Rostelecom is the largest operator of digital products in Russia. The number of subscribers who preferred this brand in terms of the Internet exceeds 13.5 million people, and another 10.8 million users connected to pay television. However, despite all the advantages of the information giant, some users are interested in how to disable the Rostelecom Internet. Such situations arise due to the desire to switch to another operator with more favorable tariffs or due to relocation.
Reasons for terminating the contract
You may have many different reasons for ending your relationship with a company. From the point of view of legal norms, according to the Law “On the Protection of Consumer Rights”, on the basis of Article 32, a citizen has every right at any time to unilaterally refuse to receive services from a company with which he is dissatisfied.
The only requirement at the time of termination is that he must pay in full for the services already provided to him and compensate for possible costs incurred.
Most often, subscribers indicate one of the following reasons for their decision:
- The price is too high
- Low quality of service (technical communication problems)
- There is no longer a need for services
- Moving to another place of residence
- Poor level of customer support.
In fact, you have the right to refuse the service without any particular reason. Perhaps you just want to stop using the Internet. Or you don't like watching television. No one has the right to force you to continue using the company’s services without your desire.
In what cases should you refuse Rostelecom services?
Despite the fact that the company occupies a leading position in the Russian market of broadband access, pay television and IPTV , there are often cases when the brand’s clients seek to terminate the contract for the provision of a specific list of services. No truly large organization can operate perfectly. A certain percentage of people will still suffer from various problems or, for example, due to the lack of a high-quality Internet connection.
The main task of any organization with a good reputation is to minimize such cases. No one is able to remove them completely: because of this, relevant questions appear on the Internet about how to abandon Rostelecom. Such a desire may arise due to the following reasons:
- there were problems with the quality and efficiency of services;
- moving to a new house or apartment is expected;
- another brand has released a more profitable and convenient tariff schedule;
- there was a need to refuse the relevant part of the organization’s proposals;
- no longer liked the price parameters of the tariffs provided;
- the person for whom the central service agreement was issued has died;
- there was a need for a temporary shutdown due to a long trip on vacation or a business trip.
Most situations can indeed become a reason to disconnect Rostelecom from the network and Internet. This need is especially acute for people moving who have bought a new apartment in another city or country. This functionality is also used by users who leave their home for an indefinite period of time. These may include business trips and vacations lasting several months.
Procedure for terminating an agreement with Rostelecom
- and fill it out. By the way, you don't have to do this. After all, at the company’s office they can give you a blank application form that is current at the moment, drawn up in a legally correct manner. And the manager will tell you what and how to fill out correctly.
- Gather the necessary documents. You will need the passport for which the contract was concluded. You also need to take with you the agreement that you signed at the beginning of cooperation. If you were given a router or other equipment, then you need to find the equipment acceptance certificate. If you are the owner of an apartment, and the agreement was concluded with a tenant, take with you documents establishing the right to own the property.
- Head to the nearest office. The Rostelecom manager will help you with all further questions.
Don’t be alarmed if suddenly a company employee starts convincing you to continue using the company’s services. It is his direct responsibility to try to persuade the subscriber to remain among the clients. However, if you show him your strong determination, he is obliged to comply with your demands.
READ How to call a Rostelecom technician to your home?
As you can see, in theory everything is very simple. In practice, some nuances may arise. Let's discuss the most common of them.
Rules for filing a claim
If a citizen believes that his rights are being violated, he is allowed to write a complaint addressed to the head of the territorial unit. This letter sets out the following facts:
- The essence of what happened, indicating the date;
- Which employee(s) did the communication take place with?
- Which branch?
- How did the employee justify his position? If there were no justifications, then this should also be indicated;
- What does the consumer see as a violation of rights?
Next, the subscriber writes what he sees as a solution to the conflict. The date and signature are placed at the bottom.
It is not difficult to make a claim; sample applications can be downloaded online on the website. When filling out documents, you should not write insults or unnecessary details; only dry facts should be presented.
If Rostelecom does not respond within 10 days, the subscriber can contact the company’s main office, Roskomnadzor or the court.
What to do with the equipment
Most often, an unpleasant surprise for subscribers is the requirement of the Rostelecom manager to pay the cost of the used equipment. Carefully study the contract concluded with the company. Under what conditions were you provided with a modem or router? There may be two options here:
- The device was leased to you. In this case, you must return it. The modem must be technically sound, clean and in good appearance. Otherwise, you may be required to pay its cost.
- The device was sold to you in installments. In this case, you will have to pay off its cost in full. Otherwise, the company may refuse to terminate your contract.
This situation serves as another reminder that we need to very carefully study all the contracts that we sign with different companies and discuss in detail with managers every issue that concerns us.
The same applies to those devices that you use to connect television.
When your home phone is disconnected
If you decide to terminate your phone contract, be prepared for the Internet to stop working. This will happen if you are using a telephone line to connect to the network. This type of connection is called ADSL. Clarify this question and, if necessary, change your Internet and television tariff. Download a sample application.
How to refuse the company's services
Before you ask about how to disable Rostelecom Internet , you should understand that all brand services are based on a service agreement. This document specifies not only the parameters of connected tariffs, but also the rules applied when refusing digital products.
