Rules for the provision of communication services by oao rostelecom. How to terminate an agreement with Rostelecom for a home phone and the Internet: step by step instructions

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 maintenance costs. You can easily forget about such troubles for your own money by learning how to terminate the contract with Rostelecom, and then doing it.

Termination procedure

The Consumer Rights Protection Law (Article 32) allows citizens to refuse services they are dissatisfied with at any time. The main thing is to fully pay him for the work already done and compensate for the actual cash costs incurred, if any.

Therefore, the first thing to do in order to terminate the contract without problems is to pay off all debts. Then you need to collect a small set of documents, which includes:

• internal passport;
• an agreement with Rostelecom for the provision of services;
• act of acceptance technical equipment(if it was transferred to the subscriber);
• (about property);
• contract for its sale.

The last two documents raise questions. Their necessity is questionable. Moreover, not every apartment where Rostelecom subscribers live is owned or acquired through sale and purchase. However, such a list is posted on the official website of the provider. And citizens who tried to part with the company without these documents warn about the intransigence of Rostelecom employees.

The documents are attached to the application, which is written in the name of the Deputy Director for commercial work. Citizens are invited to clarify his full name on their own, although the form of the form is posted on the organization's website. Although the application is not written to complain about Rostelecom, the compilers of the template ask elusive customers to indicate the reason for terminating the contract. You should also report:

• his number;
• conclusion date:
• from which day the contract is terminated (at least 10 days from the date of application).

It is not possible to terminate the contract remotely. With an application and a set of documents, the subscriber will have to drive to the nearest office of Rostelecom, having previously specified whether they are engaged in terminating contracts. The company warns that this service is not available in all locations.

From the period specified by the subscriber, the contract must be terminated. If Rostelecom employees unreasonably refuse to do this, the subscriber has the right to draw up a claim letter.

Making a customer claim

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 claim details the facts:

• what happened;
• when;
• with which employee did he communicate;
• in which branch;
• how the employee justified his position (or did not justify it at all);
• in which the subscriber sees a violation of his rights.

In conclusion, the applicant's demand is made - how he proposes to solve the situation. Put his signature and date.

It is easy to make a claim to Rostelecom according to the model. The statement should not contain emotions, insults, unnecessary details - only dry facts and a specific proposal. Within 10 days after receiving the claim, the company's management is obliged to respond to it.

If the consideration of the claim letter is delayed, the Rostelecom client has a reason to apply:

• to the head office of the company (in Moscow);
• to Rospotrebnadzor;
• to the judicial authorities.

A few nuances

Let's look at a few situations to be prepared for.

The contract to be terminated is in the name of another person

It often happens that the contract is drawn up for a family member who does not use the Internet. For example, a retired mother, who, unlike working children, is always at home. But it is one of them who wants 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 contract for Internet services of Rostelecom, or his personal appeal to the provider, termination will not take place. Whoever actually uses the Internet or telephone, only the customer or his authorized representative has the right to terminate the relationship with the service provider. The client representative must have:

• notarized power of attorney:
• two passports (your own and the principal);
• service agreement (if any).

Lost original copy of contract

The loss of the contract by the subscriber does not prevent its termination. Arriving at the office of the company, it is enough for a citizen to present a civil passport so that employees can find a second copy of the document stored in the organization using its details. The refusal of the employee to terminate the contract on this basis is unlawful.

"Free" equipment turned out to be paid

An inattentive reading of the contract 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 equipment provided "free of charge".

How fair this requirement is can be seen from the content of the contract. If the text indicates that all "gadgets" are transferred for sale, the client really must redeem them. He must pay the full cost, or only a part of it, depends on the terms of the contract under which the equipment was transferred - in installments or deferred. If in installments, then it is necessary to calculate whether he managed to pay the seller in full 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 provider for its full cost 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 services, the rent was regularly charged from him. In this case, the citizen should only transfer the borrowed equipment in good condition and complete.

Communication with Rostelecom employees upon termination of the 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 freely part with the problematic provider, and move on to a more reliable service provider.

Before the cancellation of the contract with Rostelecom, you should carefully study it. Reasons for termination vary. We will tell you what documents you need to collect for this, and what is the algorithm of actions.

There are situations when further use of the company's products is impossible or impractical. It is possible to implement the termination of the current contract without penalties and mutual lawsuits.

The package of documents issued at the conclusion of the transaction includes an agreement. It is he who contains comprehensive information on the correct termination of the contract, settlement financial matters rights and obligations of the client.

The document will allow you to act correctly and tell you how you can terminate the contract with Rostelecom without negative consequences for the client. Confirmation of intention is an application for its cancellation.

Possible reasons for refusing services

According to the legislation of the Russian Federation, the client, on his own initiative, may terminate the contract if the conditions for its implementation are not met. Among the most common causes are the following.

1. Discrepancy between the actual parameters of access to the Internet declared. The documents regulate the guaranteed and top speed data transmission. This characteristic sometimes changes due to objective factors (peak hours are characterized by a decrease in speed). Technical failures on the provider's line are also likely.

When fixing such signs, it is realistic to terminate the contract with Rostelecom under the terms of the contract. To achieve the goal, you should decide what to do with the modem (router). When buying equipment in installments, you will have to pay the cost of the equipment in full. Rented routers are returned to the company until the contract is cancelled.

1. The quality of services does not satisfy the client. To resolve the issue, you should look at the map of offices open to the public. The claim is made out indicating the specific reasons for non-fulfillment of obligations.
2. Constant connection problems. This includes intermittent drops in speed, lack of network connectivity, and other recurring problems. Customers who hand over rented equipment must make sure that it is in good working order.
3. Changes in tariffs and other terms of the contract. If the provider, without agreeing with the client, increases the payment, reduces the speed of the Internet or introduces other adjustments, then the client has the right to terminate the contract.
4. Another provider offers a better deal.
5. Change of residence, address of the rented premises, and so on.

