How to refuse and hand over the Rostelecom set-top box: we say goodbye correctly

Gone are the days when Rostelecom was a monopolist of communications and the Internet. There are more favorable conditions, and users often simply forget about a bulky router and a complex Internet login system, or do not pay for a home phone.

Accumulating debt can ruin your credit history, cause you to be denied permission to travel abroad, and undermine your family budget.

Terminating an agreement with Rostelecom is a legally competent way to protect yourself from these problems. Let's look at how to do it right.

Reasons for terminating the contract with Rostelecom

In the Russian Federation, the principle of freedom of contract applies; a subscriber who pays for communications on time and uses it without violating the law can terminate the relationship at any time, simply at will.

You need to end the relationship if:

• The home telephone is not used, a subscription fee is charged;
• The Internet provider has been changed, but the contract has been legally concluded;
• You are purchasing an apartment, but you don’t plan to use your home phone;
• The subscriber lived in a rented apartment and decided to move out

In the statement, the company will ask why the decision was made, but it cannot refuse termination on grounds other than existing debt.

Possibility of refusal and return of equipment

In some cases, the client may need to refuse Rostelecom services. The reason may be different:

• moving to another place of residence;
• choosing another telecom operator;
• refusal to use the Internet or interactive TV.

Regardless of the reasons, the subscriber has the right to terminate the contract with the Internet provider. This is done by submitting an appropriate application to the company’s office. At the same time, in accordance with the previously signed agreement, the individual is obliged to return the equipment rented. The return is made according to the Certificate of acceptance and transfer of the technical device. Whereby:

• there must be no violation of the warranty seals;
• the equipment is in good condition.

A company specialist inspects the integrity of the package and technical condition, based on the results of which a decision is made on return. If an employee identifies any problems, the client will have to pay for them.

Hello, it all depends on the reasons for your refusal of Rostelecom services.
If you simply refuse services without any reason, i.e. on the basis of Art. 32 of the Law “On the Protection of Consumer Rights,” then you cannot return the router, since it can no longer be transferred to another user (since it will be a used device). If you refuse at your own request, the contractor has the right to deduct from the funds returned to you actual expenses associated with the fulfillment of obligations under the contract (he must justify the expenses with documents). If it is not the contractor’s fault for your refusal of services, and the contract does not contain a provision on the possibility of returning the router if you refuse the services of the contractor, you will not be able to return it. It is another matter if the refusal of services is associated with poor-quality provision of services under the contract, or a violation of the terms for the provision of services. If we are talking about shortcomings, then you have the right to be guided by Art. 29 of the Law “On the Protection of Consumer Rights”, and accordingly demand that the shortcomings of the service be eliminated - this should be done in writing in two copies, one remains with you with a receipt stamp, date, signature, or sent by registered mail with a list of attachments, notification, telegram with notification . Specify the period within which the deficiencies must be eliminated (10 days). If after this period the deficiencies are not eliminated, you have the right to refuse services and send a notice of refusal of services in the same way. You have the right to a refund, damages and any expenses incurred due to the fault of the performer. And in this case, you actually have the right to reimbursement of the costs of purchasing the router, provided that it is returned to the contractor. By the way, look carefully at your contract, there is a high probability that the router was not purchased by you, but was leased, so you paid monthly rent for it, and now, due to the termination of use, the lease is terminated, the device itself, of course, is returned to the contractor. If you have evidence of the contractor’s guilt, and he does not return the money, you have the right to go to court at the place of registration, you are exempt from paying the state duty. In addition to the initial demands, you have the right to make a claim for compensation for moral damage - compensation is compensated in any case if the fact of violation of your consumer rights is established, the amount of compensation in each case is determined individually depending on the degree of moral and physical suffering, you also have the right to make a claim for compensation a fine in the amount of half of the amount of satisfied claims - Art. 13 of the Law “On the Protection of Consumer Rights”, legal costs for legal services, postage. I hope the explanations will help you understand the solution to the problem. Review of Rostelecom at
Hello dear readers of this forum! I want to share with you a story of deception from the Rostelecom company. Due to the fact that I live in rented apartments and very often have to move, naturally I also often have to change Internet providers, because the provider I need is not always available at the new address. So, having once again moved to another address, I decided to connect the Internet and TV from the Rostelecom company. The choice was made based on the fact that this is a large federal provider and must have decent quality of services! As it turned out, it should be......, but it doesn’t have to! So, on May 5, 2014, when we came to the Rostelecom office in Voronezh, 35 Revolution Avenue, contract No. 150100395259 was concluded for the provision of Internet and TV services. And here an interesting fact emerges! To use all these services, you need to purchase equipment from Rostelecom immediately or with subsequent purchase, namely a Wi-Fi router and an iptv set-top box! Moreover, according to the girl sitting in the window, NO OTHER EQUIPMENT WILL WORK, but as it turned out, that’s not all. Without focusing on the quality of the services provided, when specialists from the Rostelecom company cannot even configure the router, asking the client stupid questions “How is it (the router) configured?” As it turned out, only within a year could I return the equipment to them, and after a year I was obliged to buy the equipment from them! At the time of concluding the contract, the “specialists” assured that they did NOT rent equipment! Although just two months later THIS statement turned out to be a complete LIE! Result: I had to move, this provider is not available at another address, I can’t terminate the contract with Rostelecom because I haven’t paid for the equipment, and I can’t use it either. The result is a vicious circle called “ROSTELECOM HELL”. PS. Conditions of the new provider regarding equipment rental: Rent No. RUR 00 kopecks. After 3 years of continuous use of the services, the equipment becomes the property of the client. If less than 3 years upon termination, it is returned to the operator as it is the property of the operator. But all this does not apply to the Rostelecom company, apparently the equipment is of such terrible quality that it needs to be sold to the client faster! agree