The agreement provides for a unilateral break at any time, with payment for the resources used. Also within the paper there is a set of methods with which a person can launch the necessary processes:
- using a hotline call;
- via the network, using the user’s personal account;
- in any structural unit, salon, agency or point of sale.
Thus, the problem of how to disable Rostelecom’s home Internet, as well as any other digital products of the brand, is solved in three different ways. Each of them has a set of disadvantages and advantages. For example, a user who chooses to break off a relationship on the official portal should not waste time visiting the company’s offices.
Important : you can cancel Rostelecom’s services forever only by visiting physical office centers. The hotline and network portal are suitable exclusively for people who are breaking off relationships for a while.
What if the contract was executed for another person?
If you are the owner of the apartment or house where the service is provided, take with you a document confirming ownership. Typically, this situation arises when your tenant arranges the services for himself. If he forgot to terminate the contract himself, you can always do this as the owner of the apartment. Sometimes termination of the contract is still refused. In this case, there is no need to worry. Since the cooperation agreement was not concluded with you, the one indicated in the agreement will have to pay the debts.
Another situation is also possible: you are the heir of the person with whom the agreement was concluded. After his death, you have the right to terminate this agreement. To do this, you need to take your passport and death certificate with you. The company will be obliged to cancel services based on your application.
Disabling your home phone
Deactivating home calls is a procedure that is in many ways similar to the work of terminating a network service contract. Temporary deactivation of such a digital product is also carried out through the portal, using the client section. In order to completely “break” the line, the client should make an appointment at the office structural unit, asking its employees for help.
The following fairly detailed instructions answer the question of how to disable Rostelecom services through your personal account:
- Go to https://rt.ru/ organization and log into the category from the user’s personal account. If you don't have an account, register.
- Find the “Management” tab and click to go. Next, select “Home phone” by clicking on the desired phrase with the mouse pointer.
- Click on the “Voluntary blocking” item, and then select the line’s personal account.
You can get recommendations about disconnecting your phone from the network with the help of consultants working on the line 8-800-1000-800. Service employees conduct the most detailed informative sessions, telling clients about the principles of carrying out certain operations.
What if the manager persuades you to continue cooperation?
What should you do if a company representative calls you personally and offers to remain among its clients on favorable terms? Does this mean your termination is denied? Of course not! There is no need to be embarrassed to firmly refuse all the conditions offered to you and insist on termination.
However, perhaps his offer will seem tempting to you. Some subscribers noticed that if, when filling out an application, they indicated a high cost as a reason, they were offered to use a non-public tariff at a lower price. Some cunning people even specially filled out such an application on the website in the hope that they too would receive similar preferential conditions.
Refusal of mobile communications
Rostelecom cellular tariffs are a product with the simplest possible shutdown scheme. Deactivate agreements for communication in this format, both in full and temporary format, depending on the parameters of the case and the desires of the user. This procedure provides a kind of protection against overly cunning clients. Disabling only the Internet when using a service package simply won’t work. The user will still have to pay the full tariff amount.
The easiest option to refuse Rostelecom mobile communications is the USSD command, which can be dialed on any modern device. To implement the necessary procedures, you should take your smartphone and then dial the command *104# . After clicking the call button, an inscription about the correctness of the manipulations will appear on the gadget’s display.
The question of how to abandon Rostelecom through your personal account is simply not relevant for modern mobile devices: smartphones or tablets. With the use of gadgets, you can make everything much easier by simply typing the desired combination.
Possible problems
Naturally, it rarely happens without problems. The Rostelecom agreement is sometimes drawn up in such a way that the subscriber does not know what to expect. There is a whole list of the most common problems that make subscribers furious - however, all of them can be foreseen and solved at the stage of collecting documents for terminating the contract.
There is no copy of the agreement or equipment transfer certificate
The smallest problem of all is the lack of a contract. It is small because there is nothing complicated in its solution. Rostelecom stores all data and second copies of contracts. You will only need to bring your passport, on which the services were registered.
If you do not have a certificate of transfer of equipment, check whether you bought it yourself - Rostelecom offers both buying the required device in installments and renting it. In any case, information about this is stored in the company, and the manager will definitely check it when you contact.
They demand to pay off the debt
Most of the user complaints arise from sudden debts. The usual indignation when Rostelecom terminates a contract is “What else should I pay for?” Moreover, the subscriber who regularly paid and did not accumulate debts can also fall into the trap.
It is important to remember that in many cases you will still have to pay - it very rarely happens that Rostelecom does not have lines written down in the contract stating that you owe it for something.
A few situations you may encounter:
- You connected services at a promotional price and are going to cancel them before the end of the period that Rostelecom has set as a promotional period.
In this case, you need to read the terms of the promotion and review your agreement even more closely. Most likely, there will be a line there stating that if you terminate your relationship with the company, you agree to pay additional funds up to the “non-promotional” cost of your service for the entire period of use.
For example: Internet, 100 Mbit. Promotional price – 350 rub./month. for the first six months, then return to the regular price for this speed - 450 rubles / month. The contract was concluded for a year.