How to terminate the contract with Rostelecom and return the equipment

Regardless of the reason that led to the termination of the contractual relationship with the company, you should pay off the debt for the services already provided, as well as prepare the rented equipment for delivery to the provider.

A sample application form for terminating the agreement is downloaded on the official website or filled out directly at the representative office of the company. If it is not possible to visit the office in person, it is allowed to send the finished application by mail.

Termination of the contract with Rostelecom can be performed by proxy. To do this, a document of the approved form is drawn up. It should include a clause about what actions are allowed.

It is allowed to apply for termination of the agreement online (through the Payer's Personal Account).

If the subscriber has died, the provision of supporting documents of death and full repayment of the debt are required to cancel the agreement. The application for termination of the contract itself is filled out by a relative (heir) of the deceased subscriber.

The procedure for returning equipment depends on the terms of the contract. If it is indicated that the set-top box or router is redeemed by installment payments, then the subscriber needs to pay off the debt to Rostelecom.

If the equipment is rented, all available technical documentation and pass it on to the manager of the company. After that, you can apply for termination of the agreement with Rostelecom.

What documents are needed to terminate the contract

Regardless of whether the client came to the office in person or chose another option for terminating relations with the company, a package of documents is required. It must be remembered that the subscriber, according to contractual obligations, must pay the cost of services on the appointed date. Cancellation of the contract is not possible until the debt is repaid.

After the application is drawn up, you need to prepare the following package of papers:

• documents proving your identity (passport, temporary certificate);
• certificate of ownership of real estate (plus a photocopy);
• act of acceptance / transfer of equipment for rent;
• contract.

A package of ready documents and rented equipment are transferred to the provider.

How to terminate the contract if there is no way to go to the office

In addition to a personal visit to the representative office of the company, there are other ways. The client chooses the one that he considers the most acceptable:

• submit an application through the Subscriber's Personal Account;
• terminate the contract through a trustee (representing interests by proxy can be authorized by a relative, acquaintance, and so on);
• send the completed application form to the postal address of Rostelecom.

When choosing remote options, it is important to take care of the return of equipment and payment of debts under the contract in advance.

Do I need to return the equipment (set-top box, router)

Termination of the agreement with Rostelecom will be accelerated if the client carefully examines the terms of the agreement in advance. The equipment is not returned if an installment plan was issued with a subsequent purchase. It is important to make sure that the cost of the equipment is paid in full. If the router was issued on a rental basis, it must be handed over to the provider.

How to buy Rostelecom equipment

To determine the conditions under which the equipment is redeemed, you should carefully study the contract. For each subscriber, the company offers individual options for selling routers.

There is a clause in the contract. That is where the conditions are. After the phrase "purchase and sale", the form of transfer of equipment to the subscriber is indicated. If “Deferred or installment payment” is entered, this means that the client is satisfied with the cost of the goods and the procedure for transferring them to ownership.

It is important to pay attention to the form of calculation. Upon termination of the agreement, the subscriber is charged to immediately pay the debt for the cost of equipment or arrange an installment plan.

Do I need to terminate the contract when moving?

One of the most common situations is a change of residence. Do I need to refuse telephony or Internet services in this case? For such clients, there is a special offer from Rostelecom, the essence of which is that termination of the contract in the event of a change of address is not required.

To determine whether there are technical possibilities for reconfiguring connected services already at a new address, you need to make a call to hotline. If the answer is positive, the subscriber can order and receive a "Moving" certificate. After moving to a new home, you need to visit the regional office of the company and activate the option.

Is it possible to terminate the contract for only one of the services without stopping using the others

Far fewer people now use landlines than before. The need for them has decreased. The question arises as to how to terminate the contract, for example, on home phone, but do not give up the Internet and television.

Such a variant of revision of contractual obligations is possible. After receiving an application for termination of the agreement for a certain type of service, the company's specialist contacts the subscriber. He can offer an economy option with keeping the number and the new rate.

By agreeing to the proposed conditions, you will not need to terminate the contract with Rostelecom for the Internet and television. The manager makes adjustments to the current conditions and issues new ones to the hands of the subscriber.

How to terminate an agreement with Rostelecom if the agreement is not for you

There are situations in which the property is rented out, or the tenant draws up a contract for himself and subsequently moves out. In such cases, Rostelecom suggests contacting the sales office.

Termination of the contract by the owner of the leased premises

It is allowed to close the contract with the company in such a situation. To do this, you must provide a package of documents:

• passport;
• ownership of real estate.

Termination of the contract by the heir of the subscriber

After the death of the subscriber, the contract should be reissued to a new person or terminated. In the first case, a birth or marriage certificate, a passport, a certificate of inheritance and a certificate from a notary are presented. Upon termination of the contract, you must provide a passport and death certificate.

Are there any penalties for early termination of the contract?

There are no penalties as such. However, in situations where the termination of the current contract with Rostelecom for the Internet or other services is initiated during the promotional period or promotion, recalculation of payment is possible. This condition must be spelled out in the contract and conditions of accession to the shares. With timely payment, the contract can be closed. If payment is not made, then termination of the contract with Rostelecom becomes impossible.

Possible problems

The chance of being refused to close the contract is high if the service and service fees are not received in a timely manner, resulting in a debt. Repayment of obligations to Rostelecom is possible by receiving and paying an invoice at the office, Personal account or the VLIS system, where the subscriber can find out the current balance and the amount of the debt.

