Rostelecom standard contract for communication services. Rules for the provision of communication services by OJSC Rostelecom to individuals General provisions Scope and regulation. Debt for services rendered
There are many complaints about the quality of Internet services provided by Rostelecom. Subscribers are dissatisfied with slow page loading, frequent crashes, rude support service, and unreasonably high service costs. You can easily forget about such troubles with your own money by learning how to terminate an agreement with Rostelecom and then doing it.
Termination procedure
The Consumer Rights Protection Law (Article 32) allows citizens to refuse services with which they are dissatisfied at any time. The main thing is to fully pay him for the work already completed and compensate for the actual monetary expenses incurred, if any.
Therefore, the first thing you need to do in order for the contract to be terminated without problems is to pay off all debts. Then you need to collect a small set of documents, which includes:
- internal passport;
- agreement with Rostelecom for the provision of services;
- acceptance certificate technical equipment(if it was transmitted to the subscriber);
- (about property);
- contract for its purchase and sale.
The last two documents raise questions. Their necessity is questionable. Moreover, not every apartment where Rostelecom subscribers live is owned or acquired through purchase and sale. However, this is exactly the list posted on the provider’s official website. And citizens who tried to part with the company without these documents warn about the inflexibility of Rostelecom employees.
The documents are attached to the application, which is written to the deputy director for commercial work. Citizens are asked to verify his full name on their own, although the form is posted on the organization’s website. Although the statement is not written with the purpose of complaining about Rostelecom, the drafters of the template ask the eluding clients to indicate the reason for terminating the contract. You should also report:
- his number;
- conclusion date:
- on what day the contract is terminated (at least 10 days from the date of filing the application).
It is not possible to terminate the contract remotely. With an application and a set of documents, the subscriber will have to go to the nearest Rostelecom office, having previously clarified whether they are engaged in terminating contracts. The company warns that this service is not available at all locations.
The contract must be terminated from the date specified by the subscriber. If Rostelecom employees unreasonably refuse to do this, the subscriber has the right to draw up a letter of claim.
Subscriber complaint filing
When faced with a violation of consumer rights, a citizen needs to write a complaint against Rostelecom - addressed to the head of the company’s territorial division. The complaint details the following facts:
- what happened;
- When;
- which employee he communicated with;
- in which branch;
- how the employee justified his position (or did not justify it at all);
- what the subscriber sees as a violation of his rights.
In conclusion, the applicant’s demand is made - how he proposes to solve the situation. His signature and date are placed.
It’s easy to make a claim to Rostelecom using the following template. The statement should not contain emotions, insults, or unnecessary details - only dry facts and a specific proposal. Within 10 days after receiving the complaint, the company's management is obliged to respond to it.
If the consideration of the letter of claim is delayed, the Rostelecom client has a reason to appeal:
- to the company's head office (in Moscow);
- to Rospotrebnadzor;
- to the judicial authorities.
A few nuances
Let's look at a few situations you should be prepared for.
The terminated contract is issued to another person
It often happens that the contract is drawn up for a family member who does not use the Internet. For example, for a retired mother, who, unlike working children, is always at home. But it is one of them who will want to terminate the contract with the provider if the quality of service is low.
Without a power of attorney from the person specified in the agreement for Rostelecom Internet services, or his personal appeal to the provider, termination will not take place. No matter who actually uses the Internet or telephone communications, only the customer or his authorized representative has the right to terminate relations with the service provider. The client representative must have with him:
- notarized power of attorney:
- two passports (your own and the principal’s);
- service agreement (if any).
Lost my own copy of the contract
The loss of the contract by the subscriber does not prevent its termination. Arriving at the company’s office, a citizen only needs to present a civil passport so that, using its details, employees can find a second copy of the document stored in the organization. The employee’s refusal to terminate the contract for on this basis illegal.
“Free” equipment turned out to be paid
Inattentive reading of the agreement concluded with Rostelecom often leads to an unpleasant surprise. Having decided to leave this provider, the subscriber learns that he must fully or partially pay for the “free” equipment provided.
How fair this requirement is can be determined from the contents of the contract. If the text indicates that all “gadgets” are transferred for sale and purchase, the client must actually buy them back. He must pay the full cost, or only part of it, depending on the terms of the contract under which the equipment was transferred - in installments or deferment. If in installments, then it is necessary to calculate whether he managed to fully pay the seller by the time the contract was terminated, and, if necessary, pay the balance. If the equipment was sold on a deferred basis, the subscriber will have to reimburse the full cost to the provider upon termination of the contract.
When the contract states that the equipment is leased to the client, the subscriber does not owe the company anything, since throughout the use of Rostelecom’s services, rent was regularly collected from him. In this case, the citizen should only hand over the borrowed equipment in good condition and fully equipped.
Communication with Rostelecom employees when terminating a contract does not always go smoothly. However, having thoroughly prepared for it, the consumer has every chance to defend his rights. By showing persistence and activity, he will be able to easily part with the problematic provider and move to a more reliable service provider.