You want to terminate the contract after 4 months of using the services. If the promotion implies this (and usually it does), Rostelecom may require an additional payment of 400 rubles from you for 4 months of use, since you did not comply with the conditions of the promotion.
And he will be absolutely right about this. Scandals usually do not help, since the company stipulates all these conditions in its offer. Unfortunately, few people read it when they decide to sign up for one or another “favorable” tariff, and if it is signed, it means that you agreed with it.
- You are forced to pay for the entire month of using the services, although you terminate the contract in the middle of the billing period.
Here again you will have to rely on your contract and the company’s internal regulations. This may vary from contract to contract, from service to service. Sometimes it is possible to turn off everything in one day, and pay only for the 10-12-16 days that you used this month, and return the rest. But more often than not, the already paid subscription fee is not refunded; Rostelecom takes it for itself and turns off the services at the end of the month.
In any case, all this must be spelled out in the document that regulates the relationship with the company.
- You moved, stopped using the services, did not terminate the contract and now you are charged with large debts and fines.
This is a very unpleasant situation, and unfortunately, even taking the case to court will not help. Rostelecom defines “service provision” not from the subscriber’s point of view. That is, it is not considered that you actually, say, did not use the Internet, but that the company continued to provide you with access to the network. De facto they did not use it, de jure the service was provided and must be paid for.
Accordingly, it is important to terminate the contract during the move. Otherwise, alas, you will have to pay all subscription and other amounts. There is no way around this - sometimes in a showdown with Rostelecom you can lose more money than the debt itself.
The exception is, perhaps, the situation when the owner of the contract died and no one actually used the services. In this case, you can bring a death certificate to Rostelecom, but most likely they will simply re-register the contract for you as a relative, and the debts will not be written off. It depends on each specific situation.
Required to pay for equipment
Another pitfall that almost all subscribers who decide to use Rostelecom equipment and not their own run into.
Rostelecom provides set-top boxes and routers under several conditions, and in each of them there is a moment when you have to solve problems:
- A “purchase and sale” agreement is drawn up, but with the note “installment plan”.
This situation assumes that you buy a set-top box or router from a company, you are given an installment period during which you must completely buy out (2 years, for example) the device. If you decide to stop using Rostelecom before you have paid the entire installment plan, you will not be able to return the device to the company - according to the documents, it is yours.
Then, when you submit an application for termination of service, you will be told to buy the equipment - the price will be minus the funds that you have already paid in installments for the period that you used it.
Since Rostelecom equipment is expensive, subscribers may be billed 3-5 thousand rubles and refuse to terminate the contract until you pay.
In some cases, you can agree that you will continue to pay for the set-top box or router in installments, but you will no longer use the services. The contract can be terminated, but only for services.
The company doesn’t care what you do next with the device from Rostelecom, because you initially decided to buy it and not take it for use.
- You rented a device.
In this case, the router or set-top box must be returned to Rostelecom. But! As with renting an apartment or car, the equipment must be returned in the same condition in which it was provided to you. There is also the need to return boxes and all accompanying packaging.
If you return non-working or incomplete equipment to Rostelecom, you may be politely asked to buy it, since Rostelecom will not be able to accept it.
The rental conditions are such that you must return everything in the same condition in which you received it. This is especially true when free rent is included in the tariff.
If the device is damaged, the company decides that you have violated the terms and conditions, and is free to apply in this case whatever sanctions it deems necessary. There are cases when a subscriber has to pay for many months for a router that has not been working for a long time. Of course, this is not the most pleasant situation, but an agreement is an agreement.
If everything is in order with the equipment, then you will return it to Rostelecom without any problems, and completely sever relations with the company. In this case, the funds that you paid during the period of use are naturally not returned.
How to act
The procedure itself is quite simple, but there are several steps that should be taken before going to Rostelecom:
- Study the agreement and rules on debt repayment upon termination.
Most often, problems arise here because subscribers forget that they connected (for example) to a promotional tariff, and its conditions upon termination of use imply that Rostelecom will pay compensation. So review the terms of your contract so there are no surprises.
- Pay off the debt, if any.
Without this, your personal account will not be closed.
- Check on what basis the equipment was transferred to you - you may need to buy it back or return it to Rostelecom.
The process of terminating the contract with Rostelecom is really very easy - you need to provide:
- A statement that you want to stop using the services and close your personal account.
Important! If you do not request to close your personal account, Rostelecom can “save” it and charge additional money for its maintenance or for automatically connecting its services.
- Passport – yours or the person for whom the contract was drawn up. If the contract is not for you, you will also need a power of attorney from the person who signed it.
- If you were given equipment directly from Rostelecom (router, set-top box), then the act of its acceptance and transfer.
- The equipment itself, if you rented it and under the terms of the contract agreed to return it.
Preserving the contract when moving
When changing their residential address, subscribers do not need to completely terminate the agreement for the provision of Internet services. Using a separate one, you can save the current terms of the contract.
This program has the following advantages:
- for the first 2 months, subscriber services are provided at a zero tariff;
- additional discounts are possible;
- saving accrued points within the BONUS program.
These conditions allow the subscriber to receive additional benefits.
