Guide to terminating an agreement with Rostelecom: procedure and sample documents

You can decide to terminate your relationship with a telecom service provider for a variety of reasons. You have the right to refuse to use them at any time if you are dissatisfied with their quality or for other reasons. Sometimes termination of the relationship is required for more compelling reasons beyond the control of the provider. We will tell you how to terminate an agreement with Rostelecom, whether it is necessary to visit the company’s office to do this, what documents will be required and in what ways you can submit an application.

What documents are needed to terminate the contract?

Of course, there is no need to collect a huge package of documents. Only two documents are required from you: a concluded agreement + your own passport as a citizen of the Russian Federation.

What to do if you don’t have a passport? A temporary ID will do. Military people can provide military ID. Foreigners have the right to obtain a residence permit in Russia. The list of documents that replace a passport is quite huge. If you do not have a basic identity document, it is best to call the hotline and find out what you should take with you to the office instead of a passport.

It often happens that a family lives in an apartment, and a contract is signed for one family member. Then the need arises to terminate the document, but the person specified in the contract is temporarily absent, he is often on the move. What to do? You can terminate the contract, but:

• There must be a power of attorney from the provider's client;
• Another family member provides his/her passport;
• It is mandatory to provide a copy of the passport of a Rostelecom client at the office.

That is, a family member or relative does not necessarily have to terminate your contract. This can be any third party who has a power of attorney.

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 to do with the equipment (set-top box, router) upon termination of the contract?

It all depends on the specific terms of cooperation with the provider. The options may be the following:

1. You rented equipment. Of course it comes back. Important! When returning equipment, be sure to take its acceptance certificate. This ensures that you will not have any questions regarding the return of your router/modem/set-top box in the future. The complete set of equipment is returned.
2. You bought it in installments. In this case, it will not be possible to return the equipment and terminate cooperation by installments. We need to buy equipment. Everything about this is beautifully written in the contract. You pay the amount that was not paid according to the terms of the installment plan.
3. You purchased the equipment when concluding the contract. It will not be returned.

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 debt on payment, you need to inform the company representative about stopping the use of its services.

Do I have to pay a penalty for early termination of the contract?

If you read the contract carefully, you will easily find the answer to this question. There are no penalties for early termination of cooperation with the provider. However, there is one thing. The company often holds promotions. Let’s assume that for the first 3 months, new customers receive a discount on home Internet use. If you terminate the contract, you will need to pay an additional amount that you did not pay according to the terms of the discount. Payment will be made simply according to the tariff.

As for debts, it is unacceptable to terminate the contract until they are repaid. The easiest way to find out about the presence of debts is to pay them off through your Personal Account. Online you can close all your debts by paying them in a variety of ways.

Possible problems

When trying to terminate contractual obligations with Rostelecom, some problems may arise. Mostly questions arise in the following cases:

• If the contract is issued to a third party. In such a case, you need to prepare an officially certified power of attorney, otherwise it will not be possible to terminate the contract;
• The subscriber cannot find his copy of the contract. There is nothing wrong here; Rostelecom keeps a second copy;
• When drawing up the contract, the subscriber inattentively read the text, and then he was surprised by the requirement to buy out the leased equipment.

There are many reviews on the Internet regarding problems when trying to break an agreement with Rostelecom. But if you do everything correctly, then you can disconnect your home telephone, Internet or television from Rostelecom without any delay. The main thing is to know your rights and boldly defend them.

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Author

Vyacheslav

For several years he worked in mobile phone stores of two large operators. I understand tariffs well and see all the pitfalls. I love gadgets, especially Android ones.

Apply for termination of the contract online

Please note that submitting an application and the termination procedure itself are two different things. You still need to come to the office. Submitting an application will simplify the procedure somewhat. Follow this ( //rt.ru/support/internet/contract/how-terminate-contract ) link and fill out a short form. It includes a small list of data:

• Your full name;
• Contact details;
• Residence address;
• Personal account number (most important);
• The service you want to cancel, etc.

One of the common questions is whether it is possible to refuse one service given that you will remain a Rostelecom subscriber? Certainly. There is a shutdown, for example, of the Internet, but interactive television will continue to work according to the tariff.

What to do when moving

The erroneous opinion of subscribers is that they need to terminate the contract, then re-enter it after the move, spend a lot of time on documentary formalities, and so on. No! Rostelecom has a service called “Moving Online”. Moving while maintaining the contract is not only possible, but also profitable for three reasons:

• Subscription service is free for 2 months from the date of move;
• It is possible to receive additional discounts on services;
• All points according to the BONUS program will remain with you.