After making a decision to connect to the Internet, telephone or television from Rostelecom, an agreement for the provision of services is signed with citizens.
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If for some reason a decision was made to disable the services received, then there is a need to terminate the contract. Let's take a closer look at the procedure for terminating an agreement with Rostelecom.
General points
The procedure for terminating the contract does not entail any complexity, but despite this, it is necessary to pay attention to some important features. In particular, it all depends on what kind of service we are talking about.
Initial information
Only those citizens whose personal information was included in the agreement and are consumers can terminate the agreement with Rostelecom for telephone, Internet or television.
There are often situations in which:
- the subscriber does not have the opportunity to personally contact one of the company’s offices due to his permanent employment or distance from his place of residence;
- the subscriber has died.
In the first situation, it is possible to send necessary documentation by mail. To minimize the risk of loss during shipment, it is recommended to send copies.
In this case, you will have to wait a lot of time for a response to the generated request, which is why this option is not recommended.
In the second case, it is necessary to contact the legal successors with supporting documentation of the subscriber’s death.
Significance of the agreement
The contract for the provision of services is a confirmation of the arising legal relations between the client (service consumer) and Rostelecom.
In other words, the contract has a legal implication used to protect the interests of each party.
Legal basis
The main legal document that regulates the issue under consideration is considered to be Federal law“On the protection of consumer rights.”
In particular, Article 32 allows citizens the opportunity to refuse at any time the provision of services with which they are dissatisfied.
The key point in this case is full payment for the service received and, if necessary, compensation for the costs incurred.
Features of terminating an agreement with Rostelecom
The procedure for terminating a contract entails many pitfalls, which are extremely important to know about in order to minimize the risks of various misunderstandings.
List of required documents
The main list of documentation includes:
- Russian internal passport;
- certificate of ownership of real estate in original + copy format;
- real estate purchase and sale agreement;
- an agreement that was signed with Rostelecom for the provision of services.
With the collected package of documents, you must contact one of the company’s offices and submit it together with the application.
A power of attorney to terminate the Rostelecom communication services agreement can be drawn up for any representative if it is impossible to submit the documents in person.
Submitting an application (form)
The application procedure does not entail any difficulties. All you have to do is pay close attention to the information specified in the document, and eliminate the possibility
In addition, you additionally need to pay attention to some nuances, namely:
- if the contract is signed without purchasing the equipment, then it is leased, which means that it must be handed over to the company;
- in the case of purchasing equipment in installments, before terminating the agreement, you must fully repay the existing debt obligations;
- If the equipment is purchased, it does not need to be returned.
This must be remembered to minimize the risk of misunderstanding.
Nuances of the procedure
Depending on what kind of service you plan to cancel, the termination procedure may have various features. For this reason, we will consider each situation separately.
On the Internet
The procedure for terminating an Internet contract in most cases is carried out due to the lack of the actually declared speed.
Most consumers mistakenly believe that the provider is obliged to always provide the highest possible speed, despite the fact that nothing is specified in the agreement (for example, a specific speed is indicated, but if possible, it will be provided higher).
Often the speed decrease occurs during rush hour, when many users return from work or accounts and begin to use the Internet for their needs. Do not forget about possible technical failures on the line of the upstream provider.
If you decide to switch to another provider, you should study the contents of the contract to find out under what conditions the router or modem was provided.
If there is no such clause in the text, it must be returned. If the stated purchase amount has not been repaid, then the existing debt obligations must first be repaid.
Often the reason for termination may be disagreement with an increase in the established tariff.
To your home phone
Since its inception cellular communications And mobile phones Demand for landline phones has dropped significantly. Many are sure that such expenses are useless and decide to disconnect Rostelecom’s communications.
Before contacting the office, you first need to call the support service and declare your intentions and find out where you can terminate the contract with Rostelecom.
It is possible that in this situation the company manager will call back and offer more economical rates. Thanks to this, you can significantly save your family budget.
If you have serious intentions, disable home phone, you should initially check the presence or absence of debt.
On television
Interactive television has become very firmly established in modern life. Moreover, this is due not only to the fact that the image quality is much better than that of a conventional antenna, but an additional expanded list of services is also provided.
If you wish, you can watch channels simultaneously on several TVs using the Multiroom service.
In order to receive services from Rostelecom, you must use a set-top box or video sender.
Their cost is high and in most cases we're talking about about purchasing in installments.
If the installment period is not completed, then the period of termination of the contract must initially be paid off the debt obligations.
If the equipment was leased, then it must be returned in proper form.
How to find out if you have debt
Before contacting one of Rostelecom’s offices and writing the appropriate application, you must make sure that your personal personal account there is no debt.
To know necessary information Can:
- by calling hotline companies;
- using your personal account;
- using a mobile application.
It is possible to find out about the debt by personally contacting the company’s office. Only after the debt obligations have been repaid will it be possible to write an application to terminate the contract.
It is necessary to pay attention to the fact that in many of the company’s offices terminals and ATMs are installed for the purpose of making payments according to tariffs.
