the contract with Rostelecom for a home telephone.

You can also send your application by mail, but in this case you cannot be sure that it reached the addressee and was considered by him. To perform such serious operations, it is recommended to contact Rostelecom salons.

Knowing how to terminate a contract with Rostelecom will help you, if the need arises, to solve the problem without accusations or offense. This is a standard procedure based on the client’s choice of a more attractive offer or dissatisfaction with the provider’s services. If you want to start the process, look at the previously concluded contract, which outlines your rights and responsibilities. Your task is not to go beyond them, since by violating the agreement, you will give Rostelecom the right to apply sanctions established by the agreement against you. In this case, the Law will be on his side.

Subscriber's procedure

If your provider is Rostelecom, termination of the contract should be carried out according to the following algorithm:

1. Find your version of the Rostelecom agreement in the family archive. You must have this document with you when you go to the company office.
2. Have your passport ready and check that the contract is in your name. Only the person who entered into it or an authorized representative can terminate the contract with the service provider. In the latter case, you must provide a notarized power of attorney along with your passport.
3. Look in your home archive for the equipment acceptance and transfer certificate. This document is not always provided to clients. However, if you have one, you should take it with you.
4. Collect and check for serviceability all devices that were provided to you after the conclusion of the contract.

All this should be with you when you go to the Rostelekom office to write an application for refusal of services. If you do not find your copy of the contract, this will not prevent you from achieving your intended goal. The provider's office must have a second copy with your signature. The absence of a copy of the contract from a client wishing to apply to disconnect the Internet, television or telephone does not give the service provider the right to refuse the subscriber’s request.

What else should you do before visiting the office?

Before terminating an agreement with Rostelecom, make sure that you have paid for all services received from it. The answer to the question whether you have contributed funds to your home telephone, Internet and TV is extremely important. In order for a company to terminate a contract with you, you must be clean before it. As long as there are minuses on your accounts, your relationship with the provider will remain in force, and accordingly, charges for services, even if you no longer use them, will still be made. To avoid paying extra money, notify the company in advance of your intentions to apply for disconnection.

Common problems

So, you were interested in the services of, for example, Online, you connected them, but did not contact Rostelecom with a request to terminate the contract. Logically, Rostelecom is disabled for you, therefore, you are not obliged to pay for Rostelecom’s Internet, which you do not use, for television, etc. In fact, everything is not so simple. There is a legally legitimate agreement that continues to be valid regardless of whether your computer consumes traffic from Rostelecom or not, whether you watch its channels or have long abandoned them. Payment for all agreed services will be charged until you, by mutual consent of the parties, terminate the previously concluded agreement. If a client does not pay for services for a long time, they are disconnected, according to the agreement. However, in addition to the services, you use a set-top box, a router, and other devices provided by the operator. Rent, according to the contract, is also not provided free of charge. In order for the accruals to stop flowing, you need to return the equipment safe and sound. Having abandoned Rostelecom, end the relationship in accordance with legal norms.

Purchase of equipment

With regard to equipment from Rostelecom, various agreements provide for different conditions. It may happen that you expect to hand over the equipment, but find out that you will actually have to purchase it. This comes as news to those who did not carefully read the contract when it was concluded. If it states “purchase and sale” in the paragraph on equipment, and then underlines a form such as “Delayed or installment payment”, you have signed for the fact that you will buy the equipment provided by the company at the price requested by it. Depending on which type of payment is chosen, you will either have to pay the remaining amount in installments or pay the full cost of the devices provided by the company. Rostelecom has legal grounds to demand the required amount from you. There is no excuse for your inattention

Activities in the office

Before you go to submit an application for termination of the contract, go to your personal account on the provider’s website. Here you can carefully study the clauses of the standard contract. This is especially important if you cannot find your copy. In addition, you can download the application form and study its already completed sample. In addition to responsibilities, you also have rights. If you decide to refuse Rostelecom’s services because they do not meet the declared quality, for example, the Internet is supplied at a speed lower than promised, or television is supplied in poor quality, it is better to document the facts of violations of the contract by Rostelecom. In this case, you can justify your refusal of services and return the equipment without paying its cost.