Problems when handing over equipment

Almost all subscribers receive equipment when connecting services. It is provided in such forms.

1. Free rent. It implies free use of devices for personal purposes. In case of termination of the contractual relationship, all equipment must be returned as a set. The specialist carefully examines the equipment, checks the completeness of the configuration, serviceability. If a breakdown is found, the cost of compensation is assigned.
2. Rent with monthly payment. It is offered to subscribers in situations where expensive equipment is required to provide the service.
3. Installment. It assumes that the cost of the equipment is paid by the subscriber within a certain period. As a result, the equipment becomes the full property of the client.

Everything is written in the contract. When applying for termination of services, these rules must be considered.

If the contract is lost

If the client's copy of the agreement is lost, you should call the company's call center. The operator will easily issue a copy based on information from the database.

Presence of debts

If there are outstanding financial obligations, a refusal to terminate the contract with Rostelecom is likely. Before accepting the application, the specialist checks the presence / absence of debt on personal account and only after that accepts the application.

Regardless of the reason for terminating the contract - moving to a new address or disconnecting a certain type of service - changes are made only after the full repayment of the debt. You can find out the amount of debt in your Personal Account or check with the manager.

There are situations when the termination of the contract causes serious difficulties for Rostelecom customers, sometimes leading to disappointments and scandals. To prevent this, Rostelecom customers 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 pushing subscribers to refuse the services of a provider and return equipment to it:

• poor quality services;
• insufficient internet speed;
• not satisfied with the billing;
• frequent problems, the solution of which takes a long time;
• lucrative offers emerged.

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

Algorithm of actions how to terminate the contract

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

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

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

The most common problems or how to abandon Rostelecom equipment

It is clear that the shutdown procedure has a lot pitfalls on which it is easy for an ignorant person to stumble.

Indebtedness for rendered services

Such problems arise mainly when, when moving, they forgot or did not know how to terminate equipment installment plan with Rostelecom. Customers who do not use the provider's services are perplexed by the amount of growing debt. This is due to the fact that, despite the disconnection of the service, the subscription fee is constantly growing. From this it follows that the 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, it is necessary to immediately hand over the leased equipment, if this does not require its dismantling. Otherwise, the rent will continue to accrue despite the fact that you have canceled the services. This can lead to the formation of debt.

Return of equipment to the provider

Many users do not know how to return equipment to Rostelecom and get your money back. If for some reason the manager refused to pick up the equipment and return the money to you, you can safely write a statement in which you must specify:

• the reason for the appeal;
• 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, in which there is 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, there are checks and original packaging, the issue of returning the equipment is decided in favor of the client.

When connecting the Internet, television or telephone communication between the consumer and Rostelecom, an appropriate contract for the provision of services is concluded, the content of which spells out the conditions of these legal relations. It is not uncommon for one of the representatives of these contractual relations to want to terminate further cooperation and initiate the process of terminating the contract. Often the consumer wants to cancel the contract. For this, an appropriate application is drawn up, the content of which indicates the desire to terminate the contract.

If you wish to terminate further cooperation with Rostelecom, the client may encounter some difficulties due to the fact that the company has recently put forward own conditions that complicate the termination process.

It is important to know...

Reasons for termination of the contract with Rostelecom

In order to prematurely terminate a contract with Rostelecom, a telephone, internet or television user must provide valid reasons for terminating the contract.

Legal grounds for terminating the contract:

• The Internet speed does not correspond to that specified in the content of the concluded contract with Rostelecom;
• If the quality of telephone communication is worse than that specified in the contract;
• The quality of television provided by Rostelecom does not correspond to that specified in the content of the contract;
• There are frequent breakdowns or problems that are solved over a long period of time;
• The tariff differs from that which is prescribed in the content of the signed document;
• Rostelecom's competitors offer more favorable conditions that the consumer wants to take advantage of.

The procedure for terminating the contract with Rostelecom

According to article numbered, every citizen has the right to refuse the services provided. He has the right to do so at any time. The main condition for terminating the agreement is the presence of legal grounds and the absence of debts to the company for the work already done. If necessary, the subscriber is obliged to compensate the monetary losses incurred by the service provider. In addition, the consumer must adhere to a certain procedure, which is regulated by regulatory legal acts. Russian Federation.

The procedure for terminating the contract with Rostelecom:

1. Based on the information provided, the first thing to do in order to cancel the contract without problems is to pay off the existing debts. Next, you need to collect a certain package of documents;
2. After Required documents collected, the initiator of the termination is required to go to the office of Rostelecom and fill out an application. The appeal is drawn up on a special form, which the client must receive from the service center specialist. It should be noted that it is possible to issue the submitted application in advance. To do this, the initiator of termination of the contract with Rostelecom needs to go to the official website of the company and download the application form. It is recommended to avoid third-party web resources, as they may not have up-to-date application forms;
3. In the next step, the consumer without fail returns to employees of Rostelecom the equipment that was transferred at the conclusion of the contract. The presented step is relevant in situations where a router, set-top box or other equipment is leased from a company. If the client uses his own equipment or purchased it from Rostelecom, then it is necessary to proceed to the next step;
4. Payment of the invoice received from the company.

Only the person whose data is specified in the content of the contract has the right to initiate the process of terminating the contract with Rostelecom for the Internet, television or telephone communications.

However, the following situations are not uncommon:

• The subscriber does not have the opportunity to personally apply to the company with a request to stop further cooperation. The reason for this may be the employment of the consumer or the fact that he lives far from the branch of Rostelecom;
• Death of a subscriber.