What do I need to do to use this additional service? Submit an online application using the link //pereezd.rt.ru

A minimum of data is also required: your region of residence, contact number, full name, etc. Next, an employee of the provider will contact you and inform you what actions you need to take to use the service.

Unfortunately, there is no guarantee that the service will be provided to you. Let's say that Rostelecom provides its services in your current place of residence (in the entire house, residential complex, etc.). If in the new place of residence there is no possibility, for example, of providing home Internet, then in any case the contract will need to be terminated.

Termination of an agreement with Rostelecom through your personal account

So, what exactly needs to be done to stop cooperation with Rostelecom?

1. First, go to your personal account or at least call the hotline to find out if you have any debts;
2. Read the contract carefully. If you used a promotional tariff, even if you purchased equipment on a promotional basis, the company may require you to pay the amount that you did not pay earlier due to the current discount/promotion;
3. The contract will also state under what conditions you received the equipment. If you bought it, no problem. If you bought it in installments, you will have to pay an additional amount according to the terms of the installment plan. If you rented the equipment, pack it in a box. And if the equipment has visual damage (including wear), one of the cable inputs does not work? It is possible that the company will demand compensation;
4. It is the subscriber with whom the contract was concluded who needs to contact the Rostelecom office with a passport (or other identification document) and equipment (if rented);
5. The office will tell you what form to submit your application;
6. If you are transferring equipment, be sure to request a transfer certificate!;
7. You can also pay off debts in the office. If you used promotions, they will recalculate you and tell you how much you need to pay extra;
8. That's it, the company's cooperation with you is officially terminated.

Finally, let’s answer a frequently asked question: I’ve lost a contract, it’s in the wrong shape (it’s covered in coffee, for example), what should I do? This will not prevent the contract from being terminated. Just take your passport with you. Employees in the company always have copies of concluded contracts in the database.

Reasons for return

The reasons for the subscriber to terminate the contract and agreement for the rental of devices may be, for example, of the following nature:

• not satisfied with the quality of service and provision of services;
• Internet speed does not correspond to that stated in the contract;
• tariffs for services increase without agreement with the client;
• technical downtime and problems occur frequently and the time to resolve them is long;
• an alternative offer appeared from another provider.

Important! Any reason does not matter; the client has the right to apply for termination of the contract at any time.

Situations that may arise upon termination

At one time, you connected to services at a promotional rate (reduced tariff), and now you want to terminate the contract, but the promotional period has not yet passed. Here it is important to carefully study the terms of the promotion under which you connected and compare them with the terms of your contract. There will definitely be a clause in which it will be written that the subscriber undertakes to cover the difference in cost to the standard one for the entire period of using the promotional tariff.

For example, at a promotional price of 100 megabit Internet - 350 rubles per month for the first six months, after the end of this period the price tag becomes standard - 450 rubles. You entered into a contract for 12 months, but after four months you terminate the contract. Rostelecom has the right to demand compensation from you for the reduced price in the amount of 400 rubles, since the conditions of the promotion were not met - a year has not passed. In this case, the provider is right, and a scandal will not help here; everything is spelled out in the offer, which, unfortunately, almost no one reads. But everyone signs, which means the subscriber agrees with everything.

It happens that the provider demands payment for a full month, but you terminate the contract in the first week of the period. In this case, you again need to start studying the contract; you should not hope that the contract is the same for everyone; a lot changes depending on the service and the internal regulations of the company. As a rule, what you paid as a subscription fee cannot be returned; the provider will keep the money for itself and turn off the service after the period has expired, at the end of the month. But we must read the contract; this point must be spelled out.

When you moved, you did not terminate the contract, you simply stopped using the line, but you are facing huge fines for debts. No matter how unpleasant this situation may be, the provider is right here, and even going to court will not help you. The fact is that the service is provided by Rostelecom de jure, that is, even if you do not use the Internet, the company still provides you with this opportunity/service. By law, the service is provided, and you are required to pay for it.

When moving, the contract must be terminated, the subscription fee will be charged in any case, but in court you will simply lose more money than the amount of the debt. The only exception is the death of the contract owner. In this case, a copy of the death certificate will be required. However, there is also a nuance here: the company can re-register the agreement in the name of a relative (you), and the debts will safely transfer to you.

Requiring payment for equipment

Almost all subscribers who use a Rostelecom modem rather than their own stumble over this stone. Let us remind you that the provision of equipment may be subject to different conditions, and depending on them, problems are solved differently:

A direct purchase agreement has been drawn up, but there is a note - “installment plan”.