To ensure that the company, in the event of your justified dissatisfaction, renounces its claims to your money, consult a lawyer who will tell you how to return the equipment and close the contract without making payment for what did not satisfy your needs for communications, Internet or television. It is advisable to come to the office with a completed application. Please note you will need to provide the following:

• the surname of the employee in whose name you will draw up the document;
• contract number;
• information about yourself;
• the reason for termination of the agreement.

By submitting an application and paying the provider everything that is due under the contract, you can be sure that the relationship with them is severed and you will no longer be charged for services. You can break off relations with the service provider even if you are not physically able to come to the office. For example, you moved to another city. To do this, copies of all the above documents must be sent to the office you need by post, filling out a valuable letter. At the same time, be sure to keep the receipt in case your request stated in the application is not satisfied in the near future.

Internet provider "Online" - under this name the famous provider Rostelecom operates in Moscow. The Onlime company provides high-speed Internet connection via dedicated lines, offers many different tariffs at affordable prices, conducts various profitable promotions (for example, connecting to the Internet and television package at a special price) and provides full customer service: from connection to Internet before performing maintenance. You can order digital TV.

Why do you need to turn off the Internet?

Disabling home phone + Internet from Online

If a home telephone was installed in conjunction with the Internet, then the procedure is somewhat different.

To begin with, the subscriber needs to find an agreement, which is not always easy, since subscribers often do not store such agreements properly. If the agreement cannot be found, you need the passport of the person for whom this agreement was concluded or his power of attorney.

Then you need to submit an application to terminate the contract at the operator’s office. The agreement can also be submitted by email as a scanned copy.

The following documents will be required for termination:

• photocopy of passport;
• a photocopy of the contract for the provision of services;
• power of attorney or its certified photocopy (if the agreement was concluded for another person);
• the statement itself.

In the application for termination of the contract, you must indicate your current contact phone number so that in case of problems the employees can contact you.

Remember that the Internet will be turned off when your home phone is turned off.

What problems may arise when refusing the services of a provider?

• The company continues to write off payment for services. At the same time, the employees in the office signed the termination agreement. This may mean that the contract was not terminated for any reason, and it was not possible to block the provider. How to disconnect from online in this situation? Call the company's technical support and give the date and number of the termination agreement. Perhaps there was a mistake by the employee who terminated the contract in the event of an existing debt;
• You still receive newsletters from Online or Rostelecom by email, phone, or social networks. Check where you still have subscriptions to company news. If you cannot find a subscription yourself, contact technical support, they should explain to you where the letters come from and how to disable the mailing list;
• employees in the office do not sign a termination agreement, indicating debt or additional services that have not been disconnected. You should fully repay the debt on the tariff and services provided, disable the services without which it is impossible to disable the Internet, and apply again to terminate the contract.

Important! Stopping paying for services does not mean terminating the contract. The company will simply charge fees and penalties for late payments, but will not disconnect services. In addition, the company has the right to legally demand payment from the client for the services provided. Therefore, debts must be repaid and a service termination agreement must be concluded.

More than a year ago I connected the Internet to the apartment from OnLime. In general, I am satisfied with the quality of the Internet itself, but not so much with the quality of their service and technical support. This especially infuriated me when I connected the same OnLime at my mother’s (Stream-MTS completely descended into fucking shit).

Hello.

I have been a subscriber to Online for a little over a year. I have no complaints about the quality of Internet services, no complaints about the quality of the signal. I enjoy using the Internet provided by Online and recommend it to all my friends and family. However, I have questions and complaints about the procedure for providing equipment, in particular, a wi-fi modem.