In the first situation, it is possible to send documents using postal services. In order not to lose the original documents during shipment, it is recommended to make copies certified by a notary. However, in the situation presented, the initiator of the termination of the contract with Rostelecom will need to wait longer for a response. Based on this information, if the consumer has the opportunity to personally bring the documents to the branch of the company, then it is recommended to do just that.

Another way to terminate the agreement with Rostelecom is to involve a third party. To do this, the subscriber must first issue a power of attorney for an attorney. The document must be certified by a notary office.

If the consumer who has concluded an agreement with Rostelecom has died, then in order to initiate the process of terminating the contract in this case, the subscriber's relatives need to contact the company's branch with an application and the necessary package of documents.

If the contract is lost

In the presented case, the user of the Internet, television or telephone should contact the office of the company with which the contract was concluded and report its loss. The issue is easy to resolve, since Rostelecom employees have the opportunity to find the concluded contract in the company's database. This is done using the client's passport data. After that, the contract is printed and handed over to the client. If there is a copy of the agreement and grounds for terminating the contract, the subscriber has the right to file an application for termination.

If the contract is concluded for a third party

The procedure for terminating an agreement concluded with Rostelecom for the Internet, television or home telephone must take place with the personal participation of both parties to the contractual relationship. This means that the person whose data is entered into the content of the contract must personally apply to the company with a request to initiate the process of terminating the contract. If the represented participant in legal relations does not have the opportunity to personally go to the office of Rostelecom, then he needs to issue a power of attorney in the name of the consumer, having assured it in a notary office.

In addition to the power of attorney issued in the name of the attorney, he must have with him a copy of the passport of the person whose data is specified in the content of the contract, as well as his passport. The list of other documentation does not differ from the package of documents that are required to be provided to Rostelecom employees in a standard situation.
It is important to note that the person who goes to the Rostelecom office with the intention of initiating the termination of the contract, and not the one whose data is indicated in the contract, will have to pay off the debt, if any. Based on this, it is recommended to pay off all debts in advance and check that the equipment provided by the company when signing the contract was paid.

To home phone

In order to refuse home telephone services, a client who has entered into an agreement with Rostelecom must take a standard service document and go to the company's office.

If the contract cannot be found, since it was signed a long time ago, then you should remember in whose name it was drawn up. Only the person with whom Rostelecom has entered into a service document has the right to initiate the termination process. On his behalf, you need to fill out an application to turn off your home phone. If for some reason the represented person cannot do this personally, then it is possible to draw up a written power of attorney for another person, which will allow initiating the procedure for terminating the contract with Rostelecom. The document must be certified by a notary. Duplicates of both passports - the authorized person and the owner of the contract - are attached to the application.

On the Internet

When terminating the contract with Rostelecom for the Internet, the procedure is similar to that which was prescribed in the previous paragraph. Before going to the company's office with a statement about the termination of further cooperation, the initiator of the termination is required to pay off all debts to Rostelecom, if any. Otherwise, penalties are imposed, which must be paid additionally.

Internet and cable TV

In a situation where the contract with Rostelecom was drawn up for the provision of cable television and the Internet, the procedure for terminating the contract is more complicated.
When drawing up an agreement, in addition to the Internet service package, Rostelecom employees offer the consumer to rent equipment from them that is fully compatible with the provider's transmission lines. In addition, the company's employees impose a fine for early termination of the contract, which is equal to 500 rubles. For the use of rented equipment, it is required to pay a rent or fully redeem it - this depends on the conditions specified in the content of the contract.

In the presented case, there may be a fraudulent scheme, which is why the client is advised to carefully read the document before signing!

The content of the standard agreement for the use of equipment by the consumer states that the subscriber has the right to sell it to Rostelecom until its full cost has been repaid. However, it is not profitable for the company's employees to accept the equipment, even if it is in good condition. To do this, they refer to an internal order that does not allow them to terminate the contract on favorable terms for the client.

What should the subscriber do in order not to buy the equipment when the contract is terminated?

1. First you need to file a formal claim, which is sent to to CEO Rostelecom. The complaint must be made in 2 copies, one of which remains with the subscriber. On the specified document, the client should obtain the signature of an authorized person of the company, which will confirm that the second copy has been received;
2. In the text of the complaint, special attention is paid to the fact that a Rostelecom employee refuses to accept equipment, referring to an internal order of the company and that this is contrary to consumer rights;
3. The period of time during which Rostelecom employees must consider the claim is indicated. After the expiration of the allotted time, the subscriber has the right to apply to the court to protect his interests;
4. At the end, the date of the claim is noted, and the subscriber's signature is also put.

Often, after these actions, the employee of the company changes his mind and agrees to terminate the contract after the delivery of the leased equipment. It is required to hand over the equipment in order not to pay rent for it in the future.

Required documents for termination of the contract

When contacting the Rostelecom office with a request to terminate the agreement, the subscriber must have a certain package of documents with him.

Documentation list:

• The original passport of the initiator of termination;
• A copy of the contract on communication services concluded with Rostelecom (if there is no agreement, then it is possible to do without it. This is due to the fact that another copy is in the company's archive);
• An act confirming that the subscriber has leased equipment from the provider (acceptance certificate). The submitted document is issued to the client when he purchases equipment from Rostelecom or leases it;
• Documents for the equipment that is prescribed in the act (this item is mandatory for those customers who, when concluding contracts, received TV set-top boxes or routers for rent from the provider);
• Power of attorney certified by a notary. The submitted document is required if the interests of the subscriber are represented by another person.

Upon termination of the contract, the equipment must be returned to Rostelecom if the content of the contract indicates that it was leased to the subscriber. Failure to return it will result in the client continuing to receive monthly invoices that are larger than the previous ones, although the services will no longer be provided by the company.