They can not only pay debt obligations, but also make monthly payments. Everyone has the right to choose the most optimal option for themselves.
Is it possible to cancel through your personal account (online)
In order to generate a request to stop receiving Rostelecom services, you must go through authorization in your personal account.
After this, you need to go to the service provision category and select “Voluntary blocking”. After this function is activated, the amendments made must be saved.
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.
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, when moving, 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 contact;
- 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 note 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, there are receipts and original packaging, the issue of returning the equipment is resolved in favor of the client.
To obtain the right to use the services of Rostelecom, the client enters into a corresponding agreement with the provider. It contains the conditions for the provision of the necessary services and provisions governing the issue of cancellation of the agreement. To a certain extent, they complicate the process of terminating an agreement with Rostelecom and therefore require special attention from the subscriber.
There may be many reasons to refuse service, including:
- low internet connection speed;
- not enough high quality signal when watching television or using a home phone;
- it takes too long to resolve any communication problems that arise;
- unprofitability of the proposed tariffs;
- availability of better offers from other providers.
But regardless of what exactly was the reason for this decision, the procedure for canceling a contract with Rostelecom is carried out in the same way.
Required documents
The basic package of documents required to terminate the agreement includes:
- a copy of the contract for Internet, TV or telephone communication, located in the user's hands;
- ID card (passport);
- an act of acceptance and transfer of equipment (if any) along with the device itself for which the paper was issued;
- certificate of ownership of the apartment (original and photocopy).
Having prepared the papers from the above list (only the first two points are mandatory, the rest are taken into account as necessary), the user must personally appear at one of Rostelecom’s offices.
There he will be able to familiarize himself with a sample application for termination of the contract and, based on it, draw up a corresponding document. However, to save time, it is recommended to print out the application form yourself, fill it out right at home, and then hand it over to Rostelecom employees along with other documents.
The self-composed application must include the following information:
- details of the employee in whose name the paper is drawn up;
- Full name of the applicant;
- passport details;
- Contract number and company details contained therein;
- date of compilation.
Zoom in
The document must be completed with the signature of the originator.
Important! Presentation of a certificate of ownership of the apartment is not mandatory, but significantly speeds up the procedure for canceling the contract.
Termination of the contract with Rostelecom (step by step)
If we describe the process of canceling an agreement for the provision of communication services step by step, it will include the following points:
- Repayment of all existing debts for payment for Rostelecom services.
- Return or repurchase of used equipment.
- Collection of necessary documents.
- Submitting an application.
In the absence of any obstacles, a complete shutdown of the Internet, telephone or television occurs 10 days after the applicant’s request.
Attention! The contract termination procedure may not be carried out in all offices. Therefore, it is necessary to clarify in advance which of them you can contact on this issue.
If the user wishes to terminate the contract and hand over the equipment, but is refused the appropriate procedure, the reason for this decision must be explained to him in detail. Usually it is associated with non-compliance with one of the provisions of the contract. If this is not the case, the user can seek help in resolving the situation from the city leadership.
Common problems during termination
When canceling an agreement with Rostelecom, some difficulties may arise, the most common of which are:
Loss of contract
In this case, it is necessary to make a preliminary call to the nearest office of the company and tell about the situation that has arisen. Using the passport details of the applicant, Rostelecom employees will instantly find and re-print the required document.
Debts
It is impossible to achieve termination of the agreement if there are debts on the account, therefore, before starting the procedure, you should make sure that they are absent or top up the balance in order to “get out of the minus”.
Absence of the person who entered into the agreement
The rules for terminating a contract state that both parties must participate in the procedure in person. That is, the person for whom the service was registered will have to confirm his decision by coming to the provider’s office. If this is not possible, the user will need to prepare a power of attorney (notarized), which will allow another person to act on his behalf. When contacting company employees, the authorized person will have to present:
- your passport;
- photocopy of the principal's passport;
- the power of attorney itself.
In addition, he needs to prepare the remaining documents necessary for the procedure, pay off all debts on his personal account in advance and pay for equipment.
Important! If less than a year has passed since the agreement was signed, then upon its termination, compensation may be required (this point must be specified in the provisions of the agreement).
How to return equipment
By connecting the Internet or home television, Rostelecom, together with the service itself, can provide users with:
- adapters;
- routers;
- video senders;
- TV set-top boxes.
All of the equipment listed is expensive and requires payment, which is usually paid in installments. The process of reimbursing the cost of the device to Rostelecom can last up to 3 years. If the contract is terminated before the end of this period, full payment for the appliance will be required first.
In the case of a free or paid rental of equipment, the client can terminate the contract and return the device to the company without paying additional funds (provided that it is fully operational or has become unusable through no fault of the user). But if a company employee identifies breakdowns caused by improper handling of the equipment, the device will have to be bought back.
Terminating an agreement with Rostelecom is not an impossible task, and if you follow all the above instructions, this procedure will not cause any difficulties at all. Therefore, if necessary, you can safely contact the company’s office and submit the appropriate application.