Conditions for terminating the contract with the provider

A special feature of this is the nature of subscriber accounts. The Internet is not physically tied to your home phone, but if there is a debt for the latter, Rostelecom may refuse. This does not comply with the requirements of the law, and can be challenged in court, but due to the time savings, subscribers usually simply pay off the debt.

There are only two legal conditions:

• Termination by the person who concluded it or his legal representative by power of attorney or court decision;
• Absence of debt at the time of circulation.

Important: an additional condition may be assigned if the subscriber took a router from the company, which, according to the conditions, does not belong to him. The equipment must be delivered undamaged and suitable for use. If an RT employee does not accept the equipment and claims that it is damaged, a penalty will be charged.

How to return Rostelecom equipment to the Internet: termination procedure

If the contract is terminated precisely because of equipment leased or received in installments, problems may arise. When receiving equipment, several schemes for its provision are used:

1. Purchase by installments. You don't have to pay anything back, but if you haven't paid for it in full yet, you'll have to pay off the balance.
2. Free rent. Use of the equipment is free. But you will have to return it upon termination of the contract.
3. Rent with payment. Most often it is used for expensive equipment.

For any type of rental, the subscriber is obliged to return it to the provider. An office employee will determine its condition and check for serviceability. If the equipment fails, an additional check is carried out; if the subscriber is at fault, compensation will have to be paid.

Acceptance of equipment is carried out on the basis of an acceptance certificate. Everything that is indicated in it is subject to return; everything that is not returned will have to be paid for in money.

What documents are required to terminate the contract?

A landline telephone can be turned off if:

• Having a passport or a document that replaces it;
• Providing a photocopy of the certificate of title to residential premises (certificate of ownership or social tenancy agreement for residential premises);
• Attached are receipts for payment repayment, if there was a debt.

Lately, they have not asked for receipts, since the specialist sees the payment in the system immediately after it is made. Termination occurs upon application; a passport is needed as a document to identify the applicant.

Important: if the applicant cannot terminate in person (old age, illness, limited mobility), a notarized power of attorney is provided. For persons staying in nursing homes and medical hospitals, a power of attorney may be certified by an official (chief physician) of the institution.

Complete algorithm for terminating the contract: step-by-step instructions

Step 1. Pay off all existing debt. If it is large and it is not possible to pay off immediately, you need to go to the RT office and enter into an agreement to pay off the debts. It will help you avoid accumulating penalties. The agreement is not an analogue of termination, and does not terminate obligations to the company.

Be sure to hand over your equipment.

Step 2. Contact the Rostelecom office in person or through a representative with the necessary documents to write a statement of termination. Sometimes it is advised to send such an application by mail with notification by printing the form at home from the website. This is an option, but it is preferable to apply in person or through a power of attorney.

Step 3. Wait for the notice of termination of the contract and withdraw the remaining money from the account in person, with your passport.

Rostelecom has a special offer, according to which they offer to reconfigure the equipment when changing the address, and not terminate the contract. Those who are not satisfied with this option should choose another reason when refusing services, for example, turning to another provider, financial difficulties, or poor quality.

How to pay for equipment rental

When concluding an agreement with Rostelecom, the subscriber receives a copy of the document indicating individual personal accounts. The cost of rental inventory will be automatically added to the main balance. To pay for the use of equipment, the client only needs to deposit the specified amount into the account. The cost of tariffs and equipment rental can be found on the official Rostelecom website.

Payment Methods:

1. Rostelecom branches.
2. RTK terminals.
3. Banks.
4. Mobile phone shops.
5. Sberbank cash desks or ATMs.
6. Post office.
7. Subscriber's personal account.
8. Official website ru.
9. Mobile phone account.
10. Electronic wallets.

Thus, despite the numerous payment options, regardless of how the payment is made (cash or non-cash), it is enough for the subscriber to know the personal account number of the connected service. However, in some cases, an additional commission for a money transfer is possible (for example, in banks that do not cooperate with the company).

Important! If an installment agreement has been drawn up for the equipment, charges and payments are made in the same way.

Submitting a notice of termination

The notice of termination of the contract has legal significance, since from the date of its submission the subscriber is not obliged to pay for communication services, and it is from the date of filing the application that the period for forced termination of the contract in court begins to be calculated if the company unlawfully refuses to terminate the contract.

Application form for termination of contract.

Typically, the notice states:

• Full name, passport details, registration of the person terminating the contract;
• Please terminate the contract in an unambiguous manner;
• Reason for termination of the contract;
• Information about the absence of debt;
• The subscriber's application is signed personally.