Approved by the President of OJSC Rostelecom
Rules for the provision of communication services by OJSC Rostelecom individuals

1. General Provisions

1.1. Scope and regulation
1.1.1. Rules for the Provision of Communication Services by OJSC Rostelecom to Individuals (hereinafter referred to as
"Rules") are developed in accordance with the Civil Code of the Russian Federation, federal law"On Communications", other applicable legislation of the Russian Federation and govern the relationship between the Subscriber and
Operator when rendering communication services provided for by the Agreement.
1.1.2. These Rules are an integral part of the Agreement and the Subscriber, having concluded the Agreement, agrees to their terms.
1.1.3. If a separate agreement of the Parties establishes other conditions for the provision of Services than those provided for by these Rules, the rules of a separate agreement shall apply.
1.1.4. Services are provided by the Operator in accordance with the Federal Law "On Communications",
Rules for the provision of communication services and on the basis of licenses for the provision of the corresponding type of communication services. Details of the Operator's licenses are posted on the OJSC Rostelecom website rt.ru (Media Registration Certificate No. ФС77-38643) and in the places of work with Subscribers:
Intrazonal telephone communication services
№ 86466
Issued
Roskomnadzor
04.10.2002 – 16.02.2016
Local telephone services, with the exception of local telephone services using payphones and public access facilities
№ 86464
Issued
Roskomnadzor
04.10.2002 – 27.01.2016
Long-distance and international telephone communication services
№ 29777
Issued by the Ministry of Communications
RF
12/11/2003 to 12/11/2013
Telematic communication services
№ 86475
Issued
Roskomnadzor
05/15/2007 to 02/16/2015
Communication services for cable broadcasting purposes
№ 95581
Issued
Roskomnadzor
06/26/2006 to 03/26/2016
Communication services for data transmission, with the exception of communication services for data transmission for the purposes of transmission of voice informatization
№ 86473
Issued
Roskomnadzor
05/15/2007 to 01/27/2016
Communication services for data transmission for the purposes of transmission of voice information
№ 86474
Issued
Roskomnadzor
05/25/2006 to 05/25/2016
1.2. Concepts and definitions
For the purposes of these Rules, the following concepts and definitions are used:
"Subscriber"- an individual with whom the Agreement is concluded upon allocation for these purposes of a subscriber number (numbers) and / or a unique identification code.
"Subscriber device" (« Subscriber equipment"") - legally owned
subscriber technical means, including software that provides the Subscriber with access to
Services by connecting this device (equipment) to the Operator's Communication Network.
"Contract for the Provision of Communication Services (the "Contract") - an agreement between the Operator and the Subscriber, according to which the Operator undertakes to provide the Services to the Subscriber, and the Subscriber undertakes to accept and pay for the Services rendered to him.
« Supplementary agreement» - any and every additional agreement, which is an integral part of the Agreement, in accordance with which the Parties make changes and additions to the Agreement.
"Personal Area"- is an automated self-service interface for users of communications services of OJSC Rostelecom, located on the corporate website of OJSC Rostelecom, or on local sites of Macroregional branches of OJSC Rostelecom, allowing users to independently control the state of the account, order details on telephone services, telematic services communication and data network services, view the list of invoices and

2 payments made to access additional services OJSC Rostelecom, as well as perform other legally significant actions. Organization of Subscribers' access to the Personal Account is carried out if there is an appropriate technical capability of OJSC Rostelecom.

"Operator"- Rostelecom".
"Reporting Period"- a period of one calendar month in which the relevant Services were rendered.

"Rules"- this document, as well as annexes, additions and amendments to it, which are an integral part of the Agreement.

"Rules for the provision of communication services"– Rules for the provision of local, intrazonal, intercity, international telephone services, approved by Decree of the Government of the Russian Federation No. 310 dated May 18, 2005,
Rules for the provision of communication services for data transmission, approved by Decree of the Government of the Russian Federation No. 32 dated
January 23, 2006, Rules for the provision of telematic communication services, approved by the Decree of the Government of the Russian Federation
No. 575 of September 10, 2007, Rules for the provision of communication services for the purposes of television broadcasting and (or) radio broadcasting, approved by Decree of the Government of the Russian Federation No. 785 of December 22, 2006.
"Settlement Period" - calendar month beginning immediately after the Reporting Period.
"Parties"- Subscriber and Operator, referred to jointly.
« Operator's communication network" ("Communication Network") – technological system, which includes the means and communication lines necessary for the provision of Communication Services to Subscribers on the basis of the relevant licenses.
"Rate"- the price at which the payment for the rendered Service between the Parties takes place.
"Tariff plan"- a set of price conditions under which the Operator offers to use one or more communication services.
"Service"- each of the communication services provided by the Operator to the Subscriber in accordance with the terms of the Agreement.
The parties use the concepts and definitions given in this article when interpreting these
Rules and Agreement.
2. Procedure and conditions for concluding, amending and terminating the Agreement