This is the case when you bought a modem, but pay for it in small installments over, for example, two years. If these two years have not passed, then upon termination the provider will require you to pay the full cost (balances). And you will not be able to return the router, since according to all documents it is yours, you bought it. As a rule, Rostelecom equipment has inflated price tags, and the residual value can be three or five thousand rubles. Without payment of this amount, there can be no question of termination of the contract. But you can agree to continue paying for the equipment according to the previous scheme (in installments), and refuse services.

Rental equipment

If, according to the contract, you received a modem for rent, then it must be returned, and the condition must be the same as when it was transferred to you. Box, bags, documents, cables - the complete set. If the equipment is not working or is incomplete, then you will have to buy it back, since the company cannot accept the modem or set-top box in this form.

Any damage to the device (even a scratch) is a violation of the terms of the contract, and the company has the right to apply sanctions against you. In some cases, the subscriber has to pay several months for a set-top box that has long been broken. The contract decides here - and it is on the company’s side. If the device is in perfect order, the provider will accept it without questions and the contract will be terminated, but the money for the paid rental will not be returned to you.

You are not the owner of the contract

Since Rostelecom has been operating for quite a long time (the oldest company in the country), people still have many contracts that were drawn up at one time for elderly parents. If they can be present in person at the office, everything will be resolved without problems, you only need a passport with an agreement to accompany the signed application

The owner of the contract died

Here, in principle, everything is also simple, but, alas, it will not be possible to immediately terminate the contract. First you need to provide a death certificate, then documents of the heir. Then the contract is re-signed to you (as a relative), and only after that is termination according to the standard procedure.

The owner of the contract is not able to be personally present in the office

To terminate, you will need a power of attorney certified by a notary, a copy of the passport of the owner of the agreement, and your passport. It is necessary to specify specific powers in the power of attorney, including the right to sign and terminate contracts. This document costs money, expenses cannot be avoided, so it is better to bring the owner of the contract in person.

Bureaucratic delays exist at all levels, including when terminating a contract with a provider. But, one way or another, they can be overcome, especially if you prepare everything in advance, taking into account the nuances described above. And remember, the goal will be achieved (refusal of Rostelecom services), even if you have to pay for an unnecessary modem and pay off the debt. No one can deny you the right to refuse services.

Disabling your home phone

Turning off your home connection can come in handy if you're going on vacation or planning to completely switch to mobile communications. Accordingly, Rostelecom allows you to either completely terminate all relations on this issue or place a temporary block.

Online

A disconnection request can be submitted online, but a visit to the office is often unavoidable.

Usually, via the Internet without a personal visit, communication services can only be limited for a certain time; you can only completely abandon the phone only in person, but access can be blocked.

To use online time blocking, you need to:

1. Log in to your Rostelecom personal account - you must have one. If it is not there, you need to register a personal account and link your personal home telephone account to your profile. This is done here - https://lk.rt.ru on the “registration” tab. If registered, go to the “login” tab and enter your login and password.
2. Find the “Service Management” section and select your home phone (if several services are connected).
3. Click “Voluntary blocking” and select your home phone account.

Temporary blocking

We have already discussed how to order a service online in the previous section, but you can temporarily block your phone in other ways:

1. Call the customer support hotline - 8 800 1000 800 . You will need to name your personal account and go through identification (full name, telephone number of the person entering into the contract).
2. In person at the Rostelecom office - you may need a passport and the service agreement itself.

Important! The option is available if you have been using Rostelecom for more than 30 days and you do not have a 60-day debt or a valid Promised Payment. Also, some tariff plans do not provide the ability to activate the option.

The service is paid, but there are grace periods - 30-60 days depending on the region. During the base period, a fee of 3 rubles per day will be charged. You can block your home phone for a minimum of no less than a calendar week.

If you activate a temporary block remotely, then for 30 days after the end of its period the company imposes a ban on re-ordering this option.

Forever

It is also possible to completely “cut” the telephone line, and here the rules are exactly the same as when disconnecting the Internet.

If you have a promotional tariff and the promotional period has not expired, you will have to pay Rostelecom's recalculation for the months that you used the services.

If the phone was provided to you by the company in installments, pay for it in full.

Also, be sure to cover the debt to the company.

To turn off your phone permanently:

1. By mail indicating all your details and copies of documents (passport).
2. In person at Rostelecom service offices - again, you will need a passport. If the contract is not executed in your name, also include a power of attorney and a copy of the subscriber’s passport. If the previous tenant moved out and left you a telephone line, in addition to your passport, you need documents for the right to use the premises. If you are the heir of a deceased user, take the death certificate with your passport.
3. In the “Feedback” section in your personal account. You will still have to bring the documents to the company or send them by mail. In some cases, it is possible to send scans of documents.