Refusal of Rostelecom services

There are two options for turning off your home telephone equipment:

1. the first method is temporary ;
2. the second provides for a complete refusal of city telephone services.

The shutdown procedure using both the first and second methods will be approximately the same in all more or less large cities (including Moscow and St. Petersburg).

Freezing communications for a limited period

If for some reason you leave your home for a long time, then naturally it is more profitable for you to “freeze” your phone number, since you will not use communication services from home.

How to prepare for going to the office

Getting ready to go to the office means paying off the debt and photocopying your passport (“Person” and registration), as well as documents on ownership or a social tenancy agreement if the contract for the provision of landline telephone services is terminated.

Rostelecom is famous for its queues, so you need to set aside a few hours for the procedure. But the company is open on Saturday, which simplifies the task for people working on a regular office schedule.

If the apartment is jointly owned by spouses, the spouse who entered into the agreement goes to the office. But he is obliged to obtain a free-form statement from his partner stating that he does not object to terminating the contract with RT.

When an apartment is provided under a social rental agreement, permission to terminate the agreement is taken from all adults who are members of the tenant’s family.

What should you take with you?

• Passport of the user who will submit the application. If the personal account is registered in the name of another person, then an additional power of attorney will be required to terminate the Rostelecom communication services agreement.
• A copy of the documents signed with the company - both the agreement signed with the provider and the equipment acceptance certificate (router or modem). If they are lost, they will need to be restored at the company office.
• If the owner of the premises decides to terminate the agreement that the tenant has entered into, then documents will be required to confirm ownership.

A consultant in the office will tell you how to write an application to terminate a contract with Rostelecom - he will tell you the details of the company and the official for whom the document should be drawn up.

What should you pay attention to?

Before terminating the contract with Rostelecom for the Internet, it is worth studying all the documents that were signed with the company to find out:

• Conditions for using equipment – ​​purchase at a time or with deferred payment, rent or installments. It often turns out that the equipment is free for the subscriber as long as he is a client. And when the decision is made to terminate the contract, the user learns that it is now necessary to pay its full cost. If there is an installment plan, then you need to find out whether the equipment has been purchased or whether there is a debt remaining.
• If the Internet was connected through a promotion, then you need to find out the validity period and obligations of the client. As a rule, if a user connects to the Internet as part of a promotion, he is obliged to pay a subscription fee for a year. If you decide to terminate the contract with Rostelecom earlier than after a year, the company will recalculate the base price for the months of use. It will not be possible to avoid this penalty even through the court - the documents are drawn up legally correctly.

After this, you can go to the office, taking with you documents and rented equipment. It is worth considering that:

• Termination of an agreement with Beeline: how to refuse mobile services, home Internet or TV?

• Rostelecom will terminate the contract 10 days after writing the application or on the specified day (but not earlier than 10 days later);
• the office may not require you to repay all debts, but you should not leave it to chance so that the company does not start accruing penalties.

Therefore, be extremely attentive and careful, check all documents carefully, so that later you do not waste a lot of nerves proving that you are right.

Cancellation of a contract through your personal account

You cannot completely terminate the contract in the Unified Personal Account. In fact, it only fills out an application for termination.

You need to log into your personal account using your login and password (they are written on the agreement with the Republic of Tatarstan), and select the appropriate tab.

By filling out an application, you can achieve a so-called non-public tariff, that is, a reduction in the cost of services without terminating the contract. To do this, you need to select the high cost of services among the reasons for termination, and wait for the operator to call. If the subscriber has been paying regularly for a long time, he will be offered a favorable tariff at a reduced price.

After filling out the form you should:

• Print it out;
• Call the hotline to find out what address to send the application to, and whether it is possible in your region to send the application by email;
• Submit an application;
• Check status in your personal account

Important: if the blocking has not occurred and the contract has not been terminated, you will have to personally contact the company’s office.

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.

Termination of the contract by the subscriber's heir

When inheriting, there are two possible scenarios:

• The heir accepts the inheritance and transfers the contract to himself, and then decides to terminate it;
• The heir initially decides to terminate the contract and does not want to use the personal account.

In the first case, it is necessary:

• Apply with your passport to the office in the usual manner;
• Pay off the debt and write a notice of termination.

Important: the debts of the testator are transferred to the heirs in accordance with Article 1175 of the Civil Code. If they are too large, it is advisable not to accept the inheritance. If they are proportionate to the value of the property, and if the inheritance has already been accepted, the contract will not be terminated until the debt is repaid in full.

In the second case, the heir provides a death certificate of the person who entered into an agreement with Rostelecom and writes a statement in which he indicates that he does not want to continue the contractual relationship.

Possible problems

If the agreement has been lost, you can request a copy of it from the Rostelecom office. It must be issued without fines or penalties.

When a contract is drawn up for a third party, this person must terminate it, but legal actions are possible using a power of attorney certified by a notary.

If there is a debt for services or equipment, it must be repaid. Termination is possible only after full repayment. You can approve a payment schedule and repay gradually, while freezing the provision of services.

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:

1. 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.

1. 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.

1. 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.