2.1. Conclusion of the Agreement
2.1.1. Services are provided on the basis of the Agreement concluded between the Operator and the Subscriber.
2.1.2. The Agreement is signed in two copies, having equal legal force - one for each of the Parties.
2.1.3. These Rules are an annex and an integral part of the Agreement, posted on the website
Operator, as well as at the Operator's customer service points and places of work with Subscribers.
2.1.4. The use of the Operator's Services means the unconditional consent of the Subscriber with these
Rules.
2.1.5. The Services are rendered by the Operator to the Subscriber subject to technical feasibility.
2.1.6. At the request of the Subscriber, the Agreement may be concluded on certain period. If the Parties have not agreed in writing condition on the term, the Agreement is considered concluded for an indefinite period.
2.2. Amendment and addition to the terms of the Agreement
2.2.1. All changes and additions to the Agreement are made in writing, by agreement of the Operator and the Subscriber, by concluding Additional Agreements to the Agreement or drawing up other documents in the form established by the Operator, with the exception of changes and additions made by the Parties unilaterally in accordance with these Rules or legislation RF. When it changes
of the Agreement, the rights and obligations of the Parties are considered changed from the moment of conclusion of the relevant
of the Supplementary Agreement, or in the event of a unilateral amendment of the Agreement, from the moment the authorized Party performs the relevant actions aimed at amending the Agreement.
2.2.2. Amendments to the Agreement in terms of the list of Services provided, Tariff plans on the initiative
of the subscriber or changing the method of delivery of the bill for communication services is carried out by concluding
Additional agreement between the Parties (change of the tariff plan for local telephone services is carried out upon a written application of the Subscriber), and if technically possible
Operator - interactively, through the Personal Account or by phone after the identification of the Subscriber using analogues of the Subscriber's handwritten signature, confirming that the order has been given
Subscriber. Analogues of the Subscriber's handwritten signature are the subscriber number, password and other identifying data of the Subscriber (including the "Code Word") used under the conditions determined by the Operator, determined by the Operator, used individually or jointly. Requests and orders
of the Subscriber, submitted using analogues of a handwritten signature, have legal force corresponding to the legal force of a handwritten signature.
In terms of changing the method of delivery of invoices for communication services, the conclusion of an Additional Agreement between
The parties are also allowed by the Subscriber performing conclusive actions stipulated by the public offer of OJSC Rostelecom to change the method of invoice delivery, or by signing the relevant application by the Subscriber.
2.3. Termination/termination of the Agreement
2.3.1. The Agreement may be terminated at any time by agreement of the Parties.
2.3.2. The Subscriber has the right to unilaterally terminate the Agreement at any time by filling out an application for unilateral termination of the Agreement and sending the application to the Operator. Wherein

5 3.4.3. The rights and obligations of the Subscriber under the Agreement cannot be transferred to other persons without the prior written consent of the Operator.

4. Cost of Services, payment procedure


4.1. Service Tariffs
4.1.1. The cost of services provided to the Subscriber by the Operator under this Agreement is determined by the Operator's Tariffs in force at the time of provision of the relevant Services. Tariffs for the Services are approved by the Operator independently. Tariffs for Services subject to state regulation, included in the List approved by Decree of the Government of the Russian Federation of 24.10.2005. No. 637 are approved by the Operator independently within the limits, established by the state rates for such Services.
Tariffs are changed by the Operator in accordance with clause 3.2.3. Rules.
4.1.2. If the Tariff is changed during the period for which the Subscriber has already paid a fee for
Services of the Operator, before the introduction of these changes, the Operator shall recalculate the Subscriber from the date of entry into force of the relevant changes.
4.1.3. If the introduction of amendments to the Agreement entailed the need for the Operator to perform the relevant work, these works are subject to payment by the Subscriber, on whose initiative the changes were made to the terms of the Agreement, in the amount provided for by the Operator’s Tariff effective at the time of provision of the relevant Service, based on invoices issued by the Operator or other authorized persons.

4.2. Invoice for Services
4.2.1. The Operator shall monthly issue an invoice to the Subscriber for the Services rendered under the Agreement. The invoice is a settlement document that reflects the monetary obligations of the Subscriber. The invoice must be paid by the Subscriber within the terms specified in paragraphs 4.3.2., 4.3.3. of these Rules.
The invoice may also include information about the Communication Services that were not previously presented for payment, but provided in the months preceding the month in which the Communication Services were provided, for which the payment is made.
4.2.2. The invoice is delivered to the Subscriber in accordance with the chosen method. The shipping method options are mutually exclusive.
4.2.3. In cases where the invoice is sent to the Subscriber by mail (or to email address), duty
The operator to ensure the delivery of the invoice is considered completed at the time of submission of mail to the corresponding post office (or, accordingly, sending the invoice to the email address specified by the Subscriber), without receiving notification of its receipt. In cases where the bill is sent to the Subscriber by courier to the place of registration, or to the place of the terminal (subscriber's) equipment, the Operator's obligation is considered fulfilled when the bill is delivered to the corresponding mailbox.
4.2.4. According to the invoice delivery method chosen by the Subscriber, invoices of other service providers are also delivered, on behalf of which the Operator issues invoices on the basis of agreements concluded with such operators.
4.2.5. Loss, non-receipt by the Subscriber of the account issued by the Operator and other settlement documents, incl. in connection with the failure to fulfill the obligation under clause 3.3.2. of these Rules does not release
the Subscriber from the obligation to timely pay for the Services.
4.2.6. The subscriber can specify the amount payable by phone for reference - information service Operator, or (if technically possible) through the "Personal Account", or contact the Operator's customer service points to obtain a duplicate invoice.
4.2.7. The basis for the settlements are the indications of the Operator's communication equipment, taking into account the scope of the Services provided.