Recently, my router lease expired, about which, by the way, I did not receive any notification either by mail, or in my personal account, or by SMS. Simply, the equipment rental amount begins to be debited from your personal account every month. This is the number one complaint. Why can’t you notify your clients that their equipment rental agreement is automatically renewed?

When I wanted to return my modem, since I had already installed my own, I was asked to come to the office to make a return. At the same time, the operator of your call center referred to the contract, which supposedly stipulated that the subscriber himself must come to the company’s office. Only if we carefully read the agreement, we will find the following clause: “7.5. Return the Equipment to the Operator at the end of the rental period according to the Acceptance Certificate (corresponding entry in the Order, Appendix No. 1 of the Agreement) in technically sound condition, taking into account normal wear and tear, without mechanical damage (cracks, scratches, dents, etc.) and damage to integrity sticker seal." Nowhere in the contract is it written that the subscriber is obliged to bring the equipment to the company’s office, which, moreover, is only one in all of Moscow! This gives me a second complaint and a question: why can’t such a huge corporation as Rostelecom open several more offices for subscribers in different parts of Moscow? Why can’t Rostelecom Corporation organize a courier service, even if it’s paid?!

Less than two weeks ago, I convinced my relatives to change their Internet service provider to Online. They, like me, were given a modem to rent, but less than a week later, interruptions appeared in the operation of this modem - there was a nominal connection to the network, but the Internet was not accessible from any Wi-Fi device, the situation was corrected only by rebooting the modem. I contacted the company's technical support, a technician gave me recommendations on how to reconfigure the modem, but this did not help, the router continued to fail. A few days later, I contacted the support service again and asked how I could return the equipment and return 600 rubles for rent (two weeks had not yet passed since connection). I was informed that, again, the equipment can be returned only in the office and only with the personal participation of the person for whom the contract was drawn up or with a notarized power of attorney. However, due to the high employment of this person, as well as due to the extremely inconvenient location of the company’s office, this is not possible. I offered to come with my passport, a photocopy of the passport of the person for whom the contract was drawn up and the original contract, but I was told that this option did not fit the company’s policy. My references to the contract, which does NOT indicate that the subscriber is obliged to come to the office himself, did not have a positive effect. I was only able to obtain an application to replace the router, which is an unsatisfactory solution for me, since the equipment provided by Online is not trustworthy (in my case, the modem also worked very unstable).

In connection with all of the above, I would like it to be explained to me why a company that provides high-quality Internet delivery services is conducting such an unfriendly equipment rental campaign? Why can’t it be as easy as possible to return equipment whose rental period has expired, and especially equipment that is initially defective? Why is it impossible to notify the subscriber that his equipment rental period has expired? Why do call center operators and technical support employees refer to a non-existent clause in the contract I signed, which supposedly states that I am obliged to come to the company’s office myself? Why do the operators, when asked to jointly study the contract carefully and find this clause there, answer that they are not lawyers and cannot help me with anything?

Goodbye.

It feels like they didn’t even read my questions and complaints. Here is the support response:

Dear Anton!

In response to your email, we regret to inform you that at the moment the service for removal of Equipment upon termination of the contract by OnLime is not provided.

Please note that in accordance with clause 6.5.7. Appendix No. 2 to the Agreement (Payment Procedure) during the period of suspension of the provision of Services (s) (blocking), no subscription fee is charged, with the exception of the subscription fee for the “Equipment Rental” service.

We inform you that termination of the contract and withdrawal of charges for the rental of equipment for the Internet service will be made in full after submitting an application for termination of the contract and transfer of the equipment by you or your authorized person to the subscriber office of the company (clause 7.5. Appendix No. 7 to the Agreement (Procedure for providing additional equipment.) To transfer equipment to the company’s office by a person authorized by you, you need a handwritten power of attorney from the owner of the agreement and a copy of the passport of the owner of the agreement. You can also use the courier delivery service to send the Equipment.

Sincerely,

Electronic request processing specialist

service department of OJSC National Cable Networks