4.3. Service payment method
4.3.1. Payment for the Services is made by the Subscriber in accordance with the chosen system and method of payment. Specified in p.p. 4.3.2. and 4.3.3. of the Rules, methods of payment for the Services are provided to the Subscriber if the Operator has the appropriate technical capabilities.
4.3.2. When choosing a credit method of payment for the Services, the amount payable for the Services is determined taking into account the cost of the Services provided, other accruals, as well as payments of the Reporting period and debt of previous
reporting periods. The Subscriber pays for the Services rendered by the Operator within 20 days from the date of invoicing.
The Subscriber has the right to pay for the Services of the Operator in advance. The amount of the advance payment is taken into account
Operator when issuing an invoice in the relevant reporting period.
4.3.3. When choosing an advance method of payment for the Services, payment for the Services is made by the Subscriber within
20 days from the invoice date. The amount payable in the invoice for the Services is determined based on the existing balance at the beginning of the Reporting Period and payments of the Reporting Period. Payments of the Reporting period shall be made in the amount not less than the cost of the Services rendered to the Subscriber in the previous Reporting period. If a
The Services are provided to the Subscriber for the first time, the amount of the advance payment for the first Reporting Period is determined based on the amount of the Subscriber's expected need for the Services. If the amount of the advance payment exceeds the cost of the rendered
Services, the Operator credits the resulting difference to the payment for the Services in the next Reporting Period.
The subscriber independently controls the availability Money on your personal account, receiving information by phones of the Operator's reference and information service, in the Operator's subdivision, in
"Personal account", etc.

6
When choosing an advance method of payment for the Services, payment for the Services can be made by automatically debiting funds from the Subscriber's personal account (hereinafter referred to as the "Personal Account") in the Settlement Period, if the Operator has the appropriate technical capability. At the same time, no later than 5 (five) working days from the date of conclusion of the Agreement, the Subscriber is obliged to make payments for paid Services to the Personal Account. At the time of the commencement of the provision of the relevant Services, the balance of the Personal Account must be sufficient to pay for the Services.
4.3.4. The subscriber has the right to instruct the bank to debit funds from his account by
Agreement on the basis of the request of the Operator, notifying the Operator in writing. In this case
The operator is obliged to present properly executed relevant requirements to the bank.

4.4. Payment form.
4.4.1. The Subscriber has the right to pay for the Services in cash or in a non-cash form, at his choice.
5. Responsibility of the Parties. Settlement of disputes.

5.1. In case of non-payment, incomplete or untimely payment for the Services provided under the Agreement,
The Subscriber pays the Operator a penalty in the amount of 1% of the cost of unpaid, not paid in full or untimely paid Services for each day of delay up to the day of repayment of the debt for the Services, but not more than the amount payable. The subscriber is obliged to pay such a penalty after presenting to him (by indicating in the invoice) a demand for its payment.
5.2. The Parties are responsible for non-compliance with the terms of confidentiality in cases stipulated by the current legislation and contracts (agreements) of the Parties.
5.3. The operator is responsible for the confidentiality and security of personal data
Subscriber, his representative.
5.4. The Operator is not responsible for the content of information transmitted by the Subscriber via telecommunication networks.
5.5. Unless otherwise provided by law or the Agreement, the Parties are released from liability for breach of obligations under this Agreement, if proper performance was impossible due to force majeure.
5.6. In case of non-fulfillment or improper fulfillment by the Operator of obligations under the Agreement, the submission of a claim by the Subscriber to the Operator before going to court is mandatory. Claims
The Subscriber is considered by the Operator in the manner and terms established by the current regulatory legal acts.
5.7. In case of non-performance or improper performance
The Subscriber of the obligations stipulated by this Agreement, the Operator has the right to file a lawsuit against the Subscriber at his choice either at the place of residence (place of registration) of the Subscriber, or at the place of execution of the Agreement (in this case, the place of execution of the Agreement is the address of installation of the user (terminal) equipment), or at the location of the Operator (or the branch of the Operator, in the coverage area of ​​which the place of residence is located
(place of registration) of the Subscriber).

6. Other terms

6.1. Features of the provision of the Services, as well as the forms established and used by the Operator and
Subscriber's documents are reflected in the annexes to these Rules.
6.2. In the event of a conflict between the terms of these Rules and the Annexes to these
To the Rules that determine the features of the provision of the Services, the Parties establish that the relevant Annexes to the Rules, which determine the features of the provision of the Services, have priority.
6.3. The validity of the Agreement concluded for a certain period is prolonged for each subsequent calendar year, if none of the Parties declares the termination of the Agreement at least 30 calendar days before the expiration of its validity.
6.4. In the cases provided for by the legislation of the Russian Federation, or in case of violation by the Subscriber of the requirements established by the Agreement, including the deadline for payment for the Services rendered, the Operator has the right to suspend the provision of the relevant Services until the violation is eliminated, notifying in writing
Subscriber. If the Subscriber does not eliminate the violation within 6 months from the date of receipt of a written notice from the Operator of the intention to suspend the provision of Communication Services, the Operator has the right to terminate
The agreement is unilateral.
6.5. In all other respects that are not regulated by the Agreement and these Rules, the Parties are guided by the current legislation. Including the Federal Law "On Communications", the Rules for the provision of communication services and other regulatory legal acts.
6.6. The Operator has the right to unilaterally amend the text of these Rules, with the exception of provisions affecting essential conditions Agreement concluded with the Subscriber.
The Operator is obliged to notify Subscribers about the forthcoming change in the text of the Rules by posting new edition of the Rules 30 calendar days prior to the date of such changes, on the OJSC Rostelecom website www.rt.ru or in other mass media.

7
7. Address and details of the Operator

open joint-stock company long-distance and international telecommunications Rostelecom –
Rostelecom"
Operator's website on the Internet: www.rt.ru
Legal address: 191002, St. Petersburg, st. Dostoevsky, house 15
TIN 7707049388
Addresses, details and telephones of the Operator's branches are posted on the website.

Features of the provision of communication services
data transmission networks, telematic communication services and services for providing access to
TV channels, and/or video on demand (Interactive TV (IPTV),
cable TV and etc.)

1. Conditions and procedure for providing access to data network services, telematic communication services, and services for providing access to a television channel and / or video on demand (IPTV
– Interactive television, cable television, etc.) (hereinafter referred to as the Services):
1.1. The provision of the Subscriber's access to the Services is made if it is technically possible on the basis of the Agreement (Supplementary Agreement) and the payment by the Subscriber of one-time payments for organizing access to the Services (in the event that such payments are provided for in the Agreement), as well as the signing by the Parties of the Certificate of Completion of Works specified in paragraph .1.7 of this Annex to
Rules.
1.2. Specifications services:
1.2.1 Technical indicators and standards are determined by Section 5 of this Appendix, in accordance with the Order of the Ministry of Telecom and Mass Communications of Russia dated September 27, 2007 No. 113.
1.2.2. Data transfer protocols used: stack of TCP/IP protocols.
1.2.3. Type (type) of equipment: terminal subscriber equipment.
1.2.4. Basic requirements for connecting and/or configuring the Subscriber's terminal equipment:
-Availability software and necessary interfaces depending on the type of connected subscriber equipment and the availability of the distribution kit of the installed version operating system;
- availability of 220V AC power supply to subscriber equipment through smoothing power supply filters.
1.3. When connecting and configuring terminal equipment :
1.3.1. xDSL: The subscriber is obliged to provide telephone line, the ability to connect terminal equipment to a computer via Ethernet 10/100/1000 BaseT ( wifi technology or port
USB subject to support this connection equipment). When connecting to the Services ADSL technologies, ADSL2+ the value of the data transfer rate on the organized channel is set
Operator on the ADSL station equipment, depending on the chosen by the Subscriber Tariff plan.
1.3.2. FTTx : The Subscriber is obliged to ensure the possibility of connecting the terminal equipment to the computer via the Ethernet 10/100/1000 BaseT interface (Wi-Fi technology or USB port, provided that this connection is supported by the equipment), access to the premises for the installation of the Services and must assist in the installation of the distribution network.
1.3.3. xPON: The Subscriber is obliged to provide the ability to connect the terminal equipment to a computer via the Ethernet 10/100/1000 BaseT interface, access to the premises for the installation of the Services and must assist in the installation of the distribution network, as well as ensure the availability of an electrical outlet no further than 1.2 meters from the ONT .
1.4. The speed of access over a data network, including the Internet, depends not only on technical features Services provided by the Operator, but also from the actions of third parties: telecom operators, organizations and persons managing segments of the data transmission network (Internet network) that do not belong to
To the operator, from the state of the data transmission network elements (telephone cable, data transmission networks of other operators, as well as the availability of servers and other network equipment with which the equipment
The subscriber is exchanging data). Service quality indicators are distributed and implemented
by the Operator only to resources located on the Operator's network.
1.5. The terminal equipment is provided to the Subscriber at the time of signing the Equipment Transfer and Acceptance Certificate on the following terms:
1.5.1. Transfer of ownership (purchase and sale). The transfer of terminal equipment and accessories to its ownership is carried out on the basis of a separate agreement and is executed
The act of acceptance and transfer of equipment. Terminal equipment can be transferred by the Operator to the ownership of the Subscriber on the terms of installment payment.
1.5.2. Leasing. The transfer of terminal equipment and accessories to it for use and possession for the period of provision of the Services is carried out on the basis of the Supplementary Agreement and is formalized by the Equipment Transfer and Acceptance Certificate. Return of the terminal equipment and accessories to it from the Subscriber to the Operator (if the terminal equipment was transferred for use and possession)
Annex No. 2 to the Rules for the provision of communication services to individuals
Rostelecom"

3.4. Equipment transferred to the Subscriber in accordance with clause 1.5.2. of this Appendix, the Subscriber pays on the basis of the invoice issued by the Operator. The procedure, terms and amount of the rent is determined Additional agreement or other agreement.
3.5. The Operator has the right to charge the Subscriber the full cost of providing a subscriber line for use, in the event that the Operator suspends access to the Service for late payment for the Services provided.
4. Other
4.1. After receiving the Identification Data (login and password) to access the Services, the Subscriber needs to change the default passwords to new ones (When providing services for providing access to television channels, this condition is not necessary).
4.2. The operator is not responsible for the quality of the signal or interruptions in the broadcast of TV programs if these circumstances arose due to the fault of the broadcasters.
4.3. To receive each of the services, the modem must support this number of PVCs
(Permanent Virtual Circuit - permanent virtual circuit), which is required (one for each of the services).
4.4. Clause 1.9. of this Annex apply when providing the Services in the territory of the North-
Western Federal District.
5 Specifications

Technical standards for performance indicators of data transmission networks

N p / p
Name of indicator
Type of transmitted traffic interactive interactive when using satellite communication signal streaming
Data traffic excluding interactive, satellite and streaming traffic
1 2
3 4
5 6
7 1
Average packet transmission delay (ms) no more than 100 no more than 400 no more than 100 no more than 400 no more than 1000 2
Deviation from the average value of the delay in the transmission of information packets (ms) no more than 50 no more than 50
- no more than 50
-
3
Packet loss ratio no more than 10
-3
no more than 10
-3
no more than 10
-3
no more than 10
-3
no more than 10
-3 4
Error rate in information packets no more than 10
-4
no more than 10
-4
no more than 10
-4
no more than 10
-4
no more than 10
-4
Note: Interactive traffic is a type of traffic that is characterized by direct interaction (dialogue) between users of a communication service or user (terminal) equipment.
Streaming traffic is a type of traffic that is characterized by viewing and (or) listening to information as it enters the user (terminal) equipment.